Glossary

Learn how using Objectives and Key Results can improve accountability, enhance customer relationships, and prioritize what matters most in CS.

Learn what revenue run rate (RRR) is, how to calculate it, its limitations and how it compares to ARR and NRR for accurate financial forecasting.

Understand the Rule of 40 and how SaaS companies use it to balance growth and profitability, with Customer Success playing a key role.

Learn what prototype testing is, why it matters and how to test your designs effectively using the right tools, methods and best practices.

Understand AARRR metrics and how Acquisition, Activation, Retention, Referral and Revenue impact customer growth and business success.

Learn how to choose the right North Star Metric for Customer Success, track customer value, and drive long-term adoption and retention.

Learn what Points of Parity are, why they matter in Customer Success and how they impact competitive positioning in SaaS.

Learn what the Customer Satisfaction Index (CSI) is, how to measure it and how businesses can use it to improve customer experience.

Learn what vendor consolidation is, why it matters for Customer Success, and how businesses can streamline suppliers for efficiency and growth.

Learn how the loyalty loop influences customer decisions, fosters long-term engagement, and turns satisfied buyers into brand advocates.

Time to Resolution (TTR) measures how quickly support teams resolve issues. Explore its importance, challenges, and actionable ways to improve it.

Learn what average session duration is, why it matters for SaaS companies, and strategies to improve user engagement and product adoption.