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The debate over the need for customer success software tools continues to this day: some claim you must have one, while others believe that you can manage without it. But even the most talented and experienced post-sales teams can’t cope with the complexity of managing customers. Keeping relationships strong and CSM productive is often the missing part of the puzzle. We believe that dedicated customer success tools are a must-have for B2B companies. Here are the top 8 ones you must consider.
Let’s keep it real – managing customers in the B2B space isn’t easy. But with the right integrations and features, these tools can help B2B businesses adopt a customer-first approach and help track their sentiment in real-time. This helps reduce churn, maximize engagement, and spot new growth opportunities. We believe B2B companies must acquire a tool to succeed in this mission.
But before diving into the list of customer success software tools you need to consider in 2023 and beyond, we would like to elaborate on the comparison criteria that has been used. With global markets becoming increasingly unstable and user preferences fluctuating more than ever before, B2B businesses need to have versatile and scalable CS platforms. We have taken this and more into consideration.
Top 10 Customer Success Tools for the Productive CSM
The evaluation criteria is as as follows:
Now let’s dive into the list:
Client Success is a leading customer success software provider that helps centralize all customer communications for better CSM collaboration and productivity. Individual usage metrics and feedback scores are available at a glance, something that helps feel the Pulse (that’s what they call their account health feature). Adoption, engagement, and activity are tracked to create a proprietary Success Score.
Pricing: No Free Version, Paid Plans Not Shown on Website
Staircase AI is disrupting the post-sales space with its next-gen customer intelligence platform. It’s truly customer-first by default – discovering the churn risks, growth opportunities, and learning about customer trends around sentiment and engagement, via AI-powered analysis of all customer signals – emails, tickets, product usage, calls, messages and more. Staircase AI as the ability to analyze millions of customer signals helps trigger the right actions.
Pricing: Free Version (Up to 10 Customers), Starter Plan $499/month (Up to 50 Customers), Enterprise Plan Based on the Use Case
Gainsight is a CS platform that allows B2B businesses to generate favorable customer journey outcomes. It helps CS executives and CSMs detect usage fluctuations, engagement changes, and highlights risks associated with in-app friction or poor service. Gainsight offers a health scoring framework that can be applied to each and every customer, with a centralized dashboard for enhanced visibility.
Totango is a globally recognized customer success software solution that can help post-sales teams plan, analyze, and monitor customer journeys. With over 5000 customers, Totango also boasts industry-leading integration capabilities. It is better suited for enterprise-scale businesses thanks to its user-friendly and modular architecture. Startups and SMBs can find Totango to be rather expensive.
Pricing: Free Version (1 User Only), Starter Plan $249/month (2 Users), Growth Plan $1099/month (10 Users), Enterprise Plan Based on the Use Case
ChurnZero is an established customer success software vendor that puts an emphasis on visibility and engagement monitoring to reduce churn. Its Command Center gives a 360-view of all accounts and allows the smooth management of daily tasks with email communications, task reminders, and customizable notifications. You also get detailed reporting and accurate predictive risk analysis capabilities.
SmartKarrot is an AI-driven customer success solution that helps B2B businesses to optimize team operations and boost product adoption for improved NRR. It helps achieve these challenging goals by streamlining CS operations and allowing CSMs to adopt a data-driven approach – customer , product usage analytics, touchpoint management, and more.
Pricing: Paid Plans (Starter, Growth, Pro, Enterprise) Not Shown on Website
Planhat is another trusted customer success software solution that helps B2B businesses to grow faster and improve their customer success initiatives. The user-friendly interface helps with tier or health score segmentation and makes it easier to generate playbooks based on that data. Advanced customer success analytics help CS professionals adopt a more educated approach to things.
Pricing: No Free Version, Paid Plans (Basic, Pro, Enterprise) Not Shown on Website
Catalyst is a relatively new company in the CS platform market, focusing on unifying customer data from all verticals and serving it as actionable insights for better retention performance. With logos like Fivetran, Heap, and Alcumus, this vendor is obviously doing something right. The company has a strong data accuracy mechanism and is one of the more capable customer journey tools out there today.
Staircase AI leverages the power of Artificial Intelligence to uncover the relationship blind spots impacting customers’ true health score. Harvesting and breaking down data from the main channels is a positive step, but not really enough today. Staircase AI integrates with your communication channels and provides actionable insights that help CSMs build strong and sustainable relationships.
AI-driven Relationship Intelligence gives you the edge because it lets you know how your customers really feel about you, while also eliminating the friction between customer feedback and your company’s stakeholders. The unique understanding of customer sentiment is a game-changer that removes all the blind spots and helps your Customer Success teams cross another milestone in becoming more proactive than reactive.
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