Accelerate Success In The Subscription Economy
It is imperative for businesses in the subscription industry to calculate churn rates in order to improve retention. Churn rate…
Read DefinitionCustomer Success Glossary
Key terms and vernacular for today's customer success and product leaders to know.
A
Annual Churn Rate
Annual churn rate is a calculated measure of attrition defined by businesses. Companies define how to calculate annual churn rate…
Read DefinitionB
Behavioral Segmentation
Traits about a customer used to tailor the strategy to deliver the services they want and value, such as accounting…
Read DefinitionBusiness Customer Management
Customer management is what your business needs to grow Customer management is essential to the growth and success of a…
Read DefinitionC
Cable Lifetime Revenue
The rapid expansion of the Internet is driving cable companies of all sizes to rethink how they operate in order…
Read DefinitionCalculating Churn Rate
To proactively measure and manage logo churn, businesses have each developed their own terminology, approaches, and measurements to calculating churn…
Read DefinitionCalculating Customer Churn
Know your customer churn rate and gain a deeper understanding of your business health Churn rates are key indicators of…
Read DefinitionCalculating Customer Churn Rate
To calculate Customer Churn divide the Number of Customers Lost by the Original Number of Customers. It is a key…
Read DefinitionCall Center Feedback
Customer intelligence consists of collecting, analyzing and using information to increase customer satisfaction and optimize customer profitability levels in call…
Read DefinitionCall Center Renewal Rates
Gainsight brings consistency and insights to call center Customer Success Gainsight helps call center businesses and providers succeed by delivering…
Read DefinitionChurn Analysis
You know your company’s value depends on growth. But if your company has a business model (SaaS, pay-per-use, pay-per-transaction, cloud,…
Read DefinitionChurn Analytics
Companies that examine churn analytics to drive retention and up-sell achieve higher customer lifetime values. Therefore, they are able to…
Read DefinitionChurn Management
Focusing on Churn Management is crucial for increasing customer lifetime value, retention and up-sell opportunities.
Read DefinitionChurn Rate
If you have a recurring revenue business, do you know what your churn rate is? Have you dissected the data…
Read DefinitionChurn Reduction
Where do you start if you are responsible for churn reduction? First, define a consistent set of metrics by which…
Read DefinitionChurn Reduction Initiatives
According to Gartner research, 80 percent of future profits will come from just 20 percent of existing customers. This essentially…
Read DefinitionChurn Reduction Strategies
Statistics show that boosting customer retention rates by as little as 5% brings 5 to 95% amount of increased profits.…
Read DefinitionClient Retention Strategy
Research shows that it is more costly to acquire new clients than to retain existing ones. Hence, today client retention…
Read DefinitionContinuous Learning
User education isn’t a one-time event. It’s not a matter of presenting new customers or employees with the right onboarding…
Read DefinitionCost of Customer Churn
Lack of customer focus leads to increased cost of customer churn. Gainsight enables you to lower cost of customer churn…
Read DefinitionCreating Customer Happiness
Customers are the greatest assets of any business. In order to retain them, enterprises must focus on ensuring customer happiness.…
Read DefinitionCSM Company
Gainsight is a CSM company dedicated to ‘Success for All’ Customer Success Management is taking over the world and Gainsight…
Read DefinitionCSM Software
Gainsight is the first cloud-based CSM software designed specifically to focus on customer churn and retention rates. It combines multiple…
Read DefinitionCustomer 360
The customer 360 view is the idea that companies can get a complete view of a customer’s past, present, and…
Read DefinitionCustomer 360 View
Know thy customer is one of the fundamental principles of customer acquisition and retention. Deep understanding of customer interests and…
Read DefinitionCustomer Adoption
Every company requires multiple customer feedback mechanism which can be utilized in a flexible fashion to capture insights about customers’…
Read DefinitionCustomer Adoption
The What, Why and How of Customer Adoption Customer adoption is a very important element of a successful business, yet…
Read DefinitionCustomer Analytics
Predictive algorithms run on customer-specific data to assist in identifying customers with the potential to churn, calculating projected revenue or…
Read DefinitionCustomer Churn
Businesses can no longer sell a product or service and move on. Whether it’s subscription, utility, freemium or other ongoing…
Read DefinitionCustomer Churn Analysis
In order to build a sustainable SaaS business, companies need to focus their efforts on reducing customer churn. According to…
Read DefinitionCustomer Churn Analytics
Churn analytics is hard to measure because it requires historical data on past trends, patterns, customer behavior, customer satisfaction ratings,…
Read DefinitionCustomer Churn Rate
Manage and reduce your customer churn rate with Gainsight At its core, a business’ churn rate represents the speed at…
Read DefinitionCustomer Churn Software
Making more money from your existing customers is the heart of “Customer Success Management”. Moreover, revenue from existing customers becomes…
Read DefinitionCustomer Effort Score
A survey used to measure the amount of effort that a customer expended in order to use a specific feature…
Read DefinitionCustomer Enablement
Today, most customers expect a lot out of the buying process — more than ever before. They don’t just want…
Read DefinitionCustomer Engagement
In today’s ‘age of the customer’, customer engagement is considered one of the key factors for driving sales and revenue.…
Read DefinitionCustomer Engagement Companies
In subscription economy, relevant customer engagement is imperative to retain existing customers. With customer engagement, companies can build healthy and…
Read DefinitionCustomer Engagement Management
Customer Engagement Management provides the means to drive the increase in customer value. To increase and improve customer engagement product…
Read DefinitionCustomer Engagement Model
A customer engagement model is the approach that companies take to engaging and building relationships with their customers. A great…
Read DefinitionCustomer Engagement Objective
One of the best means to grow customers is not through customer acquisition but through customer retention. Hence, to increase…
Read DefinitionCustomer Engagement Or Customer Experience
According to Forrester, it is the “Age of the Customer” and only companies that focus on “winning, serving, and retaining…
Read DefinitionCustomer Engagement Products
SaaS companies can ensure customer success and drive measurable business results with effective customer engagement strategies. With different customer engagement…
Read DefinitionCustomer Engagement Strategy
Developing a robust customer engagement strategy is an important activity for Customer Success groups. Customer engagement strategies keep new and…
Read DefinitionCustomer Engagement Tips
Customer engagement is a crucial activity that builds long-term cordial relationship with your customer. Customer engagement enables companies to promote…
Read DefinitionCustomer Experience
Make consistently positive customer experiences a reality with Gainsight Customer experience plays a very important role in Customer Success. To…
Read DefinitionCustomer Experience Management Best Practices
Customers are now informed and want more from their product or service. To stay competitive, brands must meet the expectations…
Read DefinitionCustomer Experience Management Technology
Customer Experience Management tells you what you do not know about your customer and your relationships that can cause a…
Read DefinitionCustomer Experience Metrics
To provide the best customer experience to your customers, you need to understand what they want from your company. Tracking…
Read DefinitionCustomer Experience Strategy
More number of companies are going all out to improve their customer experience strategy in order to improve their revenue…
Read DefinitionCustomer Focus And Managing Customer Loyalty
In the subscription based business model, improving customer focus and managing customer loyalty is imperative to attain competitive advantage. For…
Read DefinitionCustomer Focus And Relationship Management
Companies are dependent upon customers to realize their financial objectives. Still, they do not duly recognize the role of customers…
Read DefinitionCustomer Focus Vs Customer Service
A change in attitude is imperative if companies want to drive sales and revenue in today’s competitive environment. However, they…
Read DefinitionCustomer Happiness
In order to drive sales and revenue, companies must focus on ensuring not just customer satisfaction but customer happiness. A…
Read DefinitionCustomer Journey Mapping
Businesses need to pay closer attention to the changing requirements of their customers to grow their business and to improve…
Read DefinitionCustomer Lifecycle Management
Effective customer lifecycle management enables powerful customer interaction strategies and measurement of related metrics. Customer analytics using these metrics can…
Read DefinitionCustomer Management CRM
The popularity of subscription-based business models makes it necessary to ensure effective customer management to prevent defection and increase retention.…
Read DefinitionCustomer Management Process
Customer experiences have a massive impact on companies performance as a whole. Analyzing and improving customer-centric processes to gain effectiveness…
Read DefinitionCustomer Management Services
Drive success with Gainsight’s Customer Success services and educational offerings In subscription-based business models, customer retention is key to healthy…
Read DefinitionCustomer Management Software
Whether you’re scaling or just getting organized, customer management software will take your Customer Success to new heights While you…
Read DefinitionCustomer Management System
Having a great customer management system is essential for a robust customer success organization in any company. You need access…
Read DefinitionCustomer Management Tool
What happens to your customers after they sign their contract? Without the right customer management technology in place, this question…
Read DefinitionCustomer Monitoring
Gainsight is the premier solution for customer monitoring. Its five modules underpin customer monitoring efforts to increase retention and reduce…
Read DefinitionCustomer Onboarding
A distinct and structured process that customers go through as they start using a product or service to get them…
Read DefinitionCustomer Onboarding Metrics
Customer Onboarding Metrics You Need to Know Customer onboarding may be just the beginning of the customer journey, but it’s…
Read DefinitionCustomer Relationship Management
Learn how Customer Relationship Management can benefit your business A majority of modern businesses are making the switch to a…
Read DefinitionCustomer Relationship Management
Empower your Customer Relationship Management With Gainsight Customer Success and Customer Relationship Management (CRM) go hand-in-hand. Customer Relationship Management focuses…
Read DefinitionCustomer Relationship Management Plan
Gainsight offers a next generation platform to connect silos of data to manage customer retention and reduce churn to better…
Read DefinitionCustomer Relationship Management Strategies
The fundamental goal of any enterprise customer relationship management (CRM) strategy is first to anticipate customer churn and second to…
Read DefinitionCustomer Relationship Management Tools
Gainsight’s CRM software offers new capabilities that enable companies to increase retention and revenue, by better serving their customers. To…
Read DefinitionCustomer Retention Analysis
If you’re trying to figure out where to start with customer retention analysis, we recommend asking your executive team to…
Read DefinitionCustomer Retention Analytics
Business models are evolving. Companies can no longer sell a customer a product or service and move on. Whether it’s…
Read DefinitionCustomer Retention and Marketing
Strategic marketing for customer retention with Gainsight Renewals aren’t always going to fall into your lap but marketing to your…
Read DefinitionCustomer Retention Data
Customer retention data is critical to the success of your marketing teams. Customer retention data can be derived using active…
Read DefinitionCustomer Retention In A Week
Make customer data work for you and improve retention rates with Gainsight Customer retention is a key focus area for…
Read DefinitionCustomer Retention Management?
Customer retention management encompasses the actions you take to encourage your customers to remain loyal to your brand over a…
Read DefinitionCustomer Retention Metrics
10 B2B Customer Retention Metrics You Need to Measure ASAP Customer retention is arguably the most metric you can measure. Why?…
Read DefinitionCustomer Retention Rate
Customer retention rate is a metric that tells you what percentage of your total number of customers continue their business…
Read DefinitionCustomer Retention Software
Customer retention software is taking center stage. Why? Business can no longer sell a customer a product or service and…
Read DefinitionCustomer Retention Statistics
At Gainsight, we think these customer retention statistics are worth considering, among the dozens often cited by pundits and consultants.…
Read DefinitionCustomer Retention Strategy
Customer retention strategy is the process followed to attract and retain customers. For customer retention to succeed, companies need authentic…
Read DefinitionCustomer Retention Technology
Provide maximum value and retain customers with Gainsight Businesses today use data, analytics, and automation to give their teams the…
Read DefinitionCustomer Satisfaction
Gainsight’s Feedback Management module enables recurring revenue businesses to measure customer satisfaction through surveys and take action based upon survey…
Read DefinitionCustomer Satisfaction (CSAT) Calculation
What’s Customer Satisfaction (CSAT) & How Do You Measure It? Customer satisfaction (CSAT) is one of the most frequently measured…
Read DefinitionCustomer Service And Customer Retention
Customer service and customer retention are two important business strategies that are crucial in today’s competitive business environment. A great…
Read DefinitionCustomer Success
Customer success is considered to be the next big thing; a revolutionary concept that drives growth and revenue. So what…
Read DefinitionCustomer Success and Marketing
Streamline your Customer Marketing with Gainsight Customer Marketing is critical for a business’ Customer Success strategy and at Gainsight, we’re…
Read DefinitionCustomer Success Management Software
Businesses today use data, analytics and automation to give their teams the edge they need to acquire new customers. However,…
Read DefinitionCustomer Success Metrics
Choosing the right customer success metrics can be difficult. There are dozens of recommendations out there, depending on what you…
Read DefinitionCustomer Success Models
Customer Success departments play a crucial role in long-term revenue generation for the company. They are also responsible for retaining…
Read DefinitionCustomer Success Outcomes
Customers today want to associate themselves with those brands that provide first-rate customer care. SaaS companies, therefore, must tend to…
Read DefinitionD
Definition Customer Focus
Customer focus is imperative in today’s competitive business environment as customer churn is increasing at an alarming rate. Unless and…
Read DefinitionDo You Calculate Client Retention Rate
Do you calculate client retention rate? As a Customer Advocate, you fight every day to strengthen and grow your customer…
Read DefinitionDrive Customer Adoption
Customer adoption is where product strategy, marketing and customer service intersect. Drive customer adoption using Gainsight’s Adoption Management module that…
Read DefinitionE
Embedded Learning
What’s Embedded Learning & Why Do You Need It? Online learning is one of the most effective ways to teach…
Read DefinitionEnd User Engagement
End user engagement, also called user engagement, measures how a user interacts with a product, feature, or service. User engagement…
Read DefinitionEngagement Metrics
Quantitative methods used to track the frequency of interaction and the value that an audience receives from a product or…
Read DefinitionExamples Of Customer Focus
With most companies and customers preferring a subscription based business model, customer focus becomes imperative to realize business goals and…
Read DefinitionF
Future Customer Management
The future of customer management relies heavily on technology. Stay ahead with Gainsight. In just the past decade, the business…
Read DefinitionG
Government Renewal Rates
Gainsight keeps your information central and secure so you can focus on delivering exceptional service that drive renewals. If you…
Read DefinitionGrowing Customer Focus
Approaching business with a customer focus is the new success mantra. Research shows that when customers are happy and satisfied…
Read DefinitionGrowing Subscription Economy
SaaS companies that cater to growing subscription economy need to measure product usage and adoption to drive customer retention workflow…
Read DefinitionGrowth Team
Staff that focuses on driving product awareness, demand generation, sign-ups, conversions and retention by liaising with internal and external stakeholders.
Read DefinitionH
Healthcare Cross Sell Opportunities
Ensure positive experiences for every patient with Gainsight As technology rapidly grows, it’s driving businesses of all sizes to rethink…
Read DefinitionHow To Create User Adoption
Customers are not interested in just buying a product, they also want quality customer experience and a sound business model.…
Read DefinitionHow To Improve Customer Engagement
Customer engagement is the key to customer retention. Gainsight’s customer success platform provides valuable customer data to manage retention, reduce…
Read DefinitionHow To Improve Customer Focus
Many companies fail to achieve business goals and objectives due to lack of a customer-centric approach. Being profit oriented, they…
Read DefinitionHow To Improve Customer Loyalty
Gainsight’s Adoption Management module enables SaaS companies to improve customer loyalty and measure product usage, adoption and success metrics to…
Read DefinitionHow To Improve Customer Relationship Management
Gainsight’s Customer Success Management solution integrates with Customer Relationship Management (CRM) systems such as Salesforce.com and uses predictive analytics, data…
Read DefinitionHow To Improve Customer Retention
Improving customer retention is one of the primary tasks of the Customer Success teams. Gainsight is a customer success platform…
Read DefinitionHow To Increase Customer Engagement
Customer engagement raises the prospects of continued business. Product adoption and customer retention are important tactics that increase customer engagement.…
Read DefinitionHow To Increase Customer Experience
Turn customers into loyal advocates by improving your customer experience Delivering an exceptional and unified customer experience requires that Customer…
Read DefinitionHow To Increase Customer Loyalty
Customer loyalty is about attracting the customers to your product or service, getting them to buy and finally who in…
Read DefinitionHow To Increase Customer Retention
Today’s customers are mobile and powered by choice and hence, a satisfied customer does not guarantee long-term business prospects. To…
Read DefinitionHow To Increase Customer Satisfaction
Increase customer satisfaction with Gainsight’s real-time intelligence Customer satisfaction is a direct indicator of the hard work you’ve put into…
Read DefinitionHow To Increase Revenue Growth
Increasing revenue growth is a challenge in today’s growing subscription economy. Gainsight offers the Lifetime Revenue Management module that enables…
Read DefinitionHow to Measure Customer Experience
Customers today are very connected and active in discussing their user experience in multiple channels, using social media, contact centers…
Read DefinitionHow to Measure Customer Relationship Management Success
Customer relationship management success for saas companies can be measured using metrics such as churn rates, closure rates, product usage,…
Read DefinitionHow To Measure Customer Retention
Businesses today use data, analytics and automation to give their teams the edge they need to acquire new customers. However,…
Read DefinitionHow To Measure Customer Satisfaction
Today’s enterprises face greater customer satisfaction challenges because of the rapid adoption of SaaS technology. Some of the key challenges…
Read DefinitionHow To Measure Success
Measurement of success depends on customer satisfaction ratings, customer retention and recurring revenue. Gainsight’s Adoption Management module enables businesses to…
Read DefinitionHow to Reduce Customer Churn
As the customer’s main advocate within your organization, you constantly worry about reducing churn while strengthening and growing your relationships…
Read DefinitionI
Impact Revenue Performance
There are many factors that impact a subscription company’s revenue performance. Gainsight’s offers a unique Lifetime Revenue Management module that…
Read DefinitionImportance of Customer Management
The importance of customer management in today’s “Age of the Customer” is something that cannot be negated. It is a…
Read DefinitionImportance Of Customer Retention Strategy
As per a Harvard Business School report, on average, increasing customer retention rates by 5% increases profits by 25%-95%. This…
Read DefinitionImportance Of Net Promoter Score
Today, you must sell continuously to retain customers and minimize churn. Customer success management is all about keeping customers happy.…
Read DefinitionImprove Customer Experience
Reduce churn by focusing on improving the customer experience Drive long-term brand loyalty and sustained business growth by investing in…
Read DefinitionImprove Customer Management
Customer management is the key to business growth Customer relationship management is a cornerstone of strong businesses. It should be…
Read DefinitionImprove Customer Satisfaction
Customer satisfaction is the extent to which customers are happy with the products and services supplied by a company to…
Read DefinitionIn App Messaging
In-app messages are communications your users receive while they are interacting with your product. Because in-app messaging is targeted to…
Read DefinitionIn-App Feedback
Customer engagement to collect user product sentiment and opinions within the application using free-text forms.
Read DefinitionIn-App Surveys
A method to collect feedback, measure customer satisfaction and identify enhancements from users at a granular level within the application.
Read DefinitionIn-product Messaging
In-product messaging is communication with product users that happens entirely within the context of the product itself. This channel is…
Read DefinitionIncrease Customer Engagement
Increased customer engagement activities improve the prospect of long-term business growth and success. Customer engagement activities drive product adoption and…
Read DefinitionIncrease Customer Lifetime
Increase the lifetime of your customers with Gainsight Customer lifetime describes the period of time that a customer is involved…
Read DefinitionIncrease Customer Loyalty
Accelerate business growth by giving your customers a reason to stay loyal Increasing and sustaining customer loyalty is important to…
Read DefinitionIncrease Customer Retention
A combination of market forces has combined to ignite the rapid growth of the SaaS and broader Cloud Computing market.…
Read DefinitionIncrease Customer Satisfaction
A combination of market forces has converged to spark the rapid growth of the Software-as-a-Service (SaaS) and broader Cloud Computing…
Read DefinitionIncrease Revenue Growth
The rise of SaaS and subscription economy has brought the Customer Success teams to the forefront. Customer Success teams now…
Read DefinitionIncrease User Adoption
In order to address the demand for improved efficiency, effectiveness and productivity, most companies deploy technology solutions. However, the success…
Read DefinitionIncreasing Revenue
For companies in the growing subscription economy, there are 3 ways to increase revenue. They are: Increase product adoption Identify…
Read DefinitionInteractive Product Tour
An interactive product tour is a brief, self-guided walkthrough of your product that helps users learn by doing, at their…
Read DefinitionJ
Journey Map
A visualization of the end-to-end path that a customer has with your product or service, including the outcomes, options, reactions,…
Read DefinitionK
Key Metrics For SaaS Customer Success
The key metrics for SaaS companies are Net Promoter Score (NPS), Monthly Recurring Revenue (MRR), Annual Recurring Revenue (ARR), churn…
Read DefinitionKey SaaS Metrics
SaaS businesses are distinguished from conventional businesses and need specialized SaaS metrics to measure precision and success. Customer retention plays…
Read DefinitionL
Lead Customer Success Manager
In the subscription economy, the revenue is realized over the lifetime of a customer. Hence, ensuring customer success is imperative…
Read DefinitionLearning Management Systems
What’s an LMS? Benefits, Types, Features, Cost and More What’s a learning management system (LMS)? Good question. An LMS (also…
Read DefinitionLifecycle Marketing Definition
Manage customer retention and reduce churn across the enterprise with Gainsight. Gainsight is a customer success management platform, which makes…
Read DefinitionLifecycle Marketing Software
Turn your customer base into an additional revenue source with lifecycle marketing software After a customer has purchased your product,…
Read DefinitionLifecycle Marketing Strategy
Customer is the hub of your business because without customers there simply would be no business. Marketers are challenged with…
Read DefinitionM
Maintaining Successful Customer Relationships
Customer Success teams are given the responsibility to maintain successful customer relationships. Customer Success teams help maximize user adoption that…
Read DefinitionManage Customer Success To Reduce Churn
Churn is a cause of concern in many organizations. To reduce churn, organizations need to track customer retention and root…
Read DefinitionManaging Customer Care
Customer care and service is major revenue contributor for a company. Gainsight customer success solution provides you a robust platform…
Read DefinitionManaging Customer Data
Manage customer data with the Gainsight platform While you don’t need perfect data to start using Gainsight, customer data management…
Read DefinitionManaging Customer Data at your Business
Gainsight gives you clean, quality data with our Bionic Rules feature The connection is clear: Better data tools lead to…
Read DefinitionMapping The Customer Experience
Mapping the customer journey is extremely useful as it helps understand and improve your customer experience. The map documents your…
Read DefinitionMarketing Customer Satisfaction
Customer satisfaction helps your business achieve business success and a competitive edge over competitors. Satisfied customers are loyal customers and…
Read DefinitionMeasure Customer Experience
Measure customer experience to gain valuable customer insights In today’s evolving landscape, you need to continuously innovate to strengthen and…
Read DefinitionMeasure Customer Retention Rate
As the customer’s main advocate, you fight every day to strengthen and grow your relationship with them. Now more than…
Read DefinitionMeasure Customer Satisfaction
A combination of market forces has assembled to ignite the speedy growth of the Software-as-a-Service and the broader Cloud Computing…
Read DefinitionMeasure Success
Measure and prove the value of your product with Gainsight What does success mean to you? What does it mean…
Read DefinitionMeasuring And Managing Customer Satisfaction
To remain competitive and reduce churn companies are trying to retain their existing customers by improving their customer satisfaction quotient…
Read DefinitionMeasuring Customer Attrition
A combination of market forces converged to spark the rapid growth of the Software-as-a-Service (SaaS) and broader Cloud Computing market.…
Read DefinitionMeasuring User Adoption
Track user adoption to reduce churn and boost your Customer Success efforts In order to successfully manage your customers in…
Read DefinitionMetrics To Measure Success
Metrics to measure success can be used to assess health of customer base and product usability percentage. Gainsight offers intuitive…
Read DefinitionMobile Training
What’s Mobile Training? Mobile training is online learning that’s designed to be completed on mobile devices. Mobile training is becoming…
Read DefinitionN
Net Retention
Jump to Content What’s Net Retention? Net Revenue Retention Formula Why’s Net Retention Revenue Important? How to Improve Net Revenue…
Read DefinitionNPS Score
The result of a Net Promoter Score (NPS) survey, which measures your customers’ overall satisfaction with your company’s product or…
Read DefinitionO
Online Services Feedback
Gainsight helps you tune into your customer’s true needs and deliver on them for maximum results Feedback is a recurring-revenue…
Read DefinitionP
Personalized Customer Engagement
Being digitally connected and socially networked, customers today dictate all the terms. They do not think twice before switching loyalties…
Read DefinitionPredicting Customer Churn
For any company to succeed they need to find ways and means to keep their customers happy to reduce customer…
Read DefinitionPredictive Customer Analytics
Running predictive customer analytics algorithms on your historical data helps you find the correlating factors that predict a customer turning…
Read DefinitionPreventing Customer Churn
Reducing customer churn is a key business goal of every business today. Customers do not take snap decisions to stop…
Read DefinitionProduct Adoption
Product adoption forms the core of Customer Success. It is imperative to measure user adoption to eliminate churn and improve…
Read DefinitionProduct Adoption Curve
The product adoption curve demonstrates the timeline across which different types of users begin to use your product. It’s rare…
Read DefinitionProduct Adoption Rate
Product adoption rate measures the percentage of customers who become recurring, regular users of your product over a given period…
Read DefinitionProduct Education
Product education is the ongoing process of helping both new and existing users find value in your product and gain…
Read DefinitionProduct Engagement
Product engagement is the level to which users interact with your product or service, which can be measured in terms…
Read DefinitionProduct Engagement Score (PES)
The product engagement score measures how popular your product is with your users based on adoption, stickiness, and growth. The…
Read DefinitionProduct Experience Management
A customer-specific strategy to deliver the right features, content and functionality to a customer over time to drive loyalty, satisfaction…
Read DefinitionProduct Feedback
Product feedback is the input you receive from anyone who uses your product, including customers and prospects, but also internal…
Read DefinitionProduct Insights
Data collected from user interactions with your product or service that can be summarized to inform design, user experience and…
Read DefinitionProduct Lifecycle
The specific phases, shaped by customer or internal team input, of a product or service, broken into hypothesis, build, test,…
Read DefinitionProduct Management
The ongoing process of handling a product or service as it moves through various stages of the product lifecycle from…
Read DefinitionProduct Management KPIs
Targets, or key performance indicators (KPIs), that teams can use to guide decisions and judge performance of ongoing product or…
Read DefinitionProduct Management Software
An integrated application that brings together product lifecycle management, product management and product operations functionality into one tool. The software…
Read DefinitionProduct Operations
An organizational function that integrates design and engineering, customer service, product management and marketing with the goal of increasing product…
Read DefinitionProduct Roadmap
A detailed, visual plan for organizations that outlines future areas of focus and improvement, chronologically organized. This can be used…
Read DefinitionProduct Usage
A subcategory of behavior segmentation that includes metrics about when, for how long and how customers use a product, feature…
Read DefinitionProduct Walkthrough
Product walkthroughs are friendly interactive guides that help users learn by doing when they are onboarding with a new product…
Read DefinitionProduct-Led Growth
A business model that seeks to leverage the product or service itself as the main driver for customer retention, conversion…
Read DefinitionR
Recurring Revenue
If you are in the recurring revenue business, your board better want a Customer Success update or you should probably…
Read DefinitionRecurring Revenue Model
Most businesses today provide service offerings that generate recurring revenue. The recent economic downturn and the customer preference for ‘pay-as-you-use’…
Read DefinitionReduce Churn
Take control of customer retention and reduce churn with Gainsight Churn is a primary focus for most customer-centric businesses and…
Read DefinitionReduce Churn Rate
Customer intelligence forms the baseline information for many companies to increase customer retention and reduce churn rates. Churn rate is…
Read DefinitionRetention Analysis
Quantification of usage data that can be used to determine the potential for customer churn or retention and why.
Read DefinitionRetention Analytics
Over the past decade, companies have leveraged data, analytics and automation to accelerate customer acquisition efforts from marketing through sales.…
Read DefinitionRetention as a Service
The systems and processes through which Gainsight uses AI-driven insights and automation to proactively prevent churn, scale customer success, and…
Read DefinitionRevenue And Customer Adoption
Recurring revenue and customer product adoption are crucial for the long-term stability of any company. Gainsight’s churn analysis increases recurring…
Read DefinitionRevenue Management Analytics
Revenue management analytics is crucial to understand the past and current performances of your company. Revenue management analytics can be…
Read DefinitionRevenue Management Best Practices
Proactive revenue management enables companies in the subscription economy to enjoy long-term stability and profitability. Gainsight’s customer success platform enables…
Read DefinitionRevenue Management Strategies
The main aim of revenue management strategy is to adjust to the demand, in order to maximize revenue. For SaaS…
Read DefinitionRevenue Performance Management
Managing churn is important for long-term management of revenue performance. Revenue performance management depends on customer retention and eliminating churn.…
Read DefinitionROI Customer Management
Prove the ROI of your Customer Success Management with Gainsight It can be challenging to prove the return on investment…
Read DefinitionS
SaaS Customer Acquisition
Customer Acquisition Cost (CAC) is the key metric to focus on for any SaaS company. CAC includes everything – the…
Read DefinitionSaaS Customer Acquisition Cost
Customer acquisition costs (CAC) and analyzing them is crucial to SaaS because the model depends on the customer lifetime value…
Read DefinitionSaaS Customer Growth
Gainsight is a customer success platform that analyzes churn, improves retention and measures the value of Customer Success initiatives. SaaS…
Read DefinitionSaaS Customer Satisfaction
One of the key metrics for SaaS companies is customer satisfaction. A high customer satisfaction rating in an indication of…
Read DefinitionSaaS Customer Service
SaaS customer service mainly focuses on customer retention. Customer retention is a reality only when happy, satisfied customers provide positive…
Read DefinitionSaaS Customer Support Best Practices
In an effort to surpass their competitors, SaaS companies must implement effective strategies that expand their customer base and provide…
Read DefinitionSaaS Metrics
SaaS businesses vary from traditional businesses in concept and therefore require different metrics to accurately measure SaaS effectiveness and success.…
Read DefinitionSaaS Metrics Best Practices
Compared to traditional businesses, customer retention attains great importance in SaaS business model. So to enhance business success, the focus…
Read DefinitionSaaS Metrics For Success
In order to become a successful SaaS business, companies must adopt a metrics driven approach. SaaS metrics help evaluate business…
Read DefinitionSatisfaction Survey
A combination of market forces has converged to spark the rapid growth of the Software-as-a-Service (SaaS) and broader Cloud Computing…
Read DefinitionServices Customer Engagement
When companies provide excellent customer services, customer engagement also increases manifold. This leads to healthy customer relationship which in turn…
Read DefinitionStrategies of Customer Retention
Customer retention is the primary focus for all Customer Success groups. Some of the key strategies used for customer retention…
Read DefinitionStrategies To Reduce Churn
Enterprises that deploy strategies to reduce churn and drive up-sell attain increased customer lifetime values. They are better equipped for…
Read DefinitionSubscription Economy
In the subscription economy, the traditional business approaches do not ensure success. The essence of the subscription economy is the…
Read DefinitionSuccessful Customer
Happy and successful customers contribute towards churn reduction, business promotion, customer acquisition and business growth. Hence, ensuring customer success and…
Read DefinitionSuccessful Customer Deployment
In the ‘age of the customer’, the key to business growth is customer success and happiness. Customer success can be…
Read DefinitionSuccessful Customer Service
One of the best means to retain existing customers is successful customer service. Successful customer service is the one that…
Read DefinitionSuccessful Customer Service Companies
With the business environment becoming highly competitive, customer service matters more than ever. Hence, by providing successful customer service, companies…
Read DefinitionSuccessful Customer Service Models
Apart from poor selections and high prices, mediocre customer service can trigger customer defection. Hence, SaaS companies need to select…
Read DefinitionSurvey Software
Gainsight’s Feedback Management module is survey software that enables companies that focus on recurring revenue to measure customer health through…
Read DefinitionT
Technology Adoption Lifecycle
A description of customer behavior related to the acceptance of a new product or feature, which is often broken into…
Read DefinitionTrack Customer Retention
Customer retention plays a key role in improving long term revenue. Tracking customer retention is of prime importance because it…
Read DefinitionU
Understanding Customer Management
Today’s business success is largely dependent on how well companies understand customer behavior. Gainsight’s customer success platform empowers you to…
Read DefinitionUser Adoption Metrics
Obtaining complete and accurate user adoption metrics is essential for any Customer Success organization or program. This means, at minimum,…
Read DefinitionUser Adoption Strategy
A robust user adoption strategy manages the most valuable asset of a company – customers. User adoption strategies drive customer…
Read DefinitionUser Analytics
A methodology for evaluating data that reflects how customers adopt, engage and experience products and services. This data can also…
Read DefinitionUser Engagement
A metric that captures how a user interacts with a product, feature or service, which can be utilized as a…
Read DefinitionUser Experience
A person’s overall attitude and emotional response to using a product or service.
Read DefinitionUser Feedback
Perspectives, opinions, information and reactions to a product, service or experience that could be used to shape continuous improvement efforts.
Read DefinitionUser Retention
User retention is typically viewed as a rate, which is the percentage of active customers from one time period who…
Read DefinitionUser Segmentation
Creating different audience or user groups based on common attributes or characteristics in order to better understand and prioritize their…
Read DefinitionUser Status Segmentation
User status segmentation categorizes users based on their relationship with and commitment to the product. Typically, there are four status…
Read DefinitionUtility Renewal Rates
Customer intelligence is critical for utility businesses looking to drive renewals Customer intelligence: The collection, analysis, and application of customer…
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Ways To Improve Customer Experience
Improve customer experience with Gainsight’s Customer Success platform A positive customer experience plays an important role in Customer Success and…
Read DefinitionWays To Increase Customer Retention
Take your customer retention to new heights with Gainsight Customer retention is a necessary focus for businesses that rely on…
Read DefinitionWays To Measure Customer Success
One of the best ways to measure success of an organization is “recurring revenue”. Gainsight provides critical customer intelligence which…
Read DefinitionWeb-Based Training (WBT)
Web-based training, often abbreviated WBT, is a general term for any kind of training that is delivered through the internet.…
Read DefinitionWhy Customer Engagement is Important
According to a 2013 survey by Gartner, “Customers are transitioning to communicating and buying through digital channels.” This has increased…
Read DefinitionWhy Customer Success Is Important
Today customer success is given prominence over company profits and business success. But why customer success is important? Customer success…
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