The provision of positive or negative rewards for users in order to motivate them to do (or not do) something.

A group of users who share the same or very similar type of impact - typically because they perform the same task or tasks.

An effect that is experienced by a person or group of people (usually referred to as "users") due to change engendered by the initiative your solution is supporting.

A metric that is commonly used in customer success management to determine the relative health of the relationship between the CSM’s own company and each customer. It is generally calculated as a score based on a complex set of algorithms and business rules to measure the value delivered to the customer, in order to predict [...]

One specific aspect of the vision (the vision divided into goals).

Best practice guidance that breaks down complex goals into a series of steps containing activities and provides help on how those activities should be performed.

The process of selling further products, services and/or solutions to an existing customer.

The CSM’s engagement strategy for a particular customer, summarized and formatted into a simple-to-follow document.

The overall plan for engaging a particular customer that the CSM develops for their own benefit.

The entire length of time in which the CSM is engaged with the customer to assist them with a specific initiative for which products or services have been purchased.