Hey everyone! I work for a small SaaS company and we’re trying to figure out the best CRM for our customer success team. Right now they’re stuck using spreadsheets which is not ideal.
Our marketing team is already using HubSpot and our sales team is on Salesforce. We’re wondering if we should stick with one of these or look for something different for customer success.
We’ve got all the usual stuff set up like documentation a chat platform and Slack channels for each customer. But we really need a proper system to manage everything.
What do you think? Should we go with Salesforce HubSpot or is there another option that might work better for a SaaS company’s customer success team?
Any advice would be super helpful! Thanks in advance!
I’ve been in your shoes before, and I can tell you from experience that Freshsuccess (formerly Natero) is worth considering for your customer success team. We implemented it at my previous SaaS company, and it was a game-changer.
What I love about Freshsuccess is its focus on predictive analytics and customer health scoring. It helped us identify at-risk accounts before they became problems, which was crucial for reducing churn. The platform also integrates well with both Salesforce and HubSpot, so you can leverage your existing data without too much hassle.
One standout feature is its automated playbooks. We set up workflows for onboarding, renewals, and upsells, which saved our team a ton of time and ensured consistency in our customer interactions.
That said, it does have a bit of a learning curve, so factor in some time for training. But once you’re up and running, it’s pretty intuitive. Definitely worth checking out if you want a dedicated CS platform that can scale with your business.
yo, have u looked into clientsuccess? its pretty solid for saas cs teams. we switched to it from spreadsheets and its been a game changer. integrates with hubspot and salesforce too. might be worth checkin out. easy to use and has good customer health tracking. just my experience tho!
From my experience, I’d suggest taking a look at Totango for your customer success needs. We implemented it at our SaaS company and found it to be quite effective. It offers a comprehensive suite of tools specifically designed for customer success, including health scoring, segmentation, and workflow automation.
One of Totango’s strengths is its ability to provide a 360-degree view of your customers, pulling data from various sources to give you actionable insights. It also integrates well with both Salesforce and HubSpot, which could be beneficial given your current setup.
The platform’s user interface is intuitive, which helped our team adopt it quickly. We particularly appreciated its SuccessBLOCs feature, which offers pre-built best practices and workflows that you can customize to your needs.
While it may require some initial investment in terms of time and resources to set up, we found that Totango significantly improved our team’s efficiency and our ability to proactively manage customer relationships. It’s worth considering if you’re looking for a dedicated customer success solution.
hey, have u considered zendesk? we use it at my company and its great for customer success. integrates with salesforce too. might be worth checkin out. its pretty user-friendly and has good reporting features. just my 2 cents!
Having worked in customer success for several SaaS companies, I’d strongly recommend considering Gainsight or ChurnZero. While Salesforce and HubSpot are solid options, they’re not specifically designed for customer success workflows.
Gainsight, in particular, offers robust features for managing customer health scores, tracking product usage, and automating customer touchpoints. It integrates well with both Salesforce and HubSpot, so you can leverage your existing data.
ChurnZero is another excellent choice, especially for smaller teams. It provides similar functionality to Gainsight but with a more user-friendly interface and potentially lower costs.
Ultimately, the best choice depends on your specific needs and budget. I’d suggest scheduling demos with both to see which aligns better with your processes and team size.