Glossary

Learn about the concept of “voice of the customer” and why it is important to understand. See examples of successful VoC programs.

Find out how to define and measure customer success as it relates to your organization’s products and services.

A user community is a digital space for software products where users can ask questions, share feedback, and collaborate on new ways to use the software.

A customer effort score is a customer experience metric measuring the amount of effort a customer has to make to get their request resolved.

A customer stakeholder is an individual within a customer’s organization who has a stake in the relationship with the vendor.

The Kano model is a methodology typically used to conduct customer-focused research that informs how products and features are developed.

A customer pain point is a particular challenge or problem a customer faces within a brand’s industry or market.

Customer experience design, or CX design, is the discipline of designing better customer experiences at each point of the customer journey.

Downtime is a period of time that a business experiences an outage in the core services that power their product or systems.