Overall, this is an excellent software that significantly improved my ability to stay organized in tracking all of my interactions with business partners. I frequently will review important information that is a few years old, which would be impossible without this platform.

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.

I've really enjoyed using CS - I've used it now for about 6 years and they've been great to work with.

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.

On an individual user basis, we manage the workflow fairly well out of the software.

Clean user interface. Well set up for the industry and daily management of client interactions. the software has a bright future.

Analytics are poor. Very difficult to manage a team and not have to click into individual accounts. Certain types of workflows are still not supported.

Generally, I think it is a really useful tool, however, I would like to see improvements to its general functionality and speed, including support.

I really like how it automatically links with my inbox, meaning I save so much time instead of having to manually add every email correspondence into Client Success. I also like being able to personalise what I see on my dashboard and the ease of use of the success cycles and pulses

One thing I would improve is how often you have to re-log into the platform - if you have not used the tab in some time, it will log you out, meaning I can end up having to log in several times within a day, which can be time-consuming. I would also find it beneficial to have the main tiles regarding customer information easier to use and access, as it sometimes isn't clear and editing them can be quite longwinded. Hearing about new updates or features with training would also be beneficial, to make sure I am utilising it fully.

Overall the experience has been very positive. Their support and consulting are great and their product is continuing to improve. It doesn't have everything we want yet but we're getting there.

ClientSuccess has a very simple and intuitive UI making it easy to set up workflows to organize your work and keep CS team efficient.

Sometimes updates don't sync. Several times I have updated data on an account, such as the client name, only to find it revert to the previous name after I've saved. It is also hard to integrate in a way where we can get clear usage metrics into CS from our software to better diagnose risk and expansion opportunities.

It's been a great record of truth for us. We recently got more licenses so that if Product or Sales needs to get better context about a customer they can.

I find it visually easy on the eyes and has all the functionality I need as a CSM. It's def worth having guidance from mgmt about certain things (e.g. what should go in the summary field, how to define dif pulse ratings, etc.)

I know we've had some trouble with getting the Salesforce sync to function exactly as we want, but that may be on us. We also went overboard with some of our custom fields and customer onboarding cycles.

Connects to our software data and Salesforce data. Easy to navigate and always open to feedback on how they can improve the product

There is some more work to do on the analytics of data but that being said have a tool in beta that looks to solve this. Otherwise really happy with it

My favorite part of the tool was the ease of use. I also felt like I could trust the product and know that I wouldn't need to audit my account list.

When we used it, it did lack some functionality for task management. I would love to have the CRM product run reports on how many times I've reached out to particular (or all clients) for a particular date time frame. Now, it could be that they've since implemented this feature!

My overall experience so far has been phenomenal

I love the access to all my clients and my ability to keep all of my detailed information in one please.

It sometimes does feel a little clunky with how much info is provided.

CS is a great tool from the user perspective. Our CSMs love it and they appreciated how easy it is to use/navigate. Their customer service/support is TOP NOTCH.

Now for the admin end.. CS can be a little buggy and tends to cause problems in our org from time to time. They're good about addressing the issues, but it'd be nice if those issues didn't come up so often.

ClientSuccess makes it easy to manage client information and data, and house it all in one place. Its interface with other internal software used, to include Google Mail, helps to keep a live and up to date record of all client information and contact, making it easy to see relevant and important information quickly. The Customer Service is excellent - very friendly and helpful.

ClientSuccess allows me to capture all relevant client information in one place so that it is easy to find and is easily managed. I particularly like the reporting ability and the syncing of emails with client contacts. It creates one source of truth for client information. The Customer Service is also excellent.

There is nothing to date that I like least about this software.

Overall, the experience has been positive and I really appreciate how easy it is to track Client interactions so that no matter the changes we experience in our personnel, the company always has a book of record for those client interactions so that it doesn't always feel like introducing a new CSM that has to go through all of the traditional discovery questions.

This is a very intuitive software to use for tracking interactions with Clients and making updates. I especially like the integration with Gmail that automatically tracks all email threads with the clients so that anyone accessing the account can immediately catchup on the latest in our Client interactions. Awesome integration.

The ability to set reminds and followup tasks could be easier to use and understand.

Helps me maintain my customers, contacts, work to do and team collobaration

Buggy and too often need to redo some work

great sales through onboarding experience

It has just what you need without too many options and bells and whistles that can distract. Other solutions can cause confusion for CSMs as they have too many options that create confusion and a lack of focus

I'd like to be able to self-schedule alerts and escalation paths vs. relying on the Client Success team doing it for us. This is on their roadmap

I enjoyed it in a csm position but wished it had more reporting and automation.

It was great for taking customer pulse and storing account information.

The reporting and automation was non existent.

Easy to see at a high level, the overall customer satisfaction of my customers I manage. Easy to make updates and update pulses. To-do List is helpful as well

I don't get as many proactive reminder emails as I'd like when I set to-do action items. I'd hope to receive an email saying that my to-dos are due in 2 days, 1 day. Instead, I get them once they're late or expired.

Very easy to navigate to different clients within CS system. Great to have multiple options/windows to add and view customer information.

A lot of the time I have to to use it in an Incognito window because it won't load in my regular 'cookie and cache filled' Chrome window I'm guessing.