Customer success software: what you need and when you need it

Протокол вирішення

1. 01

   Under 50 customers: use your CRM

   Your CRM has everything you need: deal stage (customer), notes, tasks, email log. Create a 'Health' property with values Red/Yellow/Green. Review weekly. Dedicated CS platforms add cost and complexity you don't need yet.

2. 02

   50–200 customers: add health scoring

   This is the first moment a spreadsheet breaks. You need automated health scores based on: product usage, support ticket volume, NPS score, contract renewal date. HubSpot's Service Hub, Freshdesk, or Zendesk handle this natively.

3. 03

   200+ customers: consider a dedicated CS platform

   Gainsight, ChurnZero, or Totango become cost-effective when managing CSMs across a large book of business. The ROI trigger: if 1 CSM managing 80 accounts × average contract value × 10% churn reduction > platform cost, buy it.