About This Constellation ShortList™

The Customer Growth Automation sector could be considered a sub-set of customer success technology, however, users of this technology need not necessarily have a customer success program or software in place. Customer Growth Automation looks to measure customer/user behavior (especially for digital products and services) to better identify trends and opportunities. These can be potentially negative, such as churn; or positive, such as cross-sell and upsell opportunities. This market differs from digital adoption platforms, in that while these tools both track user behavior, Customer Growth Automation is multi-source and less about pure “adoption” and more about the entire customer experience, uncovering signals that can aid revenue teams more so than product teams.

These systems take in a number of data types from a number of data sources, so they must be uniquely nimble from both an integration and data processing perspective. In addition, they must understand how behavior and actions taken lead to revenue trends, both positive and negative – thus, strong predictive AI is necessary. Also, generative and agentic AI must be applied, so that action can be taken from the insights generated at scale.

Threshold Criteria

Constellation considers the following key criteria for these solutions:

  • Integration with key data points that provide insights into customer behavior post-sale, such as web analytics, product usage analytics tools like Pendo, etc. 
  • Analytics and dashboards to identify top growth opportunities at granular and aggregate levels 
  • Provide drill-down or in-line insights into root cause of positive or negative growth behaviors, to provide context for users 
  • Workflow and task management to aid post-sale professionals to take action on the insights uncovered by the system 
  • Intuitive UI and ease of configuration to enable non-technical business users to deploy and maintain the system 
  • Provide ability for users to respond and engage with customers across multiple communication channels (email, web, SMS, chat, etc.) 
  • Personalization tools to customize customer outreach on a 1:1 basis based on exact behaviors or triggers 
  • Offer multi-lingual capabilities to power global full journey revenue teams 
  • Integration to sales automation, and customer success tools

The Constellation ShortList™

Constellation evaluates more than 10 solution providers categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research.

  • MAGNIFY.IO
  • SERVICENOW (IMPACT)
  • SAP (WALKME)
  • CUSTOMER.IO

Frequency of Evaluation

Each Constellation ShortList will be updated at least once per year. There could be an update after six months, should the analyst deem it necessary.

Evaluation Services

Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.

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