What are Passives?

 
In Net Promoter Score (NPS), passives are customers scoring 7–8 on the recommend question. They are moderately satisfied but lack loyalty, making them vulnerable to churn. 

In ...

 What are Customer Journeys?

 
Customer journeys are structured maps of how customers engage with a business across stages such as consideration, purchase, onboarding, usage, and renewal. While wi...

 What is Customer AI? 

Customer AI is the application of AI to predict customer attitudes and future economic behaviors, with the goal of improving customer lifetime value. It integrates three disci...

Automation has its place, but not every customer relationship can be delegated to algorithms. For high-value accounts—the ones representing millions in revenue or carrying strategic influence—nuanc...

 What is Customer Effort Score? 

Customer Effort Score (CES) measures how easy it is for customers to complete a task (e.g., resolving an issue, completing a purchase). Rated on a 7-point scale, CES...

What is Earned Growth? 

Earned Growth is a financial metric that captures the revenue growth a company achieves from returning customers and referrals, rather than paid acquisition. It is seen as ...

 What is Early Life Experience? 

Early Life Experience refers to the period immediately after a customer purchases or begins using a product/service. It is the critical moment when expectations set ...

Revenue Operations (RevOps) has become the connective tissue of growth—aligning sales, marketing, and CS around unified data and accountability. But AI is reshaping the role faster than most teams ...

 What is Firmographic Data? 

Firmographic data includes organizational attributes such as company size, industry, revenue, and location. It is used for segmentation and targeting in B2B contexts. 

In...

 What are Key Performance Indicators? 

Key Performance Indicators (KPIs) are selected business metrics that act as control levers to manage operations. In Customer AI, KPIs are designed to align wit...