“limited features”

Pros

Getting around the platform is easy and it does a good job of helping track the health of accounts.

Cons

Stakeholder mapping and hierarchy features are pretty limited. One thing that's especially frustrating is that you can only assign one client account owner. With large enterprise accounts, there are usually several owners involved. From an Account Manager perspective, it feels like a lot of the functionality I need is still missing. A big challenge for us is that it hasn't been set up properly and doesn't connect very well with HubSpot or our backend systems although some of that is on our side. I'd also really like to see stronger templating for account plans and similar workflows.

“Poor onboarding and wasted money”

Pros

It didn't add anything useful at all and ended up feeling like a complete waste of money with zero results.

Cons

Things looked okay right up until the sale was completed but after that the onboarding was really bad. It didn't feel worth the money in any way and the company came across as more focused on charging customers than actually delivering good service. On top of that, the customer success team didn't seem to know which customers were even using the software and there was no real accountability.

“Powerful customer tracking”

Pros

Handling multiple contacts under each customer is exactly where this platform helps us most. It lets us track issues by both contact and customer, assign tasks to the right CSM and keep an eye on progress without losing visibility. We also get a clear view of ARR, key dates and OHS which makes customer management much easier. The filtering options are really useful too especially when sorting by revenue or spotting customers with missing data. On top of that, being able to integrate it with our other core platforms is a must for us and adds a lot of value.

Cons

Because it is such a large platform, it takes some time to learn all of its features and fully take advantage of everything it offers. Pricing is also a little on the high side for the number of users and viewers included. Aside from that, it is still a great tool for CSMs.

“Helpful health scoring”

Pros

Once I have it set up, health scoring takes about a day. It helps me keep customer tasks, notes and insights organized in one place.

Cons

The conversations feature still needs work and the HubSpot integration could definitely be improved.

“customer insights in one place”

Pros

Having so much information available for each customer through our Stripe and Segment integrations was incredibly helpful. It let me pull up key customer details right inside the platform instead of having to jump into other tools to look things up.

Cons

I do wish there were more shared features available between the customer success and sales sides of the platform.

“B2B SaaS customer success fit”

Pros

One thing this software does well is center the Customer Success workflow around product analytics. It's clearly built with B2B SaaS teams in mind and that focus is definitely a strong advantage.

Cons

It really makes the most sense if you already have a dedicated Customer Success team in place, otherwise, a standard product analytics tool may be the better option. If your team isn't handling manual outreach, this platform probably won't be the right fit.

“Quick setup and useful data”

Pros

It was really easy to use and didn't take much effort. At the end of the day, the results you get mostly depend on how good the data is that you connect to it.

Cons

Account tracking rules feel a little restrictive but they still haven't kept us from managing performance or tracking customers in any meaningful way.

“excellent Intercom and HubSpot sync”

Pros

This platform works really well with Intercom and HubSpot and the integration between them feels reliable and useful in day-to-day use.

Cons

The downside is that it doesn't offer many analytics features so there's not much to work with when it comes to deeper insights or reporting.

“all data in one place”

Pros

It's been a huge plus to have all my data gathered in one place at last. The support team was really helpful whenever questions came up though the tool is also simple enough to handle everything on your own if you want to.

Cons

Honestly there's not much to complain about. The only thing worth mentioning is that the value you get from it really depends on how well the setup is done and the quality of the data you bring in. It's definitely worth cleaning up the data from your other tools before you begin the integration.