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What Is a Customer Success Platform and Why Do You Need It?

May 31, 2022

If you’re in business, then you know how important customer success is. But what is a customer success platform exactly? And why do you need one? Read on to find out!

I remember when I first started my business, I had no idea what a customer success platform was. I just knew that I needed to keep my customers happy if I wanted my business to succeed. Thankfully, I found out about customer success platforms and realized that they could be a game changer for my business.  

What is a Customer Success Platform?

What is a customer success platform? A customer success platform is a software application that helps companies manage their customer relationships and provide a better experience for their customers.

The platform typically includes features such as a customer database, a CRM system, customer support tools, and analytics.

Customer Success Platforms are programs that include, but are not limited to, engagement analysis, usage monitoring, health scores, full user profiles, workflow automation, and constant learning.

A customer success platform is a set of tools designed to help ensure that customers achieve their desired results while using a vendor’s product or service.

These tools help customer service, marketing and customer support teams to monitor customer activity and assessment. This allows them to more easily comprehend overall customer health accounts.

Customer success programs help to create a 360-degree perspective of the customer by incorporating all relevant customer information. This allows internal teams to more easily monitor customer activity and assess overall account health.

The typical objectives of a customer success platform are to reduce customer churn, increase consumer satisfaction (typically measured by an NPS score), and expand upsell opportunities.

Benefits of Customer Success Software

Businesses use customer success platforms to identify customers who may be at risk of dropping off.

This software can help you:

-Decrease customer churn rate.

-Increase customer engagement and satisfaction.

-Identify upsell and cross-sell opportunities.

-Find customers advocates for your product.

Customer success software helps businesses to proactively understand and assist their clients in achieving the best possible results. By ensuring that clients are able to achieve their desired outcomes, businesses can improve customer satisfaction and loyalty, leading to increased sales and profitability.

Types of Customer Success Platforms

A few examples of these more comprehensive customer service platforms are Salesforce Service Cloud, Oracle RightNow, and Zendesk.

Some features focus on specific zones. For example, some tools help customers succeed by allowing them to communicate in-product.

The ability to segment customers and trigger communications from within different frameworks is a valuable tool for customer success directors.

These solutions are used by customer success teams, but are also used by other teams, such as marketing, and are often integrated with full CRM suite.

The comparison of different Customer Success Platforms

Customer Success Platform Vs CRM

When trying to decide whether a customer success platform or CRM is best for your organization, you first need to consider the size of your company and the volume of customers you have. If you have a large number of customers and a lot of data to manage, a customer success platform may be a better option for you.

However, if you have a smaller customer base and fewer data points to track, CRM software may be a better solution. You also need to consider the complexity of your customer success lifecycle. If you have a complex process that requires multiple touchpoints with customers, a customer success platform may be a better option.

Pricing: Some customer success platforms are more costly than others. In case you’re on a careful spending plan, you’ll need to search for a stage that offers the most value for your money.Features: Different customer success platforms offer various features.

A few stages may have more features than others, while some may have more customization options. It’s essential to pick a stage that has the features you need and that will accommodate your team’s work processes.

Gainsight – Customer Success Platform

Customer Success Software, such as that provided by Gainsight, is highly regarded and widely utilized.

Gainsight’s customer success platform offers a wide range of capabilities for managing customer success, including providing customer insights, gathering feedback, engaging with customers, and changing the customer success platform.

One feature that stands out is the Customer Success Score, which rates each client’s fulfillment based on a number of criteria.

The platform is also equipped with AI that can learn and improve its predictions on customers based on its growing data on customers and their past behavior.

Client Success Score

Customer Success is a platform that helps you retain and grow your existing client base. It’s known for its easy-to-use, intuitive user interface that is preferred by customers.

ClientSuccess’ Success Score is a great way to get detailed, specific scores on your customers’ overall health, product usage, attitude, engagement, and more.

Notwithstanding its revealing element being restricted, outsider application combinations could be better.

LiveAgent Review

Live Agent is a customer service software that helps businesses manage customer communications.

LiveAgent provides organizations with a complete view of their customer’s contact information, past purchases, and questions asked across multiple channels. The platform also comes with over 180 advanced features for workflow automation, reporting and data analysis, as well as tools for both internal and external communication.

Additionally, this call center software integrates with more than 40 third-party apps, and it offers 247 customer support.

AppsforOps Timeline

This is a customer success software platform that allows you to see a course of events of all your client activities directly in your Outlook or Gmail inbox.

It’s convenient because it can stack automatically when you select or type in an email, and it includes all the activities associated with that email, such as text messages, phone calls, tasks, and notes from your existing sales, marketing, and customer service systems.

Furthermore, its company view feature will allow you to see a timeline for any contacts that have the shared area name as the email you choose or enter.

The biggest advantage of this platform is its ability to give you a full view of a particular customer and help you prioritize what is most important.

Strikedeck Customer Success Platform

One of the leading self administration client achievement stages controlled by Artificial Intelligence and Machine Learning. With its center dash board Client 360, you can observe your full client base with continuous real time measurements.

Strikedeck’s customer success platform uses predictive analytics and AI to identify churn risks and upselling and cross-selling opportunities so you can follow up on them quickly.

Strikedeck’s ability to bring together all of your customer’s data from various sources into one platform is amazing. This allows you to get a live customer happiness score, and identify potential risks for churn or upsellingcross-selling opportunities. However, the learning curve for Strikedeck may be steep if you are new to customer success software.

Strikedeck may have a steep learning curve for those who are inexperienced with customer success software.

Optimove

Optimove is a customer retention and success platform that helps you connect with your clients and automate your marketing efforts with Optibot.

Optimove’s Single Customer View and 360-degree Customer see keep you informed about your customers at all times with sources from on-sitein-app customer activities, third-party data, and first party raw data.

Thanks to its predictive micro-segmentation technology, you can customize messages, offers and promotions to customers based on their micro-segments. This allows you to keep your customers engaged and loyal to your brand.

The Optimove platform allows you to automate cross-channel missions in order to counter potential churn and increase customer success.

Catalyst

A customer success is a platform that provides consolidated customer experiences and business insights, as well as workflow automation to help you increase customer loyalty.

Its amazing stage comprises 360-degree profiles of every one of your clients, item utilization following, an assignment director that gets every one of your works and apparatuses one spot, playbooks, missions, and client segmentation.This platform is incredible for managing all of your client data, product usage tracking, getting all of your work and tools in one place with the task manager, using playbooks and missions to segment customers, and so much more!

output:With Catalyst’s playbooks feature, you can define conditions and results to help your customers have the journeys toward the direction you set. This can be an immensely helpful tool in reducing customer churn and customer success management.

To decrease your rate of attrition and increase your customer satisfaction, its campaign highlights enable you to use customization and automated workflows for your drips.

CustomerGauge – Customer Success Software

CustomerGauge is customer success software that helps you keep your customers happy. It’s based on the Net Promoter Score, which measures customer satisfaction. Trusted by worldwide brands like DHL, Eventbrite, and Electrolux.

It’s not just about measuring customer loyalty and feedback, Monetize Net Promoter goes a step further by providing you with insights into your customers so you can follow up and identify opportunities for growth.

Unlike other customer success software, CustomerGauge provides a Net Promoter Score to workers (eNPS) that helps you reduce employee churn and create deep engagement, happy workers, which leads to more happy customers as a result.

Conclusion

So, what is a customer success platform? A customer success platform is basically a software solution that helps businesses manage their relationships with customers. It’s designed to help businesses automate tasks related to customer support, billing, and more.

Having a good customer relationship management (CRM) system is essential for any business these days.

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