Online – October 31, 2026 -- Expansion ARR now accounts for 40% of total new ARR, up five points year on year, according to a 2025 Benchmarkit SaaS report cited at a ChurnZero webinar. The figure sharpens a decision facing customer success (CS) leaders planning for 2027: whether their teams own retention, expansion, or both.

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.