A complete library of terms, definitions, and formulas that you might come across in the world of customer success 🙂
What happens when your customer expansion revenue outweighs contractions & churn?
Contractions occur when existing customers downgrade to smaller packages.
How quickly do your users adopt specific features?
What are the total costs involved in retaining your current customer base?
An all-in-one solution to manage workflows, churn, expansions, and onboarding for CS teams.
A CS team's process for reducing lost revenue from existing customers.
Voluntary churn, unlike involuntary, occurs from an intentional cancellation or downgrade.
Gross churn, unlike net churn, doesn't consider expansion revenue.
Involuntary churn occurs due to failed payments & other errors, rather than intentional cancellations.
Learn about CSM roles, KPIs, skills, salaries and more.
Customer stickiness is a user engagement metric that shows how frequent your customers use your product/service.
A customer retention metric that marks the percentage of customers who renew their contracts.
The number of customer complaints/requests customer support has managed to resolve during the initial contact
A metric used by success teams that shows whether your customers are happy & healthy, or at risk of churn.
