Washington, D.C, November 18, 2024 — ChurnZero , the platform and partner for customer success was named as a Leader in the 2024 Gartner Magic Quadrant for Customer Success Management Platforms report*. ChurnZero’s software delivers a powerful combination of market-leading customer success and digital engagement tools, made even more impactful by Customer Success AI™.
The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses.
As drivers of retention and customer-led revenue growth, customer success teams are now critical to the health of SaaS organizations. The revenue metrics of GRR (gross revenue retention) and NRR (net revenue retention) have become cemented as qualifying metrics when investors and boards ask about a company’s health. Per the 2024 Customer Success Leadership Study, 51% of CS teams are now responsible for driving renewal revenue, and 41% through expansion revenue.
To remain an engine for revenue and growth, and to scale their ability to drive revenue, CS leaders need CS-specific technology. ChurnZero delivers that software.
“We are excited to be recognized as a Leader in the 2024 Gartner Magic Quadrant for Customer Success Management Platforms report*” says You Mon Tsang, CEO and co-founder, ChurnZero. “We believe customer success is becoming the most important and impactful department in SaaS companies, and we view the arrival of the 2024 Gartner Magic Quadrant for the Customer Success Management Platforms as a proof point for that vision. We’re grateful to our customers who shared their authentic feedback in depth, and to ChurnZero’s team for their dedication.”
ChurnZero has also achieved the top score in the current offering category and a Strong Performer designation by another leading independent researcher. ChurnZero also continues to be recognized within and outside the industry for superior technology, AI innovation, and customer partnership.
To learn more about ChurnZero, visit the Gartner Peer Insights™ Reviews for the Customer Success Management Platforms market, where ChurnZero has the highest overall rating of 4.6/5 (138 ratings) as of November 2024.
The Report
“A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s competitors.
By applying a graphical treatment and a uniform set of evaluation criteria, a Magic Quadrant helps you quickly ascertain how well technology providers are executing their stated visions and how well they are performing against Gartner’s market view.”1
1 Gartner Research Methodologies, Gartner Magic Quadrant, November 11, 2024, https://www.gartner.com/en/research/methodologies/magic-quadrants-research
*Source: Gartner, Magic Quadrant for Customer Success Management Platforms Michael Maziarka, Maria Marino, Jennifer MacIntosh, John Quaglietta, Daniel Hawkyard, 28 October 2024.
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