Glossary

A repository of acronyms, jargon, and useful words for product and customer teams

C

Customer churn
Customer Success

A measure of how many customers do not renew at the end of their subscription.

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Customer experience (CX)
Customer Success

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.

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Customer feedback
Customer Success

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

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Customer health score
Customer Success

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

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Customer retention
Customer Success

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

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D

Daily Active Users (DAU)
Product Management

The measure of active usage inside the product.

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I

In-app Messaging
Product Management

A technical capability that allows a company to communicate with users directly through their product.

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N

Net Promoter Score (NPS)
Customer Success

A metric measuring customers’ propensity to advocate for a brand, which, in turn, serves as a proxy for customer happiness and, eventually, business growth.

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P

Product analytics
Product Management

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.

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Product and Feature Adoption
Product Management

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

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Product experience (PX)
Product Management

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

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Product roadmap
Product Management

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

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Product-led growth
Product Management

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.

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R

Revenue churn
Customer Success

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.

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U

User analytics
Product Management

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.

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User experience (UX)
Customer Success

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.

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User feedback
Customer Success

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

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User interface (UI)
Product Management

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.

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

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User onboarding
Customer Success

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.

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User retention
Customer Success

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

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User segmentation
Product Management

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

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V

Voice of the customer
Customer Success

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

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