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7 Best Customer Success Platforms in 2023

By Alex • Updated June 24, 2023

In today's competitive business environment, customer success management has become a critical component for the growth and sustainability of any organization. With customer expectations soaring high, it's imperative for businesses to provide top-notch service and build long-lasting relationships.

To achieve this, Customer Success Software has emerged as a game-changer, empowering businesses to deliver exceptional customer experiences and drive growth.

In this guide, we'll explore the top seven Customer Success Software platforms in 2023, discuss their key features, and provide our take on each of them.

Best Customer Success Platforms

1. Totango
2. Planhat
3. Gainsight
4. Catalyst
5. Vitally
6. ChurnZero
7. Custify

What Makes a Great Customer Success Platform?

A top-tier Customer Success Platform should encompass several crucial features to efficiently manage customer relationships and ensure customer satisfaction:

1. Customer Segmentation: The platform should allow businesses to segment their customers based on various parameters such as product usage, customer behavior, feedback, etc. This feature helps in delivering personalized experiences to each customer segment.
2. Customer Health Scoring: An effective customer success platform should offer a robust health scoring system that enables businesses to gauge the health and satisfaction level of their customers. This feature helps in identifying customers at risk of churn and proactively addressing their concerns.
3. Automated Workflows: The platform should enable businesses to automate repetitive tasks such as sending emails, scheduling follow-ups, etc. This feature helps in saving time and increasing efficiency.
4. Integration with Other Tools: The platform should seamlessly integrate with other tools used by the business, such as CRM, marketing automation tools, etc. This feature ensures a smooth flow of information across multiple platforms, enhancing overall productivity.
5. Real-time Analytics and Reporting: The platform should provide real-time analytics and reporting features to track and measure key performance indicators (KPIs). This feature helps businesses make data-driven decisions and improve their customer success strategies.
6. User-friendly Interface: The platform should be easy to use with a user-friendly interface. This feature ensures that the customer success team can easily navigate through the platform and utilize its features effectively.

Now, let's deep dive into our top picks for the best Customer Success Software platforms in 2023.

1. Totango

Totango is a leading Customer Success Software designed to reduce churn and increase customer lifetime value. It is best suited for large enterprises with a vast customer base to manage.

Key Features

1. Customer Health Score: Totango offers a multi-dimensional health scoring system that provides insights into customer behavior and satisfaction level.
2. 360 Customer View: The platform provides a unified view of customers, helping businesses understand their customers better.
3. Automated Lifecycles Management: Totango automates customer lifecycles, from onboarding to retention, ensuring a seamless customer journey.

Our Take

Totango is a robust Customer Success Software that offers a host of features to manage and improve customer relationships. Its automation capabilities and real-time insights make it a top choice for large enterprises.

2. Planhat

Planhat is a Customer Success Platform that focuses on customer retention and growth. It provides a comprehensive view of customer data and allows businesses to manage customer relationships effectively.

Key Features

1. Customer Health Scores: Planhat provides customizable health scores to track customer satisfaction and identify potential churn risks.
2. Product Engagement: The platform offers product engagement analytics to understand how customers are using your product.
3. Collaboration Tools: Planhat offers a shared workspace for teams, fostering collaboration and enhancing productivity.

Our Take

With its intuitive interface and powerful features, Planhat is an excellent tool for businesses looking to improve customer satisfaction and reduce churn. Its collaboration tools make it an ideal choice for teams looking to work together more effectively.

3. Gainsight

Gainsight is a pioneer in the Customer Success Software industry. It provides an array of features to help businesses improve customer satisfaction, reduce churn, and grow revenue.

Key Features

1. Customer Health Scorecards: Gainsight offers configurable health scorecards that provide insights into customer satisfaction and predict potential churn risks.
2. Customer 360 Profiles: The platform provides a comprehensive view of customer data, helping businesses understand their customers better.
3. Automated Workflows: Gainsight automates various tasks, allowing customer success teams to focus more on strategic activities.

Our Take

Gainsight offers a comprehensive solution for managing customer relationships. Its health scorecards and automated workflows make it a strong contender in the Customer Success Software market.

4. Catalyst

Catalyst is a Customer Success Platform that offers a 360-degree view of customers, enabling businesses to improve customer relationships and drive growth.

Key Features

1. Customer Health Profiles: Catalyst offers customizable health profiles for specific customer segments, providing insights into customer satisfaction.
2. One-click Integration: The platform provides one-click integration with various software, enhancing efficiency.
3. Automated Workflows: Catalyst automates various tasks, saving time and increasing productivity.

Our Take

Catalyst is a feature-rich Customer Success Platform that offers a comprehensive view of customers. Its one-click integration and automated workflows make it an excellent choice for businesses looking to streamline their customer success processes.

5. Vitally

Vitally is a Customer Success Software that helps businesses improve customer retention and drive growth. It offers a wide range of features, including tracking customer health and managing onboarding processes.

Key Features

1. Customer Health Tracking: Vitally provides real-time tracking of customer health, helping businesses identify and address potential churn risks.
2. Product Engagement Analytics: The platform offers analytics to understand customer engagement with your product.
3. Onboarding Management: Vitally helps businesses manage their onboarding processes efficiently, ensuring a seamless customer experience.

Our Take

Vitally is a powerful tool designed to help businesses ensure their customers' success. Its robust analytics and onboarding management features make it a top choice for businesses looking to improve customer retention and drive growth.

6. ChurnZero

ChurnZero is a Customer Success Software designed to reduce churn and increase customer lifetime value. It offers real-time visibility into customer behavior, allowing businesses to proactively address potential churn risks.

Key Features

1. Customer Health Scores: ChurnZero offers customizable health scores, providing insights into customer satisfaction.
2. Real-time Alerts: The platform provides real-time alerts, enabling businesses to address potential churn risks proactively.
3. Automated Customer Experiences: ChurnZero automates various customer experiences, enhancing customer satisfaction and reducing churn.

Our Take

ChurnZero is a powerful tool that helps businesses better understand their customers and reduce churn. Its real-time alerts and automated customer experiences make it an excellent choice for businesses looking to improve customer satisfaction and loyalty.

7. Custify

Custify is a Customer Success Platform designed for B2B SaaS businesses. It provides a comprehensive view of the customer lifecycle, helping businesses improve customer retention and uncover additional sales opportunities.

Key Features

1. Customer Lifecycle Analytics: Custify provides insights into the customer lifecycle, enabling businesses to improve customer retention.
2. Product Usage Tracking: The platform tracks product usage, providing insights into how customers are using your product.
3. Automated Tasks: Custify automates various tasks, saving time and increasing efficiency.

Our Take

With its focus on customer lifecycle analytics and product usage tracking, Custify is an excellent choice for B2B SaaS businesses looking to improve customer retention and uncover additional sales opportunities.

Frequently Asked Questions

What is Customer Success Software?

Customer Success Software is a tool that helps businesses manage customer relationships, track customer behavior, and improve customer satisfaction. These software solutions provide a comprehensive view of the customer journey, enabling businesses to identify potential churn risks and proactively address them.

Why should a business use Customer Success Software?

Customer Success Software helps businesses deliver exceptional customer experiences, reduce churn, and drive growth. By providing real-time visibility into customer behavior, these tools enable businesses to proactively address potential churn risks and improve customer satisfaction.

How to choose the right Customer Success Software?

Choosing the right Customer Success Software depends on your business needs and goals. Consider factors such as ease of use, integration with other tools, customer segmentation capabilities, customer health scoring, automated workflows, and real-time analytics and reporting.

How does Customer Success Software improve customer retention?

Customer Success Software helps improve customer retention by providing real-time visibility into customer behavior, enabling businesses to proactively address potential churn risks. These tools also offer features like customer health scoring and automated workflows, which help businesses improve customer satisfaction and loyalty.

Conclusion

In conclusion, Customer Success Software plays a crucial role in managing customer relationships and ensuring customer satisfaction. By choosing the right platform, businesses can deliver exceptional customer experiences, reduce churn, and drive growth.

So go ahead, explore these platforms, and choose the one that best fits your business needs.

All Customer Success Platforms