Glossary
A repository of acronyms, jargon, and useful words for product and customer teams
C
Customer churn
A measure of how many customers do not renew at the end of their subscription.
Read full descriptionCustomer experience (CX)
How customers experience a product, what kind of impression it leaves on them, and as a result, the lasting feeling they have about the brand.
Read full descriptionCustomer feedback
Information provided by customers about their experience with a product or service.
Read full descriptionCustomer health score
A metric used largely by customer success teams to determine whether customers are healthy or at-risk.
Read full descriptionCustomer retention
A measure of how many customers renew their contract at the end of their subscription term.
Read full descriptionD
Daily active users (DAU)
The measure of active usage inside the product.
Read full descriptionDigital Adoption
The state in which users are able to leverage digital tools (software products, apps, websites, etc.) to the fullest extent.
Read full descriptionI
In-app messaging
A technical capability that allows a company to communicate with users directly through their product.
Read full descriptionN
Net Promoter Score (NPS)
A metric measuring customers’ propensity to advocate for a brand, which, in turn, serves as a proxy for customer happiness and, eventually, business growth.
Read full descriptionP
Product analytics
A category of business intelligence software that captures and exposes usage patterns from digital products via event tracking, event properties, and event and property grouping.
Read full descriptionProduct and Feature Adoption
A measure of user activation for a web or mobile application.
Read full descriptionProduct Engagement Score (PES)
A metric that provides a singular view into how users are interacting with a product.
Read full descriptionProduct experience (PX)
In the software industry, the portion of the customer journey that takes place within the application.
Read full descriptionProduct Operations
An operational function that supports the R&D team and their go-to-market counterparts to improve alignment, communications, and processes around the product.
Read full descriptionProduct performance benchmarks
Reference points used for comparing how your product is performing for specific KPIs, relative to products of similar size and vertical.
Read full descriptionProduct roadmap
A visual summary of a product’s direction to facilitate communication with customers, prospects, partners, and internal stakeholders.
Read full descriptionProduct-led growth
A business strategy that places a company’s software at the center of the buying journey, and often at the center of the broader customer experience.
Read full descriptionR
Revenue churn
The percentage of subscription dollars up for renewal that a company loses over a given period, or the ability to keep the contract value of existing customers.
Read full descriptionT
Tooltips
A form of in-app messaging that typically appear when users navigate to a specific area or perform a certain action in the product.
Read full descriptionU
User analytics
A category of business intelligence software that combines customer behavior data with profile and persona attributes to create a holistic view of the user and the user experience.
Read full descriptionUser experience (UX)
The practice of creating products that address the needs of users, and which users can navigate easily and intuitively so that they can get value quickly.
Read full descriptionUser feedback
Qualitative and quantitative data from customers on their likes, dislikes, impressions, and requests about a product.
Read full descriptionUser interface (UI)
The “surface” of any application or website; the entire visual makeup of the software and how all the assorted and collective parts of the software are conveyed to a user.
Read full descriptionUser Interface, User Experience, Product Experience
Deliniating is the difference between UI, UX, and product experience.
Read full descriptionUser onboarding
How new users become proficient in an application, encompassing the initial experience in the application, online or offline training, goal-setting, and the organization’s customer success process.
Read full descriptionUser retention
A key metric to measure growth of SaaS and digital products (also known as “cohort retention.”)
Read full descriptionUser segmentation
The process of separating users into distinct groups, or segments, based on shared characteristics.
Read full descriptionV
The Value Gap
When the perceived value and experienced value for a software product don’t overlap, creating a “gap” between the user’s expectations and reality.
Read full descriptionVoice of the customer
A process for collecting customer feedback and then organizing and sharing it internally across the organization.
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