CustomerWinHQ is a cloud-based platform developed specifically for the PR and customer reference industries. It simplifies management and tracking of related information, such as customer testimonial data for press releases, case studies, media interviews, speaking opportunities, and video shoots.
Ranges from $50 per month for 500 customers and 5GB of storage to $100 per month for 2,000 customers and 20 GB of storage. A free 30-day trial is available, and there's a free plan that includes 10 customers and 1 GB of storage.
Erin Lumley, senior manager at Trainer Communications, has been using CustomerWinHQ about four months.
How do you use it?
I log into the website. Each login is tied to one customer account. I'm currently using it for my client Appcelerator. All accounts are kept separate, so if I were using it for another account it would have a different login name.
There's a preset, comprehensive form of fields including industry, related products, sales contact information, customer contact information, whether or not they're qualified, and a status field for notes. You can also attach files like press releases to the customer profile.
I send an email to my contact if there's an issue. I usually get a response pretty quickly.
How does it serve your business needs?
It is a website database so I can access the data wherever I am from any device with Internet access.
I spend every Monday onsite with Appcelerator. Recently, they asked if a customer was qualified, which means, if they were willing to do some sort of PR or marketing activity with us.
I have a lot of customers in the database on their behalf, and I can't remember the status of all of them off the top of my head, but I was able to find out right then and there that the customer was qualified and wanted to do a press release with Appcelerator. Having that information immediately accessible is a huge benefit.
Appcelerator has two types of customers - developers, of which there are more than 300,000, and enterprise customers. CustomerWinHQ lets us segment them, so if Appcelerator wants to highlight the top 10 apps its developer community has created this week, I can quickly see who they are and contact them. Being able to get granular like that helps my client see their customer reference program more clearly.
It also helps in the opposite way. For example, let's say there weren't very many qualified enterprise customers, I could see that easily and recommend that we get more so we have stories when we need them.
Like most agencies, we use a lot of online tools, and this one fits seamlessly into our arsenal.
What are the main benefits?
It's increased my productivity because the system allows me to upload and attach documents to the customer profile. I don't have to go searching for a case study, press release, or video - it's all there. Considering the amount of data agencies deal with on a day-to-day basis, that's a huge benefit.
The tool works really well for what we need it for. I don't know any other tools like this that are tailored to what PR agencies need.
I like that it's an online database and that we don't have to pay for storage.
What are the main drawbacks?
There's no customer support section or button at the moment.
What would you like to see improved / added?
I'd like to see a more robust customer support function.
I'd love a folder aspect, such as to be able to login with one user name and create folders for all my clients rather than having them all separate.
Excel - spreadsheet software.
Salesforce.com - products Force.com and Sales Cloud.