Customer Success Blog

March 2022

20 reported problems with Customer Success software (and how Akita resolves them)

Barry Devon
Mar. 4th, 2022

As part of Akita's recent re-launch, we have been looking at the channels where potential customers (and the CS community in general) can educate themselves about our solution. G2 crowd is a key player in the review/social proof space and forms an important part of most companies evaluation process when shopping for B2B software. It's clear we need to focus some of our energy on G2.

Before positioning G2 as a core review platform for Akita, we looked at what users were saying about other vendors in our space. It turns out there are 2 reasons for us to be encouraged...

  • The vast majority of reviews were positive and demonstrate that CS solutions in general are positioning themselves as core components in the tech stacks of B2B SaaS companies. 👍
  • While the feedback is almost universally positive, once you drill down below the ‘stars given’ feature and focus on the ‘What do you dislike?’ section, many limitations with existing platforms become apparent. Often, these are features missing in most platforms but present in Akita!


Below are 20 quotes pulled from the G2.com review site. They relate to [un-named/redacted] Customer Success platforms and identify limitations Akita does not have:

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