CustomersPricing
Glossary
An essential customer success dictionary
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Customer Segmentation Analysis
Customer Segmentation Analysis is a strategic approach businesses use to divide their customer base into individual groups with similar characteristics. It is a fundamental aspect of customer success, as it allows businesses to better understand their customers, tailor their marketing efforts, and ultimately drive growth.
Scaled Customer Success
Scaled Customer Success is a strategic approach businesses employ to ensure their customers achieve their desired outcomes while using their product or service.
Product Usage Rate
Product Usage Rate, a term frequently used in the field of Customer Success, refers to the frequency and extent to which a customer utilizes a product or service.
Customer Accountability
Customer accountability is the practice of customers taking ownership of their roles and responsibilities in achieving success with your product or service.
B2B Customer Interface
A B2B Customer Interface serves as a collaborative and actionable space, providing a unified home for everything customers need to navigate and enhance their experience with a product across their organization.
Voice of the Customer (VoC)
Voice of the Customer (VoC) refers to the process of capturing, analyzing, and leveraging customer feedback and insights to understand their preferences, needs, and expectations. It helps businesses make data-driven decisions to enhance products, services, and overall customer experience.
Digital Customer Success
Digital customer success is absolutely crucial in today's online world. It's all about using digital tools, technologies, and smart strategies to not only make sure customers like a product, but also to ensure they have a smooth and happy experience using it.
Customer Satisfaction
Customer satisfaction insights are the valuable information, feedback, and data that a company gathers from its customers to understand their levels of satisfaction with its products or services.
Revenue Expansion
Expansion revenue refers to the additional recurring income generated from existing customers beyond their initial contract or subscription.
Customer Cohort Analysis
A powerful tool employed by B2B SaaS companies to dissect their customer base into smaller, more understandable groups, or "cohorts"
Customer Analytics
The Customer Loyalty Index (CLI) is a crucial metric that provides insights into customer retention, future purchase behavior, and the overall strength of the customer relationship.
Adoption Rate: Your SaaS Business Pulse
Think of the adoption rate as the lifeblood coursing through your product's veins, mirroring the vitality of your SaaS enterprise.
Negative Churn in SaaS
Key performance indicator (KPI) used by SaaS (Software as a Service) companies to measure their growth and profitability
CSQL - Customer Success Qualified Lead
Refers to an existing customer who is recognized as having the potential for expansion or renewal. These are customers who have already experienced success with a product or service and are likely to benefit from additional offerings or continued usage.
Ideal Customer Profile
An Ideal Customer Profile (ICP) is a description of the characteristics, attributes, and qualities of the ideal customer for a product or service.
Customer Effort Score (CES)
Metric used to measure the level of effort a customer has to put forth when interacting with a company or using its products or services.
Customer Loyalty Index
The Customer Loyalty Index (CLI) is a crucial metric that provides insights into customer retention, future purchase behavior, and the overall strength of the customer relationship.
Customer Renewal Rate
Also known as Customer Retention Rate, is a vital metric that measures the percentage of customers who continue to utilize a product or service over a specific period.
Customer Enablement
The process of dividing a company's customer base into distinct groups, or segments, based on shared characteristics or behaviors.
Client Onboarding Portal
A client onboarding portal is a digital platform specifically designed to streamline scale and auto-personalize the process of onboarding new clients.
Customer Experience Portal
lso referred to as a customer hub, acts as the single source of truth throughout the entire customer journey. Embedded within the product, it enables seamless access to tasks, timelines, meetings, readable resources, training materials, data dashboards, and more.
Low-touch Customer Success
Low-touch customer success is a customer experience strategy that aims to minimize interactions between the customer and the customer success team.
Customer Journey Platform
A software solution that helps businesses understand and optimize their customers' experiences across all touchpoints and interactions with the brand like EverAfter customer portal
Customer POC
A customer POC (Proof of Concept) is a process of evaluating a product or service to determine its feasibility, usability, and suitability for a specific customer's needs. It is a crucial step in the sales cycle, allowing customers to test and validate the product before committing to a purchase.
Customer Segmentation
The process of dividing a company's customer base into distinct groups, or segments, based on shared characteristics or behaviors.
Tech Touch Strategy
Scalable and proactive approach that leverages technology and automation to deliver a personalized experience without requiring extensive direct human interaction
One to Many Approach
A one to many approach refers to a method of communication, where a single interaction or message is intended to reach and benefit multiple customers
Customer Growth Rate
Customer growth rate refers to the speed with which you acquire new customers for your product or company.
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Quarterly Business Review (QBR)
A Quarterly Business Review (QBR) is a periodic assessment of a company's performance and progress over the previous quarter.
Customer Engagement Model
Client engagement models are essential for B2B SaaS companies to achieve long-term success. By using these models, B2B SaaS companies can increase customer satisfaction and loyalty.
Time to Value
Whenever you sign a customer, they have expectations from your product regarding the value it will generate for them. The time taken for your customers to realize this value is called time to value or TTV.
High Touch Onboarding
In SaaS high-touch onboarding the CSM is highly involved in the process and the main goal of such onboarding is not only to onboard the customer and train them how to use the product, but also to customize it to the customer’s needs.
Customer Lifecycle Journey
Can be defined as the different stages your customers will go through with your product (and company) and what will be the touchpoints that happen within those stages.
Customer Churn Rate
The number of customers that have discontinued using your product/service (aka stopped paying) out of the total customers you have acquired over a certain period of time (monthly/quarterly/annually).
Partner Relationship Management Portal
A partnership relationship management portal supports better collaboration and customer service and can significantly increase sales.
Customer Success Automation
Customer success automation helps businesses lower costs, reduce customer waiting times, eliminate human error, and shift agents’ focus to more complex tasks.
Customer Health Score
A SaaS customer success plan is a work frame or roadmap that the CSM builds together with the customer.
Customer Hub
When technology companies sell software to other companies, a new relationship forms - that of the Customer Success Manager and the Customer. Customer hubs are the new way to communicate.
SaaS Customer Onboarding
Once a SaaS company closes a sale, the next step in the customer journey is to begin with the customer onboarding process.
Onboarding Customer Journey
When businesses fail to create a satisfying onboarding customer journey, they risk losing customers to companies that offer better processes. Doing customer onboarding well brings is highly important for your customers retention.
NPS (Net Promoter Score)
Net promoter scores can vary based on distinct customer segments such as age group, gender, and customer history. NPS analysis helps you determine how to adapt your approach to different types of customers.
Customer Retention Strategy
By retaining customers, your business gains more value from a product or service and improves the chances of customers engaging in word-of-mouth marketing or becoming brand ambassadors.
Customer Success Operations
If CSMs are the pilots driving the car, then customer success operations are the team in charge of making sure the car is in its best form so the pilot (CSM) has the highest chance of succeeding.
RevOps
RevOps, or a revenue operations model, is designed to bring your revenue-generating teams together to drive predictable growth.
Partner Management
Developing solid partnerships can have a tremendous impact on your business. Good ones can scale it to new levels, while subpar ones can cost you valuable time and money.
Customer Success Plan
A SaaS customer success plan is a work frame or roadmap that the CSM builds together with the customer.
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