### 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: Freshdesk Customer Success [Is customer success same as customer support?](/discussions/is-customer-success-same-as-customer-support) Is customer success same as customer support? No, customer success and customer support are not the same things in the context of Freshdesk or any other customer service software. Customer support typically refers to the process of resolving customer issues or inquiries through various channels such as email, phone, chat, social media, etc. The primary goal of customer support is to assist customers with their queries and concerns in a timely and effective manner. On the other hand, customer success is a broader term that encompasses the entire customer journey, from the initial onboarding to ongoing engagement and retention. The primary goal of customer success is to ensure that customers achieve their desired outcomes and achieve long-term success with the product or service. In the context of Freshdesk, the software includes features that support both customer support and customer success. For example, Freshdesk includes a ticketing system to manage customer support inquiries and also offers customer success tools such as customer segmentation, engagement analytics, and customer satisfaction surveys. Answered: Cee Lynch on March 2, 2023 [Your answer](/discussions/is-customer-success-same-as-customer-support/comments/new?remote=true) 0 Question on: HubSpot Service Hub [What is service hub?](/discussions/what-is-service-hub) What is service hub? I have no idea. I don't know what G2 is either. It's very confusing. Answered: Taila Eskin on July 28, 2022 A place to centralise and manage all the customer service-related tasks from your enterprise. Answered: Mitzi Flores Ponce on July 29, 2022 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/what-is-service-hub/comments/new?remote=true) 0 Question on: ClientSuccess [What is a CSM platform?](/discussions/what-is-a-csm-platform) What is a CSM platform? A CSM Platform is a Customer Success Manager platform that can track customer engagements, identify risk, manage subscriptions, view support related tickets, track customer goals, etc. The platform ultimately helps track the customer life cycle post sale. Answered: Kyle Hardy on July 20, 2022 [Your answer](/discussions/what-is-a-csm-platform/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/customer-success/resources?discussions_page=32) - [1](/categories/customer-success/resources) - [2](/categories/customer-success/resources?discussions_page=2) - … - [29](/categories/customer-success/resources?discussions_page=29) - [30](/categories/customer-success/resources?discussions_page=30) - [31](/categories/customer-success/resources?discussions_page=31) - [32](/categories/customer-success/resources?discussions_page=32) - 33 - [34](/categories/customer-success/resources?discussions_page=34) - [35](/categories/customer-success/resources?discussions_page=35) - [36](/categories/customer-success/resources?discussions_page=36) - [37](/categories/customer-success/resources?discussions_page=37) - [38](/categories/customer-success/resources?discussions_page=38) - [Next ›Next ›](/categories/customer-success/resources?discussions_page=34) ## 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