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

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Jeff Breunsbach
Jeff Breunsbach Member Posts: 266 Gain Grow Retain Staff
5 Insightfuls Photogenic First Anniversary GGR Blogger 2022
edited December 2021 in CS Technology
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


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  • Jeff Heckler
    Jeff Heckler Member, CS Leader Posts: 80 Expert
    Photogenic First Anniversary First Comment Office Hours Host 2022
    edited December 2021
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    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
    Jeff Heckler Member, CS Leader Posts: 80 Expert
    Photogenic First Anniversary First Comment Office Hours Host 2022
    edited December 2021
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    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
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 12-21-2021 09:33
    From: Jeff Breunsbach
    Subject: Successcape by GGR | A one-page view of the tech stack

    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


    image


  • Mark Flanagan
    Mark Flanagan Member Posts: 26 Expert
    First Comment
    edited December 2021
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    Hi Jeff. Can you add Flyteai.com for automated note-taking and reporting? Thanks.
  • Mark Flanagan
    Mark Flanagan Member Posts: 26 Expert
    First Comment
    edited December 2021
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    One more suggestion, Jeff. Add Quala.io for Customer Intelligence.
  • Oliver Plane
    Oliver Plane Member Posts: 3 Navigator
    Office Hours Host 2022 Photogenic First Anniversary
    edited December 2021
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    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
  • Sara Bochino
    Sara Bochino Member Posts: 4 Navigator
    First Comment First Anniversary
    edited January 2022
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    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.image
  • Nick Mehta
    Nick Mehta Member Posts: 10 Contributor
    edited January 2022
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    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!
  • Jeff Heckler
    Jeff Heckler Member, CS Leader Posts: 80 Expert
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    edited January 2022
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    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.


  • Ademir Rustemovic
    Ademir Rustemovic Member Posts: 2 Navigator
    edited January 2022
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    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
    Ademir Rustemovic Member Posts: 2 Navigator
    edited January 2022
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    There was a bug and the post got duplicated. Please feel free to delete this one.
  • Oliver Plane
    Oliver Plane Member Posts: 3 Navigator
    Office Hours Host 2022 Photogenic First Anniversary
    edited January 2022
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    Here is an additional suggested Tech stack for CS from inSided.
    image



    image


  • James Stuart
    James Stuart Member Posts: 27 Expert
    edited January 2022
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    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

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