Customer Success Leadership Community

 View Only

Successcape by GGR | A one-page view of the tech stack

  • 1.  Successcape by GGR | A one-page view of the tech stack

    Moderator
    Posted 12-21-2021 09:34
    Gain Grow Retain is building Successcape - a condensed view of the customer success technology landscape.

    Our goal is to help customer success leaders get a feel for how their tech-stack can build together, like lego pieces.

    Below is our MVP version (really not complete, but meant to get the point across).

    So, will you help us?

    If you have a new category or a new software - drop it in the form below. We'll be making a V1 release to launch the new year.

    https://bit.ly/GGR-Successcape



    #CustomerSuccess
    #Technology

    ------------------------------
    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020
    ------------------------------


  • 2.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 12-22-2021 09:47

    Great stuff, @Jeff Breunsbach, thanks for taking the initiative!

    A few off the top of my head:

    Call Recording: ExecVision
    Collaboration: Miro, WebEx
    Analytics: Tableau, MicroStrategy, SAP BusinessObjects, Looker​
    CSP: Planhat, Catalyst
    Customer Comms: Intercom
    Marketing: Demandbase
    Onboarding: WalkMe, Simpo



    ------------------------------
    Jeff Heckler
    Director of Customer Success Solutions
    MarketSource, Inc.
    Top 25 CS Influencer, 2021
    One of Watch in Saas, 2022
    ------------------------------



  • 3.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 12-23-2021 10:06

    I hope this is helpful for CS leaders...

    Here's a synopsis of questions and thoughts to consider before entering the evaluation phase of new tool selection:

    https://www.linkedin.com/posts/jeffheckler_customersuccess-csops-leadership-activity-6871465542948147200-GBeL


    ------------------------------
    Jeff Heckler
    Director of Customer Success Solutions
    MarketSource, Inc.
    Top 25 CS Influencer, 2021
    One of Watch in Saas, 2022
    ------------------------------



  • 4.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 12-28-2021 14:16
    Hi Jeff. Can you add Flyteai.com for automated note-taking and reporting? Thanks.

    ------------------------------
    Mark Flanagan
    Founder & CEO
    Twin Peaks Research
    Evanston IL
    +1-508-922-7605
    ------------------------------



  • 5.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 12-28-2021 14:21
    One more suggestion, Jeff. Add Quala.io for Customer Intelligence.

    ------------------------------
    Mark Flanagan
    Founder & CEO
    Twin Peaks Research
    Evanston IL
    +1-508-922-7605
    ------------------------------



  • 6.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 28 days ago
      |   view attached
    Hi Jeff (& GGR team),

    This is a great initiative, and I would be happy to help.

    Not that I want to burst your bubble but CSM Practice (Irit & Co.) produced a similar CS Tech Stack landscape, here attached the actual PDF for your benefit. Here is the link to the CSM Practice report: The Technology Stack for Customer Success Teams. This could be helpful. There are areas which CSM Practice have not covered so it makes sense to add to the GGR picture. The challenge will be to keep it on one slide.

    For LMS I would add:
     - LearnWorlds
     - Thinkific
     - Kajabi

    There are other LMS' but these 3 I have personally evaluated.

    Hope this helps.

    Thanks again
    Oliver

    ------------------------------
    Oliver Plane
    Customer Success Executive
    NorthStar.buzz
    Switzerland
    +41799621969
    ------------------------------



  • 7.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 24 days ago
    Here is an additional suggested Tech stack for CS from inSided.




    ------------------------------
    Oliver Plane
    Customer Success Executive
    NorthStar.buzz
    Switzerland
    +41799621969
    ------------------------------



  • 8.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 25 days ago
    Awesome that you're doing this! This blog from Scale Venture Partners is similar - might have a few cos to add from this: https://www.scalevp.com/blog/the-next-frontier-of-customer-success-software?utm_source=pocket_mylist

    Happy new year!

    ------------------------------
    Nick Mehta
    Gainsight
    ------------------------------



  • 9.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 25 days ago

    Next, it will be interesting to see where all of these disparate tools scattered across the CS landscape land in regards to:
    1. Consolidation
    2. Specialization
    3. Disruption

    These will heavily rely on who can:
    1. weave themselves into being must-haves in orgs' workflows
    2. provide a complete customer journey from lead to customer for life.




    ------------------------------
    Jeff Heckler
    Director of Customer Success Solutions
    MarketSource, Inc.
    Top 25 CS Influencer, 2021
    One of Watch in Saas, 2022
    ------------------------------



  • 10.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 24 days ago
    I love this, @Jeff Breunsbach! I commented on your LI post a while ago, but here is out we have laid out our tech stack.​

    ------------------------------
    Sara Bochino
    talech
    ------------------------------



  • 11.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 24 days ago

    Hello all,

    This is some great initiative.

    Let me add a few tools that can be potentially used in the SuccessScape:

    - Analytics: Qlik Sense
    - Collaboration/Community: Sharepoint (by Microsoft); JIRA; Workplace (by Facebook); Discord
    - Enablement: Mindtickle
    - Productivity: Betterworks (managing objectives & Goals)
    - Intelligence: Klue (competitor)

    Kind regards



    ------------------------------
    Ademir Rustemovic
    Infobip
    ------------------------------



  • 12.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 24 days ago
    There was a bug and the post got duplicated. Please feel free to delete this one.


  • 13.  RE: Successcape by GGR | A one-page view of the tech stack

    Posted 23 days ago
    Hi @Jeff Breunsbach

    For Community, you also have Preflight- Which focuses on CS but pre-sales
    For Project Management you can also use Trello.
    For Customer Satisfaction- Survey Monkey

    Thanks
    James

    ------------------------------
    James Stuart
    Customer Success Manager
    ------------------------------