Customer Success Cloud Overview

Certinia Customer Success Cloud is a solution that enables you to manage your businesses' customer relationships and drive customer success. Customer Success Cloud provides you with a suite of tools to help you better understand your customers, provide more personalized support, and improve customer satisfaction and retention by encouraging cross team collaboration throughout the customer life-cycle, starting with the sales cycle.

The features of Customer Success Cloud are designed to provide you with a holistic view of your customer relationships.

Customer Success Cloud enables you to:

• Create success plans that enable you to capture your customer's key value objectives and critical success criteria.
• Create objectives for your success plans and surface them on the relevant playbook.
• Create a playbook, either from scratch or using best practices templates and previous playbook templates.
• Create playbook tasks to enable resources to be allocated and collaborate on tasks.
• Create teams that enable the right resources across the organization to be engaged in the right areas.
• Encourage customer collaboration using your Experience Cloud site.