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Customer Success Dictionary

Account Contraction

Account Contraction refers to the loss of revenue in existing customer accounts.   Read More

Account Expansion

Account Expansion refers to generating revenue through existing customers/accounts. Growing the existing customer base is relatively easy and cost effective than acquiring new customers.   Read More

Account Growth

New business is often seen as the major source of revenue in any business. However, it’s a fact that acquiring new customers is a lot more expensive than retaining and growing the existing ones.   Read More

Client Success

Despite adding hundreds of new customers, delivering top notch product, 24*7 customer support, does the revenue scale? Are customers really using the product post sales?   Read More

Customer Engagement

Engagement starts from the moment we get a visitor on our website. At each step, the Marketing and Sales teams engage the prospect to nurture the lead. In fact, the prospect is taken through a beautiful sales journey until he becomes a paid customer.  Read More

Customer Experience

We have heard a lot about Customer Service, Customer Support, Customer Success. A sum total of all the interactions a customer goes through (proactive/reactive) forms the Customer Experience  Read More

Customer Growth

We have usually heard about Business Growth but ever focused on Customer Growth? Businesses want to increase revenue and focus on new bookings. All of us celebrate the success of adding new customers. But do we know if those customers grow as the business grows?  Read More

Customer Health Score

Acquiring a new customer is five times expensive than retaining the existing one. To ensure the customer achieves the Desired Outcome, businesses have shifted to proactive success v/s reactive support model.  Read More

Customer Loyalty

In today’s competitive world wherein customers have multiple choices, how to make a customer fall in love with your brand? Despite great product, why do customers still churn? How to delight a customer and win his loyalty?  Read More

Customer Onboarding

Customer Onboarding is an experience that customers go through after purchasing the product/service. The purpose of On boarding isn’t to help with product configuration/implementation only. The objective is to ensure customers succeed in achieving the Desired Outcome.  Read More

Customer Retention

Customer Retention is a process of retaining the existing customers. In the perpetual software economy, businesses spent heavily on acquiring new customers as the initial deal value used to be high.  Read More

Customer Segmentation

Each business wants to deliver top notch Customer Experience to build a long lasting business relationship. Be it B2C or B2B, keeping post sales relationship is ever challenging task. With the change in the business economy and multiple options, customers expect the constant value to be successful with the brand.  Read More

Customer Status

The status of a customer determines his business relationship with the brand. Customer status could be active or inactive depending upon his subscription status.  Read More

Customer Stickiness

Stickiness is an approach or state to make the customers stick with your brand. This is done to ensure that customers continue to use the product and service in long term.  Read More

Customer Success

In subscription economy, there has been lot of excitement about acquiring the customers, reducing churn and growing recurring revenue.  Read More

Customer Success Case Studies

Case studies provide an insight of customer journey with a particular brand. These are usually descriptive and talk about the business objectives, why customer purchased a particular product over another, how the customer has been successful with a brand and so on.  Read More

Customer Success for SaaS

Customer Success is a best-kept secret for growth in the SaaS economy. With the change in business model, the focus has shifted from one-time revenue to recurring revenue.The power has shifted to the customer since he has multiple choices to invest. Hence, focusing on customer acquisition and conversion without giving thought to customer retention isn’t healthy approach.  Read More

Customer Success Goals

With the rise of SaaS subscription, Customer Success has come a long way. The businesses have shifted focus from reactive support to proactive customer success. The end goal is to make customers successful in achieving the Desired Outcome, but the real question is how?  Read More

Customer Success Journey

We have heard about pre-sales journey to convert a visitor into customer, but what’s next? How do we ensure to deliver the same value post sales? How do we set the customer for success, and make him customer forever?  Read More

Customer Success Metrics

Customer Success Metrics are used to measure the success of Customer Success Strategy. In SaaS economy, business growth is directly linked to customer’s success.  Read More

Customer Success Manager

Customer Success Managers are responsible for maintaining a healthy relationship with customers to ensure they succeed. They play a fundamental role in retaining customers forever.  Read More

Customer Success Strategy

In SaaS economy, the success of a business is dependent on how successful your customers are. A customer is successful once he achieves the Desired Outcome through top-notch customer experience.  Read More

Customer Success Tools

Customer Success Tools empower the Customer Success Managers to manage and grow the customer base, efficiently and effectively. Once the customer is acquired, the next step is to Onboard, retain and grow the account.  Read More

Customer Success Platform

Customer Success Platform is a tool/product which enables Customer Success Managers to set the customers for success. Businesses are investing heavily on existing customers to make them customers forever.  Read More

Customer Success Success Stories

Whenever we read a book or watch a movie which has a compelling story, we develop an emotional connect with the characters. We’re so excited to share the story with our friends, peers, and family. That’s exactly what happens in the business world.  Read More

Customer Training

Customer training is an essential part of customer lifecycle. Customers prefer step wise guidance to ensure they achieve maximum value out of product/service in no time. Customer training is all about facilitating the product adoption, and enabling the customers to achieve Desired Outcome using the product.  Read More

Desired Outcome

The Desired Outcome is the end goal/business objective customer wants to achieve using the product/service. There could be multiple ways to hit the goal, however, customers prefer the best experience.  Read More

LifeTime Value

LifeTime Value often termed as LTV or Customer Lifetime Value (CLV or CLTV) is the total revenue spent (or expected to be spent) by the customer in a business relationship. In subscription economy, the initial deal value is lesser as compared to traditional businesses.  Read More

Product Usage

Product Usage gives you an insight on how successful your customers are with your product/service. The conversion rate is significantly high if the product is easy to use, and offers quick time-to-value upon sign up. Product adoption is a strong indicator of customer retention.  Read More

Recurring Revenue

Recurring revenue is the key driver in subscription economy. Retaining the existing customers is as important as adding new customers. With the change in business model from ownership to subscription, the buying trends have changed.  Read More

Recurring Revenue Forecast

Recurring Revenue defines the health of subscription business. Recurring revenue is the committed revenue that comes in periodically, either as Monthly (MRR) or Annually (ARR) for the life of a customer.  Read More

Role of a Customer Success Manager

We keep talking about acquiring the customer, new bookings, revenue growth. But what about the existing customers? How do we ensure that they grow and succeed with us?   Read More

SaaS

Software as a service is the new software licensing or distribution model where companies do not have to install the software or tool on their own systems. The software is usually installed on one central server by the provider and based on the plans subscribed by their customers, access levels are granted.  Read More

Subscription Economy

In traditional form of businesses, the perpetual/ownership model was popular. Businesses earned profit through one time payment which was significantly high. There wasn’t any focus to deliver the value post sales.   Read More

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