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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Key Performance Indicator

Key performance Indicator. Key performance indicators are the metrics you collect at various stages throughout your customer journey to help you identify performance against the goals you have set.

Important KPIs to Track

There are five crucial customer satisfaction KPIs you should track to help decrease churn and increase retention, which ultimately increases your revenue and profits while driving improved loyalty and advocacy for your brand. These KPIs include:

  • Net Promoter Score (NPS)
  • Customer Satisfaction Score (CSAT)
  • Customer Effort Score (CES)
  • First Response Rate (FRR)
  • Customer Retention Rate (CRR)


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