Customer Success Glossary

Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.

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Customer Loyalty

Customer loyalty is your clients’ commitment to your brand. This can be broken down into a couple of key components:

1) How much customers purchase from you
2) How often customers promote you to others

These components, which correlate closely with customer engagement and satisfaction, can be quantified by assigning key performance indicators to them. This makes customer loyalty a metric as well as a concept.

How to Measure Customer Loyalty

Customer loyalty can be measured using a variety of methods, including:

  • Customer Lifetime Value
  • Current Customer Referrals
  • Net Promoter Score
  • Customer Loyalty Index
  • Voice of the Customer SuccessBLOC 

These methods can be used individually or combined for multi-faceted insights into customer loyalty.


Customer Loyalty Journey Templates

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