Contents

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

The complete Customer Success Guide

Moran Altarac
May 20, 2024
5
min read

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.

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