### Contents - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Customer Success Software Resources ##### Articles, Glossary Terms, Discussions, and Reports to expand your knowledge on Customer Success Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [articles](#resources-articles) from our experts, [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Customer Success Software Articles [![2023 Trends in Customer Support, Automation, and Customer Loyalty](https://learn.g2.com/hubfs/2023%20Trends%20in%20Customer%20Support%2c%20Automation%2c%20and%20Customer%20Loyalty.png "2023 Trends in Customer Support, Automation, and Customer Loyalty")](https://www.g2.com/articles/customer-support-trends-2023) [ ### 2023 Trends in Customer Support, Automation, and Customer Loyalty ](https://www.g2.com/articles/customer-support-trends-2023) This post is part of G2's 2023 digital trends series. Read more about G2’s perspective on digital transformation trends in an introduction from Emily Malis Greathouse, director, market research, and additional coverage on trends identified by G2’s analysts.  [ ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL ](https://learn.g2.com/author/jeffrey-lin) by Jeffrey Lin [![G2 Launches New Category for Proactive Customer Retention Software](https://learn.g2.com/hubfs/PCR%20software-JL.jpg "G2 Launches New Category for Proactive Customer Retention Software")](https://www.g2.com/articles/g2-launches-new-category-for-proactive-customer-retention-software) [ ### G2 Launches New Category for Proactive Customer Retention Software ](https://www.g2.com/articles/g2-launches-new-category-for-proactive-customer-retention-software) Customer retention is critically important to the longevity of any business that relies on maintaining a subscription-based, SaaS, PaaS, etc., business model. Practical applications for artificial intelligence (AI) have developed to the point where AI can automate customer success and customer support processes. In August, G2 launched the Proactive Customer Retention category under its Customer Service category to accurately represent the growing market of AI applications in customer success and service support functions. [ ![Jeffrey Lin](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeffrey Lin") JL ](https://learn.g2.com/author/jeffrey-lin) by Jeffrey Lin [![How to Calculate and Reduce Churn Rate](https://sell.g2.com/hubfs/churn%20rate-2.png "How to Calculate and Reduce Churn Rate")](https://www.g2.com/articles/churn-rate) [ ### How to Calculate and Reduce Churn Rate ](https://www.g2.com/articles/churn-rate) Persuading a customer to buy your product is one thing, but convincing them to remain loyal to your business is another. [ ![Mary Clare Novak](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mary Clare Novak") MCN ](https://learn.g2.com/author/mary-clare-novak) by Mary Clare Novak ## Customer Success Software Glossary Terms [![Kano Model](https://learn.g2.com/hubfs/G2CM_GI594_Glossary_Article_Images_%5Bkano_model%5D_V1a.png "Kano Model")](https://www.g2.com/glossary/kano-model-definition) [Kano Model](https://www.g2.com/glossary/kano-model-definition) The Kano Model is a framework that prioritizes product development by focusing on high levels of customer satisfaction. Learn about using the Kano Model. by Holly Landis [![Client Base](https://learn.g2.com/hubfs/G2CM_GI412_Glossary_Article_Images-%5BClient_Base%5D_V1a.png "Client Base")](https://www.g2.com/glossary/client-base-definition) [Client Base](https://www.g2.com/glossary/client-base-definition) A client base is a company’s current and past customers who drive revenue and growth, helping businesses build loyalty, retention, and long-term success. by Kelly Fiorini [![Unified Customer Experience](https://learn.g2.com/hubfs/G2CM_GI210_Glossary_Article_Images-%5BUnified_Customer_Experience%5D_V1a.png "Unified Customer Experience")](https://www.g2.com/glossary/unified-customer-experience-definition) [Unified Customer Experience](https://www.g2.com/glossary/unified-customer-experience-definition) Unified customer experience means creating consistent service for customers across channels. Learn the features, basic elements, and more. by Kelly Fiorini [![Churn Risk](https://learn.g2.com/hubfs/G2CM_GI149_Glossary_Article_Images_%5BChurn_Risk%5D_V1a.png "Churn Risk")](https://www.g2.com/glossary/churn-risk-definition) [Churn Risk](https://www.g2.com/glossary/churn-risk-definition) Churn risk is how companies predict a customer's likelihood of churning. Learn what churn risk is and how to prevent it. by Martha Kendall Custard ## Customer Success Software Discussions 0 Question on: ChurnZero [Why should you choose ChurnZero?](/discussions/why-churnzero) Why ChurnZero Good question. Here's an infographic we put together to help address why you should choose ChurnZero as your Customer Success platform- https://churnzero.net/why-churnzero-infographic/ Answered: Cori Webb on October 17, 2019 [Your answer](/discussions/why-churnzero/comments/new?remote=true) 0 Question on: ChurnZero [What other products does ChurnZero integrate with?](/discussions/native-integrations-829b4a2f-3782-445a-8373-5f4d9fc31118) Native Integrations ChurnZero's list of partner integrations is continually growing. Please see the current list here. https://churnzero.net/#integrations Answered: Cori Webb on October 17, 2019 [Your answer](/discussions/native-integrations-829b4a2f-3782-445a-8373-5f4d9fc31118/comments/new?remote=true) 0 [What do you look for when choosing a customer success software?](/discussions/what-do-you-look-for-when-choosing-a-customer-success-software) First-time software buyer here! I am starting my research on [customer success platforms](https://www.g2.com/categories/customer-success) and want to talk to some experienced members of G2's community. What software features are the most important to you when selecting a new software solution to add to your stack? I've read a ton of reviews of products on G2 and feel pretty good about Gainsight CS and ChurnZero. Does anyone have experience with these tools? My working research is below! [**Gainsight Customer Success**](https://www.g2.com/products/gainsight-customer-success/reviews) **:** Gainsight Customer Success is a comprehensive customer success platform designed to help businesses drive customer retention and expansion. It offers tools for health scoring, workflow automation, and customer journey analytics, enabling teams to proactively manage customer relationships. Gainsight CS is known for its robust feature set, which may require a dedicated team for implementation and management. While it offers extensive customization, new users might experience a learning curve. ​ [**ChurnZero**](https://www.g2.com/products/churnzero/reviews) **:** ChurnZero is a real-time customer success platform focused on reducing customer churn and increasing lifetime value. The platform offers flexibility and customization, allowing businesses to tailor it to their needs. Its focus on real-time data helps teams act promptly to improve customer experiences. ChurnZero integrates with various CRM and communication tools, facilitating a cohesive approach to customer management. I'm leaning towards ChurnZero, but I also don't want to rush into making a decision. Let me know what you think and any advice you have for a first-time software buyer. Thanks in advance! What do you think about choosing a free customer success software as a first-time software buyer (https://www.g2.com/categories/customer-success/free)? My budget is fairly big, but it might be nice to try it before I buy. Answered: Evan Sherbert on April 10, 2025 [Your answer](/discussions/what-do-you-look-for-when-choosing-a-customer-success-software/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/customer-success/resources) - [1](/categories/customer-success/resources) - 2 - [3](/categories/customer-success/resources?discussions_page=3) - [4](/categories/customer-success/resources?discussions_page=4) - [5](/categories/customer-success/resources?discussions_page=5) - [6](/categories/customer-success/resources?discussions_page=6) - … - [37](/categories/customer-success/resources?discussions_page=37) - [38](/categories/customer-success/resources?discussions_page=38) - [Next ›Next ›](/categories/customer-success/resources?discussions_page=3) ## Customer Success Software Reports Mid-Market Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Customer Success Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Customer Success Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Grid® Report for Customer Success Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Customer Success Spring 2026 G2 Report: Momentum Grid® Report