Customer Success Made Intelligent

Turn customer insights into positive outcomes with 4D analytics delivered to your team directly through your existing CRM or Customer Success Platform.

A woman looking at customer insights

Respond to Customer Signals

Get the full story behind every contact using signals to see how loyalty changes in real-time.

Understand Intent in Real-Time

Know which customers will churn, upsell, or renew with 90% accuracy based on signals.

Train Your Team with AI

Use an AI coach to teach your customer success team how to improve their skills.

Introducing the Customer Success Intelligence Cloud

There’s hundreds, if not thousands of customer signals locked away in communications tools. With so many signals, it’s impossible for customer success teams to realize the customer’s intent and what their next best step should be. CompleteCSM has created a customer intelligence cloud that will match customer signals with your operational data, and then use predictive analytics to deliver insights into your CRM or Customer Success Platform. See how customer loyalty and intent changes in real-time based on their interactions with Customer Success, Account Management, Support or Engineering team.

Our Customers Achieve Better Outcomes

Customer Signals

BenchSci wanted to understand which customers are promoters or detractors in order to find more upsell opportunities. They had thousands of conversations locked away in Zoom, HubSpot support tickets, emails, and Planhat that customer success managers couldn’t fully track.

CompleteCSM captured deep sentiment and loyalty data to properly trend each account’s propensity to expand or renew. This customer intent score helped the BenchSci team prioritize their time spent on the right accounts.

We have to turn users into fans, fans into advocates and advocates into evangelists. They have to tell their organizations about our value. Truly understanding how customers feel about us at the usage level is huge.

-Mike Egan, VP of Customer Success and Integrations, BenchSci

Intent Scoring

Talend couldn’t measure its customers’ usage or interaction data and wanted analytics on their propensity to churn, renew or expand. The company was looking at the daunting task of hiring data scientists, engineers, and analysts to build the capacity itself.

Instead of building its own solution, Talend turned to CompleteCSM. Talend provided data from 10 customers and CompleteCSM’s models and regression testing predicted churn and expansion opportunities with 90% accuracy.

With CompleteCSM we can reinforce the concept of hitting the right moments of truth during the onboarding conversation, and help the customer obtain clarity for how to get there.

–Faisal Khan, VP Customer Success, Talend

AI Coaching

Gainsight already recorded every customer call, but rewatching the meeting at 1.5X, taking notes, and coaching CSMs was inefficient. CompleteCSM was integrated between Gainsight and its customer interactions to determine the learning styles, emotional responses, and personality profiles of each customer. These insights were fed into a simulator to help CSMs prepare for upcoming meetings.

As a result, the CSM team in India was able to hold more effective conversations with customers using their enhanced EQ skillset.

I can’t over emphasize how critical EQ is for CSMs, it’s so hard to teach and measure. We use CompleteCSM's real-time sentiment as a coaching mechanism to standardize our detection points.

–Kellie Capote, SVP Customer Success, Gainsight

Get Customer Insights Delivered to Your Team 

No more guessing about how a customer feels about you. CompleteCSM delivers insights into your customer success platform or CRM to empower teams to drive results.

Automated Intent Scoring

Have a standardized process for scoring customer accounts so you can see which customers are at risk or ready to grow in real-time. Sync scorecards into Salesforce, Gainsight, or Planhat to keep the whole team on the same page.

Stakeholder Insights

See what stakeholders think about your product with all their conversations bubbled up into predictive insights. Access all relevant customer conversations in one place and understand how each interaction adds to the overall customer story.

Coaching Tools

Get action items and meeting summaries delivered to your CRM or Customer Success tool. Train your team on how to use prescriptive action plans and customer data to keep accounts on the right track. 

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Get a demo of CompleteCSM to see how the customer success intelligence cloud can help you grow and retain your customer base.