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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Net Retention (NRR)

Very similar to gross retention, however, net retention factors in how losses in revenue from churn and downgrades are offset by upsells and expansion. The formula for calculating net revenue retention is almost the same as that for gross revenue retention, except we need to add in the effects of upsells and cross-sells. We’ll call these “upgrades” for short for the sake of simplifying our formula. When this new variable is added in, our formula for GRR becomes NRR:NRR = [(MRR from renewals + MRR from upgrades – MRR lost due to churn – MRR lost due to downgrades) / MRR at the beginning of the month] * 100

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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.