The Customer Success Glossary

A customer touchpoint is any intentional interaction between a CS team and a customer that delivers value, advances the relationship, or surfaces intelligence about the account's health. In post-sale customer success, touchpoints are the building blocks of the engagement model, spanning onboarding milestones, QBRs, training sessions, support interactions, and the digital communications that scale between them.

Tech touch is a customer success engagement model that uses automation, in-app messaging, and data-driven workflows to manage customer relationships at scale. Unlike high-touch models that rely on dedicated CSMs, tech touch delivers consistent, personalized experiences without direct human interaction at every step.

Time-to-value (TTV) is a customer success metric that measures the elapsed time between a customer's initial purchase or onboarding start and the moment they experience a meaningful business outcome from the product. A shorter TTV correlates with higher retention, faster expansion opportunities, and stronger customer satisfaction, making it one of the most important leading indicators of long-term account health.