Glossary
An essential customer success dictionary
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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
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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