It is important to understand what the customer needs to achieve and how they need to achieve it to ensure they have a good experience.

Zealous should be a characteristic which is used to describe each member of our Customer Success team. As a CSM you are devoted to your customers and to learning our products. Our CSM's are devoted to our customers and obsessed with their success, building long-lasting relationships.

When measuring the difference between performance, prices, quantities or indeed any other value of something, companies measure the most recent value against the value measured exactly a year earlier to know if they are growing or becoming more efficient.

Cross-selling refers to selling a different product or service to the same customer and is often another goal for our Customer Success team. Cross-selling is different than upselling, it has more influence on lateral growth moving from one product to another. The X-Sell works best when there is trust between a customer and the CSM [...]

Identifies the sequence of processes/tasks through which a piece of work passes from initiation to completion.  These are carried out automatically by the platform and launch customizable tasks, reminders, and actions that are completed automatically without prompting.

Upsell is the sale of additional products, add-ons, licenses, and/or services to existing customers. Upsells often become a natural part of the conversation as part of helping the customer reach their goals.

Triggers or Workflows set off a single or series of automated tasks, workflows, and playbooks that get activated in many Customer Success platforms or offerings. These workflows allow you to launch repetitive or customized tasks automatically.

The time taken from the initial sale to the time the customer receives actual value from the product.

Total Contract Value (TCV) is a metric that represents the full value of a customer contract.  It includes the value of one-time and recurring revenue, but it does not include usage charges.  TCV is a projection of your booking revenue and can be useful when planning expenditure and managing the growth of your business.

An issue tracking system that manages and maintains lists of customer issues that need to be resolved.  Users describe the problem and submit a form which creates a ticket with an unique ID.