Customer Success & Retention

Platforms for the keep and grow motion: customer health scoring, churn prediction, renewal and expansion workflow, and the AI agents beginning to face customers directly in onboarding and support handoffs. The decisive questions are whether churn and health predictions have been validated on anything resembling the buyer's own base, whether a health score is explainable enough to act on or a number that launders intuition, and how the platform handles the customer data it aggregates across its install base. Where an AI agent faces the customer, the autonomy questions arrive with it: what it may say and promise unsupervised, and what escalates to a human. Retention economics make this the category where a wrong prediction is quietly expensive.