Gainsight, ChurnZero, ClientSuccess, and Totango

Delivered May 26th, 2019. Contributors: Ezeonye J., Erin J., Chidile S., Wycliffe O. and

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Customer Success Products - Gainsight

We have completed a product analysis of Gainsight Customer Success based on its product features and offerings, target customers, pricing, pros, and cons. These details have been put together in Row 3 of the attached spreadsheet. "Gainsight offers a powerful SaaS application/platform designed to transform various "customer data from multiple sources into insights and actions that drive measurable business outcomes for its clients."
KEY FINDINGSGainsight Customer Success offers lots of features including an all-in-one customer data, automated processes, data-driven analytics and alerts, flexibility, all integrated customer service management (CSM), productivity tools, among others.
Gainsight offers its Customer Success service to all customers including, SMBs, mid-market, and enterprises.
Out of its many pros from product reviewers in G2 and TrustRadius, some prominent reviews include the product's presence of health scores, intuitive graphical user interface (GUI), data analytics in real-time, effective task activity, etc.
On the other hand, some cons include a limited email-assist template functionality, missing and difficult integrations, inability to organize email templates, and so on.
RESEARCH STRATEGYWhile the information to address this request is mostly and readily available, we could not provide the pricing for the Gainsight Customer Success product. We searched for this data in the company's product page; however, there was none. We only saw that any intending customer would have to contact the company to get a quote. We continued by searching through tech/product review websites because consumers usually offer insights into the price of products they've used, but this was futile, too. Product review sites like Capterra, G2, and TrustRadius all indicated that one would have to contact Gainsight to get a quote. Furthermore, Capterra provided a generic analysis of the perceived cost from 659 reviews as of the time this report was compiled. Its analysis showed that the perceived cost falls in the 92nd percentile for cost — suggesting that the cost is close to being expensive. However, there was no dollar value provided; we entered 'N/A' for this in the attached spreadsheet.

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Customer Success Products - ChurnZero

ChurnZero is a highly rated customer success platform that serves mostly small and medium-sized businesses. The details of our research into ChurnZero are included in the attached spreadsheet. 
FeaturesChurnZero's customer success software has many features, including real time customer engagement alerts, customer health scores, customer segmentation, app-based communication, automated tasks and communications that are based one each customer's engagement, customer journey tracking and net promoter scoring. 
CustomersBrazen Technologies is a customer of ChurnZero and has an estimated revenue of $1.04 million and 10 employees.
Critical Mention is a customer of ChurnZero and has an estimated revenue of $10.2 million and 65 employees.
Fishbowl is a customer of ChurnZero and has an estimated revenue of $9.33 million and 68 employees.
iContact is a customer of ChurnZero and has an estimated revenue of $9.99 million and 67 employees.
Infusion Software is a customer of ChurnZero and has an estimated revenue of $133.11 million and between 251 and 500 employees. 
Based on the information above, 4 out of the 5 customers researched are in the small and medium-sized business (SMB) category while the 5th, Infusion Software, is borderline between SMB and mid-market. Therefore, we concluded that Churn Zero primarily focuses on customers in the SMB segment of businesses. 
PricingChurnZero pricing is not available online.
In order to get pricing, one must set up a live demo of ChurnZero. 
Reviews of churnZeroOverall, ChurnZero customers are very happy with the product. It has a 9.3/10 score on Trust Radius and a 4.7/5 score on G2. 
Pros of ChurnZero as cited in reviews include custom segmentation, high responsivity to feedback and requests for assistance, the ability to compile a lot of customer data in one place and see overall patterns, an easily adaptable interface that is versatile and flexible, the ability to include a lot of details on each customer and the ability to choose which tasks are automated and which are manual.
While few cons were cited due to the overall high level of satisfaction among customers, a few cons that were observed in reviews include a limited email platform, the lack of a calendar/meeting integration tool, a long implementation period and the inability to clean up past mistakes in setting up "plays.
Research StrategyWe found the features of ChurnZero readily available on the company's website. In order to identify what types of customers ChurnZero serves, we found a list of known customers of ChurnZero and looked into the revenue and employee count of 5 of them. We then used this information to draw conclusions about the type of client ChurnZero serves, as outlined above. 

In order to find pricing for ChurnZero, we first looked at the company's website in hopes that they list this information. Unfortunately, ChurnZero does not list pricing on its website and instead encourages potential customers to set up a demo in order to get pricing information. We then searched for third-party information on websites that provide information on different software companies, including Capterra and Get App, but no pricing information was available. Get App does note that the pricing structure is a subscription, but does not give specifics on pricing. Finally, we looked through reviews on ChurnZero on sites such as Trust Radius, G2 and Featured Customers in hopes that someone had posted information on pricing. While we found many reviews of the product, none mentioned price. Based on this information, we concluded that pricing information is not available publicly. 

To identify pros and cons of ChurnZero's customer success software, we read through recent reviews of the product on Trust Radius and G2. Due to several reviews noting that ChurnZero makes changes in response to customer feedback on a regular basis, we limited the reviews we read to the last 6 months to avoid including pros or cons that are no longer relevant. We chose pros and cons that were identified by at least two customers in the last 6 months to include in the spreadsheet. 

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Customer Success Products - ClientSuccess

The ClientSuccess customer success product is a "software platform that helps executives and their customer success teams retain and grow their existing customer base." Some product features of the software include account alerts, communication management, health Score, and customer lifecycle management. The software is used by small and medium businesses, mid-market, and enterprise size companies. The requested information has been completed in row 5 of the attached spreadsheet.
Product featuresThe product features are as follows:
 Real-Time Visibility 
 Account Alerts
 
All in one place
Customer health score
Customer lifecycle management
Communication Management
Product usage tracking
Customer Engagement
Aids decision-making
product's customers The product customers include Small and Medium Business (SMB), Mid-market and Enterprise.
 Product's pricingThe pricing can be obtained by contacting ClientSuccess. 
Product's prosFollowing the analysis of the product reviews on both G2 and TrustRadius, the pros of the product have been identified below.
 Makes customer management easy 
 Easy to use 
Good for tracking customer progress
Allows for easy reporting to management
Uses filters for easy search
Its key integration include SFDC, Zendesk, and Gmail 
product's consThe cons include:
 Limited integration with other support and sales platform
Limited reporting platforms
The customer's score is not configurable at present
It lacks integration with SalesForce
No NSP score filter 
RESEARCH STRATEGYWe found the features of ClientSuccess readily available on the company's website and Capterra. To identify what types of customers ClientSuccess serves, we looked for the sizes of companies listed on their website to know if they were SME, mid-market or enterprise sized companies on website like Crunchbase and Hoovers. Also, we were able to confirm the type of customers using the 'company size' filter on review sites like G2 and Trust Radius. This provided the number of SMB, mid-market and enterprise size companies that provided review feedback which clearly show that the company serves SMB, mid-market and enterprise companies.

Next, we looked for the product's pricing on the company's website, but this was not listed there. We then decided to check through review sites such as Trust Radius, G2, and Capterra with hope to find a user who has posted information about the product's pricing. We did not find any such post, but we were able to find an information provided on the G2 site about ClientSuccess pricing. G2 noted that "ClientSucess did not provide their pricing; hence, the company needs to be contacted for the product price." 

To identify the pros and cons of ClientSuccess customer success software, we read through recent reviews of the product on Trust Radius and G2. We limited the reviews we read to those posted within the last six months to avoid reviews that were no longer relevant or contained features that have been updated on the platform. With this, we were able to synthesize the pros and cons noted by more than one user and have put them together above.

We have summarized our findings in the appropriate columns of row 5 of the attached spreadsheet. 

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Customer Success Products - Totango

The customer success product features of Totango are detailed in row 6 of the attached spreadsheet.

Totango serves both small and medium-sized businesses (SMBs) and large enterprises including: 
Dimension Data — This company has an estimated revenue of $7.6 billion with over 28,000 employees.
Google — This company has an estimated revenue of $136.2 billion with over 10,000 employees.
Zendesk — This company has an estimated revenue of $650.4 million with 2,000 employees.
Accela — This company has an estimated revenue of $16 million with 536 employees.
BlazeMeter — This company has an estimated revenue of $9 million with 11-50 employees.
Research Strategy:In order to find pricing for Totango, we looked at the company's website in hopes that they list this information. Unfortunately, Totango does not list pricing on its website and instead encourages potential customers to set up a demo in order to get pricing information. We then searched for third-party information on websites that provide information on different software companies, including Capterra and Get App, but no pricing information was available. Get App does note that the pricing structure is a subscription, but does not give specifics on pricing. Finally, we looked through reviews of Totango on sites such as Trust Radius, G2 and Featured Customers, but none mentioned the price. Based on this information, we concluded that pricing information is not available publicly. 

Sources

From Part 01

Customer Success Products

docs.google.com

Publication Year: 2019

Company | Customer Success Software | Gainsight

gainsight.com

Publication Year: 2019

Quotes

"A powerful platform and SaaS applications built to turn disparate customer data from multiple sources into insights and actions that drive measurable business outcomes for your clients."
"As the leading Customer Success platform provider, Gainsight empowers hundreds of customer-focused businesses to deliver outcomes and exceptional experiences everyday."