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The complete Customer Success Guide (all the terms you need to know)

The complete Customer Success Guide

The Full collection of terms every Customer Succes Professional need to know.

  1. Customer Retention: The ability to keep customers using a company's products or services over time.
  2. Customer Lifetime Value: The total amount of money a customer is expected to spend on a company's products or services over the course of their lifetime.
  3. Onboarding: The process of introducing a new customer to a company's products or services and training them on how to use them effectively.
  4. Adoption: The process of getting customers to start using a company's products or services.
  5. Churn: The rate at which customers stop using a company's products or services.
  6. Net Promoter Score (NPS): A measure of customer satisfaction and loyalty, calculated by asking customers how likely they are to recommend a company's products or services to others.
  7. Customer Feedback: Information provided by customers about their experiences with a company's products or services.
  8. Customer Support: Assistance provided to customers who have questions or problems with a company's products or services.
  9. Customer Success Management: A business strategy that focuses on helping customers achieve their goals and objectives using a company's products or services.
  10. Customer Success Team: A group of people within a company who are responsible for ensuring customer success.
  11. Success Metrics: Indicators used to measure the effectiveness of a company's customer success efforts.
  12. Engagement: The level of interaction and involvement a customer has with a company's products or services.
  13. Customer Journey: The series of steps and interactions a customer goes through when interacting with a company's products or services.
  14. Customer Segmentation: The process of dividing customers into groups based on characteristics such as demographics, behavior, or needs.
  15. Personas: Detailed profiles of a company's ideal customers, used to guide customer success efforts.
  16. Upsell: The process of selling additional products or services to existing customers.
  17. Cross-sell: The process of selling related products or services to existing customers.
  18. Customer Relationship Management (CRM): A system used to manage interactions with customers and prospects.
  19. User Adoption: The percentage of customers who actively use a company's products or services.
  20. Product Adoption: The process of getting customers to start using a company's products or services.
  21. Customer Education: The process of providing customers with the information and resources they need to successfully use a company's products or services.
  22. Customer Self-Service: The ability for customers to find and use the information and resources they need without assistance from a company.
  23. Customer Success Plan: A document outlining the specific actions and activities a company will take to ensure customer success.
  24. Key Performance Indicator (KPI): A metric used to track the performance of a business or specific aspect of a business.
  25. Root Cause Analysis: The process of identifying the underlying cause of a problem or issue.
  26. Customer Retention Rate: The percentage of customers who continue to use a company's products or services over a given period of time.
  27. Customer Satisfaction: The degree to which customers are happy with a company's products or services.
  28. Customer Experience: The overall perception a customer has of a company and its products or services.
  29. NPS Surveys: Surveys used to measure the Net Promoter Score of a company's products or services.
  30. Customer Success Story: A case study that highlights the success a customer has had using a company's products or services.
  31. SLA (Service Level Agreement): An agreement between a company and a customer outlining the level of support and service that will be provided.
  32. CSAT (Customer Satisfaction Score): A measure of customer satisfaction with a product or service.
  33. CSM (Customer Success Manager): A dedicated point of contact for customers to ensure they are getting the most value out of a product or service.
  34. CTA (Call to Action): A prompt for customers to take.