Glossary

Freemium is a business model and pricing strategy based on giving the target audience the basic features of your product for free while providing premium features for a fee.

Frequently asked questions (FAQ) are collections of the most common questions and brief, easy-to-understand answers about a particular product, service, or topic.

A frontend developer is a software developer who creates the user interface of a website/application and makes everything visible to the user.

Gamification is the addition of game elements and mechanics into a non-game environment to enhance user experience and drive more engagement.

Go-to-market strategy is a structured plan used for launching new products, entering new markets, and doing massive rebranding campaigns.

Goal setting is the process of defining specific, measurable, achievable, relevant, and time-bound objectives that an individual or organization aims to achieve.

Growth hacking is achieving rapid and scalable growth with innovative marketing strategies based on data, ideation, experimentation, scaling, and automation.

A help desk is software that centralizes a company's ability to support customers and employees while they use their products or services.

Ideation is a part of the design thinking process, an approach focused on solving customer problems by understanding and empathizing with them.

In-app support is a customer support service that is provided within a software, application, or website, allowing users to get help without leaving the app or website. 

Inbox Zero is a productivity method that involves keeping the email inbox empty. The strategy aims to reduce the amount of email that takes up an employee's mental space.

Interactive voice response (IVR) is an automated phone system technology that allows callers to navigate a menu and access information using voice commands or keypad inputs. 

Internal communication is an exchange of information within a company in terms of company updates, ideas, policies, crises, rewards, or peer recognition. 

An issue tracker is a tool used by customer support and software development teams to track, prioritize, and resolve bugs, issues, and problems reported by users.

An iteration is a time slot when team members with different expertise work simultaneously on a section of a bigger project.

Jobs-to-be-Done is a framework or a way of thinking about product development and innovation from the customer's perspective and underlying needs.

Kanban board is an agile project management tool that enables organizations to visualize workflow, assign tasks, and limit work in progress.

The Kano model is a customer satisfaction measurement tool that prioritizes features based on customer reaction to their presence or absence, effectively determining their impact on customer satisfaction.

A knowledge base (KB) is a centralized collection of information about a product, service, topic, or entity created by the company. 

Knowledge management strategy (KMS) is an organization's approach to capturing, managing, and using collective knowledge.

Knowledge-centered service (KCS) is a method of generating and improving customer service knowledge through solving customer issues.

L1 support is the first level of customer support in a multi-tiered support model. They focus on resolving basic customer inquiries, issues, or problems.

Laggards are the last persons or organizations to adopt new ideas, technologies, products, or specific innovations. They are hesitant to embrace new changes even when more efficient options are available.

A lead investor is a person or organization that plays a central role in a funding round for a startup or other business.

Lean product development is a process for developing new products and services that focuses on maximizing value and minimizing waste. It is based on the principles of lean manufacturing

Live chat is a real-time communication method used to interact with customers or website visitors through instant messaging. 

Low-hanging fruit is a metaphor for tasks and goals that are well within reach and demand little time, effort, and resources for completion.

A market bubble is a term for a rapid, unjustified increase of the price of assets (mostly commodities, stocks, and estate), followed by a rapid price decline.

A meeting agenda is a document that outlines topics to be discussed during a meeting.

Meeting minutes are notes taken to record meaningful discussions, decisions, and key takeaways from a meeting.

Meeting preparation is the process of organizing the necessary information and logistics for a meeting to ensure it runs smoothly and achieves its desired goals.

Meeting notes are an informal report of key takeaways from the team meeting. The aim of taking meeting notes is to have a summarized, easy-to-go-through record of important ideas and facts mentioned during the meeting.

Minimum viable product (MVP) is a product launched to the public with enough features to attract early users and validate its idea.

Multichannel support is a customer service approach that offers customers multiple communication channels to interact with a company.

Needfinding is the process of identifying and understanding the needs, pain points, and desires of a specific group of people or customers.

Net promoter score is a market research metric companies use to measure the percentage of customers who would recommend their product or brand to others.

New tickets are incoming inquiries from customers that have not yet been assigned, opened, or responded to by a customer service representative. 

Note-taking is a method of recording temporary but essential information for greater performance.

Opportunity score measures the potential value or likelihood of success of a new product or product feature. It prioritizes product development efforts and allocates resources to the most promising opportunities.

Persona is a detailed representation of a company’s ideal customer based on behavioral, psychographic, and demographic characteristics.

Personalized customer service is tailoring customer interactions and support experiences to each customer's individual needs, preferences, and history. 

A planner is a tool that helps people organize and manage projects. This can include setting goals and objectives, creating schedules and budgets, assigning tasks and resources, and tracking progress.

Planning is the process of establishing the goals and objectives of a project and determining the resources and actions needed to achieve those goals.

Positive cash flow refers to a situation in which a business or other organization generates more cash than it spends over a given period of time. In other words, positive cash flow occurs when the cash inflows (such as revenue from sales or investment income) exceed the cash outflows (such as expenses and debt payments).

Proactive support is a customer service strategy that identifies and addresses potential issues before they arise or become serious enough to impact customers negatively.

Product discovery is the process of identifying and evaluating potential new product ideas, and determining which ideas have the greatest potential to meet the needs and wants of the target market.

Product knowledge is a deep understanding of products or services offered by a company, including features, functionality, benefits, pricing, target customers, industry policies, and special offers. 

A product lead is a person responsible for the strategy, direction, and success of a product within a company.

A product manager is responsible for defining product features and creating strategies to fulfill customer needs.

A product owner is a role in Agile software development responsible for aligning the team backlog with customer and stakeholder needs.

Product-led growth is a business strategy focusing on driving growth through the product itself.

Productivity loss is a measure of the resources lost when employees work at suboptimal levels or are absent from work.

A project brief is a document that outlines the scope, objectives, timeline, and deliverables for a given project.

A project discovery is an initial phase in the project development process that involves researching and gathering information about a project to better understand its scope, goals, vision, and requirements.

A project leader is a person in charge of leading, overseeing, and coordinating a team of individuals working on a project.

Project management is the process of strategic planning, organizing, and managing resources to achieve specific goals or objectives. 

A project management tool is software that helps project managers and teams plan, organize, and manage their projects.

A project manager is responsible for planning, organizing, and overseeing the execution of a project within its defined scope.

A project owner is a person or group responsible for initiating, funding, and overseeing a project.

Project planning is a crucial part of project management focused on creating a detailed plan that outlines the steps and resources necessary to achieve the project's objectives, including identifying the project's scope, establishing a timeline, assigning tasks and resources, and budgeting for the project.

Quality assurance (QA) is a process used to ensure that products, services, or processes meet predefined standards and requirements. 

Resolution rate is a key performance indicator that measures the number of customer requests that customer support resolves in a certain period.

A resource manager is a person responsible for managing the allocation and utilization of resources within an organization. Resources can include various things, such as personnel, materials, equipment, and budget.

A retrospective is a structured agile team meeting held after a completed project to highlight successes and reflect on areas to improve. The goal is to improve the planning and structure of future projects.

Revenue churn rate is a metric that measures the percentage of lost recurring revenue over a period.

Rice scoring is a method for prioritizing and ranking project ideas or features based on their potential value to the business.

The Scrum master is the facilitator of the Scrum process. They are responsible for ensuring that the Scrum process is followed and that the team works together effectively.

A seed round is a company's first capital-raising stage. It helps companies with their initial product development, market research, and product launch.

Self-service support is a type of customer support that enables customers to find solutions to their problems on their own, without the need for direct interaction with a support representative. 

A self-service ratio is a metric that measures the effectiveness of self-service support channels, such as help centers, knowledge bases, chatbots, or automated systems. 

A series A round is the first stage of venture capital financing for a startup company. It is used to raise capital for companies that have demonstrated a working product and a good business model, and are ready to scale their business.

Series B is the third stage of raising capital for a business/startup.

Service level is a performance metric used to evaluate the quality and efficiency of a customer support team or organization. 

Service Level Agreements (SLA) are contracts between a service provider and customers that outline the performance expectations and service levels the provider commits to deliver. 

Standard operation procedure (SOP) is a set of written guidelines or instructions necessary for an employee to perform a specific task or process sucessfully

A status update is a management document outlining a project's progress.

Subject-matter experts (SMEs) are people with extensive knowledge, experience, and expertise in a specific domain. 

Support costs are all the expenses related to providing customer support, while support revenue refers to the revenue a business generates from providing support services.

Support operations are processes, activities, and resources required to successfully provide customer support services while reducing stress and workload for the customer support team. 

A support ticket is a formal record of a customer's inquiry, issue, or complaint that requires assistance or resolution from a customer support team. 

Sweat equity is a business concept that refers to the value that individual contributes to the company or project through their effort, work, and time, rather than through financial investment.

Team alignment is an employee management concept that promotes productivity, performance, and engagement by keeping people connected.

A term sheet is a non-binding document outlining the terms and conditions of an investment proposal.

Ticket backlogs are unresolved customer support tickets accumulated over a time period.

Ticket escalation is the process of transferring a customer issue to a higher or different level of support, when the initial contact doesn’t reach a resolution. 

Ticket routing is the process of assigning customer support tickets to the appropriate agent or team for resolution.

Ticket surges are sudden spikes in the volume of customer support requests that exceed the normal volume of incoming tickets and potentially lead to longer response times.

Ticket triage is the process of classifying and assigning customer support requests (tickets) to either customer service representatives or self-service software based on their issue type, department, urgency, importance, and complexity.

Ticket volume is the total number of customer requests the customer support team receives during a specific period. 

A ticketing system is a software application that manages and tracks customer support requests and issues, usually known as tickets. 

Tickets per customer is a metric that measures the average number of tickets submitted by individual customers over a period of time.

Tiered support is a customer support model used to structure a business's support center into different tiers based on the complexity of incoming customer inquiries.

Time blocking is a time management technique that involves dividing a day into time blocks and assigning tasks and activities to them.

A to-do list is a list of items that need to be completed. The items on the list can range from simple activities like replying to an email, to more complex tasks like creating project briefs.

Top support agents are highly experienced support team members who provide outstanding customer service and have excellent performance metrics.

Touchpoints are interactions between a customer and a company throughout their relationship. 

Troubleshooting is a process of identifying, diagnosing, and resolving problems or issues within a system. 

A UI designer is a specialized role in the design field, responsible for creating user interfaces for digital products. The term UI (User Interface) refers to all aspects of how a user interacts with a product, including its appearance layout, and the terminology used to describe it.

An UX designer (User Experience) is a professional responsible for creating and improving the experience of using a certain product or service.

Valuation is an analytical process of estimating an asset or business's overall worth and real market value.