Glossary

Definitions, examples, and formulas for foundational concepts in SaaS and Customer Success

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What are AARRR metrics?

Understand AARRR metrics and how Acquisition, Activation, Retention, Referral and Revenue impact customer growth and business success.

The Velaris Team

March 24, 2025

Articles

What is North Star Metric (NSM)?

Learn how to choose the right North Star Metric for Customer Success, track customer value, and drive long-term adoption and retention.

The Velaris Team

March 21, 2025

Glossary

What are Points of Parity?

Learn what Points of Parity are, why they matter in Customer Success and how they impact competitive positioning in SaaS.

The Velaris Team

March 11, 2025

Glossary

What is the Customer Satisfaction Index?

Learn what the Customer Satisfaction Index (CSI) is, how to measure it and how businesses can use it to improve customer experience.

The Velaris Team

March 5, 2025

Glossary

What is Vendor Consolidation?

Learn what vendor consolidation is, why it matters for Customer Success, and how businesses can streamline suppliers for efficiency and growth.

The Velaris Team

March 4, 2025

Glossary

What is a Loyalty Loop?

Learn how the loyalty loop influences customer decisions, fosters long-term engagement, and turns satisfied buyers into brand advocates.

The Velaris Team

February 26, 2025

Glossary

What is Time To Resolution (TTR)?

Time to Resolution (TTR) measures how quickly support teams resolve issues. Explore its importance, challenges, and actionable ways to improve it.

The Velaris Team

February 17, 2025

Glossary

What is Average Session Duration?

Learn what average session duration is, why it matters for SaaS companies, and strategies to improve user engagement and product adoption.

The Velaris Team

February 14, 2025

Glossary

What is Employee Net Promoter Score (eNPS)?

Learn what Employee Net Promoter Score (eNPS) is, how it’s calculated, and how it helps measure and improve employee satisfaction and engagement.

The Velaris Team

February 10, 2025

Glossary

What is Customer Attrition?

Learn what customer attrition is, why it happens, and how to measure and reduce it with effective strategies for long-term business success.

The Velaris Team

February 4, 2025

Glossary

What is User Analytics?

Learn the key metrics, methods, and benefits of user analytics to understand user behavior and drive customer satisfaction and retention.

The Velaris Team

January 29, 2025

Glossary

What is the Customer Loyalty Index?

Discover how the Customer Loyalty Index (CLI) helps track customer loyalty, analyze trends, and drive meaningful business improvements.

The Velaris Team

January 28, 2025

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