ChurnZero, the platform and partner for customer success, has earned the top score in the current offering category and a Strong Performer designation in The Forrester Wave Customer Success Platforms, Q4, 2023. The company, whose customer success (CS) software helps CS teams work efficiently, deliver greater customer value, and drive more recurring revenue, is described in Forresterâs independent assessment of the top vendors in the market as elevating CS. The report scores ChurnZero the highest in the current offering category, based on criteria including engagement across the customer lifecycle, process and workflow, insights and reporting, data and technology, and support and guidance.
In its analysis, Forrester recommends that CS platform customers look for providers that prioritize digital-led strategies for success at scale, leverage AI and machine learning to harness predictive analysis and optimize resources, and include rich reporting and integrations out of the box. In ChurnZeroâs vendor profile, the report cites:
- ChurnZeroâs strong in-app capabilitiesâdescribed as âa game-changerâ by a reference customer.
- âŠ[ChurnZeroâs] strategy includes âenhancements in predictive forecasting.â
- ChurnZeroâs âcontinued investments into generative AI and prescriptive analytics.â
The report also notes that ChurnZeroâs vision âis slightly different than others in this evaluation: it predicts that customer success teams will become the most sophisticated in the enterprise, positioning the chief customer officer for increased responsibility to drive outsized impact.â
âIn an evolving technology and economic landscape, âgrowth at all costsâ is no longer a viable go-to-market strategy,â writes Shari Srebnick, principal analyst, Forrester. âCS teams need to find alternatives to high-touch models and manual processes and invest in digital-led programs designed to meet customers where they are. This move will free up customer success managersâ (CSMsâ) time to focus on areas of greater impact.â
âMidsized or traditional enterprises looking to upgrade their CS program with a more mature solution should consider ChurnZero,â the report recommends.
âWe believe that ChurnZeroâs recognition as a Strong Performer and the top-scoring current offering in the Forrester Wave acknowledges our commitment to innovation, our thoughtful, customer-focused roadmap, and our vision of the CS function as a revenue driver with outsized potential impact,â says You Mon Tsang, CEO and co-founder, ChurnZero. âWe feel that their assessment further validates our current and future customersâ choice of ChurnZero as their platform and partner for customer success.â
ChurnZeroâs inclusion as a Strong Performer in Forresterâs Wave report comes shortly after leading software marketplace G2 named ChurnZero the number-one software in its customer success category.
The only customer success software to hold more than 1,000 five-star G2 reviews, ChurnZero also holds G2âs highest rating for user satisfaction with an average user rating of 4.7 out of 5, and was named the winner of 2023âs SIAA CODiE Award for best customer success software this June.
SOURCE:Â PRNewswire
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