ServiceSource, a recurring revenue management outfit, has released the ServiceSource Customer Success App on the Salesforce1 Platform.

“Today’s customer success teams need purpose-built tools that complement their existing CRM systems so they can deliver a high-value customer experience at every touch point after the initial sale,” explains Jim Dunham, President of the Cloud & Business Intelligence Business Unit of ServiceSource.

Utilizing “industry best practices”, “account specific success plans” and “deep usage analytics”, Dunham says, the app builds and scales customer success operations across a customer base. This app enables customer success teams to optimize interactions and thus increase retention and maximize customer lifetime value. The app drives best practice engagement across the customer journey – after the initial sale – to accelerate onboarding, adoption, retention, renewals, cross-sell, upsell and advocacy according to their press release.

“The Salesforce1 Customer Platform is a game changer for developers and partners because it helps them build engaging, next generation apps to connect with customers in a whole new way,” agrees Mike Rosenbaum, EVP, Salesforce Platform,

“By opening the platform, we have made it possible for customers and partners to get their apps and data in one place, where everything is connected and in the context of their business,” he added.

Key features of this app are:

  • Inline Customer Health Monitoring: Embedded account status indicators and metrics within the Salesforce1 Platform indicate usage of a product, consistently, to measure customer success at scale.
  • Tailored Customer Plays: By combining subscription- and user-level predictive analytics with pre-planned plays, sales and customer success teams optimize their interactions.
  • High Volume Effectiveness: “Focus Categories” help customer success reps efficiently and effectively manage more accounts by pinpointing high-value customers that require immediate attention.
  • Structured Success Plans: Customer success plans provide clarity into the journey each customer takes with a company’s products and organization.

ServiceSource Customer Success for Salesforce1 will be available in late autumn 2014.

(Image source: ServiceSource)

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