Planhat named a Customer Success Leader by Gartner

As market conditions continue to toughen, recurring revenue is fast evolving from a key SaaS investment metric into the metric for good business across every industry from Healthcare, Industrials and Telecoms to Managed and Professional Services. The logic is simple: if customers aren’t consistently repurchasing, you’re not creating enough value for them.

Simultaneously, tighter budgets are driving tech stack consolidation, forcing specialized point solutions into becoming all-purpose tools. To justify their existence, messaging apps are introducing documents and task managers; knowledge repositories have launched databases, calendars and widgets; and traditional WorkOS tools are offering surveying and enablement capabilities. And inevitably, as AI catalyses the scale and speed of development, customer-facing roles have transformed across the entire lifecycle.

As a result, organizations expect their teams not only to deliver world-class customer experiences, but experiences that convert into measurable growth and retention – and to do so with fewer tools and less headcount than ever before. For this reason, today – more than ever – customer success is everyone’s business. And this means Customer Success Management Platforms need to close the gap between customer experience and revenue by providing a unified, focused, customer-centric environment every function can run their business on.

This is the vision Planhat has been executing on for the last decade. A vision we’ve already brought to life for hundreds of customers in 8 languages across 12 countries, spanning 4 continents. Today, Planhat is an ecosystem of tools – resting on a robust AI-native data foundation – to help Sales, Service and Success teams in any industry acquire and grow lifelong customers. In the Gartner 2024 Magic Quadrant for Customer Success Management Platforms report, we’re a Leader.*

“In these times, organizations simply can’t afford to deploy solutions that don’t get adoption, or can’t scale with their teams,” said Daniel Sternegard, Director of Product, Planhat. “We believe that being named a Leader by Gartner is validation that we’re helping unify and align organizations around their customers and the revenue they generate – and therefore unlock sustained growth at scale. By doubling down on interface personalization and ease of use, AI Agents, and richer ways to create, organize and query content, we’re empowering organizations to deliver more value to their customers, while doing less.”

As first in the market with native support for LLMs and an AI-powered health score, Planhat continues to set the standard for what it means to have a truly AI-enabled customer platform. Over the coming years, we believe these AI capabilities will allow Planhat users not only to engage more deeply with their existing data foundation – paving the way for scale – but do so in a way which feels lighter and more user-first than ever before.

Recent Planhat enhancements include:

• An all-new interface including personal ‘Home’, tabbed views and sections, object slide-outs and threaded real-time chats on every object to drive productivity and adoption.

• Content Explorer and Wikis – the ability to host Documents in a centralized knowledge base designed to drive collaboration and alignment.

• User Personas, empowering managers to govern Planhat access effortlessly by shaping the interface around their teams’ priorities and workflows by role, tenure, geography and more.

• Federated search – the ability to instantly search for anything in Planhat, auto-ranked by relevance, from anywhere.

The Report

Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. The research enables businesses to get the most from market analysis in alignment with your unique business and technology needs.

*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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