In today’s fast-paced business landscape, nurturing exceptional customer relationships is key to sustainable growth and profitability. But with many customer success platforms at your fingertips, how do you choose the one that aligns perfectly with your unique needs?
This post will help you choose the best customer success platform. From a tailored solution to measurable impacts, we’re here to guide you every step of the way.
What is Customer Retention?
Customer retention refers to businesses’ strategies and efforts to retain existing customers over time. It involves building and maintaining strong customer relationships, ensuring customer satisfaction and loyalty to the brand or product.
Customer retention reflects how a company repeatedly encourages customers to buy more products. Building customer retention takes time since it requires gaining the consumers’ trust, which is a lengthy and non-linear process.
Customer Success Platform
It is a tool responsible for collecting customer information. The accumulated information may include contact details, communication history, product engagement credentials, and customer feedback data. These tools collect such data under one roof and deliver concrete data of the customers. Some of the best customer success platforms include:
ZapScale is one of the most preferred customer success platforms. ZapScale serves as a dedicated customer success solution tailored for B2B SaaS enterprises. Its features encompass health analytics, a comprehensive range of 40+ readily available KPIs, and an assortment of over 50 pre-constructed playbooks. Furthermore, it simplifies the monitoring of customer results. The primary objective of the company revolves around supporting customer success divisions in diminishing churn rates, augmenting customer retention, and fostering upsell opportunities.
Churn Zero is one of the popular customer success tools. It is known for helping SaaS organizations. Churn Zero restricts customer disruption and pushes scaling via aggressive reporting, feedback, analysis, accumulation, and communication. The platform holds a command center to monitor customer health scores. It also helps to receive on-time information like planned customer meetings. Churn Zero’s tools assist businesses in focusing on data like product usage, health ratings, and customer feedback.
Planhat proved a brilliant choice for firms looking for centralized customer data. Allows engaging with customer engagement platforms like intercoms and CRMs. The businesses using it can extract customer health scores. It will help to keep a check if there is any fall in engagement. Planhat also allows configuring notifications to alert and identify what needs to be changed. It supports creating playbooks, dashboards for expert reports, and customer portals for improving communication with business customers.
Totango is one platform with all the tools a business will need to retain customers. It delivers customer journey templates besides proper planning to achieve specific goals. It is among one of the key features of Totango. It also supports users in the following ways:
· Building customer portals
· Develop success plans
· Curating health assessments report,
· Offering interfaces to many popular CRM software
Totango has exclusive free plans for small businesses like startups.
Custify is one of the popular SaaS companies known for product understanding and customer engagement. Custify has rich data dashboards connecting to leading CRMs, helpdesks, and the latest customer feedback tools. With Custify, a business can grow its customer success teams. It is among the ultimate tools for teamwork and has a rating system to allow team members to comment on particular accounts besides current ratings for customer satisfaction.
A customer success platform equipped with quality features is SmartKarrot. It offers all-inclusive customer dashboards with automated user guides. SmartKarrot also offers product analysis. Artificial intelligence’s (AI) impact on SmartKarrot’s features helped it to stay ahead of competitors. The SmartKonversations tool, in particular, is one of the outstanding ones. It analyzes the customer calls by the team via natural language processing. After the call ends, the AI compiles and calculates the call duration and delivers a transcript. Apart from that, it also tracks the speech or words of calls to analyze consumer sentiment. Such a feature helps to identify potential threats and business opportunities.
Gainsight is a robust platform that offers three solutions focused on community engagement, product experience, and customer success. It provides proactive alerts with a personalized playbook that provides personalized growth strategy and can drive business opportunity ideas. Additionally, Gainsight offers the Marketplace, a central place where users can search and compare different applications, integrations, and service providers.
A customer success platform software is created to assist companies in managing and improving customer interactions across the customer lifecycle. Remember that selecting a customer success platform is about enhancing customer interactions, optimizing processes, and advancing the company. Hence, a company should choose the best platform for customer success since it impacts every business area, from day-to-day operations to long-term growth.