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 Success Flywheel

The customer success flywheel model emphasizes the continuity between pre-sales and post-sales experience and between the way successful customer retention sets the stage for brand advocacy and the recruitment of new prospects. This model re-envisions the customer experience as one interconnected journey from the customer’s perspective in order to drive customer success and business growth.

Stages of the Customer Success Flywheel

When viewed as a holistic flywheel, the complete customer journey encompasses eight stages, including:

  • Awareness
  • Consideration
  • Conversion
  • Onboarding
  • Adoption
  • Renewal
  • Expansion and growth
  • Loyalty and advocacy

 

At each of these stages, customers face decision points that may lead them in different directions, either progressing further along their journey or ending the journey with the company. At the same time, customers may simultaneously engage in another stage.

Learn More about the Customer Success Flywheel


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What's inside a SuccessBLOC?

A framework at your fingertips

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

GOALS & KPIs

Your guiding light

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Segments

Filter, analyze, and act

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Reports

Something here

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Campaigns

Scale your connectivity

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.