The measurement of customers who do not renew their contracts, usually expressed as a percentage of the total number of customers. For example a churn rate of 14% would indicate that 14% of existing customers do not renew their contracts.

The process of managing change in order to reduce its negative impact on the business and to ensure the change takes place completely.

The up-front costs associated with purchasing and implementing a product, service or solution.

A senior executive, usually (but not always) with the word ‘Chief’ in their job title, such as Chief Executive Officer (CEO).

A component of a roadmap that can be discretely described and measured.

The total value of a specific customer calculated as revenues from that customer per annum. The calculation will often only take into account revenues from renewable contracts.

The quality of being able to change what is currently happening without too much cost or difficulty.

A challenge or issue that presents a potential barrier to the successful adoption of the company’s products, services and solutions and which must, therefore, be overcome.

Adoption or Product Adoption is the process of bringing a new system, process, product or service into use such that it is generating its intended outputs. Adoption planning, implementation and measurement are important aspects of Customer Success Management and are often what the day-to-day CSM's tasks evolve around. Adoption levels are measured by product usage, [...]

A change management framework that focuses on the "people" aspect of change. ADKAR stands for Awareness, Desire, Knowledge, Ability, and Reinforcement.