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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Y-Z

Getting Started

Tasks & Touchpoints

Account Profile

My Portfolio

Segments

SuccessBLOCs

SuccessPlays

Campaigns

Stakeholder Engagement

Stakeholder engagement, the process of aligning, informing and collaborating with parties who have a vested interest in an organization - aka  the decision makers that can make or break your relationship - is an extremely important strategic relationship that should be a high priority but is often neglected.

How to Create a Stakeholder Engagement Plan

You can take a 7-step approach to design a stakeholder engagement and management plan to chart a path to communicating the value of your product and brand to your stakeholders, promoting higher engagement and retention. These steps include:

  • Identify your stakeholders and their roles
  • Match communication strategies to stakeholder roles
  • Analyze key stakeholder motivation
  • Determine how and when you will engage key stakeholders
  • Identify stakeholder preferred communication channels
  • Personalize automated communication
  • Send automated reports to showcase benefits of utilization

Stakeholder Engagement Journey Templates


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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.