We Tried 12 Customer Retention Software for 2025

Customer experience is not only responding to disgruntled customers. It’s an ongoing process where your agents speak with—and listen to—customer’s demands, problems, and so on. It’s proactive enough to pre-empt customer issues before they arise.

To do all this strategically, you need customer retention software that aligns with your business and customer goals. We’re covering 12 best customer retention software in this guide to help you make the right choice and boost customer retention.

What is Customer Retention Software?

Customer retention software, often referred to as a customer retention tool, helps businesses reduce customer churn by improving satisfaction and building long-term loyalty. It provides tools for data analytics, customer segmentation, behavior tracking, and personalized communication.

Sales, marketing, and customer service teams use these features to personalize interactions and create targeted strategies that enhance the customer experience and strengthen relationships. This software optimizes engagement, drives repeat business and increases overall customer lifetime value.

12 Best Customer Retention Software in 2025

Let’s explore the 12 best customer retention management software solutions, highlighting the features and capabilities that make them stand out in helping businesses build lasting customer loyalty.

1. Nifty

Nifty is one of the best tools for communicating with customers and managing your project, all within the same tool. With focused attention on granular projects as well as task management features, Nifty allows you to keep your internal and external stakeholders and customers happy.

This project management tool is perfect for small businesses looking to simplify customer relationships and project workflows. By incorporating customer retention tools, it gives you a central space to manage client interactions, track tasks, and keep projects moving.

Customer service teams love how it streamlines communication and makes follow-ups and project milestones easier to manage.

Top Features

• Workflows: Nifty provides centralized workflows that simplify customer retention efforts. With a unified workspace, your team can map out and monitor every stage of the customer journey. This ensures no task or milestone is overlooked. For instance, you can set up a retention workflow that tracks onboarding processes, follow-ups, feedback requests, and renewal touchpoints, giving your team a clear roadmap to keep customers engaged.
• Task Management for Retention Initiatives: The tool’s task boards allow you to create and manage retention-focused tasks using Kanban, Calendar, and Timeline views. Assign specific follow-ups, surveys, or engagement campaigns to team members and track progress in real-time. For example, a customer success manager can schedule reminders to check in on key accounts after service delivery. This way, the team will be able to ensure clients feel valued and supported.
• Collaborative Features: Nifty’s collaborative tools include discussion threads and document sharing, which ensure everyone stays aligned on client needs and feedback. Teams can get together on various issues in real-time, whether it’s team brainstorming sessions on improving service quality or sharing client feedback reports. Quick inputs from sales, marketing, and support teams ensure your retention strategy stays on point.
• AI Project Management: Nifty integrates AI to supercharge retention efforts. With Nifty Orbit AI, teams can automate repetitive tasks like sending personalized retention emails, creating follow-up schedules, or generating progress reports on customer engagement. For instance, if a customer account shows signs of reduced activity, the AI can trigger an alert, suggest retention steps, and even draft customized outreach messages!
• Integrations: Nifty seamlessly connects with tools your team already uses, such as CRMs, marketing platforms, and accounting software, creating a streamlined ecosystem for customer retention. For example, you can integrate with email platforms to automate nurture campaigns or with analytics tools to track customer satisfaction trends. These integrations eliminate data silos, allowing teams to respond quickly to customer needs with relevant and actionable insights.

Pros

• Client onboarding is easy
• Constant update rollouts for improving communication and administrative functionalities
• A lot of storage, even in the free plan
• Consistent reminds and notifications of tasks is a well-loved feature
• Reasonably priced with great collaboration features
• Allows teams to work interactively on deliverables and deadlines

Limitations

• The app is not as robust as the web version

Pricing

• Free
• Personal: $7/month per user, billed yearly
• Pro: $10/month per user, billed yearly
• Business: $16/month per user, billed yearly
• Enterprise: Contact sales

Ratings

• G2: 4.7/5
• Capterra: 4.6/5

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2. Zendesk

Zendesk is a CRM platform that centralizes customers’ interactions across channels, offering a sophisticated yet easy-to-use system that supports agents and customers. It’s not just about tracking tickets—Zendesk helps you create lasting customer relationships by providing efficient, personalized, and AI-enhanced support.

Various features designed for businesses of all sizes ensure your team is prepared for every support scenario, from simple queries to complex service requests.

Top Features

• Zendesk’s Answer Bot integrates seamlessly with your knowledge base
• Manage customer communications from multiple channels—email, chat, phone, social media, and messaging—all within a single platform
• Deep insights into agent performance, ticket trends, and customer satisfaction are available through customizable dashboards and detailed analytics
• Tailor ticket forms, create customized workflows, and set automatic triggers to ensure tickets are routed to the right agent based on their priority and complexity
• A built-in knowledge base allows customers to find answers independently
• With over 1,700+ integrations, Zendesk can connect smoothly with other platforms like Salesforce, Slack, and Microsoft Teams

Pros

•  Zendesk’s customer history feature ensures agents have all relevant context
• Agents can monitor support metrics, satisfaction scores, and customer feedback in real-time
• The system is highly adaptable to different industries, whether you need detailed ticket workflows, custom reporting, or robust self-service options

Limitations

• While a knowledge base is included, the editor lacks key features like auto-save, advanced formatting, and image resizing
• Some aspects, like deeper customization of certain workflows or custom fields, require technical know-how or third-party apps
• Deleting or archiving outdated data, like old ticket fields, can cause issues with historical records—something to consider if data integrity is a priority

Pricing

• Support Team: $19/month per agent
• Suite Team: $55/month per agent
• Suite Professional: $115/month per agent
• Suite Enterprise: Custom pricing

Ratings

• G2: 4.3/5
• Capterra: 4.4/5

3. HubSpot CRM

Another best customer retention software is the HubSpot CRM. It gives your team the tools to manage leads, track customer interactions, and analyze customers churn to enhance retention strategies. With its free plan and a range of powerful features, it’s built for businesses looking to streamline their customer journey—from initial contact to post-purchase follow-ups.

Teams can stay on the same page with seamless integrations and automation tools that eliminate repetitive tasks.

Top Features

• Centralized contact and deal management to track leads and sales progress
• Email tracking with real-time engagement alerts to follow up at the right time
• Pre-made email templates and scheduling for faster communication
• Live chat to engage prospects directly on your website
• Meeting scheduling tools to simplify client interactions
• Sales quotes for closing deals 

Pros

• Intuitive design that’s easy for teams to adopt
• A free plan packed with valuable tools for startups and small teams
• Advanced automation capabilities to save time and boost productivity
• Scales easily as your business grows

Limitations

• Pricing structure gets confusing with premium plans and add-ons
• Advanced features in higher-tier plans can feel expensive for small businesses
• Customization options for workflows and reports may feel limited on lower-tier plans

Pricing

• Free Tools
• Starter Customer Platform: Starts at $15/month per seat 
• Professional Customer Platform: Starts at $1170/month (includes 5 seats)

Ratings: 

• G2: 4.4/5
• Capterra: 4.5/5

4. Salesforce Service Cloud

One of the best helpdesk software out there, Salesforce Service Cloud empowers teams to manage customer support by bringing all support tickets from different channels into a single ticketing system, which is crucial for retaining existing customers. This way, your agents will be able to work with greater organization and responsiveness. Its suite of AI tools handles repetitive tasks, streamlines customer interactions, and drives speedy case management.

Top Features

• Omnichannel routing directs tickets to the right agents based on availability and skills
• Unified ticketing system across multiple channels with a single dashboard to see ticket status, prioritize tasks, etc.—all from one workstation
• Case management provides a clear timeline of customer interactions
• AI-generated service responses save time while ensuring accuracy and relevance
• Knowledge base access within the system for quick, contextual support solutions
• Self-service options reduce customer dependency on agents for common inquiries
• Proactive incident management automatically detects and addresses potential issues
• Mobile app for field agents to access customer data and service records on-site
• Work order management for tracking and scheduling field service tasks
• Real-time asset tracking and maintenance features for better asset performance and lifespan
• Customizable analytics to monitor support metrics and drive data-informed decisions

Pros

• AI-powered tools like Einstein for predictive lead scoring and opportunity insights to identify high-value prospects
• Repetitive tasks such as follow-up reminders and email scheduling can be automated, freeing up sales teams for client interactions
• Pipeline forecasting tools provide clear visibility into future sales opportunities
• The Salesforce AppExchange allows you to find third-party apps to expand functionality, such as DocuSign for contracts or Slack for team collaboration
• Detailed dashboards for tracking KPIs like conversion rates and deal closure times
• The mobile app is fully functional, allowing users to log meetings, check tasks, and update opportunities while in the field

Limitations

• The license pricing model can quickly escalate, especially for teams needing advanced features like Sales Cloud Unlimited
• Custom workflows and integrations often require a dedicated Salesforce developer, adding extra costs for smaller businesses
• Data syncing delays can occasionally cause real-time metrics to lag, impacting fast-paced sales teams
• The interface for custom reports is not always intuitive, requiring extra training to generate complex analytics
• Certain browser-specific performance issues (think: slow-loading Chrome) can disrupt workflow consistency

Pricing

• Starter Suite: $25/month per user
• Pro Suite: $100/month per user
• Enterprise: $165/month per user
• Unlimited: $330/month per user
• Einstein 1 Service: $500/month per user

Ratings

• G2: 4.4/5
• Capterra: 4.4/5

5. Freshdesk

If you’re looking for CRM software that doesn’t overwhelm your team, Freshworks is worth trying. What sets it apart is its ability to unify your sales, marketing, and support efforts all in one platform without the complexity of using multiple tools. Users love the clean interface and the way it gets right to the heart of customer interactions, helping to improve customer retention.

Top Features

• Simplified ticket management for tracking customer queries across multiple channels
• AI-driven chatbots for quick self-service and deflection of basic issues
• Omnichannel integration covering everything from email to social media
• Streamlined workflows and automation to reduce repetitive tasks
• Customer satisfaction tracking with built-in surveys
• Centralized support portal for easy access to solutions
• Integrates seamlessly with third-party apps

Pros

• Easy to implement and use with minimal training required
• Good support with fast response times
• Affordable pricing for what you get, especially at entry levels
• Great for managing multiple communication channels from one dashboard
• Strong mobile support for on-the-go teams

Limitations

• Some advanced features are locked behind higher-tier plans (AI tools especially)
• Customization options for reporting could be more robust
• Lacking certain integrations like voice-to-text for call summaries
• Basic features are great, but certain complex use cases are not covered

Pricing

• Free: Up to 2 agents
• Growth: $15/month per agent
• Pro: $49/month per agent
• Enterprise: $79/month per agent

Ratings

• G2: 4.4/5
• Capterra: 4.5/5

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6. Pipedrive

Pipedrive gives you a solid way to track your sales pipeline with ease. Its user-friendly interface and powerful AI-driven features make it a great choice for teams who want to keep things simple yet effective.

can easily customize your pipeline and integrate it with over 350 other tools. This makes it a good fit for businesses of all sizes. Plus, with a free trial to test all the features, you can get a true feel for how the software works before committing.

Top Features

• Customizable pipelines with flexible stages to fit your sales workflow
• Visual pipeline that lets you track deals at every stage
• AI-powered insights to highlight high-priority leads and opportunities
• Smart automation for follow-ups and repetitive tasks
• Seamless integration with 350+ third-party apps to enhance your workflow
• Email integration that displays client details right inside your inbox
• Call tracking and automatic syncing across all devices for better coordination

Pros

• Custom fields and reporting make it simple to track sales performance
• Works well with a range of tools like Google Workspace, Mailchimp, and Slack
• Robust email tracking and template features that save time
• High customization levels in your sales pipeline and reporting
• Speedy platform with minimal downtime and quick response times

Limitations

• Some minor bugs, like display issues in the inbox or stuck email drafts
• Limited flexibility in linking contacts to multiple companies could create duplicates
• Occasionally, keyboard shortcuts need a refresh to work properly
• Two-factor authentication could be more secure with hardware-based keys
• Campaigns add-on can be tricky when managing subscriptions and unsubscribes

Pricing

• Essential: $14/month per user
• Advanced: $24/month per user
• Professional: $49/month per user
• Power: $59/month per user
• Enterprise: $79/month per user

Ratings

• G2: 4.3/5
• Capterra: 4.5/5

7. Gainsight

Gainsight combines CRM features with tools focused on customer health tracking, engagement, and retention. With Gainsight, teams can easily monitor customer behavior, automate outreach, and analyze customer data to drive proactive action.

Top Features

• Send emails directly from Cockpit with pre-built templates 
• New integrations with Microsoft Dynamics, HubSpot, SurveyMonkey, and Tableau
• Enablement Engine accelerates onboarding for CSMs
• Success Plan Collaboration lets CSMs share success plans with customers
• Gainsight Mobile App provides on-the-go access to important customer data, notes, and updates 

Pros

• Timeline enhancements drive team collaboration and tracking of customer progress
• Adoption Explorer offers actionable insights into customer usage patterns
• Data Designer makes it simple to work with customer data
• Journey Orchestrator’s integrations offer a seamless experience across different tools

Limitations

• The pricing is not transparent
• Some users may struggle with customizing reports and dashboards to fit their exact needs

Pricing

Custom pricing

Ratings

• G2: 4.5/5
• Capterra: 4.4/5

8. Keap

Keap is a powerful CRM and automation tool that helps small businesses streamline their sales, marketing, and customer relationship processes.

With its easy-to-use features, you can automate workflows, track leads, and provide a personalized experience to your customers. Keap also offers smart lead capture, segmentation, and reporting, so you can make better decisions and improve retention.

Top Features

• Automated workflows that trigger actions like sending emails after specific customer interactions
• Lead capture through customized landing pages designed to convert visitors into contacts
• Personalized follow-up capabilities to nurture leads
• Built-in marketing analytics that shows you which campaigns are driving the most engagement
• Visual sales pipelines that let you track customer journey stages
• Subscriptions management to handle recurring billing and automate renewals

Pros

• Easy-to-set-up automation that handles repetitive tasks like follow-ups and lead nurturing
• Strong integrations with other tools, making it easier to connect your business ecosystem
• Good customer segmentation features to send tailored messages to the right audience
• Sales forecasting and pipeline management that helps teams prioritize leads

Limitations

• The pricing model can get expensive, especially if you need to scale or integrate with more apps
• Customer support can be slow at times, especially when troubleshooting complex issues
• Limited customization options for reporting and dashboards, leaving some gaps for advanced users

Pricing

Starting at $249/month (minimum 2 users)

Ratings

• G2: 4.2/5
• Capterra: 4.1/5

9. Zoho CRM

Zoho CRM helps you stay on top of customer relationships with tools that simplify sales, marketing, and support processes. It centralizes client data so you can track leads, improve engagement, and close deals faster. With its intuitive interface and scalability, Zoho CRM is a great choice for small businesses looking to grow efficiently without spending a fortune.

Top Features

• AI assistant Zia for predicting trends and automating tasks
• Centralized lead and contact management for better tracking
• Email marketing tools and automated lead scoring to prioritize prospects
• Customizable workflows and auto-response rules 
• Integration with Zoho apps like Projects and Desk for a unified experience

Pros

• Affordable solution that’s perfect for small and medium-sized businesses
• Customizable interface to match your team’s specific needs
• Seamless integration with Zoho and third-party apps for added flexibility
• Easy-to-use design suited for teams without extensive technical skills

Limitations

• Setup and implementation require some effort and technical know-how

Pricing

Starts at $0 a month for the free version

Ratings

• G2: 4.1/5
• Capterra: 4.3/5

10. Kustomer

Kustomer CRM makes it simple for teams to stay organized and collaborate seamlessly on customer support. With its robust communication tools and automation features, Kustomer helps you manage tasks like profile updates and routing efficiently. The platform also uses AI and machine learning to improve support through predictive insights and contextual conversations.

Top Features

• Support for multiple communication channels like email, chat, SMS, social media, and WhatsApp
• 60+ integrations covering voice, social, analytics, and more
• Ability to create custom objects and attributes to tailor data management
• Internal knowledge base for quick access to company resources
• Standard reporting tools to track and measure performance
• Message redaction for compliance and security
• Google authentication for streamlined user access

Pros

• Easy navigation with clear visibility of conversation history and customer tickets
• Pre-made email macros for faster responses to common customer inquiries
• Real-time updates to your dashboard and customer satisfaction scores
• Ability to leave internal notes for cross-agent collaboration

Limitations

• Missing conversation tickets for outbound calls, leaving no trace of customer interactions
• Customer satisfaction survey responses sometimes fail to reflect on the dashboard

Pricing

• Enterprise: $89/month per user
• Ultimate: $139/month per user

Ratings: 

• G2: 4.4/5
• Capterra: 4.6/5

11. Intercom

Intercom allows you to connect with visitors proactively, automate responses to common inquiries, and efficiently manage customer service interactions. It integrates across multiple channels like your website, WhatsApp, Instagram, and Facebook, giving you the flexibility to communicate with customers wherever they are.

Top Features

• A shared inbox to manage live chats and support tickets
• An AI-powered chatbot that learns from your data to automatically respond to customer queries
• A proactive support widget that enables you to reach out to customers at key moments on your site

Pros

• Intuitive Flow Builder for easy automation setup
• Unlimited custom fields and tags for better organization
• Built-in AI for knowledge base management and intent handling
• Advanced website widgets for enhanced customer engagement
• Deploy chatbots across multiple platforms like WhatsApp, Instagram, Facebook, and SMS

Limitations

• Can feel overwhelming for new users

Pricing

• Essential: $29/month per seat
• Advanced: $85/month per seat
• Expert: $132/month per seat

Ratings

• G2: 4.5/5
• Capterra: 4.5/5

12. Retently

Retently helps businesses measure and improve customer experience with key metrics like NPS, CSAT, and CES. It makes collecting feedback simple and provides actionable insights at the agent’s fingertips.

The platform is easy to use, and its customer support is highly responsive. Collectively, these features help you to set up campaigns and optimize your experience.

Top Features

• Customizable survey templates and campaigns
• Real-time feedback collection
• Segmentation of customer responses for detailed insights
• Dashboard for tracking and analyzing customer satisfaction trends
• Notifications and reports to keep you updated on responses and scores

Pros

• Simple to set up and user-friendly interface
• Integrates easily with other tools via Zapier
• Highly responsive to feedback and continuously improving features

Limitations

• Limited number of campaigns on the basic subscription
• Sending campaigns in multiple languages can be tricky on the basic plan
• Can be expensive for businesses with large volumes of feedback
• Some features, like alerts for unusual NPS response volumes, are missing

Pricing

• Ecommerce Basic: $44/month
• Ecommerce Pro: $269/month

Ratings

• G2: 4.7/5
• Capterra: 4.9/5

Benefits of Using Customer Retention Management Software

Using customer retention management software brings a range of benefits that help businesses keep customers happy and loyal. Here’s how it works for you:

• Boost Customer Loyalty: Personalized engagement keeps customers coming back. When you understand their preferences, you’re more likely to turn them into repeat buyers.
• Improve Satisfaction: Anticipate customer needs and address issues before they become problems. Timely responses show customers you care, which builds long-term trust.
• Reduce Churn Risks: Stay ahead of potential issues with tools that spot at-risk customers early. Proactive actions help you hold onto more customers.
• Streamline Communication: Regular touchpoints, like automated emails or personalized messages, ensure you stay connected without overloading your team.
• Leverage Customer Data: Track behaviors and feedback to get a better understanding of what your customers want. This insight guides decisions and improvements across the business.
• Maximize Revenue: It’s cheaper to keep a customer than to find a new one. Retaining customers boosts lifetime value, increasing overall revenue without the constant need for new acquisitions.

Key Criteria for Choosing Customer Retention Management Software

When choosing customer retention software, you want a platform that fits your needs and helps you work more efficiently. Here are the key points to consider:

• Seamless Integration: The software should connect easily with your existing CRM and marketing tools so you don’t waste time on data transfers or manual updates.
• Automation: Look for features that handle routine tasks like follow-ups or churn tracking. Automation frees up your team for more strategic work.
• Analytics and Insights: You need real-time data on churn, customer satisfaction, and loyalty. The right software gives you clear insights that guide your decisions.
• Personalized Engagement: Make sure the platform lets you customize communication. Tailored messages help build stronger connections with your customers.
• Scalability: Choose a solution that can grow as your business expands. You don’t want to outgrow your software too soon.

Nifty: The Best Customer Retention Software for Growing Teams

Customer retention software allows you to retain customers in multiple ways—you can manage the customer relationship throughout their lifecycle with the brand, get 360-degree visibility into customer health, track engagement at every touchpoint, and more.

Nifty is an all-in-one project management tool that doubles up as customer retention software. You’ll be able to access all the customer data in one dashboard, capture the customer voice in real-time, and drive insightful customer relationship management. Sign up to get started.