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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C-D
E-F
G-H
I-J
K-L
M-N
O-P
Q-R
S-T
W-X
Y-Z

Getting Started

Tasks & Touchpoints

Account Profile

My Portfolio

Segments

SuccessBLOCs

SuccessPlays

Campaigns

Net Promoter Score (NPS)

Net Promoter Score has become synonymous with measuring customer satisfaction. Developed by Bain & Company business strategist Fred Reichheld, NPS measures customer satisfaction by asking survey respondents to use a scale of 0 to 10 to answer a single question such as, “How likely is it that you would recommend our brand to a friend or colleague?”

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What's inside a SuccessBLOC?

Overview
Goals & KPIs
Segments
Reports
Campaigns

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.