Protect and grow valuable relationships.

Customer Success & Expansion

Account expansion: Definition and Commercial Context

Growth in the commercial relationship with an existing customer account.

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Customer Success & Expansion

Cohort analysis: Definition and Commercial Context

The comparison of customer groups defined by a shared starting event or characteristic.

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Customer Success & Expansion

Cross-selling: Definition and Commercial Context

Offering complementary products or services to an existing customer.

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Customer Success & Expansion

Customer acquisition cost: Definition and Commercial Context

The cost of acquiring a customer under a defined expense and cohort methodology.

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Customer Success & Expansion

Customer activation: Definition and Commercial Context

The point at which a customer completes an action associated with initial realised value.

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Customer Success & Expansion

Customer adoption: Definition and Commercial Context

The extent to which customers use an offering's relevant capabilities.

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Customer Success & Expansion

Customer advocacy: Definition and Commercial Context

Customer willingness to recommend, reference or publicly support an organisation.

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Customer Success & Expansion

Customer churn: Definition and Commercial Context

The loss of customers during a defined period.

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Customer Success & Expansion

Customer effort score: Definition and Commercial Context

A measure of perceived effort required to complete a customer interaction.

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Customer Success & Expansion

Customer engagement: Definition and Commercial Context

The frequency and quality of interactions between customers and an organisation.

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