Customer Success

Below is a list of all pages that have been tagged with Customer Success. Click the page name to open its page:

Page	Description
Activated-to-Follow-Up Engagement Rate	Activated-to-Follow-Up Engagement Rate measures the percentage of activated users who engage with the product again within a specific time window.
Activation Rate	Activation Rate measures the percentage of users who reach a predefined milestone that signifies meaningful initial engagement or product adoption.
Activation-to-Expansion Rate	Activation-to-Expansion Rate measures the percentage of activated accounts that go on to expand—typically by adding users, upgrading plans, or increasing usage.
Active Feature Usage Rate	Active Feature Usage Rate measures the percentage of active users who engage with a specific feature within a given time period.
Advocate Re-Engagement Rate	Advocate Re-Engagement Rate measures the percentage of previously engaged brand advocates who return and participate in a new activity (e.
Average Customer Lifespan	Average Customer Lifespan (ACL) refers to the total duration a customer remains actively engaged with a company’s product or service.
Average Purchase Frequency	Average Purchase Frequency (APF) is a metric that measures how often customers make a purchase within a specified time period.
Average Resolution Time	Average Resolution Time (ART) measures the average amount of time it takes to fully resolve a customer issue or support ticket from the moment it is raised to when it is marked as resolved.
Average Returning Revenue	Average Returning Revenue (ARR) represents the total predictable and recurring revenue a company expects to generate annually from its subscription-based products or services.
Average Revenue Per Expansion Account	Average Revenue Per Expansion Account measures the average revenue generated from accounts that have expanded—via upgrades, add-ons, or usage increases—over a defined period.
Breadth of Use	Breadth of Use measures the number of distinct features, modules, or product areas used by a single customer or account.
Check-In Impact Score	Check-In Impact Score measures the correlation between customer success check-ins and positive business outcomes (e.
Churn Risk Score	Churn Risk Score is a predictive metric that estimates the likelihood of a customer canceling or downgrading within a given period.
CLTV for Referred Users	CLTV for Referred Users measures the average customer lifetime value (CLTV) of users who were acquired through a referral.
Cohort Retention Analysis	Cohort retention analysis involves tracking a group of users (a cohort) over time to measure how many of them continue using a product or service, providing insights into retention and churn patterns.
Community Growth Rate	Community Growth Rate measures the percentage increase in members of your brand’s community over time.
Contract Renewal Rate	Contract Renewal Rate measures the percentage of expiring customer contracts that are renewed within a given period.
Converted PQL Lifetime Value	Converted PQL Lifetime Value measures the average lifetime revenue from product-qualified leads (PQLs) who convert to paying customers.
Cross-Sell Conversion Rate	Cross-Sell Conversion Rate measures the percentage of existing customers who purchase additional, complementary products or services, typically during or after the initial sale.
Customer Churn Rate	Churn Rate is the percentage of customers who stop using a company’s product or service during a specific period of time.
Customer Downgrade Rate	Customer Downgrade Rate measures the percentage of existing customers who reduce their subscription value (e.
Customer Engagement Score	Customer Engagement Score measures how actively and consistently a customer is interacting with your product, content, or brand.
Customer Feedback Retention Score	Customer Feedback Retention Score measures the retention rate of customers who have provided feedback (positive, negative, or neutral).
Customer Feedback Score (Post-activation)	Customer Feedback Score (Post-activation) measures the average rating or sentiment provided by customers after reaching a defined product activation milestone.
Customer Health Score	Customer Health Score (CHS) is a composite metric used to evaluate the likelihood of a customer renewing, upselling, or churning.
Customer Renewal Rate	Customer Renewal Rate measures the percentage of existing customers who renew their subscription, contract, or membership during a specific time period.
Customer Retention Rate	Customer Retention Rate (CRR) measures the percentage of customers a company retains over a given period.
Downgrade to Churn Conversion Rate	Downgrade to Churn Conversion Rate measures the percentage of customers who downgrade their plan or usage and later churn.
Drop-Off Rate	Drop-Off Rate measures the percentage of users who leave a process, page, or journey before completing a desired action.
Exit Reason Frequency (Segmented)	Exit Reason Frequency (Segmented) measures how often specific reasons for churn or cancellation occur across different customer segments.
Expansion Activation Rate	Expansion Activation Rate measures the percentage of existing accounts that adopt a new product, feature, or service that can lead to upsell or cross-sell.
Expansion Feature Usage Frequency	Expansion Feature Usage Frequency measures how often a specific upsell-eligible feature is used by existing accounts.
Expansion Intent Signal Rate	Expansion Intent Signal Rate measures the percentage of accounts showing behavioral or engagement signals that indicate interest in upgrading, expanding, or purchasing add-ons.
Expansion Opportunity Score	Expansion Opportunity Score is a weighted score that indicates how likely an existing customer is to expand based on usage, engagement, intent, and fit.
Expansion Readiness Index	Expansion Readiness Index is a composite score that measures how ready an account is for an upsell or cross-sell based on behavioral, product usage, and customer fit data.
Expansion Revenue Rate	Expansion Revenue Rate measures the percentage of total revenue that comes from upsells, cross-sells, and account expansions within a given time period.
Feature Adoption Rate (Early)	Feature Adoption Rate (Early) measures the percentage of new users who use a key feature within their first few sessions or days.
Feature Adoption Rate (Ongoing)	Feature Adoption Rate (Ongoing) measures the percentage of active users who regularly use a key product feature over a longer period.
Gross Revenue Churn Rate	Gross Revenue Churn Rate measures the percentage of total recurring revenue lost due to cancellations or downgrades over a given period.
Lead Response Time	Lead Response Time measures the average time it takes for a sales or marketing team to follow up with a lead after their initial inquiry or interaction.
Lead Response Time (Post-Onboarding)	Lead Response Time (Post-Onboarding) measures the average time it takes for a sales or success team to follow up with a newly onboarded user or lead.
Onboarding Satisfaction Score (OSS)	Onboarding Satisfaction Score (OSS) measures the average satisfaction rating given by users after completing their initial onboarding experience.
Percent of Accounts Completing Key Activation Milestones	Percent of Accounts Completing Key Activation Milestones measures the proportion of accounts that reach predefined, high-value activation checkpoints.
Percent of Accounts with 3+ Activated Users	Percent of Accounts with 3+ Activated Users measures the share of accounts where at least three individual users have completed activation steps.
Percent of Accounts with Multi-Role Engagement	Percent of Accounts with Multi-Role Engagement measures the share of accounts where users from two or more distinct roles are actively using the product.
Percent of Retained Feature Users	Percent of Retained Feature Users measures the proportion of users who continue to use a specific feature over a defined retention window.
Post-Renewal Engagement Rate	Post-Renewal Engagement Rate measures the percentage of renewed customers who actively engage with your product or service within a defined period after renewal.
QBR Engagement Rate	QBR Engagement Rate measures the percentage of eligible accounts that attend, complete, or meaningfully participate in Quarterly Business Reviews (QBRs).
Referral Churn Rate	Referral Churn Rate measures the percentage of referred customers who cancel or stop using your product within a defined period.
Referral Incentive Conversion Rate	Referral Incentive Conversion Rate measures the percentage of referred users who convert (e.
Referral Intent Identified in QBRs	Referral Intent Identified in QBRs measures the percentage of Quarterly Business Reviews (QBRs) in which customers express interest or willingness to refer your product.
Referral Opportunity Pipeline Contribution Rate	Referral Opportunity Pipeline Contribution Rate measures the percentage of total sales pipeline value that originates from referred accounts.
Referral Program Participation Rate	Referral Program Participation Rate measures the percentage of eligible users or customers who actively join or engage with your referral program.
Referral Prompt Acceptance Rate	Referral Prompt Acceptance Rate measures the percentage of users who respond positively when presented with a referral prompt—e.
Referral Prompt Interaction Rate	Referral Prompt Interaction Rate measures the percentage of users who engage with a referral prompt (e.
Referral Readiness Score	Referral Readiness Score is a predictive metric that assesses how likely a user or account is to make a referral based on behavioral, usage, and sentiment signals.
Referral Retention Rate	Referral Retention Rate measures the percentage of referred customers who remain active or subscribed over a specific time period.
Referral-Driven Expansion Revenue	Referral-Driven Expansion Revenue measures the amount of expansion revenue (upsells, cross-sells, or seat growth) that originates from referred customers or accounts.
Referral-Ready Account Rate	Referral-Ready Account Rate measures the percentage of accounts that meet internal criteria indicating they are ready to be prompted for a referral.
Referred Account Net Revenue Retention (NRR)	Referred Account Net Revenue Retention (NRR) measures the revenue retained and expanded from referred customer accounts over time, factoring in upsell, cross-sell, contraction, and churn.
Relationship Depth Score	Relationship Depth Score measures the strength and breadth of engagement between your team and customer stakeholders across roles, levels, and functions.
Repeat Purchase Rate	Repeat Purchase Rate (RPR) measures the percentage of customers who make more than one purchase within a specified period.
Revenue Churn Rate	Revenue Churn Rate measures the percentage of recurring revenue lost during a specific period due to customer cancellations, downgrades, or non-renewals.
Sentiment Analysis (Sales + Social)	Sentiment Analysis (Sales + Social) measures the tone (positive, neutral, negative) of feedback and conversations related to your brand across sales call transcripts and social media platforms.
Strategic Referral Win Rate	Strategic Referral Win Rate measures the percentage of referred opportunities from high-value sources (e.
Time Between Logins (Post-Activation)	Time Between Logins (Post-Activation) measures the average time elapsed between logins for users who have already completed activation.
Time to Exceed Value	Time to Exceed Value (TTEV) measures the time it takes for users to perceive that a product or service has exceeded their expectations or delivered greater-than-expected benefits.
Time to Expansion Signal	Time to Expansion Signal measures the average time it takes for an account or user to exhibit clear behavior that indicates readiness or potential for upsell, cross-sell, or plan expansion.
Time to First Contact	Time to First Contact measures the time elapsed between a user or lead’s initial conversion event (e.
Time to First Habitual Action	Time to First Habitual Action measures the average time it takes a user to perform a recurring, value-driving action for the second or third time — indicating the start of habit formation.
Time to First Key Action	Time to First Key Action measures the average time it takes for a new user to complete a product’s primary activation event — often referred to as the “aha moment.
Time to Value (Expansion Features)	Time to Value (Expansion Features) measures the average time it takes for users or accounts to adopt and gain value from premium or advanced features after their initial onboarding or activation.
Warm Introduction Offer Rate	Warm Introduction Offer Rate measures the percentage of customers, partners, or users who are asked or prompted to provide a warm introduction to a relevant contact.