### 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: Planhat [It shouldbe good if we can export the changes etc on Playbooks or have a clear idea on NPS score expectations.](/discussions/it-shouldbe-good-if-we-can-export-the-changes-etc-on-playbooks-or-have-a-clear-idea-on-nps-score-expectations) Hi Martha, Thanks for your question! We'd love to understand a bit deeper what you are trying to solve so please feel free to reach out to your CSM directly and/or use our support. You can also check out the help center to learn more about our Playbooks and NPS score. All the best! Answered: Sofia Roskvist on February 4, 2022 [Your answer](/discussions/it-shouldbe-good-if-we-can-export-the-changes-etc-on-playbooks-or-have-a-clear-idea-on-nps-score-expectations/comments/new?remote=true) 0 Question on: CustomerSuccessBox [what is best use of this CSB in CRM industry](/discussions/what-is-best-use-of-this-csb-in-crm-industry) like customer query solution tracking CustomerSuccessBox comes post sales to help you retain your customers. Through the platform you can get insights on how your CRM users are using the platform, whether they are in risk and as CSM what you need to do to ensure they keep using your CRM platform Answered: Swagata Kumar on January 18, 2022 CSB helps in segmenting, tracking, touch basing the customers with the most accurate data points. It is customizable so the thresholds are configured and decided by you. Given the right set of data, CSB can alert you at the most accurate time for reaching out to customers. You can also track the usage pattern if you have the data coming in, simple derive the product adoption as well. Answered: Rajat Katara on August 5, 2022 [See more answers (1)](javascript:void(0);) [Your answer](/discussions/what-is-best-use-of-this-csb-in-crm-industry/comments/new?remote=true) 0 Question on: Planhat [How can I, launch two simultaneos NPScampaings](/discussions/how-can-i-launch-two-simultaneos-npscampaings) aaaaaaaaaaaaaaaaaaaaaaaaaa Hi Matheus, your CSM will be in touch shortly and help you to set it up :) Answered: Sofia Roskvist on November 22, 2021 [Your answer](/discussions/how-can-i-launch-two-simultaneos-npscampaings/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/customer-success/resources?discussions_page=4) - [1](/categories/customer-success/resources) - [2](/categories/customer-success/resources?discussions_page=2) - [3](/categories/customer-success/resources?discussions_page=3) - [4](/categories/customer-success/resources?discussions_page=4) - 5 - [6](/categories/customer-success/resources?discussions_page=6) - [7](/categories/customer-success/resources?discussions_page=7) - [8](/categories/customer-success/resources?discussions_page=8) - [9](/categories/customer-success/resources?discussions_page=9) - … - [37](/categories/customer-success/resources?discussions_page=37) - [38](/categories/customer-success/resources?discussions_page=38) - [Next ›Next ›](/categories/customer-success/resources?discussions_page=6) ## 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