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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)