Customer Success Glossary

Common Customer Success terms that every CSM must know

Account Contraction

Account Contraction refers to the loss of revenue in existing customer accounts. This could be due to either of the following account change:

Account Contraction directly impacts the Monthly Recurring Revenue (MRR). In the subscription economy, the Net Growth rate is tied to expansion and contraction along with new MRR. The customer retention is as important as customer acquisition in SaaS world.

How to control Account Contraction?

Other common terms

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