A plan for activity to maximize customer success, usually created jointly between the customer and the CSM and agreed by both parties prior to implementation of the plan.

This is the proposal that a CSM submits to a customer for a plan of activity to maximize customer success (ie a proposal for a Customer Success Plan)

The expression "customer success metrics" simply refers to the way in which a customer success organization measures its performance. There is no universally adopted approach to measuring customer success performance, but typical metrics for customer success performance would include churn/retention rate, customer satisfaction and/or NPS rate, and average contract values for renewals.

A customer satisfaction score (or CSAT) is a rating (often out of either 10 or 100) used to determine the overall level of satisfaction a customer (or an average of all customers) experiences. It is often calculated by surveying customers (perhaps annually for example) and calculating the value based upon their responses

A customer journey map is a documented "typical" customer journey. For more complex suppliers there may be more than one typical customer journey that their customers take, in which case those supplier may need to create multiple customer journey maps. The customer journey map documents each step (or "milestone") within the customer's journey. The customer [...]

The customer journey is the "journey" a customer takes from the start to end of their dealings with a supplier and include seach major step (or "milestone") within that journey. A typical customer journey will start with awareness of the supplier and education about its products and services, move to engagement with the sales function [...]

The customer effort score provides a rating for the level of difficulty (or effort) experienced by customers in getting problems resolved by their supplier. CES is often used in customer service organizations. A lower CES indicates a higher quality customer service level, which in turn is linked to higher levels of customer loyalty and is [...]

Customer advocacy refers to when a customer's stakeholders actively support its supplier's marketing. This could be done in a number of ways including acting as a referee, speaking at events, providing a written testimonial, being used within a case study, or simply making recommendations on behalf of the supplier to face-to-face or online contacts (such [...]

A cross-sell occurs when an existing customer purchases one or more other (ie an additional) products or services. Cross-selling is important because it increases the total value of a customer (CLV) but without the additional costs associated with brand new customer acquisition (CAC).. Cross-sell and upsell are often used together, with product features that are [...]

The term "consumption gap" was first used by J.B. Wood in his book “Complexity Avalanche” published in 2009. Wood used it to describe when a customer purchases technology that does not get fully utilized due to lack of time, understanding, and usability. In short the consumption gap is the difference between the technology that gets [...]