### 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: CustomerSuccessBox [Should customer success solution have mature AI recommendation with in-app walk through system](/discussions/49824-should-customer-success-solution-have-mature-ai-recommendation-with-in-app-walk-through-system) Most of the CSM time is wasted in reactive tasks, CSMs should be enabled to configure a specific in-app walthrough to their solution which brings in more product adoption, Specific AI recommendation on warnings, oppurtunities would help plan the day for CSM. Yes... Reality is that with 100 of data points it's near impossible for the human mind to comprehend, analyse, and configure rules and alerts with accurate thresholds. Leaving you with dozens of potential blind spots and blocking you from being proactive. And to top it, your SaaS product keeps getting new features, Customers expectation changing, making the older rules out of sync and requiring constant calibration. At CustomerSuccessBox we have AI powered recommendations that scan thousands of data points, past user behavior, CSM’s activities and engagement with customers to learn what actions and behavior leads to retention. It then uses and generates smart recommendations, the next best action for CSM for every account to unlock LTV that is otherwise at Risk. Answered: Swagata Kumar on April 2, 2021 [Your answer](/discussions/49824-should-customer-success-solution-have-mature-ai-recommendation-with-in-app-walk-through-system/comments/new?remote=true) 0 Question on: Planhat [How long did it take to implement?](/discussions/49802-how-long-did-it-take-to-implement) I am interested to know what the average deployment time is and what are the biggest hurdles. (Also just want to see who this form gets in front of :) 6 weeks or so, but most of my time was spent organising our data rather than customising PH itself so it depends on what sort of state your data is in. Answered: Paul Brown on September 7, 2021 Hi Jesse, I realize you were asking to hear from other customers, but we track this very carefully internally so here is the Planhat inside view :) We have some customers who are live and working in Planhat within 48 hours and others for whom it takes 8+ weeks. On average, it's 27 days. As you might expect, the difference depends on the scope of the project and the cleanliness of the data. On our side, we recognize wholeheartedly that expediting time to value is critical when choosing a CS platform so our team will always be driving to get you live as fast as we can. Hope this helps, and please feel free to reach out if you have any other questions! Answered: Sofia Roskvist on April 6, 2021 Comment deleted by user. Answered: Sofia Roskvist on April 6, 2021 [See more answers (2)](javascript:void(0);) [Your answer](/discussions/49802-how-long-did-it-take-to-implement/comments/new?remote=true) 0 Question on: Accelo [Was there a way to duplicate monthly tasks that would have made consistent task updates easier?](/discussions/33228-was-there-a-way-to-duplicate-monthly-tasks-that-would-have-made-consistent-task-updates-easier) ? Hi Stevie, I hope that you've been able to contact the Accelo Support team regarding your question since originally posting. But just in case, we'd suggest utilizing Retainers to handle any recurring tasks that are always consistent. Within the Retainer configuration settings, you're able to use Task Templates to ensure that the task is always the same each month. You can always contact us at support@accelo.com for fast customer support. I hope that helps! Thanks, Matty Answered: Matty Sayer on April 2, 2021 Comment deleted by user. Answered: Matthew Carswell on March 2, 2023 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/33228-was-there-a-way-to-duplicate-monthly-tasks-that-would-have-made-consistent-task-updates-easier/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/customer-success/resources?discussions_page=36) - [1](/categories/customer-success/resources) - [2](/categories/customer-success/resources?discussions_page=2) - … - [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](/categories/customer-success/resources?discussions_page=36) - 37 - [38](/categories/customer-success/resources?discussions_page=38) - [Next ›Next ›](/categories/customer-success/resources?discussions_page=38) ## 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