An essential customer success dictionary
.jpeg)
A powerful tool employed by B2B SaaS companies to dissect their customer base into smaller, more understandable groups, or "cohorts"
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.
Think of the adoption rate as the lifeblood coursing through your product's veins, mirroring the vitality of your SaaS enterprise.
Key performance indicator (KPI) used by SaaS (Software as a Service) companies to measure their growth and profitability
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.
An Ideal Customer Profile (ICP) is a description of the characteristics, attributes, and qualities of the ideal customer for a product or service.
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.
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.
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.
The process of dividing a company's customer base into distinct groups, or segments, based on shared characteristics or behaviors.
A client onboarding portal is a digital platform specifically designed to streamline scale and auto-personalize the process of onboarding new clients.
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 is a customer experience strategy that aims to minimize interactions between the customer and the customer success team.
A software solution that helps businesses understand and optimize their customers' experiences across all touchpoints and interactions with the brand like EverAfter customer portal
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.
The process of dividing a company's customer base into distinct groups, or segments, based on shared characteristics or behaviors.
Scalable and proactive approach that leverages technology and automation to deliver a personalized experience without requiring extensive direct human interaction
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 refers to the speed with which you acquire new customers for your product or company.
.png)
A Quarterly Business Review (QBR) is a periodic assessment of a company's performance and progress over the previous quarter.
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.
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.
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.
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.
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).
A partnership relationship management portal supports better collaboration and customer service and can significantly increase sales.
Customer success automation helps businesses lower costs, reduce customer waiting times, eliminate human error, and shift agents’ focus to more complex tasks.
A SaaS customer success plan is a work frame or roadmap that the CSM builds together with the customer.
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.
Once a SaaS company closes a sale, the next step in the customer journey is to begin with the customer onboarding process.
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.
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.
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.
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, or a revenue operations model, is designed to bring your revenue-generating teams together to drive predictable growth.
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.
A SaaS customer success plan is a work frame or roadmap that the CSM builds together with the customer.
