The word freemium is a combination of the words free and premium. It describes a business model in which you give a base product away for free to a large group of users and sell premium products to a smaller fraction of this user base. In the Freemium model a service (usually a self-service, software-based [...]
A feature (sometimes referred to as a "Function") is a specific capability of a product or service that usually relates to providing the user with an ability to perform all or part of a task. Software in particular often uses this concept, and the list of features for a particular software application are often listed [...]
Sales Motions refer to typical patterns or types of sales. In terms of Customer Success the most important ones to understand are "Land" which refers to an initial (sometimes smaller in scale) initial sale to a new customer and "Expand" which refers to subsequent sales of the same product or service to the same customer [...]
See "Sales Motions"
See "Sales Motions"
This refers to a lowest cost and lowest quality engagement model that typically utilises no CSMs at all and instead provides automated customer success services on a self-service basis
This refers to a lower cost and lower quality engagement model that typically utilises CSMs that manage a large number of customer accounts and whose time is therefore spread between these accounts, with little subsequent time available to assist any one customer
This refers to a high cost and high quality engagement model that typically utilizes CSMs who are either dedicated just to a single customer account or that manage a small number of customer accounts
An engagement model defines the way in which customer success services are deployed to a group (or "segment") of customers. Different segments may be allocated different engagement models, which increases or reduces the cost of the service and the quality of the service, thus enabling a company to provision customer success services at the right [...]
The name given to the category of software applications designed to be used by a customer success organization to manage and measure their activities