ZapScale
  • Pricing
  • Customers

Customer Success Glossary

The Essential Guide for Customer Success Professionals

  • Adoption Rate
  • Average Revenue Per Account (ARPA)
  • Customer Acquisition Cost (CAC)
  • Customer Advocacy
  • Customer Advocacy Activities
  • Customer Churn Rate
  • Customer Community Engagement
  • Customer Complaints
  • Customer Effort Score (CES)
  • Customer Engagement Rate
  • Customer Experience (CX) Index
  • Customer Feedback Response Rate
  • Customer Feedback Volume
  • Customer Health Score
  • Customer Influence Score
  • Customer Journey Completion Rate
  • Customer Lifecycle Touchpoints
  • Customer Lifetime Period (CLTV)
  • Customer Lifetime Value (CLV)
  • Customer Loyalty Index (CLI)
  • Customer Onboarding Time
  • Customer Perception Score (CPS)
  • Customer Referral Rate
  • Customer Relationship Health
  • Customer Retention Cost
  • Customer Retention Rate
  • Customer Satisfaction Index (CSI)
  • Customer Satisfaction Score (CSAT)
  • Customer Segmentation Accuracy
  • Customer Self-Service Adoption Rate
  • Customer Service Cost
  • Customer Success Plan Completion Rate
  • Customer Success Team Utilization Rate
  • Customer Support Response Time
  • Customer Support Satisfaction Rate
  • Customer Training Completion Rate
  • Expansion Revenue
  • Feature Utilization Rate
  • First Contact Resolution Rate (FCR)
  • Net Promoter Score (NPS)
  • Net Revenue Retention (NRR)
  • Onboarding Completion Rate
  • Product Engagement Metrics
  • Product Usage Frequency
  • Quality of Feedback
  • Renewal Rate
  • Support Ticket Response Time & Resolution Time
  • Time to Value (TTV)