Customer Success
Reference Rate ~ (aka "advocacy rate", "referenceable-customer rate", "referral rate")
The share of customers willing to vouch publicly, as sales references, case studies, reviews, or referrals.
The fork, why two teams get different numbers
Pool vs activity is the core fork: referenceable (identified and willing) vs active references (customers who actually did a reference call, case study, or review in the period).
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: CS / customer-marketing convention - no standards body