Vitally Reviews

The short answer is as soon as possible. The Customer Success Tool your company chooses will be your single source of truth for customer data and insights.

When choosing a Customer Success Platform (CSP) for your business, it’s important to select a tool that can support the needs of your scaling business and Customer Success organization. In addition to reading customer reviews on Customer Success tools, you should also spend time evaluating solutions based on their capabilities.You will want to look for tools that can support your Customer Success model, such as Low-Touch, Hybrid-Touch, or High-Touch, as well as explore features that enable positive customer experiences. These can include powerful tools for automation, project management, trial nurturing, dashboards for reporting. Additionally, if your business users other SaaS tools for managing customer data and interactions, you will want to ensure the tool you select has the right integrations to work with your existing tech stack.

Unlike a CRM, a CS platform covers the entire customer life cycle—not just the transaction sales pipeline. Like a CRM, a robust CS platform will feature automation efficiencies and data analytics tools, but unlike a CRM, these features will be geared toward monitoring customer health, nurturing the customer relationship, and ensuring customers can succeed with your products.