Glossary

A measure of how many customers do not renew at the end of their subscription.

The process of guiding new or existing users to their first "aha!" moment—where they realize the value of a product or service—motivating them to engage regularly and become loyal, active users.

The structured, post-sale process of welcoming, educating, and integrating new clients into a business to ensure they achieve value from products or services.

The ongoing process by which users (employees or customers) learn to use digital tools to their fullest potential, consistently deriving maximum value from software, apps, or digital workflows.

The process where users become aware of, evaluate, and regularly use a new product or feature to achieve intended benefits, moving from initial trial to habitual, long-term use.