Evaluation criteria/matrix for CS tools?

Jim Jones

Hi all - I'm going to be evaluating a customer success platform (something like Gainsight, ChurnZero, Totango, etc.) in the 2nd half of this year, with an eye toward purchasing and implementing early next year. I have a preference for a specific tool, but I don't want to be biased in my selection.

I'd like to build a criteria/evaluation matrix to look at different tools and compare one to another. Just wondering if anyone in this community has done this recently, and if you have a template or a matrix you could share with me? Also, would welcome any advice on how to go about the selection process.