SaaS Customer Success
Customer success concepts — onboarding, NPS, and retention — the levers that protect and expand revenue after the sale.
Covers: customer success metrics, nps saas, churn reduction
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CSM
A CSM is a customer success manager — the post-sale owner of a book of customer accounts, responsible for onboarding, ad…
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Customer Success
Customer Success is the function responsible for onboarding, retention, expansion, and customer outcomes after the sale.
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NPS
NPS is Net Promoter Score, a customer loyalty metric based on how likely customers are to recommend the company.
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User Onboarding
User Onboarding is the process of helping new users or customers reach initial value and become successful with the prod…