A tool that leverages data to solve business problems by utilizing machine learning to create insights based on past trends.

A provision of service to customers before, during, and after a purchase.  Customer Service is usually a reactive function after a problem has already occurred and doesn’t handle the specific accounts in their domain.

A person who manages Customer Success operations for a subset of their company’s accounts in the post-sales environment. They need to be predictive, proactive, and productive.

Automation refers to online software tools and processes that enable employees and/or customers to perform tasks quickly and efficiently, whilst ensuring robust controls are built in to protect sensitive data.  Automation can help to enable the Customer Success Management function to deliver a consistent and coherent experience across the customer lifecycle, throughout the entire organization, [...]

A marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectations.  Satisfaction can be gauged through survey responses, NPS, or via sustained product usage.

Customer Relationship Management (CRM) is a platform or program to track and interact with your customers.

The number of sessions/periods for which your customer has signed a deal to use your product.

The process of identifying common patterns in customer behavior to select groups of customers that are likely to act in a similar manner.

Customer Experience Management (CEM or CXM) is the collection of processes a company uses to track, oversee, and organize every interaction between a customer and the organization throughout the customer lifecycle.  The goal of CEM/CXP is to provide a customer experience that exceeds customer expectations, increases customer satisfaction, and grows customer loyalty.

There are several types of CTAs, each may have different playbooks. The ones that come immediately to mind are RISK, EXPANSION, LIFECYCLE, ACTIVITY and RENEWAL. RISK: No or Low Product Adoption, Poor Sentiment, Loss of Champion due to acquisition or company/role change, Large or increased number of Support Cases. EXPANSION: Keeping your customer’s goals in [...]