Customer success metrics & terms

A reference guide containing essential metrics and terms for CS professionals to comprehend the performance of their SaaS company

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Activation rate
Annual recurring revenue (ARR)
Annual contract value (ACV)
ARR multiple
Average time to resolution (ATR)
Average revenue per user/unit (ARPU)
Average revenue per account (ARPA)
Churn rate
Customer lifetime value (CLV)
Customer engagement rate
Customer satisfaction score (CSAT)
Customer retention rate
Customer acquisition cost (CAC)
DAU/MAU ratio
DAU growth rate
Expansion MRR rate
First contact resolution rate (FCR)
Free trial conversion rate
Gross churn rate
Gross MRR churn rate
Gross margin
Gross revenue retention (GRR)
Logo churn
Monthly recurring revenue (MRR)
Negative churn
Net dollar retention (NDR)
Net MRR churn rate
Net revenue retention (NRR)
Product usage rate
Propensity to renew
Rate of adoption
Renewal rate
Repeat purchase ratio
Reactivation MRR
Recovering customer acquisition cost
Subscriber growth rate
Time to first value (TTV)
Weekly active accounts
Weighted ACV (WACV)
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