A

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.

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B

Behavioral 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.

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C

Customer 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.

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Customer 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).

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Customer 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.

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Customer Relationship Management

Empower your Customer Relationship Management With Gainsight Customer Success and Customer Relationship Management (CRM) go hand-in-hand. Customer Relationship Management focuses…

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Customer Management Tool

What happens to your customers after they sign their contract? Without the right customer management technology in place, this question…

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Churn Management

Focusing on Churn Management is crucial for increasing customer lifetime value, retention and up-sell opportunities.

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Churn Analytics

Companies that examine churn analytics to drive retention and up-sell achieve higher customer lifetime values. Therefore, they are able to…

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Client Retention Strategy

Research shows that it is more costly to acquire new clients than to retain existing ones. Hence, today client retention…

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Customer 360 View

Know thy customer is one of the fundamental principles of customer acquisition and retention. Deep understanding of customer interests and…

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Customer 360

What is a customer 360 view? The customer 360 view is the idea that companies can get a complete view…

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Customer Retention Analytics

Business models are evolving. Companies can no longer sell a customer a product or service and move on. Whether it’s…

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Customer Engagement Strategy

Developing a robust customer engagement strategy is an important activity for Customer Success groups. Customer engagement strategies keep new and…

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Customer Management CRM

The popularity of subscription-based business models makes it necessary to ensure effective customer management to prevent defection and increase retention.…

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Calculating 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.

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Customer Success Outcomes

Customers today want to associate themselves with those brands that provide first-rate customer care. SaaS companies, therefore, must tend to…

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Calculating Churn Rate

To proactively measure and manage logo churn, businesses have each developed their own terminology, approaches, and measurements to calculating churn…

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Customer Retention Statistics

What are good customer retention statistics to collect and follow? At Gainsight, we think these customer retention statistics are worth…

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Customer Success Metrics

Choosing the right customer success metrics can be difficult. There are dozens of recommendations out there, depending on what you…

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E

Engagement Metrics

Quantitative methods used to track the frequency of interaction and the value that an audience receives from a product or service.

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G

Growth Team

Staff that focuses on driving product awareness, demand generation, sign-ups, conversions and retention by liaising with internal and external stakeholders.

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H

How 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…

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I

In-App Feedback

Customer engagement to collect user product sentiment and opinions within the application using free-text forms.

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In-App Surveys

A method to collect feedback, measure customer satisfaction and identify enhancements from users at a granular level within the application.

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Importance of Customer Management

The importance of customer management in today’s “Age of the Customer” is something that cannot be negated. It is a…

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Importance Of Net Promoter Score

Today, you must sell continuously to retain customers and minimize churn. Customer success management is all about keeping customers happy.…

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Importance 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…

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J

Journey 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.

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K

Key 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…

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M

Measure Customer Retention Rate

As the customer’s main advocate, you fight every day to strengthen and grow your relationship with them. Now more than…

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N

NPS 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.

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P

Product 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.

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Product 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.

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Product Insights

Data collected from user interactions with your product or service that can be summarized to inform design, user experience and functionality improvements.

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Product 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.

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Product Usage

A subcategory of behavior segmentation that includes metrics about when, for how long and how customers use a product, feature or service.

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Product 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.

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Product Adoption

The process that customers follow as they discover, purchase and begin using a new product or service.

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Product Operations

An organizational function that integrates design and engineering, customer service, product management and marketing with the goal of increasing product success.

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Product-Led Growth

A business model that seeks to leverage the product or service itself as the main driver for customer retention, conversion and expansion.

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Product 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.

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Product 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.

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Product 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.

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Predictive Customer Analytics

Running predictive customer analytics algorithms on your historical data helps you find the correlating factors that predict a customer turning…

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Predicting Customer Churn

For any company to succeed they need to find ways and means to keep their customers happy to reduce customer…

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R

Retention Analysis

Quantification of usage data that can be used to determine the potential for customer churn or retention and why.

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T

Technology 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.

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U

User 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.

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User 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.

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User Feedback

Perspectives, opinions, information and reactions to a product, service or experience that could be used to shape continuous improvement efforts.

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User 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.

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User Segmentation

Creating different audience or user groups based on common attributes or characteristics in order to better understand and prioritize their needs.

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User Experience

A person’s overall attitude and emotional response to using a product or service.

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User Adoption Strategy

A robust user adoption strategy manages the most valuable asset of a company – customers. User adoption strategies drive customer…

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User Adoption Metrics

Obtaining complete and accurate user adoption metrics is essential for any Customer Success organization or program. This means, at minimum,…

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W

What is Customer Retention Management?

Customer retention management encompasses the actions you take to encourage your customers to remain loyal to your brand over a…

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What 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.

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What is Recurring Revenue?

Recurring revenue is an income model that describes regular payments over time for a service or subscription, as opposed to…

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What 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…

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Why Customer Engagement is Important

According to a 2013 survey by Gartner, “Customers are transitioning to communicating and buying through digital channels.” This has increased…

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What 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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