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Account profiles
All accounts have their own profiles that show activities, events, segments are in, as well as company-specific information stored in attributes.
Activation Score
Make sure your signups go through the entire activation process.
Adoption Score
Track the overall adoption of your product by your customers and make sure they use all your features.
Annual Contract Value
ACV is the average annualized revenue per customer contract. If you compare Annual Contract Value to Customer Acquisition Cost, you can see how long it takes to pay back the cost of acquiring a customer.
Annual Run Rate
ARR is your monthly recurring revenue (MRR) annualized. It is a prediction of how much revenue your company will generate annually based on your current MRR.
Average Contract Length
ACL is the average length of a customer contract. To surface it you need to add the total number of contracts in months, you will then divide by the entire number of contracts to get your average contract length figure.
Average Revenue Per Account
ARPU is the average amount of revenue you earn from each of your active accounts monthly. Notice that ARPU is calculated based on active accounts, not total accounts.
Average Revenue Per User
ARPU is the average amount of revenue you earn from each of your active customers monthly. Notice that ARPU is calculated based on active customers, not total users.
Average Revenue Per User
ARPU is the average amount of revenue you earn from each of your active customers monthly. Notice that ARPU is calculated based on active customers, not total users.
Behavior Emails
Drive user engagement and increase revenue with behavior-based emails. Send targeted emails when people do or don’t do something in your product.
Breadth of usage score
Understand how many people within your customer team are using your product.
CS Playbooks
Semi-automated processes to always know what to do for each and every use case. It is best deployed for high-touch onboarding and renewal processes.
Chat feed
Retrieve all account and contact chat conversations directly in your Unified Inbox.
Churn MRR
Churn MRR is the percentage of revenue lost during a given period (usually monthly). It includes revenue lost from cancelled customers, downgrades, and other lost monthly revenue.
Churn reasons
Understand the reasons of your churn to improve your offer and win them back.
Committed Monthly Recurring Revenue
CMRR is the value of the recurring portion of subscription revenue. For term-based subscription businesses, this is the portion of subscription revenue that is recognized each month.
Contact profiles
All contacts have their own profiles that show activities, events, segments are in, as well as person-specific information stored in attributes.
Conversion rate
Customer go through various milestones and stages in the funnel. The conversion rate is the percentage of users who go from one stage to the next. Divide the number of users in the current stage by the total number of users in the previous stage.
Customer Acquisition Cost
CAC is the amount of money you spend to acquire a new customer. To calculate CAC, divide all the expenses to acquire customers by the total number of customers acquired over a certain period of time.
Customer Fit Score
Make sure you work with customers match your ideal customer profile by scoring them using firmographics.
Customer Lifetime Value
CLV is an estimate of how much revenue will be generated from an average customer before churn. It is calculated by dividing the average monthly MRR per customer with User Churn Rate.
Customer Notification Campaigns
Notify your customers about matters they should be aware of. Save time on follow ups.
Daily Active Accounts
DAA are the number of users who open your product every day. Once you define what an active user is, you just need to measure how many number of them meet that threshold on a daily basis to determine your DAA.
Daily Active Users
DAU are the number of users who open your product every day. Once you define what an active user is, you just need to measure how many people meet that threshold on a daily basis to determine your DAU.
Depth of Usage
Measure how deep your customers are using your product.
Dunning Process
Get rid of expired credit card and past due invoices. Automate time consuming customer operations.
Email Personalization
Convert leads, boost product adoption, and re-engage passive customers with highly-personalized emails that resonate with your audience.
Email feed
Retrieve all account and contact email conversations directly into your Unified Inbox.
Email notifications
Get real-team updates on major user events directly in your email.
Escalation Workflow
Build automated management alerts when a contact or an account is at risk.
Expansion Playbook
Make sure to address all expansion opportunities by automating their detection. Provide usage and health context to your team to support upsells process.
Feature usage
This is the percentage of users who use a particular product features. To get feature usage over a certain period of time, divide the number of users who used a feature by the total number of users.
Frequency
Keep track of how often your customers are using your product (or features).
Health Score
Get an instantaneous view into the status and engagement of your customer with a powerful Health Score builder, real-time, custom and flexible.
Impact
Find out the impact your solution had on your customers.
License utilization
License utilization is the ratio of active-users in an account and the total number of licenses purchased. It is an important metric for solutions that offer a seat-based pricing model.
License utilization
License utilization is the ratio of active-users in an account and the total number of licenses purchased. It is an important metric for solutions that offer a seat-based pricing model.
Monthly Active Accounts
MAA are the number of accounts who open your product in a month. Once you define what an active account is, you just need to measure how many number of them meet that threshold on a monthly basis to determine your MAA.
Monthly Active Users
MAU are the number of users who open your product in a month. Once you define what an active user is, you just need to measure how many people meet that threshold on a monthly basis to determine your MAU.
Monthly Recurring Revenue
MRR is the amount of revenue you get from your customers on a monthly basis. The basic calculation for MRR is simple. You just add up all the revenue you get from your active customers.
Net promoter score
NPS shows how likely customers are to recommend your product. NPS is calculated by first surveying customers on how likely (1-10) they are to recommend the product. You then subtract the percentage of detractors from the promoters’.
New MRR
New Monthly Recurring Revenue is a metric that focuses of the revenue gained from new customers.
New customer growth rate
New customer growth is the number of new customers a company acquires. NCGR is measured by taking the difference in customers from one period to the previous one, then dividing by the number of customers in the previous period.
Notifications
Get notifications on major events via Email, Slack.
Number of sessions
This measures how often users use the product in a given period of time. It gives insights into stickiness. If the number of active users or number of sessions is low, then the product is not capturing user needs.
Onboarding Playbook
Delight your customers with a repeatable process that guarantees the shortest time-to-value.
Onboarding Score
Make sure your customers go through the entire onboarding process by scoring each steps and define milestones.
Outcome
Measure the outcome your solution provided to your customers
Portfolio Management
Automatically assign your signups and customers to your team so they can receive the right notifications, be assigned to the right tasks and actions.
Product Qualified Leads
Focus on the best opportunities based on Customer Fit and Product Adoption to convert more trials with less effort.
Pulse feed
Follow your team’s sentiment regarding the risk or satisfaction of their portfolio directly into your Unified Inbox.
Renewal Playbook
Walk your customers through the renewal of their subscription. Split your engagement based on their success and satisfaction to maximize your chances.
Renewal Score
Determine the willingness of your customers to renew.
Renewal pipeline
A pipeline specifically designed for Customer Renewals with drag & drops, powerful forecasting health conditions, and notifications.
Retention Playbook
Prevent customer churn with automated alerts, notifications and insights. Set-up step by step actions to walk at-risk customers right back to success.
Retention Rate
Retention rate is the percentage of customers active in a given period who are still customers in the next. To get it, divide your number of active users across a period by the number of users in the previous period.
Satisfaction Score
Combine NPS, CSAT and other indicators into an overall satisfaction score.
Satisfaction feed
Retrieve all account and contact NPS scores directly into your Unified Inbox.
Session length
It measures how long a user typically uses a product at a time. To get it, calculate the session length for all sessions by subtracting the start time from the end time. Then take the average within each period.
Slack bot
Surface all key data about your customers directly in Slack. Ease communication with your team.
Slack notifications
Get real-team updates on major user events directly in Slack
Success Playbook
Provide automated context and insights to you team, in order to walk you customers to success in a truly bespoke way.
Tasks
Create tasks reminders and alerts about your portfolio directly in your Unified Inbox.
Tickets feed
Surface all contact and account support tickets directly in your Unified Inbox
Time to Value
Time to Value (TTV) is the amount of time it takes a new customer to experience value from your product.
Total Contract Value
TCV is the lifetime value of a contract. It shows how much your business can expect to earn from a customer once contract is signed. You need to multiply the MRR with the contract term length.
Trial Conversion Playbook
Drive your signups through steps by steps activation and educational campaigns. Identify those that are ready to convert.
Trial Success Score
Identify the trial users that experienced value with your product.
Unified Inbox
Centralize all customers activities and exchanges in one place, with emails, chats, tickets etc.
User Activation Campaigns
Activate new contacts in your customer’s team by sending them relevant email campaigns.
User Gate
Share your actions and outcome with your customers to improve your collaboration.
User Segments
Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success.
Variation
Detect if your customers are increasing their usage of your product or not.
Weekly Active Accounts
WAA are the number of users who connect to your product in a week. Once you define what an active user is, you just need to measure how many number of them meet that threshold on a weekly basis to determine your WAA.
Weekly Active Users
WAU are the number of users who connect to your product in a week. Once you define what an active user is, you just need to measure how many people meet that threshold on a weekly basis to determine your WAU.

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