Customer Success Glossary

Common Customer Success terms that every CSM must know

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.

Some of the metrics that can be used to track Product usage are:

There are multiple Customer Success tools/platforms to track the product usage. Depending upon product usage, Customer Health Score is defined which helps in following ways:-

Some of the strategies to increase product usage in SaaS economy are:

Other common terms

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