### 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: Totango [I would like for Totango to be able to send desktop notifications.](/discussions/i-would-like-for-totango-to-be-able-to-send-desktop-notifications) I would like to see desktop notifications for: - account health status changed for account XYZ - renewals status for account XYZ is 123 - upsell opportunities for account XYZ Hi Jon, The best way to ask for new features is to submit them here. Our product team listens very carefully and many of the features are coming directly from here. https://support.totango.com/hc/en-us/community/topics/360001294011-Product-Wishlist Answered: Guy Nirpaz on September 23, 2021 [Your answer](/discussions/i-would-like-for-totango-to-be-able-to-send-desktop-notifications/comments/new?remote=true) 0 Question on: Accelo [I find it slightly convoluted at times because it can be chaotic with everything to look at on the screen. I would appreciate a little bit of simplicity in the visuals to allow for a more streamlined UX! My team has noticed glitches at times that are random and don't make sense. When I am using the scheduling feature, I find that there are too many steps involved in changing any scheduling, so it can be annoying to spend so much time on something somebody would solve with better programming. Accelo can be confusing to navigate at times!](/discussions/i-find-it-slightly-convoluted-at-times-because-it-can-be-chaotic-with-everything-to-look-at-on-the-screen-i-would-appreciate-a-little-bit-of-simplicity-in-the-visuals-to-allow-for-a-more-streamlined-ux-my-team-has-noticed-glitches-at-times-that-are-random) I find it slightly convoluted at times because it can be chaotic with everything to look at on the screen. I would appreciate a little bit of simplicity in the visuals to allow for a more streamlined UX! My team has noticed glitches at times that are random and don't make sense. When I am using the scheduling feature, I find that there are too many steps involved in changing any scheduling, so it can be annoying to spend so much time on something somebody would solve with better programming. Accelo can be confusing to navigate at times! Hi Hayley, Accelo's user interface is often changing based on the feedback provided by our users within the Ideas Forum. Your account administrator can always remove specific functionality or features within the account settings, or set permissions so that certain users don't see absolutely everything available out of the box - this may help to simplify your experience. Please share this along with some further detail within the Ideas Forum at ideas.accelo.com. The Accelo product team is always looking for more customers to share their feedback, in particular around UX/UI. Thanks, Matty Answered: Matty Sayer on January 19, 2022 [Your answer](/discussions/i-find-it-slightly-convoluted-at-times-because-it-can-be-chaotic-with-everything-to-look-at-on-the-screen-i-would-appreciate-a-little-bit-of-simplicity-in-the-visuals-to-allow-for-a-more-streamlined-ux-my-team-has-noticed-glitches-at-times-that-are-random/comments/new?remote=true) 0 Question on: Totango [What would be the best way to load the pages faster?](/discussions/51442-what-would-be-the-best-way-to-load-the-pages-faster) Sometimes, when I first open my Totango webpage, it loads very slow. I want to know if there are workarounds on this. Only way I've seen is to restrict your filters on notifications (the first page for me at least) Answered: Jimmy Thomson on May 18, 2021 Hi John, App performance and response time is very important to us at Totango. Can you please open a support ticket on it at support@totango.com we'll make sure to identify if this has anything to do with your settings or an area in the product that we need to improve. Thanks! Answered: Guy Nirpaz on May 18, 2021 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/51442-what-would-be-the-best-way-to-load-the-pages-faster/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/customer-success/resources?discussions_page=35) - [1](/categories/customer-success/resources) - [2](/categories/customer-success/resources?discussions_page=2) - … - [32](/categories/customer-success/resources?discussions_page=32) - [33](/categories/customer-success/resources?discussions_page=33) - [34](/categories/customer-success/resources?discussions_page=34) - [35](/categories/customer-success/resources?discussions_page=35) - 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=37) ## 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