What is the best Customer Success Management (CSM) Software on the market today?
As you might imagine, that question comes up frequently for me.
Below, I try to give you the best answer I can on this very important piece of your Customer Success strategy.
For context, on Friday, May 5, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video (audio only… sorry) is embedded below and below that is the transcript (edited for better readability) that answers the question.
Favorite Customer Success Management Software
Mark asked for your favorite Customer Success Management software.
There are about, I think,
16 17 19 20 purpose-built customer success management tools available now. There will be 20+ by the end of 2017 before consolidation in the industry starts to reduce that number (or not, I don’t know what’s gonna happen).
This particular product category is rapidly evolving. I don’t give blanket statements on this … I don’t shill for anybody, which is why you don’t ever see me at any of the Customer Success events sponsored by customer success management product companies.
I don’t care about the tools until I understand the strategy; until I know what we’re trying to actually solve for.
If we don’t understand our customers, our customer segments, the logical segments, the intelligent segments, based on their appropriate experience, then we can’t know what type of coverage we’re going to have to give those customers. We can’t know what ratio of humans to technology we’re going to need.
I can’t tell you blanket, “You’re doing customer success. Go use this product.” I can’t do that because every single customer success management tool or solution or however the vendor wants to look at it, they all do different things in different ways. You have to get clear on what it is you’re actually trying to solve for.
By the way, this is no different than any other part of the business.
If I said, “Just go use this one CRM,” but I don’t really understand what it is you’re trying to do, that’s going to be a problem or it will be a problem. You might start trying to shape your strategy to whatever the tool is that you chose.
That’s never going to be a good thing. We want to know what you’re actually trying to solve for.
I can’t give you that answer. I can tell you get demos from every product company out there.
Go look at all the different customer success management solutions. Look at the purpose-built ones.
Look at standalone, more horizontal workflow tools.
Look at some of the marketing automation.
Some of the sales outreach tools can also be used.
You have to figure out what you’re trying to solve for, though. That’s the first thing.
Do that and then we can figure out what tools you actually need.
I hope that’s clear.
It may not be the answer you wanted to hear, but that’s the truth.