The desired end result of an initiative, which is usually attained by the accumulation of multiple outputs over time (for example each sale of a product is an output that contributes to the outcome that the annual revenue target is reached).

The ongoing costs associated with managing and maintaining a product, service or solution and supporting its users.

The provision of information and assistance to the customer to ensure they are able to start using the product or service they have purchased.

A survey methodology most often used in SaaS companies to evaluate customer satisfaction and loyalty. NPS and CSAT survey results are often included as part of the measurement of customer health. This metric that is commonly used to rate from 1 to 10 the overall level of satisfaction customers perceive, which is calculated by asking [...]

A high level and aspirational description of what your company will do to turn its vision into a reality.

A mid-way target that helps to measure progress towards desired outcomes.

A person who influences the decisions made by a Senior Decision Maker, usually by virtue of their seniority, experience or position.

A measurement that is designed to indicate the level of progress being made towards achieving an outcome. Multiple KPIs may need to be used in order to fully understand overall progress towards outcome attainment.

A specific project or undertaking that the customer is working on within their own business that is the underlying reason for their purchase of products and/or services. Initiatives may be large and corporate-wide or smaller in scope and only impact one team, department or process.

A user or group of users that will not actually use your solution itself to perform one or more of their tasks, but will experience change due to receiving different outputs from those who will.