Customer Success Glossary

Common Customer Success terms that every CSM must know


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.

The software is delivered as a “Service” vs “Ownership”. The consumer is a “tenant” vs “buyer”.

In traditional business economy, the revenue was based on initial costs only. There weren’t any key metrics to predict the revenue or business growth. Scaling the business was challenging without a constant stream of revenue.

That’s why the business model shifted to subscription economy. There are many benefits of this model:

Other common terms

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