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With so many different customer success software solutions available, figuring out which is the right fit for you is tough. You know you want software to help your company improve your customer relationships and help your customers get the most out of your products or services, but you need to figure out which system is best. In this post, I'll share my insights on the best customer success software to create a positive customer experience, based on my experience as a CX specialist.

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We’ve been testing and reviewing customer success software since 2021. As CX professionals ourselves, we know how critical and difficult it is to make the right decision when selecting software.

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The Best Customer Success Software Solutions Summary Table

Tools Price
Akita From $150/month
Freshdesk From $18/user/month
Front From $19/user/month (billed annually)
UserGuiding From $89/month (billed annually)
Nextiva From $30.95/user/month
Product Fruits From $89/month
ChurnZero No price details
Planhat Pricing upon request
Podium From $289/month
GuideCX Pricing Upon Request
Preview Image - <h2 class="c-block__title b-summary-table__title c-listicle__title h3" > Compare Software Specs Side by Side</h2>

Compare Software Specs Side by Side

Use our comparison chart to review and evaluate software specs side-by-side.

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How to Choose Customer Success Software

Choosing the right customer success software can help reduce customer churn, enhance decision-making with actionable data insights, and improve team productivity.

As you're shortlisting, trialing, and selecting customer success software consider the following:

  • What problem are you trying to solve - Start by identifying the customer success gap you're trying to fill to clarify the features and functionality the customer success software needs to provide.
  • Who will need to use it - To evaluate cost and requirements, consider who'll be using the software and how many licenses you'll need. You'll need to evaluate if it'll just be the customer success team or the whole organization that requires access. When that's clear, it's worth considering if you're prioritizing ease of use for all, or speed for your customer success software power users.
  • What other tools it needs to work with - Clarify what tools you're replacing, what tools are staying, and the tools you'll need to integrate with, such as accounting, CRM or HR software. You'll need to decide if the tools will need to integrate together, or alternatively, if you can replace multiple tools with one consolidated customer success software.
  • What outcomes are important - Consider the result that the software needs to deliver to be considered a success. Consider what capability you want to gain, or what you want to improve, and how you will be measuring success. For example, an outcome could be the ability to get greater visibility into performance. You could compare customer success software features until you’re blue in the face but if you aren’t thinking about the outcomes you want to drive, you could be wasting a lot of valuable time.
  • How it would work within your organization - Consider the software selection alongside your workflows and delivery methodology. Evaluate what's working well, and the areas that are causing issues that need to be addressed. Remember every business is different — don’t assume that because a tool is popular that it'll work in your organization.

Best Customer Success Software Reviews

Here’s a brief description of each customer success app to showcase each tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface.

Best for reducing customer churn

  • Free plan available
  • From $150/month
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Rating: 4/5

Akita is a customer success management tool that provides businesses with the capability to track customer interactions, manage tasks, and automate customer success processes.

Why I picked Akita: Akita assists customer success teams in monitoring and engaging with their customers effectively. It offers features such as customer health scores, which help in assessing the risk of churn and identifying opportunities for growth, and automated playbooks, which ensure consistent follow-up actions based on specific customer behaviors or milestones.

The task management system within Akita allows for the organization and prioritization of customer success activities, while the integration capabilities ensure that customer data from various sources is centralized, providing a holistic view of customer interactions. These features collectively aid in the retention and satisfaction of customers, ultimately contributing to the sustained success of a business.

Akita Standout Features & Integrations

Features include personalized dashboards, a 360° Customer View tool that compiles customer data, automated workflows, and customer segmentation tools that allow users to tailor strategies based on behavior, demographics, or product usage.

Integrations include HubSpot, Paymo, Capsure CRM, Stripe, Kayako, Freshsales, Help Scout, Mailjet, Pipedrive, Salesforce, Segment, and Zendesk.

Best for AI-powered customer support

  • 14-day free trial + free plan available
  • From $18/user/month
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Rating: 4.4/5

Freshdesk is a customer service software that leverages artificial intelligence to assist businesses in managing customer support interactions. The platform's emphasis on AI-powered conversations and no-code bots, coupled with an efficient ticket management system, positions it as a leading solution for scaling customer support operations effectively.

Why I Picked Freshdesk: I selected Freshdesk for the 'customer success software' category due to its integration of AI-powered automation and collaboration tools that facilitate proactive customer support. What distinguishes Freshdesk is its comprehensive solution that combines AI-driven conversations, no-code bots, and efficient ticket management, enabling a unified approach to customer service. I believe Freshdesk is best suited for AI-powered customer support as it enables support teams to provide consistent and timely assistance, manage a high volume of tickets through a unified workspace, and enhance operational efficiency with AI-driven automations and workflows.

Freshdesk's advanced ticketing system consolidates customer support interactions from multiple channels into a single interface, enabling agents to manage and prioritize tickets effectively. The platform offers self-service options that empower customers to find solutions on their own, reducing the number of incoming support requests. Additionally, Freshdesk leverages AI-powered automations for tasks like ticket routing and categorization, which aids in productivity and helps agents focus on more complex issues. Collaboration tools within Freshdesk facilitate agent communication, promoting knowledge sharing and collective problem-solving. 

Freshdesk Standout Features & Integrations

Features include ticketing, collaboration, automations, self service, reporting & analytics, customizations, and a secure helpdesk. These features are designed to enhance customer support and service management.

Integrations include Freshchat for messaging, Freshservice for IT service management, and Freshmarketer for marketing automation. It also connects with Google Calendar, MailChimp, Segment, Zapier, Office 365, Google Apps, Slack, Facebook, LinkedIn, Jotform, Typeform, Calendly, Email Parser by Zapier, and ClickFunnels Classic to facilitate various business processes.

Best for managing customer communication

  • 7-day free trial
  • From $19/user/month (billed annually)
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Rating: 5/5

Front is a customer service platform that combines the efficiency of a help desk with the personal touch of email or chat applications.

Why I picked Front: Front stands out for its commitment to delivering excellent customer service at scale, combining the efficiency of a help desk with email and/or chat applications, all while being powered by AI to ensure fast, top-quality service.

Its capabilities, such as the omnichannel inbox, AI chatbots, and workflow automation, enable teams to manage customer interactions effectively. What makes Front different is its emphasis on collaboration and the ability to integrate customer data and context into every conversation, ensuring personalized and fast responses.

Front Standout Features & Integrations

Features include shared inboxes, email templates, automated rules, internal comments, message assignments, reminders, integrated calendars, real-time analytics, and multi-channel communication.

Integrations include over 110 systems, including Facebook, WhatsApp, Twitter, Salesforce, Slack, Asana, Zoom, Gmail, Shopify, and more.

Best for no-code onboarding tools

  • 14-day free trial
  • From $89/month (billed annually)
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Rating: 4.7/5

UserGuiding is a customer success software that provides businesses with tools to create in-product experiences for users without the need for coding. 

Why I Picked UserGuiding: UserGuiding provides a suite of tools designed to assist businesses in managing and improving their customer success initiatives. It is designed to assist businesses in improving their user onboarding process, which can lead to increased trial conversions, decreased need for demo calls, increased user activation rates, and increased user session duration.

The platform also offers features such as interactive product walkthroughs, onboarding checklists, resource centers, and user segmentation, which are aimed at improving user onboarding and adoption rates. Additionally, UserGuiding provides tools for in-app surveys, tooltips, hotspots, announcement modals, and net promoter surveys (NPS) to gather customer feedback.

UserGuiding Standout Features & Integrations

Features include in-app surveys, tooltips and hotspots, announcement modals, a user onboarding cost calculator, the ability to create a dedicated page to keep users updated on the software, as well as webinars, podcasts, ebooks, and a blog to educate users about onboarding best practices and the software's capabilities.

Integrations include Intercom, Mixpanel, Segment, Slack, Google Analytics, Google Tag Manager, Woopra, and HubSpot.

Best for personalized customer journey orchestration

  • 7-day free trial
  • From $30.95/user/month
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Rating: 4.4/5

Nextiva is a powerful cloud-based communication and customer experience platform that integrates voice, video, messaging, and collaboration tools into a single, cohesive solution.

Why I picked Nextiva: I picked Nextiva for its features designed specifically to support customer success teams, including its personalized journey orchestration, which allows businesses to track and analyze customer interactions across all touchpoints. By leveraging AI-powered insights, Nextiva helps businesses understand customer behavior and preferences, enabling them to create tailored engagement strategies. This level of personalization is crucial for building strong customer relationships and driving long-term loyalty

In addition to its journey orchestration capabilities, the platform’s voice analytics feature uses machine learning algorithms to assess call data, offering insights into customer sentiment and agent performance. This helps businesses identify trends and areas for improvement. Furthermore, Nextiva’s real-time dashboards enable managers to monitor key performance indicators such as response times and resolution rates, allowing for swift adjustments to enhance service delivery. 

Nextiva Standout Features & Integrations

Features include AI-powered chatbots, intelligent virtual assistants, call recording, call routing, customer feedback gathering, secure payment processing, performance analytics, workforce engagement management, omnichannel support, and advanced workflow automation.

Integrations include Salesforce, HubSpot, Microsoft Teams, Zoho CRM, Zendesk, G Suite, Microsoft Outlook, Slack, ServiceNow, QuickBooks, SugarCRM, NetSuite, Oracle Sales Cloud, RingCentral, and Mailchimp.

Best for collecting detailed customer onboarding feedback

  • 14-day free trial
  • From $89/month
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Rating: 4.7/5

Product Fruits is a user onboarding software that helps businesses understand their customers' needs and track their satisfaction levels through surveys and feedback. 

Why I Picked Product Fruits: the software helps product owners onboard new customers and engage existing ones by creating interactive in-app flows such as surveys and messaging.

The surveys and feedback mechanisms are easy to set up and customize, making it simple to get started with collecting customer feedback. Users can add videos and screenshots to provide greater context and clarity. You can automate surveys and feedback requests to collect customer feedback regularly. The tool also offers real-time reporting and analytics, giving businesses the ability to monitor customer satisfaction levels of a product and respond to feedback quickly.

Product Fruits Standout Features & Integrations

Features include tours and walkthroughs, tooltips, feedback widget, life ring button, in-app announcements, knowledge base, and onboarding checklists.

Integrations include Mixpanel, Heap, Google Analytics, Customer.io, Slack, HubSpot, Smartlook, Sessionstack, and Segment.

Best for managing customer churn risks

  • Free demo available
Visit Website
Rating: 4.7/5

ChurnZero customer success software is a cloud-based customer success platform that helps you manage churn risks. It's designed to help you identify your most at-risk customers, engage them, and retain them.

Why I picked ChurnZero: ChurnZero uses data science to identify at-risk customers based on what they've done in the past and what they're doing now. The software then uses machine learning to predict which customers are likely to leave, so you can take action before they do. ChurnZero customers can use the platform's features to identify their most at-risk customers; set up automated messages to encourage engagement with these customers; and use a predictive model to reach out to these customers before they leave.

ChurnZero is a simple, easy-to-use customer success software that helps you avoid customer attrition. The tool provides actionable insights into your customer behaviour and lets you track their activities across many online platforms at once. It also offers an automated retention process for keeping an eye on your users and ensuring they don't leave.

ChurnZero Standout Features & Integrations

Features include client account insights, chatbots, custom dashboards, customer health scores, customer journeys, customer segmentation, artificial intelligence, workflow automations, real-time alerts, reporting & analytics, REST API access, customer surveys, and third-party integrations/add-ons.

Integrations include Salesforce, Hubspot, Netsuite, Close.io, Spiro, Zoho CRM, Chargebee, Microsoft Dynamics CRM, Pipedrive, Copper, Freshsales, Zendesk Sell, Teamwork CRM, Helpscout, Jira, Segment, Pendo, and other tools. ChurnZero also offers a REST API if you would like to integrate your data into a system not listed.

Best multichannel customer success software

  • Free Demo
  • Pricing upon request
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Rating: 4.7/5

Planhat is an all-in-one customer success software solution that allows users to easily and accurately manage customer relationships, track customers’ usage of their products, identify areas of improvement, and create personalized support services. 

Why I Picked Planhat: What makes Planhat stand out from other customer success solutions is its ability to collect data from multiple sources such as email, web analytics, social media channels, and CRM systems. This data is used to create tailored analytics dashbaordcs and reports to inform strategies for improving customer engagement and loyalty.

Planhat also offers detailed analytics reports that provide insights into customers’ behavior and preferences. With its intuitive interface, Planhat makes it easy for users to navigate the program and make informed decisions about how best to interact with their customers.

Planhat enables users to tailor their customers’ experiences according to their preferences, creating an environment that encourages loyalty. There are also detailed customer profiles, which provide an in-depth look into each user’s journey. This allows users to adjust strategies easily to meet cutomer needs.

Planhat Standout Features & Integations

Features include customer data management, filters, sandbox environment, shared inbox, NPS, automations, dashboards, revenue management, customer portqal,custom roles & permissions, single-sign-on, customer health scores, task management, alerts, and third-party integrations/add-ons. 

Integations include Aircall, Pendo, Segment, SatisMeter, Stitch, Pipedrive, Salesforce, Outlook, Complete CSM, Jira, Mixpanel, Inercom, Mailchimp, Snowflake, Slack, Delighted, Chili Piper, Gmail, Promoter, Ctrl,Zendewsk, Hubspot, FReshdesk, Mandrill, and more if you have a separate account with Zaperi (may incur additional costs). 

Best customer success software for SMS & text marketing

  • Free demo available
  • From $289/month
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Rating: 4.6/5

Podium is a customer success software that helps organizations manage customer engagement, communication, and feedback to improve customer satisfaction and retention.

Why I Picked Podium: Podium customer success software is a comprehensive platform for SMS marketing and text marketing. With Podium, organizations can send personalized text messages to customers, such as appointment reminders, promotional offers, and other important updates. 

Another key feature of Podium is its ability to monitor customer engagement and usage, including SMS engagement. This helps organizations to identify customers who are not responding to text messages and take action to re-engage them.

Podium also automates routine tasks and workflows, including SMS marketing campaigns. For example, Podium can be used to automate the sending of promotional offers and appointment reminders via SMS.

Podium provides tools for personalizing SMS marketing messages based on customer data, such as location, behavior, and preferences. This makes it possible to create targeted SMS marketing campaigns that are more relevant and effective. 

Podium Standout Features & Integrations

Features include customer communication, feedback management, customer engagement, automated workflows, customizable dashboards, analytics & reporting, text marketing, payment processing, website chat, and third-party integrations/add-ons.

Integrations include Salesforce, Hubspot, Zoho CRM, Marketo, Pardot, Stripe, PayPal, Facebook, Twitter, Instagram, Zendesk, Freshdesk, Yelp, and TripAdvisor.

Best for customer & client onboarding

  • Offer a free trial and a free demo
  • Pricing Upon Request
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Rating: 4.7/5

GuideCX is a customer experience management platform that provides a centralized location for managing customer interactions and improving customer satisfaction.

Why I Picked GuideCX: GuideCX is used for customer and client onboarding as a means of improving customer satisfaction and success. The platform provides a centralized location for managing customer interactions, making it easy to ensure that customers receive a consistent and positive experience. GuideCX provides tools for automating onboarding processes, reducing manual tasks, and improving efficiency.

For customer success initiatives, GuideCX provides a streamlined approach to customer onboarding that can help to improve customer satisfaction and reduce churn. With GuideCX, customer success teams can create custom onboarding journeys for each customer that align with their unique needs and goals. This includes providing personalized training and resources, setting clear expectations, and tracking progress towards success.

GuideCX also provides tools for monitoring customer engagement and usage, making it easy to identify potential issues and take action to address them. The platform integrates with other tools and systems, such as CRM and marketing automation platforms, which helps to provide a complete view of the customer experience. By using GuideCX for customer and client onboarding, organizations can improve the customer experience, increase customer satisfaction, and drive customer success.

GuideCX Standout Features & Integrations

Features include customer onboarding, customer engagement, customizable journeys, automations, analytics & reporting, customer feedback, and third-party integrations/add-ons.

Integrations include Salesforce, Hubspot, Microsoft Dynamics, Marketo, Pardot, Zendesk, Freshdesk, Stripe, Recurly, Jira, Trello, and other common apps.

If you still haven't found what you're looking for here, check out these related customer experience management tools that we've tested and evaluated.

Selection Criteria for the Best Customer Success Software

To select the right customer success software, you need to understand both the core functionalities these platforms offer and the specific needs they address within your company. Having personally tried and researched various customer success platforms, I've identified the essential features and use cases that any software must support to be considered effective in this domain.

To give you added confidence in my list, here’s a summary of the evaluation criteria I used to make my final selections for the best customer success software:

Core Customer Success Software Functionality (25% of score): To be considered for inclusion on my list of the best customer success software, the solution had to support the ability to fulfill common use cases:

  • Customer Onboarding: Streamlining the initial customer experience to ensure a smooth start.
  • Feedback Collection and Analysis: Gathering and analyzing customer feedback to drive improvements.
  • Customer Support Management: Providing timely and effective help to resolve issues and inquiries.
  • Proactive Customer Health Monitoring: Identifying at-risk customers before issues arise.
  • Reporting and Analytics: Delivering actionable insights to shape strategic decisions.

Additional Standout Features (25% of score): To help differentiate one customer success software from another, I also took note of any unique features, including:

  • Leveraging AI for predictive analytics to forecast customer behaviors and needs.
  • Integration with broader CRM and ERP systems for a unified approach to customer data.
  • Advanced personalization in customer interactions to enhance engagement and retention. These criteria assess how each tool leverages innovative features to provide exceptional value.

Usability (10% of score): When evaluating usability, I looked for:

  • Intuitive interfaces that simplify complex processes, such as drag-and-drop functionality in workflow management.
  • Clear, user-friendly dashboard designs that allow quick access to key metrics and information.
  • Minimal learning curve with tools that are as powerful as they are easy to navigate.

Onboarding (10% of score): To get a sense of each software provider's customer onboarding process, I considered the following factors

  • The availability of comprehensive training materials such as videos, interactive tours, and templates.
  • Easy setup processes that allow teams to quickly adopt and integrate the tool into their daily operations.
  • Immediate access to support resources to assist new users in leveraging the tool to its full potential.

Customer Support (10% of score): To evaluate the level of customer support each vendor offered, I considered the following:

  • Availability of multi-channel support, including live chat, email, and phone.
  • Speed and effectiveness of the support team in resolving issues.
  • Proactive support measures like regular check-ins and updates.

Value For Money (10% of score): To gauge the value of each software, I considered the following factors:

  • Comparative analysis of pricing versus the breadth and depth of features offered.
  • Flexibility in pricing plans to accommodate different sizes and types of businesses.
  • Overall return on investment through enhanced customer retention and satisfaction.

Customer Reviews (10% of score): Evaluating customer reviews is the final element of my selection process, which helps me understand how well a product performs in the hands of real users. Here are the factors I considered:

  • Consistency in customer satisfaction across various dimensions like usability, support, and functionality.
  • Specific feedback on how the tool has improved customer relationships and business outcomes.
  • Positive trends in reviews over time, indicate the tool's evolution and improvement.

By using this assessment, I ensure that the customer success software not only fits the standard functionalities but also stands out in its category, providing exceptional value and a superior user experience.

It is crucial for customer success managers and customer support teams to stay aware of trends in customer success software to optimize their strategies and enhance customer experiences. By keeping up with the latest advancements, CSMs can leverage innovative features and functionalities offered by software solutions to drive customer success.

Additionally, staying informed about emerging trends allows CSMs to adapt their workflows, streamline processes, and stay ahead of the competition in the rapidly evolving landscape of customer success. Here are four recent trends to be aware of in 2024:

AI-Driven Analytics for Comprehensive Customer Insights

AI is revolutionizing how customer data is analyzed and utilized, allowing CSMs to collect and view comprehensive customer data easily. AI can also help track customer interactions and provide customer insights using several features, including automated data processing, predictive analytics, and personalization.

Try implementing AI-driven analytics tools to gain deeper customer insights. This will not only save time but also help in tailoring your services to meet customer needs more effectively.

Want to know more about collecting and storing data for customer success? Check out our article on free customer database software.

Unified Communication Platforms

Unified communication platforms are becoming essential for closing communication and collaboration gaps among different teams. Through customer success software, this can offer benefits such as centralized communication, integration with other CRM tools, and real-time collaboration for problem-solving among teams.

Adopt a unified communication platform to enhance team collaboration, ensuring that everyone is on the same page and working towards a common goal, such as maximizing customer success and satisfaction.

Mobile Accessibility and Cloud-Based Solutions

By adopting mobile and cloud-based solutions, you can efficiently manage high volumes of customer interactions with features like remote access, allowing team members to access customer data from anywhere for quicker remote support, and real-time updates via mobile applications, ensuring that all team members are consistently informed and aligned with the latest customer interactions. This approach enhances flexibility and scalability in customer interaction management.

Advanced Reporting and Dashboard Customization

This trend highlights the shift towards enhancing efficiency by reducing manual processes through features like customizable reports that can be tailored to focus on business-critical metrics, automated report generation to save time, and interactive dashboards that facilitate quick, informed decision-making.

Investing in customer success software with these advanced features allows for better automation and customization of data analysis, freeing up time for more strategic tasks and addressing key challenges in customer success operations.

What is Customer Success Software?

Customer success software is a type of software designed to help businesses improve their customer relationships and ensure customers receive the maximum value from your product or service, building customer loyalty and increasing customer retention. Typical features include usage tracking, customer health scoring, feedback collection, and analytics & reporting. By using these tools, businesses can track customer interactions, respond to customer inquiries in real-time, identify customer pain points and needs, and proactively address potential issues to ensure customer satisfaction and success.

Customer success software offers numerous benefits, including enhanced customer satisfaction, improved operational efficiency, increased revenue, and reduced customer churn rates. These software systems also help CX teams make better data-driven decisions to help them maintain strong relationships with their customers and provide the best possible customer experience and support.

Features of Customer Success Software

When selecting customer success software, the priority is to ensure that it enriches customer interactions and maximizes the value customers get from your products or services. It is essential to focus on features that support these goals effectively. Here are the top features to consider:

1. Comprehensive Customer Profiles: Gather and display all relevant customer data in one place. This feature ensures that customer success teams have a holistic view of each customer, making it easier to personalize interactions and anticipate needs.

2. Automated Communication Tools: Streamline interactions through scheduled emails, alerts, and reminders. This ensures consistent communication, keeping customers engaged and informed about their interests and your updates.

3. Usage Tracking: Monitor how customers use your product or service. Understanding customer engagement patterns helps tailor support and development to enhance their experience.

4. Health Scoring Metrics: Assess and score customer health based on interaction data and usage statistics. This metric alerts teams to potential issues before they escalate, ensuring timely interventions.

5. Task and Workflow Automation: Automate routine tasks to save time and reduce human error. This improves efficiency and allows customer success teams to focus on more strategic initiatives.

6. Success Planning Tools: Set and track customer goals and milestones. This feature supports proactive service, helping customers achieve success with your product or service, which in turn enhances satisfaction and loyalty.

7. Feedback Collection Mechanisms: Solicit and manage customer feedback directly through the software. Feedback is crucial for continuous improvement and customer retention, as it provides direct insights into customer needs and preferences.

8. Reporting and Analytics: Generate detailed reports on customer success metrics. These insights help refine strategies and demonstrate the impact of customer success efforts on overall business goals.

9. Integration Capabilities: Seamlessly integrate with other tools and systems used by your company. Integration ensures that all customer data is synchronized and accessible, enhancing service coherence and reliability.

10. Onboarding Support: Provide resources and tools to help new users learn and get the most from your product. Effective customer onboarding is key to ensuring long-term user engagement and satisfaction.

By focusing on these features, your team can effectively enhance relationships with customers and ensure they are fully satisfied with the products or services offered. The goal is to create a seamless, engaging, and proactive customer journey that fosters loyalty and promotes long-term success.

Benefits of Customer Success Software

Customer success software offers a wide range of benefits that can have a ripple effect throughout your entire organization. After all, a 2021 study from Forrester found that companies with a customer-led approach to investing in technology grew 1.8 times faster than their competitors.

By choosing the right customer success software, you can expect the following benefits:

1. Enhanced Customer Retention: This software helps your team proactively address customer needs and concerns, leading to higher satisfaction rates and reduced churn. By identifying at-risk customers early, retention strategies can be implemented effectively.

2. Data-Driven Insights: Customer success software provides analytics and reporting tools that offer deep insights into customer behavior and preferences. This data enables you make informed decisions that improve customer loyalty, experiences and outcomes.

3. Increased Operational Efficiency: Automating routine tasks such as follow-ups, ticketing, and customer queries with customer success software frees up team members to focus on more strategic activities. This boosts productivity and optimizes resource utilization.

4. Personalized Customer Interactions: The software allows for tracking and understanding the customer journey to customize communication and services based on individual customer data. Personalized interactions are more likely to increase customer engagement and loyalty.

5. Scalable Customer Engagement: As your business grows, managing increasing volumes of customer interactions becomes challenging. Customer success software scales to handle this growth, maintaining the quality of customer service without requiring proportional increases in staffing.

The strategic use of this technology not only enhances the customer journey but also drives sustainable business growth by keeping customer satisfaction at the forefront.

Costs & Pricing for Customer Success Software

Customer success software offers a variety of pricing and plan options, each tailored to cater to different business needs and sizes. Familiarizing yourself with these plans and their features is crucial for choosing a software solution that aligns with your organization's goals and budget constraints. Here's a snapshot of typical plan options you might encounter:

Plan TypeAverage PriceCommon Features
Free$0Basic analytics, limited customer profiles, email support
Basic$25 per user/monthEnhanced customer profiles, email & chat support, basic reporting
Professional$75 per user/monthFull customer lifecycle tracking, advanced reporting, integrations, priority support
Enterprise$150 per user/monthCustom features, dedicated account manager, 24/7 support, AI capabilities

When selecting a plan, consider the complexity of your customer relationships, the scale of your customer base, and the level of support and customization you anticipate needing. The right customer success software should not only meet your current needs but also scale with your organization, ensuring a good balance between functionality and cost to maximize value and effectively support your business's customer success objectives.

FAQs About Customer Success

Here are some answers to FAQs about customer success and software that CX teams use.

What is customer success management?

Customer success management (CSM) is the process of enhancing your customers’ success and satisfaction rates with your business or service. It’s a branch of customer relationship management (CRM) that’s meant to decrease churn rates and increase brand loyalty.

Why is customer success important?

Forrester’s 2021 Report: “Customer-Led Growth Is Getting More Attention Among B2B Firms, Should You Care?” states that companies who prioritize customer satisfaction and success retained 2.2 more customers per year. Moreover, the study found that a 5% increase in retention rates can increase profits by 25%. That’s why focusing on customer success is so impactful: Because their success is yours as well.

What are customer success software types?

Customer success software can come in various types and forms, each with unique features and capabilities to help organizations manage their customer relationships and ensure their success. Here are some of the most common types of customer success software:

    • Customer Database software: First and foremost, you need somewhere to keep track of all your customers. This could range from basic details (name and email) to more complex customer profiles with lead scoring, health metrics, and marketing insights.
    • Customer Relationship Management (CRM) software: This type of software is used to manage customer interactions, data, and relationships. It can help organizations track customer behavior, analyze customer data, and streamline customer communication.
    • Customer Feedback software: This type of software is used to collect feedback from customers through surveys, reviews, and other channels. It can help organizations understand customer needs and preferences, and make data-driven decisions to improve their products and services.
    • Customer Engagement software: This type of software is used to engage customers across multiple channels, such as email, social media, and chat. It can help organizations build relationships with customers and increase customer loyalty.
    • Knowledge base software: This type of software is used to create and manage a knowledge base of customer support articles, FAQs, playbooks, and other resources. It can help organizations provide self-service support to customers, reduce support tickets, and improve the user experience.
    • Customer Service software: This type of software is used to manage customer support inquiries, tickets, and issues. It can help organizations respond to customer inquiries quickly and efficiently, resolve issues, and provide excellent customer service.

What other types of customer success software are available?

Here is a list of additional customer success software reviews. If you haven’t found what you’re looking for yet, go ahead and give these a try.

What Next?

Here are some additional resources to complement your interest in customer success software:

What do you think about this list?

Customers who get what they need from products and services are happy customers and will continue to bring revenue to your company. Attracting new customers is more costly and time-consuming than retaining current ones. So companies need to focus on customer success. 

Customer success software is an excellent tool to help you address customer concerns and deliver exceptional services to help turn casual customers into loyal fans. 

Aside from customer success software, there are other useful tools your company can use to grow your business and attract new customers, and you can read about them when you subscribe to The CX Lead.