An increase in the number of offerings a particular account subscribes to, via up-sells and cross-sells.

A Key Performance Indicator (KPI) is any metric or measurable value that identifies how well an organization is achieving its objectives.

The stages a customer traverses as they go from being a prospect, to a lead, to a closed deal.  The customer journey encompasses all touch points from when a customer becomes aware of your company or product, all the way through the point when they become a paying customer.

There is no universal definition of an ideal customer, you will need to modify your ICP as the business needs and industry changes. Think about the types of customers you want to attract to ensure the growth of the company, understanding the perfect market fit is critical in order to scale the business. The Customer [...]

An increased rate of consumption of what was purchased

An index computed based on a complex set of algorithms to measure how satisfied a customer is with a product or service in order to predict their sentiment towards an up-sell, cross-sell or advocacy outreach.

The percentage by which your customer base has increased over a set period of time. This can be measured using the formula {​​​(# of Current Customer – # of Customers Previously) / # of Previous Customers}​​​​​​​​​​ * 100%. You can also measure growth by comparing the revenue increases between the two periods.

The Customer Experience is the product of an interaction between an organization and a customer over the duration of their relationship.  This interaction includes a customer’s attraction, awareness, discovery, cultivation, advocacy, purchase and use of a product or service.

Enterprise Resource Planning (ERP) is any software that helps to manage and integrate company data, drawn from multiple applications and data sources while automating back-office functions related to services, human resources, and technology.  It is used to simplify and streamline information and processes across the entire company.

A downsell happens when a customer renews their contract at a lower contract value, perhaps a lower license/user count or a product, service or area of the business is no longer included in the contract.