Data Quadrant Awards 2023
Customer Success
SoftwareReviews names HubSpot Service Hub, Front, and Intercom as Customer Success Data Quadrant Award Winners.
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Customer Success
Data Quadrant
Data Quadrants are proudly founded in 100% user review data and are free of traditional "magical" components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.
The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.
Read The In-Depth Report
A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.
- user satisfaction rankings
- |
- vendor capability comparisons
- |
- business value scores
- |
- individual feature evaluations
- |
- emotional connection to products
30+ pages
Note Software product placement is based on the scores provided by users, recency of the reviews, and review volume. Axes are dynamically adjusted based on the minimum and maximum values in the data set.
Evaluate the Complete
Software Experience
When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.
Product Features and Satisfaction
The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.
Vendor Experience and Capabilities
The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).
Gold Medalists
HubSpot
HubSpot Service Hub
Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.
8.9
Composite
Score
Composite
Score
+96
Emotional
Footprint
Emotional
Footprint
93%
Likeliness to
Recommend
Likeliness
to Recommend
Front
Front
Front is a hub for all things customer communication. Front combines the simplicity of email with the intelligence of a CRM, so you can provide tailor-made service at scale. Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM.
8.5
Composite
Score
Composite
Score
+99
Emotional
Footprint
Emotional
Footprint
90%
Likeliness to
Recommend
Likeliness
to Recommend
Intercom
Intercom
The modern customer communications platform that unifies every aspect of the customer journey, from conversion to engagement to support. Connecting with customers is more important than ever. We can help with scalable messaging for sales, marketing, and support.
7.9
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
86%
Likeliness to
Recommend
Likeliness
to Recommend
Vendor Capability Awards
Availability and Quality of Training
Front
Breadth of Features
HubSpot Service Hub
Business Value Created
Front
Ease of Customization
HubSpot Service Hub
Ease of Data Integration
Front
Ease of IT Administration
HubSpot Service Hub
Ease of Implementation
Front
Product Strategy and Rate of Improvement
Front
Quality of Features
Front
Usability and Intuitiveness
HubSpot Service Hub
Vendor Support
Catalyst
Vendor Capability Awards
Availability and Quality of Training
Front
Breadth of Features
HubSpot Service Hub
Business Value Created
Front
Ease of Customization
HubSpot Service Hub
Ease of Data Integration
Front
Ease of IT Administration
HubSpot Service Hub
Ease of Implementation
Front
Product Strategy and Rate of Improvement
Front
Quality of Features
Front
Usability and Intuitiveness
HubSpot Service Hub
Vendor Support
Catalyst
Other Evaluated Vendors
ClientSuccess
ClientSuccess
ClientSuccess is customer success software that helps you build relationships that last. The platform helps SaaS companies manage customers, reduce churn & maximize revenue.
7.8
Composite
Score
Composite
Score
+96
Emotional
Footprint
Emotional
Footprint
84%
Likeliness to
Recommend
Likeliness
to Recommend
Totango, Inc
Totango
Totango enables you to reduce churn, grow revenue, drive adoption, and scale your customer success. Totango is the customer success solution designed to help your team achieve their goals. Our customer data platform actively monitors all customer health signals and proactively engage at scale, resulting in focused, proactive customer success teams, increased productivity, and a lower churn rate.
7.7
Composite
Score
Composite
Score
+86
Emotional
Footprint
Emotional
Footprint
90%
Likeliness to
Recommend
Likeliness
to Recommend
Catalyst Software
Catalyst
Catalyst is a Customer Success Platform (CSP), that integrates with all the tools you’re already using to provide one centralized view of customer data. Customer Success Managers can proactively take the right actions to prevent churn, such as receiving automated alerts when a customer is not using certain features that are critical to their success.
7.5
Composite
Score
Composite
Score
+77
Emotional
Footprint
Emotional
Footprint
83%
Likeliness to
Recommend
Likeliness
to Recommend
Planhat
Planhat
Planhat is a customer platform built to give insights, manage workflow and drive customer experience. Planhat combines an elegant user experience with powerful enterprise architecture to offer simple solutions to complex business problems. From customer success to sales to marketing to product to finance, Planhat helps you help your customers achieve their goals.
7.3
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
84%
Likeliness to
Recommend
Likeliness
to Recommend
Gainsight
Gainsight Customer Success
Gainsight CS is a customer experience management solution that combines surveys, journey orchestration, and analytics to help businesses provide a best-in-class experience to their customers. Easily access customer insights in a centralized view. Utilize all survey types for a best-in-class customer feedback program.
7.2
Composite
Score
Composite
Score
+80
Emotional
Footprint
Emotional
Footprint
83%
Likeliness to
Recommend
Likeliness
to Recommend
Custify
Custify
Custify is a Customer Success Platform engineered for B2B SaaS companies. The platform centralizes data from multiple systems into an intuitive dashboard, highlighting key KPIs and customer health scores. From flagging at-risk accounts to automating workflows, Custify enables you to proactively manage customer relationships, reduce churn, and maximize lifetime value. Designed for scalability, it's a dynamic solution that evolves with your business needs, freeing your Customer Success Managers to focus on high-impact, strategic activities.
7.2
Composite
Score
Composite
Score
+88
Emotional
Footprint
Emotional
Footprint
75%
Likeliness to
Recommend
Likeliness
to Recommend
YNOT Partners INC.
UserGuiding
UserGuiding improves product adoption rates through 'no coding needed' interactive user onboarding flows. With this simple lightweight tool, just about anyone can quickly create step-by-step product walkthroughs on-screen. UserGuiding comes with great analytics as well to track the performance of walkthroughs, tours, tutorial popups, and more to help create personalized experiences.
7.1
Composite
Score
Composite
Score
+73
Emotional
Footprint
Emotional
Footprint
81%
Likeliness to
Recommend
Likeliness
to Recommend
ChurnZero
ChurnZero
ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. ChurnZero allows businesses to understand how their customers use their product, assess their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints.
6.9
Composite
Score
Composite
Score
+69
Emotional
Footprint
Emotional
Footprint
80%
Likeliness to
Recommend
Likeliness
to Recommend
For the full list of vendors in this space, click here.
About Gold Medal Awards and Software Reports
SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).
Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.
