CS Leaders Favor Dedicated Platforms Over CRM as AI Pressure Mounts
Global – October 12, 2026 -- Customer success (CS) teams with a dedicated customer success platform (CSP) reported 100% net revenue retention (NRR), versus 94% for organizations without one, according to ChurnZero's Customer Revenue Leadership Study. The figure was cited during a webinar in which three CS executives each backed a dedicated CSP over a CRM module as leaders plan for 2027.
Gartner survey finds 91% of service leaders feel more pressure to adopt AI
Ravi Pimplaskar, Senior Director of Revenue Marketing at ChurnZero, cited a Gartner survey in which 91% of customer service and support leaders reported increased pressure to adopt AI. The pressure runs in both directions. Boardrooms are issuing mandates, while CSMs want AI to cut heavy administrative workloads, said Lukas Alexander, VP of Customer Success at ChurnZero.