ClientSuccess

I really like the ability to track engagements with customers and the Pulse of our customers. It allows for an easy view of where my accounts are and their status. I also love the feature that allows my emails to/from customers can sync within CS engagements, ensuring communication is never lost when a CSM moves on from that account. I also really like the SuccessCycles, this has been most beneficial for new customers, onboarding processes for CSM's to follow as well as cycles of customers that have admin turnover or that are at risk.

I'd like to see the continued improvement around automation. The ability to get more out of the software, communicate, email customers that are beyond our day to day reach. Sometimes the data seems to not be sticky, we've had some issues with pulses not staying updated accurately, etc.

I have used this software on a daily basis and is exactly what I need to track all of the details of my various client relationships and interactions. The best feature is that it integrates with my Gmail account so that all email threads with the client automatically post to the account profile. This has been a huge safety net for information updates when I get too busy to make manual entries because the email interactions can be easily reviewed to see the details of all client interactions. Just a very solid platform all around.

Occasionally, it felt like there were too many features available for tracking data. Ordinarily, I wouldn't call this a negative element, but if you try and utilize all of the features available to you making data updates can feel a bit overwhelming. I've seen that too many features can actually suppress your cadence for updates because it feels like too much work and will have the opposite of the intended effect, so be careful with that.