Glossary

Understand the importance of a customer focus strategy and see how it can elevate your approach to CS.

Renewal rate in SaaS: Importance, how to calculate, and ways to improve.

Learn the basics of predictive customer analytics, including its benefits, challenges, and best practices.

Customer Lifetime Value (CLV) is a crucial metric that quantifies the total revenue a business can expect from a single customer over their entire relationship. This financial insight helps businesses optimize marketing strategies, allocate resources efficiently, and enhance customer retention.

Understand the Cost of Goods Sold (COGS) in SaaS companies, including server costs, third-party licensing fees, direct labor, software maintenance, and bandwidth costs. Learn how to calculate COGS and its impact on financial health, as well as strategies for optimising COGS to maximise gross margins and profitability.

What is scaled customer success? Components, benefits, and misconceptions.

Discover the role of Customer Success Operations Managers in optimising processes and maintaining customer retention and satisfaction.

A Chief Customer Officer (CCO) is crucial for optimizing customer experience and driving satisfaction post-sale. This executive role focuses on aligning company strategies with customer needs to enhance loyalty and long-term success.

Client offboarding refers to the formal process of transitioning a client out of your service structure, ensuring all contractual obligations are met and the separation is smooth. It's crucial in B2B environments for maintaining professional relationships and setting the stage for future interactions.

Billings, the total invoiced amount to customers, are vital for understanding a business's financial stability and cash flow. Mastering billings can ensure accurate financial forecasting and support growth initiatives.

Annual Contract Value (ACV) is a vital metric for SaaS and subscription-based businesses, representing the average annual revenue from customer contracts. By providing a clear view of predictable, recurring income, ACV is crucial for revenue forecasting, budget planning, and performance evaluation.

Expansion revenue in SaaS refers to the additional recurring revenue generated from existing customers through upsells, cross-sells, and add-ons. Adapting offerings to meet evolving needs is crucial for financial growth and deepening customer relationships. Calculating expansion revenue involves subtracting the beginning monthly recurring revenue (MRR) from the ending MRR, focusing only on existing customers.