Glossary

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.