Customer Success Glossary

Common Customer Success terms that every CSM must know

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.

Rather than waiting for the organic growth, the focus should be to grow the account proactively. Account growth is a process of developing the accounts, not a single action.

Not all buyers are same. Their goals are different, their success metrics are different, they expect a different level of experience, so it’s essential to create an account specific plan.

Account Growth could be in form of up-sell, cross-sell, plan upgrade, expansion.

Other common terms

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