ClientSuccess vs. Freshsuccess

ClientSuccess is perfect for the growing small-to-medium business like ours. It's simple and easy enough to quickly implement as a starter solution, but also robust enough to support multiple Customer Success teams. It may fall a bit short in terms of an enterprise organization in scale, customization, and flexibility. However, I can see enterprise organizations using different instances of ClientSuccess, perhaps for different departments or sections, if those organizations didn't need overarching analytics

Incentivized

• Natero does an excellent job of reporting and having a lot of the data available. They don't do as well when you want to track specific metrics such as ARR. (Everything in the application is currently based in MRR)
• Natero has done an excellent job for our smaller organization. I am not sure how it would work with a larger organization.

Incentivized

• Pulse - It is so nice to collect the pulses of my client to know if they are healthy or not. I base a lot of my interactions with clients off of pulse. It shows me how many days it's been since I last had a pulse check on someone and from there I can see if I need to reach out or not.
• Automated Emails - It's so comforting to know that my clients are being communicated to when I haven't thought to reach out to them. I have set up a lot of automated emails and rules for when they should go out and I've had a lot of clients get in touch with me from it that need.
• Success Cycles - It has allowed me to set up success cycles for the clients. Because of this, I know exactly how to train them and exactly where they're at in the training process.

• Love the accounts view to see all my accounts, their health and some helpful stats!
• The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
• In the account, you can link to other documentation, which is great!

Incentivized

• The support view takes a few steps to get to the meat and potatoes.
• The success score model can be improved to include smaller one-off campaigns. Success score is good for a campaign that has existed for a while but not for the one-off projects.

Incentivized

• It's a complex platform, it can be hard to find what you're looking for if you don't know where to look.
• There have been a few features which work correctly but can be a bit confusing to get working correctly. Fortunately, the support team is so on it, we get an answer within an hour.
• I would have liked Natero to have a mechanism in place to nudge users of the platform to use it. This would help with getting adoption on our end. While the onboarding documentation was great, a more hands-on approach to getting users to adopt and use the platform would have helped us get up to speed earlier. It took us nearly 9 months to really start using the system which is partially due to the complexity of the integration process and partially due to the difficulty of switching over CES processes into Natero.

Incentivized

They are SUPER responsive...even for late night inquiries.

Incentivized

Our team had previously been using HubSpot CRM as a way to manage client contracts in combination with Trello for simple client progress mapping, and Client Success has eliminated the need to use either of them for client management. HubSpot is designed more for sales processes and was missing a way for our team to get an accurate view of our clients and their details. In a similar manner, Trello is designed more for task and project management and didn't provide the detail orientation we needed.

Incentivized

We initially looked at Gainsight, Amity, and another which I can't remember the name of. Only Natero and Amity were within a reasonable price range. We selected Natero because the platform was significantly more polished, the reporting seemed significantly stronger in Natero, and during the sales process Natero did a better job of showing us how the functionality would work, whereas our calls with Amity were frequently filled with "it doesn't work because this is a demo account" which was a bit of a red flag.

Incentivized

• Within the first week, leadership was able to have more visibility into the lifestage and health score of each client
• We needed to become more proactive as an organization and this platform has allowed us to do so with real-time metrics and reporting.
• We needed to find a way to scale our approach, especially as our Client Success organization continues to grow, and this is already helping.

• It's made my job harder.
• It's made it harder to update my customer's information.
• It's made me spend more time deleting information to satisfy the character limit.

Incentivized