Seeking Input on CSM Tools: Vitally, PlanHat, ChurnZero

Greta S. · 2025-11-21T15:44:12.630Z

CSP Question: Looking to replace Catalyst for our CSMs, Gainsight is out of the question. Front runners are Vitally, PlanHat, and ChurnZero - wondering if anyone has input on these? Thanks!

Seeking Input on CSM Tools: Vitally, PlanHat, ChurnZero | RevGenius

15 comments

· Sorted by Oldest

Manuel H.
·
·
Curious, why are you looking to replace Catalyst?
Manuel H.
·
·
What are your goals for a CSP? I.e. what are you key success criteria for a platform?
Pat H.
·
·
What CRM are you on Greta S.?
Greta S.
·
·
Looking to replace catalyst for two main reasons: 1) Since being acquired, the investment in the platform has come to a near standstill, including no plan to incorporate any AI capabilities, and 2) We've run into some pretty critical limitations especially when it comes to integrations (doesn't integrate with Intercom, our support platform) and in case management
Greta S.
·
·
CRM is Salesforce
Pat H.
·
·
Vitally is fine, at best. You'll likely run into similar issues as you're having with Catalyst. CZ is my recommendation, simply due to scalability AND workability with current internal resources. PlanHat is great, but needs dedicated PH knowledge and skills to get the system from implementation to a machine that hums with minimal monitoring by your staff.
✅1
Manuel H.
·
·
Thanks Greta S., that makes sense and isn’t entirely surprising, unfortunately. What are your main use cases / goals for a CSP? There are some non-traditional platforms emerging that I foresee will eventually displace the CSPs, but right now it still depends on the use cases.
✅1
Greta S.
·
·
Main use cases are: 1) holistic view & account level view of customer health, 2) managing along the customer journey from onboarding through renewal through growth, 3) email cadencing, both manual & trigger-based cadences, 4) day-to-day task management for CSMs
👍1
Manuel H.
·
·
Got it, makes sense. In my experience, #1, #2 and most of #4 can be done somewhat more comprehensively outside the traditional CSPs now. Would you be open to a call so I can get an even better understanding and perhaps show you how I implemented this at my last company?
Greta S.
·
·
We've explored going outside of a traditional CSP but we're just not ready for that at this point - we're going with a traditional CSP for sure this time around
Manuel H.
·
·
Understood Greta S., I have heard good things about Planhat, haven’t looked at it first hand in the last year, but I know several CS leaders that are very happy with it.
✅1
Greta S.
·
·
Thanks!
Vikas K.
·
·
Whichever tool you choose, Greta S., there is merit in working closely with product analytics team. Otherwise CSMs will be playing a guessing game..
✅1
Megan J.
·
·
Planhat was our runner up to our selection of Gainsight last year. Only reason we didn't go with them is they couldn't handle our complex data relationship at a customer level.
Vikas K.
·
·
Greta S. Let me know if you are still undecided or would like to use a system which helps CSMs increase NRR, not just report on churn. One of our customers chose us over Planhat in one case. One customer is using us for reducing 0-90 days churn in addition to using Vitally. Details here: https://www.datavicloud.ai/expand

Manuel H.
·
·
Curious, why are you looking to replace Catalyst?
Manuel H.
·
·
What are your goals for a CSP? I.e. what are you key success criteria for a platform?
Pat H.
·
·
What CRM are you on Greta S.?
Greta S.
·
·
Looking to replace catalyst for two main reasons: 1) Since being acquired, the investment in the platform has come to a near standstill, including no plan to incorporate any AI capabilities, and 2) We've run into some pretty critical limitations especially when it comes to integrations (doesn't integrate with Intercom, our support platform) and in case management
Greta S.
·
·
CRM is Salesforce
Pat H.
·
·
Vitally is fine, at best. You'll likely run into similar issues as you're having with Catalyst. CZ is my recommendation, simply due to scalability AND workability with current internal resources. PlanHat is great, but needs dedicated PH knowledge and skills to get the system from implementation to a machine that hums with minimal monitoring by your staff.
✅1
Manuel H.
·
·
Thanks Greta S., that makes sense and isn’t entirely surprising, unfortunately. What are your main use cases / goals for a CSP? There are some non-traditional platforms emerging that I foresee will eventually displace the CSPs, but right now it still depends on the use cases.
✅1
Greta S.
·
·
Main use cases are: 1) holistic view & account level view of customer health, 2) managing along the customer journey from onboarding through renewal through growth, 3) email cadencing, both manual & trigger-based cadences, 4) day-to-day task management for CSMs
👍1
Manuel H.
·
·
Got it, makes sense. In my experience, #1, #2 and most of #4 can be done somewhat more comprehensively outside the traditional CSPs now. Would you be open to a call so I can get an even better understanding and perhaps show you how I implemented this at my last company?
Greta S.
·
·
We've explored going outside of a traditional CSP but we're just not ready for that at this point - we're going with a traditional CSP for sure this time around
Manuel H.
·
·
Understood Greta S., I have heard good things about Planhat, haven’t looked at it first hand in the last year, but I know several CS leaders that are very happy with it.
✅1
Greta S.
·
·
Thanks!
Vikas K.
·
·
Whichever tool you choose, Greta S., there is merit in working closely with product analytics team. Otherwise CSMs will be playing a guessing game..
✅1
Megan J.
·
·
Planhat was our runner up to our selection of Gainsight last year. Only reason we didn't go with them is they couldn't handle our complex data relationship at a customer level.
Vikas K.
·
·
Greta S. Let me know if you are still undecided or would like to use a system which helps CSMs increase NRR, not just report on churn. One of our customers chose us over Planhat in one case. One customer is using us for reducing 0-90 days churn in addition to using Vitally. Details here: https://www.datavicloud.ai/expand