CustomerSuccess
Glossary
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How we work

Editorial principles.

Credibility is the most important thing we have. These are the rules we follow to earn it.

Independence

CustomerSuccess.no is independent. We have no advertisers, sponsors or commercial partners, and we do not write on commission. The founder works for a company in the payments industry. The employer is disclosed openly on the author page, and we do not discuss the employer's products or competitors in a way that could give them an advantage.

We do not use confidential information, internal figures or customer data from any employer. Examples from practice are generalised, anonymised or clearly labelled as hypothetical.

Sources

Factual claims must be verifiable. We prefer primary sources, and list the sources in each article. We link where it helps the reader, not to look thorough. When we do not have a good source, we say so – or refrain from making the claim.

Facts, practice and judgement

We distinguish between different types of claims, and try to make it clear in the text which is which:

01Established definitions
Terms with broad professional agreement, such as NRR or churn. Explained, and sourced where the definition can vary.
02Research findings
Results from surveys or studies. Always given with a source, and with caveats about sample and context.
03Industry practice
What is common in companies. Described as practice, not as a documented best solution.
04Professional judgement
The editor's interpretation and recommendation. Worded so that it is clear it is a judgement.
05Own frameworks
Models developed by CustomerSuccess.no. Labelled as such, and not presented as an established standard.

Numbers and examples

We do not invent statistics, survey results, quotes, salary figures or industry figures. Worked examples are labelled Hypothetical example and show how the numbers are calculated. When we publish our own surveys, we state the method, sample, collection period and limitations.

Corrections

We correct errors as quickly as we can. Significant corrections and changes are documented at the bottom of the article with a date and a short description of what has changed. Articles that are updated professionally get a new update date. Minor language adjustments are not documented.

Found an error? Contact the editor-in-chief.

Oversettelse

Artiklene skrives på norsk og oversettes til engelsk. Oversettelsen følger originalen tett; eksempler, tall og kilder er de samme. Hvis de to versjonene avviker, gjelder den norske originalen, og avviket rettes.

Translation

The articles are written in Norwegian and translated into English. The translation follows the original closely; examples, figures and sources are the same. Norwegian concepts and sources are explained where an English-speaking reader needs it. If the two versions differ, the Norwegian original applies, and the difference is corrected.

Transparency about who we are

CustomerSuccess.no is currently run by one person. We do not give the impression of having an editorial team, an advisory board or a research institution behind us. All articles have a named author.

Editorial responsibility

The editor-in-chief is Jakob Jølstad.

See the principles in use.

Articles

Every article states the author, date and sources, and marks what is judgement.

See all articles