Gainsight Glossary
Key terms and vernacular for today’s customer success and product leaders to know.
Annual Churn Rate
Annual churn rate is a calculated measure of attrition defined by businesses. Companies define how to calculate annual churn rate looking at customers or dollars lost.
Read full DescriptionBehavioral Segmentation
Traits about a customer used to tailor the strategy to deliver the services they want and value, such as accounting for a long adoption time or their level of product awareness.
Read full DescriptionCustomer Onboarding
A distinct and structured process that customers go through as they start using a product or service to get them acquainted and comfortable with its functionality.
Read full DescriptionCustomer Effort Score
A survey used to measure the amount of effort that a customer expended in order to use a specific feature or module, based on the Likert scale of 1 (high) – 7 (low).
Read full DescriptionCustomer Analytics
Predictive algorithms run on customer-specific data to assist in identifying customers with the potential to churn, calculating projected revenue or defining other customer success metrics.
Read full DescriptionCustomer Relationship Management
Empower your Customer Relationship Management With Gainsight Customer Success and Customer Relationship Management (CRM) go hand-in-hand. Customer Relationship Management focuses…
Read full DescriptionCustomer Management Tool
What happens to your customers after they sign their contract? Without the right customer management technology in place, this question…
Read full DescriptionChurn Management
Focusing on Churn Management is crucial for increasing customer lifetime value, retention and up-sell opportunities.
Read full DescriptionChurn Analytics
Companies that examine churn analytics to drive retention and up-sell achieve higher customer lifetime values. Therefore, they are able to…
Read full DescriptionClient Retention Strategy
Research shows that it is more costly to acquire new clients than to retain existing ones. Hence, today client retention…
Read full DescriptionCustomer 360 View
Know thy customer is one of the fundamental principles of customer acquisition and retention. Deep understanding of customer interests and…
Read full DescriptionCustomer 360
What is a customer 360 view? The customer 360 view is the idea that companies can get a complete view…
Read full DescriptionCustomer Retention Analytics
Business models are evolving. Companies can no longer sell a customer a product or service and move on. Whether it’s…
Read full DescriptionCustomer Engagement Strategy
Developing a robust customer engagement strategy is an important activity for Customer Success groups. Customer engagement strategies keep new and…
Read full DescriptionCustomer Management CRM
The popularity of subscription-based business models makes it necessary to ensure effective customer management to prevent defection and increase retention.…
Read full DescriptionCalculating Customer Churn Rate
To calculate Customer Churn divide the Number of Customers Lost by the Original Number of Customers. It is a key indicator of subscription-based business’ health.
Read full DescriptionCustomer Success Outcomes
Customers today want to associate themselves with those brands that provide first-rate customer care. SaaS companies, therefore, must tend to…
Read full DescriptionCalculating Churn Rate
To proactively measure and manage logo churn, businesses have each developed their own terminology, approaches, and measurements to calculating churn…
Read full DescriptionCustomer Retention Statistics
What are good customer retention statistics to collect and follow? At Gainsight, we think these customer retention statistics are worth…
Read full DescriptionCustomer Success Metrics
Choosing the right customer success metrics can be difficult. There are dozens of recommendations out there, depending on what you…
Read full DescriptionEngagement Metrics
Quantitative methods used to track the frequency of interaction and the value that an audience receives from a product or service.
Read full DescriptionGrowth Team
Staff that focuses on driving product awareness, demand generation, sign-ups, conversions and retention by liaising with internal and external stakeholders.
Read full DescriptionHow To Improve Customer Relationship Management
Gainsight’s Customer Success Management solution integrates with Customer Relationship Management (CRM) systems such as Salesforce.com and uses predictive analytics, data…
Read full DescriptionIn-App Feedback
Customer engagement to collect user product sentiment and opinions within the application using free-text forms.
Read full DescriptionIn-App Surveys
A method to collect feedback, measure customer satisfaction and identify enhancements from users at a granular level within the application.
Read full DescriptionImportance of Customer Management
The importance of customer management in today’s “Age of the Customer” is something that cannot be negated. It is a…
Read full DescriptionImportance Of Net Promoter Score
Today, you must sell continuously to retain customers and minimize churn. Customer success management is all about keeping customers happy.…
Read full DescriptionImportance Of Customer Retention Strategy
As per a Harvard Business School report, on average, increasing customer retention rates by 5% increases profits by 25%-95%. This…
Read full DescriptionJourney Map
A visualization of the end-to-end path that a customer has with your product or service, including the outcomes, options, reactions, perspectives and interactions at each stage.
Read full DescriptionKey Metrics For SaaS Customer Success
The key metrics for SaaS companies are Net Promoter Score (NPS), Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), churn…
Read full DescriptionMeasure Customer Retention Rate
As the customer’s main advocate, you fight every day to strengthen and grow your relationship with them. Now more than…
Read full DescriptionNPS Score
The result of a Net Promoter Score (NPS) survey, which measures your customers’ overall satisfaction with your company’s product or service and their potential to advocate for it. The score can be a proxy for brand loyalty.
Read full DescriptionProduct Experience Management
A customer-specific strategy to deliver the right features, content and functionality to a customer over time to drive loyalty, satisfaction and add-on sales.
Read full DescriptionProduct Management Software
An integrated application that brings together product lifecycle management, product management and product operations functionality into one tool. The software can also integrate with billing, marketing and customer satisfaction software.
Read full DescriptionProduct Insights
Data collected from user interactions with your product or service that can be summarized to inform design, user experience and functionality improvements.
Read full DescriptionProduct Engagement
The level to which users interact with your product or service, which could be measured in terms of frequency of use and feature adoption, among others, over time, usually summarized into a score.
Read full DescriptionProduct Usage
A subcategory of behavior segmentation that includes metrics about when, for how long and how customers use a product, feature or service.
Read full DescriptionProduct Management KPIs
Targets, or key performance indicators (KPIs), that teams can use to guide decisions and judge performance of ongoing product or business performance. Examples can include the Net Promoter Score, customer engagement and monthly users.
Read full DescriptionProduct Adoption
The process that customers follow as they discover, purchase and begin using a new product or service.
Read full DescriptionProduct Operations
An organizational function that integrates design and engineering, customer service, product management and marketing with the goal of increasing product success.
Read full DescriptionProduct-Led Growth
A business model that seeks to leverage the product or service itself as the main driver for customer retention, conversion and expansion.
Read full DescriptionProduct Roadmap
A detailed, visual plan for organizations that outlines future areas of focus and improvement, chronologically organized. This can be used to guide the overarching direction for a product or service.
Read full DescriptionProduct Management
The ongoing process of handling a product or service as it moves through various stages of the product lifecycle from conception to launch and through to optimization.
Read full DescriptionProduct Lifecycle
The specific phases, shaped by customer or internal team input, of a product or service, broken into hypothesis, build, test, launch and customer feedback segments. Individual or entire phases can be cyclical or iterative.
Read full DescriptionPredictive Customer Analytics
Running predictive customer analytics algorithms on your historical data helps you find the correlating factors that predict a customer turning…
Read full DescriptionPredicting Customer Churn
For any company to succeed they need to find ways and means to keep their customers happy to reduce customer…
Read full DescriptionRetention Analysis
Quantification of usage data that can be used to determine the potential for customer churn or retention and why.
Read full DescriptionTechnology Adoption Lifecycle
A description of customer behavior related to the acceptance of a new product or feature, which is often broken into innovators, early adopters, early majority, late majority and laggards.
Read full DescriptionUser Analytics
A methodology for evaluating data that reflects how customers adopt, engage and experience products and services. This data can also be integrated with user-level attributes and feedback for further segmentation.
Read full DescriptionUser Engagement
A metric that captures how a user interacts with a product, feature or service, which can be utilized as a leading indicator. Data could include duration, frequency and depth of product interaction.
Read full DescriptionUser Feedback
Perspectives, opinions, information and reactions to a product, service or experience that could be used to shape continuous improvement efforts.
Read full DescriptionUser Retention
The continued use of a product or service by a user over time. It can also represent the steps that a company can take to encourage continued use of a product, lowering the chances of churn.
Read full DescriptionUser Segmentation
Creating different audience or user groups based on common attributes or characteristics in order to better understand and prioritize their needs.
Read full DescriptionUser Experience
A person’s overall attitude and emotional response to using a product or service.
Read full DescriptionUser Adoption Strategy
A robust user adoption strategy manages the most valuable asset of a company – customers. User adoption strategies drive customer…
Read full DescriptionUser Adoption Metrics
Obtaining complete and accurate user adoption metrics is essential for any Customer Success organization or program. This means, at minimum,…
Read full DescriptionWhat is Customer Retention Management?
Customer retention management encompasses the actions you take to encourage your customers to remain loyal to your brand over a…
Read full DescriptionWhat is Successful Customer Service?
One of the best means to retain existing customers is successful customer service. Successful customer service is the one that helps improve brand loyalty.
Read full DescriptionWhat is Recurring Revenue?
Recurring revenue is an income model that describes regular payments over time for a service or subscription, as opposed to…
Read full DescriptionWhat is a Customer Engagement Model?
A customer engagement model is the approach that companies take to engaging and building relationships with their customers. A great…
Read full DescriptionWhy Customer Engagement is Important
According to a 2013 survey by Gartner, “Customers are transitioning to communicating and buying through digital channels.” This has increased…
Read full DescriptionWhat Is a Customer Engagement Objective?
One of the best means to grow customers is not through customer acquisition but through customer retention. Hence, to increase…
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