Glossary

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.

Information provided by customers about their experience with a product or service.

A metric used largely by customer success teams to determine whether customers are healthy or at-risk.

A measure of how many customers renew their contract at the end of their subscription term.

The state in which users are able to leverage digital tools (software products, apps, websites, etc.) to the fullest extent.

A software that is layered on top of another software product to help facilitate proficiency by guiding users through key tasks.

A measure of user activation for a web or mobile application.

A metric that provides a singular view into how users are interacting with a product.

In the software industry, the portion of the customer journey that takes place within the application.

An operational function that supports the R&D team and their go-to-market counterparts to improve alignment, communications, and processes around the product.

Reference points used for comparing how your product is performing for specific KPIs, relative to products of similar size and vertical.

A visual summary of a product’s direction to facilitate communication with customers, prospects, partners, and internal stakeholders.

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.

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.

Qualitative and quantitative data from customers on their likes, dislikes, impressions, and requests about a product.

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.

Deliniating is the difference between UI, UX, and product experience.

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.

A key metric to measure growth of SaaS and digital products (also known as “cohort retention.”)

The process of separating users into distinct groups, or segments, based on shared characteristics.

A process for collecting customer feedback and then organizing and sharing it internally across the organization.