Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
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When is the right time to buy customer success software? This article will help you understand when to pick a customer success tool.
When your company acquires new customers, it doesn’t end there. Now you’ll need help monitoring their behaviors and patterns and keeping them around.
So, how will you do that?
You’ll need a customer success platform that assesses customer relationships, product usage, customer onboarding, and much more. A dedicated CS platform can provide ample benefits to your business, such as reducing customer friction and increasing customer success interactions. But it can act as a double-edged sword if you’re not ready for it.
This article will discuss how to tell if your company is ready for one or if you should wait and what factors to consider when choosing one.
Here are some vital signs that’ll help you determine if your company is ready to invest in customer success software.
When you’re just starting, it’s easy to manage your customer base and form solid, meaningful relationships with them without a tool. But once your customer base starts growing, developing those same qualities of relationships and maintaining your existing ones is impossible.
And once you notice that your customers aren’t as loyal as before and you’re not as in tune with what’s going on with them, it’s time for a CS tool.
Another sign that you need customer success software is a lack of knowledge. A lack of knowledge can cause you to provide inadequate service to your customers and leave you in the dark about their actions and patterns.
And when this happens, it can negatively affect your business and lead to more customers churning in favor of a more personalized experience.
SaaS firms use CRM platforms regularly, and they can help manage customer success tasks to an extent. But they’re not designed to focus on CS. While they handle some customer onboarding, customer upselling, and other factors, they don’t provide all the functionality of a CS platform.
Customer success isn’t the same concept from decades ago; it evolved. It’s not just about solving customer problems. It’s more than explaining the product to the customers and helping with complaints.
Customer success is a long-term process that helps you change the way customers interact with the company. If you don’t have a CS platform, you need one to drive repeatable success and meet expectations, processes, goals, metrics, and responsibilities.
Your customer success team is the core of your business. If your customer-facing teams are constantly overwhelmed with the volume of customers and repetitive tasks, your business can suffer.
You can set your team up for success with the right software and tools by minimizing problems and improving efficiency. Improved customer service enhances personalization and eliminates repetitive interactions. This also reduces data silos problems because your customers won’t need to explain their issues repeatedly; your team will have everything they need in one place.
Customer success teams can talk to customers about upgrading their subscription on time with a CS platform. You need to take these numbers seriously to improve customer success processes.
Customer success software is not something that works for every business. Sometimes, it might be the right tool, just at the wrong time. So, before you invest in one, you need to check if you’re ready for it.
Here are some points to note:
There are many factors that companies can keep in mind while choosing a customer success software. Here are some critical factors to consider while choosing one:
If these requirements are met, then it might be the right platform for your business.22
For SaaS companies, customer success tools can be an absolute game-changer. But it needs to be at the right time and the right tool. It’ll help you save accounts and improve upsell and cross-sell rates. You’ll also be aware of any customer challenges that may arise and can track KPIs and customer health scores.
Rohan has over 11 years of experience in client services, marketing and hospitality field. Previously, he was head of digital marketing for a hi-tech mobile application. Rohan is driven by new challenges and the possibility of making an impact on individuals and businesses.
Published 17 Aug 2021, Updated 16 May 2022
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