Glossary
An essential customer success dictionary
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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.
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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.