The annualized total cost of retaining a customer. See Customer Retention Cost (CRC) for more information.

The total value of the annually renewable parts of a specific contract calculated as revenues from that contract per annum. For example if the initial contract was for a $30k pa software license and $20k of initial up front implementation costs, then the ACV would be $30k. Where ACV is used, care should be taken [...]

A person who is assigned to either one or a small number of specific customer accounts, and whose role it is to "manage" those customers, in terms of answering their questions, uncovering sales opportunities and submitting sales proposals. The Account Manager's role is often likened to the CSM's role, but the emphasis (and remuneration) tends [...]

“Anything” delivered as a service, usually where the customer pays for the service on a monthly, quarterly or annual contract basis, but sometimes provided on a “pay as you go” basis.

A project management technique that is used to determine all of the different tasks that need to be completed within a project, and group them in a logical order.

A high level and aspirational description of what a company desires to have happen or become in the future.

The perspective from which an individual or group of people form their view (ie it defines their position in the company and/or their role in the project).

The opinion of an individual or group of people who share a common perspective by virtue of their position in the company and/or role in the project.

The process of attaining value for the customer from the CSM’s company’s products, services and/or solutions, which occurs through their utilization over time to assist with the attainment of the customer’s outcomes.

A description of the intended value that our customers will get from using a particular product or service. Customer Success Manager's need to consistently show the customer the value of our products. This isn't always easy, it's our responsibility to believe in our products and in our ability to provide our customer with the best [...]