- Annual Contract Value (ACV)
- Annual Recurring Revenue (ARR)
- Average Revenue Per User/Unit (ARPU)
- Backlog
- Billings
- Bookings
- Churn Rate (Less Simple)
- Churn Rate (Simple)
- Cohort
- Cost of Goods Sold (COGS)
- Customer Acquisition Cost (CAC)
- Recovering Customer Acquisition Cost (CAC)
- Customer Lifetime Value : Customer Acquisition Cost (CLTV : CAC Ratio)
- Customer Retention
- Deferred Revenue
- Expansion Monthly Recurring Revenue (MRR)
- Gross Margin
- Customer Health Score
- Customer Lifetime
- Lifetime Value (LTV) or Customer Lifetime Value (CLV)
- Monthly Recurring Revenue (MRR)
- Negative churn in SaaS
- Net Promoter Score®(NPS)
- Net Revenue Retention
- Recurring Revenue
- Renewal Rate
- Revenue
- Unit Economics
Customer Success Metrics & Terms | Churnopedia
A Glossary of the Customer Success Metrics & Terms CS Professionals Need to Know To Understand the Health of Their SaaS Business
You need to be well-versed in measuring customer health in order to advance as a Customer Success professional. Understanding the metrics that SaaS companies use to assess success is fundamental to your ability to make strategic choices, track performance against shared company goals, and ultimately, prove your value as a strong business leader. Use this essential resource (filled with realistic examples) to learn the Customer Success terms, metrics, and formulas that every Customer Success professional needs to know. Be sure to bookmark this page to use as an easy reference.