Tool Used by the Customer Success

Importance of Customer Success

1. They scale down Churn Rate.
2. They enhance customer contentment.
3. They make people give preference to your business.
4. They maintain the flow of revenue.
5. They improve the service experience.
6. They help building stronger reputation for your service.

Taking a strategic approach towards customer success is a percipient way around your business.

What are the Customer Success tools?

As we have all seen, a proper maintenance of your customers alongside with your business is particularly important. To do so, various platforms are created that enable the company to have a record of their customers and their insights. The tools help them identify which customer requires more endorsement and where are the points of detrition being created.

Features of Customer Success Tools

• Customer engagement analytics: Customer engagement is the connection that the customers have with your service. There are some customers who are highly engages with your services. These are known as promoters. It is very crucial for you to provide an amazing customer experience. This connection and deep analytics on the same are carried out by the customer success tools.
• Product usage analysis: Product usage is the data produced during the interaction of the customer with the product. It is a computable measurement of how the product is being used and whether or not its use case is fully optimized. The tools help the business to analyze the same. It is calculated by taking the total time the user uses the product, dividing it by the number of users and taking the mean value.
• Health Scoring: The attributes and the behavior of your successful customers forms your health score. Having a complete data of the same can help the customer success team to reach out to the right customer at the right time. Customer success tools provide for the same.
• Customer Profiling: Also known as user profiling, is a visual display of the personal data associated with your customer. It has a compilation of the users and their goals (related to the service/product). There are different personas and therefore profiling them helps the business to understand the different goals and scenarios where the customers may find themselves in when they interact with a particular touchpoint. This can easily be done by the tools. Hence, they form a versatile package.
• Real-time insights: These are the analysis which are completed within seconds and the data is simultaneously updated. This helps making better and quicker decisions and prevent the businesses from taking delayed measures.

Good Customer Success tools help your CS team to make their job easier and efficient.

Tools Used by the Customer Success teams

       Here are 4 tools that can be used by the CS:

1. Gainsight: It provides Customer Success (Gainsight CS), Product Experience (Gainsight PS), Customer Expansion (Gainsight RO) and Customer Experience (Gainsight CX).
   Gainsight CS provides with health scores of your customers and comprehends the trends and the risks.
   Gainsight PS helps the teams to deliver the value that the users want, directly from your service by collecting feedback, analyzing the service journey and create guides that operate onboarding and retention.
   Gainsight RO helps you manage the renewal and up-sell opportunities.
2. Strikedeck: It provides a dashboard with all the data of each and every customer of yours (Real time health scoring), and deliver key customers, and alert you about the critical changes.
   It creates status and value reports which include anticipation in the platform, with stakeholders, or customers and immediately converts in into a report that can be viewed in Word, PowerPoint, or PDF format.
   It helps you connect with the customers with emails, surveys, and in-app notifications to allow targeting of the right and meaningful customers.
3. Customer Success Box: It is an AI powered platform. It retains customers, helps in their onboarding, and is scaled with automation.
   Being Ai powered gives this tool an upper hand. It provides with actions to be taken next on the basis of previous renewals to drive best retention. This saves the time of securing the data on your own and configuration. Hence reduces one step towards churn.
   This extra addition to all the features mentioned above makes this tool versatile.
4. Totango: It has a Customer Engagement Platform named SPARK. It helps you understand the health of your entire customer profile and focuses on customers that need the most help.
   This is done by automated programs, customer segmentation, and revenue programs provided by the same.