Best Customer Success Software

Customer success software is used by businesses to ensure, through interactions with the company, customers achieve the outcome that enterprises anticipate them to reach as they use the product. This software uses detailed analysis of past behavior to create a “health score” to predict future satisfaction of a customer, allowing companies to systematically grow an established customer base, identify any red flags, and increase customer retention rates. These products are used by customer success and sales teams for the purpose of optimizing customer relationships. Customer success initiatives are vital to preserving and expanding revenue, boosting customer advocacy, and sustaining corporate profitability and growth. Customer success software often integrates with CRM, help desk, and social media management tools.

To qualify for inclusion in the Customer Success category, a product must:

  • Build or identify customer profiles
  • Capture customer data, history, and feedback including survey results, invoice history, marketing engagement, and/or team interactions
  • Engage customers throughout the lifecycle
  • Provide feedback and customer success scores based on the analysis of historical data
  • Predict future customer growth or red flags based on data related to interactions, payments, inquiries, and more
  • Scale, according to size of company and method of customer adoption or engagement

Customer Success Software Grid® Overview

The best Customer Success Software products are determined by customer satisfaction (based on user reviews) and scale (based on market share, vendor size, and social impact) and placed into four categories on the Grid®:
  • Products in the Leader quadrant are rated highly by G2 Crowd users and have substantial Market Presence scores. Leaders include: Gainsight, ClientSuccess, and FullStory
  • High Performers are highly rated by their users, but have not yet achieved the market share and scale of the Leaders. High Performers include: Whatfix, CXQuest, UserIQ, LiveCall, HelpCrunch, Strikedeck, ChurnZero, and STAMP
  • Contenders have significant Market Presence and resources, but have received below average user Satisfaction ratings or have not yet received a sufficient number of reviews to validate the solution. Contenders include: MindTouch, Evergage, and Totango
  • Niche solutions do not have the Market Presence of the Leaders. They may have been rated positively on customer Satisfaction, but have not yet received enough reviews to validate them. Niche products include: Woopra, Natero, CallPage, Salesmachine, Planhat, and Bolstra
G2 Crowd Grid® for Customer Success
Leaders
High Performers
Contenders
Niche
Mindtouch
Gainsight
Woopra
Evergage
Totango
Clientsuccess
Whatfix
Natero
Cxquest
Useriq
Fullstory
Livecall
Callpage
Helpcrunch
Salesmachine
Strikedeck
Churnzero
Planhat
Bolstra
Stamp
Market Presence
Satisfaction
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    Customer Success reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

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