Customer success is neither a one-time event nor a short-term endeavor. Instead, it’s likely to shake up your company’s roots and force you to reconsider how each department runs and interacts with buyers and customers. That’s why, to develop this practical guide, we’ve pooled our years of expertise operating at the frontline of customer satisfaction and working directly with a variety of SaaS organizations.
17+ Customer Success Software
1. Service Hub
2. Gainsight
3. ChurnZero
4. Totango
5. Accelo
6. Skilljar
7. Catalyst
8. UserIQ
9. ProfitWell
10. Custify
11. ClientSuccess
12. Vitally
13. Strikedeck
14. Planhat
15. Gemseek
16. AcademyOcean
17. CustomerGauge
18. Awario
What Is a Customer Success Software?
Businesses use customer success software to ensure that customers accomplish the outcome that the firm expects them to achieve while using the product through interactions with the company. This program creates a “health score” based on past behavior to forecast a client’s future contentment, allowing businesses to systematically build an existing customer base, spot any red flags, and increase customer retention rates. Customer success efforts are critical for maintaining and growing revenue, improving customer advocacy, and ensuring business profitability and growth. CRM software, help desk software, and social media management software solutions are all frequently integrated with customer success software.
Benefits
There is a clear need for a customer success-specific platform to help manage these procedures and workflows, given the unique needs of a customer success team to operate efficiently when remote. Here are some other benefits of using customer success software:
- Data is available to everyone, regardless of when or where they require it.
- Anyone can figure out what’s causing a problem.
- Even with customers, it’s simple to see improvement.
Features
Customer success management suites, for example, are some of the products in this category, and they encompass most, if not all, of the functions stated above. Others provide data usage and segmentation capabilities to customer success managers, which they might use to generate interactions from other systems. Customer success is one application for these items. On the other hand, different client experiences make use of them. If you’re looking for some valuable software, here are a few features you should look for:
- Analytics on customer engagement
- Monitoring of product analytics and usage
- Scorecards for customer health
- Notifications with a call to action
Top 10 Customer Success Software
1. Service Hub
The Computerized Maintenance Management System comprises a combination of Web and Windows-based apps known as Service Hub. They have a $5 million income and employ 27 people.
2. Gainsight
Gainsight is a cloud-based customer success management platform that helps businesses improve their product experience and revenue. They generate $147 million in revenue and employ 700 people.
3. ChurnZero
ChurnZero develops a customer analytics platform that enables businesses to manage their accounts, engage with their subscribers, and retain customers. As a result, they generate $14 million in revenue and employ 80 people.
4. Totango
Totango creates a customer lifecycle management platform that generates reports and alerts for businesses’ sales teams. They generate $21 million in revenue and employ 100 people.
5. Accelo
Accelo provides cloud-based email automation, customer relationship management (CRM), project management, and billing software. They generate $21 million in revenue and employ 100 people.
6. Skilljar
Skilljar is a customer education platform that helps businesses with client training and partner engagement. They generate $16 million in revenue and employ 80 people.
7. Catalyst
Catalyst is a non-profit organization dedicated to empowering women in the workplace and providing entrepreneurial help. They have a $16 million revenue and employ 68 people.
8. UserIQ
UserIQ builds a customer intelligence platform for businesses that includes an in-app data engine, retention, and user adoption solutions. They generate $9 million in revenue and employ 26 people.
9. ProfitWell
ProfitWell is a provider of SaaS companies with subscription-based financial reporting and revenue metrics. They generate $6 million in revenue and employ 29 people.
10. Custify
Custify is a cloud-based customer success platform that enables SaaS businesses to effectively manage customer experience and churn in the recurring revenue model. They generate $3 million in revenue and employ 20 people.
FAQs
In SaaS, what is customer success?
Every SaaS company’s success is inextricably linked to its ability to retain clients and generate recurring income. Customer success is a business strategy for ensuring customers achieve their goals through interacting with your firm while using your product.
Is Netflix a SaaS?
Netflix is a software-as-a-service (SaaS) firm that sells software to watch licensed media on demand. That’s very much how the SaaS market began, but it was referred to as a “time-sharing system” back then.
Who is responsible for customer satisfaction?
There are seven main reasons why the Customer Success department, rather than the Head of Sales, should report directly to the CEO in any recurring revenue firm. First, within SaaS companies, customer success has become a well-established department.
Customer success is a relatively new movement that is moving us away from reactive customer service methods. However, it is successful and needs to be broadly implemented. If your company wants to grow, focus on client satisfaction and develop strategic projects. Bring your teams together with a single goal in mind: to help your customers succeed more so that the entire company is on the same page.
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