Sales & Customer Success

Annual Contract Value: yearly value of a customer contract.

Annual Recurring Revenue.

Final steps to sign and start the customer contract.

Customer Success Manager.

A metric estimating risk and adoption based on usage and signals.

Function focused on helping customers achieve outcomes and renew.

Product walkthrough tailored to a prospect.

Initial sales call to understand needs and fit.

Revenue growth from existing customers via upgrades or add-ons.

Gross Revenue Retention: revenue retained excluding expansions.

Assessing whether a prospect is a good fit and ready.

Monthly Recurring Revenue.

Process of agreeing on price and terms.

Net Revenue Retention: revenue retained including expansions minus churn.

Responding to concerns that block a deal.

Customer-focused setup and adoption process after purchase.

Customer’s internal process for buying software.

Formal offer outlining pricing, terms, and scope.

Quarterly Business Review with customer to review outcomes and plans.

Customer decision to continue a subscription at term end.

Time from first contact to close.

Materials and training that help sales sell effectively.

Service Level Agreement defining uptime and response commitments.

A logged request for help or bug fix.

How quickly a customer gets meaningful benefit after purchase.