Product Operations Glossary

Tool coordinating content creation and publication across channels, aligning marketing goals with audience needs through structured content scheduling.

Design approach prioritizing content structure before visual elements, ensuring design decisions support and enhance content delivery for target audiences.

Content marketing involves creating and distributing valuable content to attract and engage a target audience and drive profitable customer action.

System organizing content marketing efforts across platforms, defining content types, workflows, and distribution methods for effective audience engagement.

A content marketing plan outlines the strategy, goals, target audience, topics, formats, channels, and metrics for content creation and distribution.

A content marketing roadmap is a timeline of planned content initiatives, themes, and campaigns aligned with business and marketing goals.

Strategy defining content's role in business goals, including audience targeting, content types, distribution methods, and performance measurement.

System delivering tailored content based on user behavior and preferences, enhancing engagement through personalized digital experiences and interactions.

Plan for managing content throughout its lifecycle, aligning creation, distribution, and optimization with business goals and audience requirements.

Process identifying potential business risks and response strategies, defining procedures and resources for handling various operational disruptions.

Continuous delivery (CD) is a software development practice where code changes are automatically built, tested, and prepared for release to production.

System automating code movement through development and deployment stages, ensuring consistent and reliable software release processes and quality.

Continuous deployment is a software release process where code changes that pass automated tests are automatically deployed to production.

Continuous discovery is an ongoing process of understanding customer needs, testing ideas, and making data-driven decisions to improve products iteratively.

Continuous improvement is an ongoing effort to enhance products, services, or processes through incremental and breakthrough changes.

Continuous integration (CI) is a software development practice of frequently merging code changes into a shared repository and automating builds and tests.

Process for frequently merging code changes with automated testing, maintaining software quality through continuous integration and validation.

Framework implementing continuous testing throughout development, integrating automated tests with development workflows for quality assurance.

System managing contract creation, execution, and monitoring, ensuring compliance and efficient handling of business agreements throughout lifecycle.

A Contract Product Manager oversees a product's development and success on a temporary basis, driving strategy, features, and cross-functional execution.

Convergent thinking is the process of evaluating available information to arrive at the single best solution to a problem.

Study of user progression through conversion stages, identifying optimization opportunities and barriers in the customer journey and purchase path.

Conversion rate is the percentage of users who take a desired action, such as making a purchase or filling out a form, on a website or app.

Conversion rate optimization is the process of increasing the percentage of website visitors who take a desired action, such as making a purchase.

Method for improving website conversion rates through systematic testing and optimization of user experience elements, content, and interaction flows.

Design methodology focused on increasing conversions through optimized user interfaces and experiences, applying proven psychological principles.

Identifying and leveraging unique organizational strengths that provide competitive advantage.

A core product is the primary offering that fulfills the fundamental needs of a company's target customers and is central to its value proposition.

Program developing employee skills through structured learning objectives, delivery methods, and assessments for improved workforce capabilities.

Method measuring relationships between variables to identify patterns and trends, enabling data-driven decisions through statistical analysis.

Cost of delay (CoD) is the potential loss or negative impact incurred by delaying a project or decision, often used to prioritize initiatives.

Cost of goods sold (COGS) is the direct cost of producing the goods sold, including materials, labor, and manufacturing overhead.

The cost of sales includes all direct costs associated with generating revenue from selling products or services, such as sales commissions.

A creative brief outlines the objectives, target audience, key messages, and deliverables for a creative project, such as an advertisement or design.

Protocol managing crisis communications across stakeholders, defining message strategies and channels for effective emergency information sharing.

System managing organizational crises through defined protocols, team responsibilities, and response procedures across operational departments.

Strategy detailing crisis response and recovery procedures, including team roles, resource allocation, and stakeholder communication protocols.

Technique identifying critical project task sequences, enabling optimal resource allocation and schedule management for project completion.

The critical path method is a project management technique used to identify the sequence of dependent tasks that determine the minimum project duration.

Cross-selling involves offering complementary products to existing customers to increase revenue and enhance their experience with the brand.

Management of business activities across international markets, addressing regulatory, cultural, and operational challenges in global operations.

Process verifying website functionality across browsers, ensuring consistent user experience regardless of browser platform or version choice.

Protocol ensuring product functionality across devices and screen sizes, validating consistent user experience across all supported platforms.

Strategy coordinating organizational functions toward common goals, aligning departments through effective communication and resource sharing.

System managing activities between departments, enabling efficient collaboration and resource utilization across organizational functions.

A cross-functional team (XFN) is composed of members from different functional areas working together to achieve a common goal.

Framework defining team structure and roles across functions, maximizing collaborative effectiveness through organized cross-departmental teams.

Process connecting multiple software systems, enabling seamless data flow and functionality sharing across different platforms and applications.

Strategies for promoting related products to existing customers to increase revenue and value.

Framework integrating cryptocurrency capabilities into systems, including payment processing, security protocols, and digital asset management.

Crystal is a family of lightweight, adaptable Agile methodologies that focus on people, communication, and collaboration over processes.

Plan for adapting products to different cultural markets, ensuring local relevance while maintaining core functionality and value proposition.

Strategy for changing organizational culture, implementing behavior changes and value alignment through structured transformation processes.

Environment for custom software development, providing standardized tools and practices for consistent solution delivery and implementation.

A customer is an individual or business that purchases goods or services from another entity.

Customer 360 refers to a holistic view of a customer's interactions and data across all touchpoints and systems within an organization.

A customer 360 view consolidates all available customer data into a single, comprehensive profile to enable personalized engagement and service.

Customer acquisition cost (CAC) is the total cost of acquiring a new customer, including marketing and sales expenses, divided by new customers.

Metric measuring time to recover customer acquisition costs through revenue, evaluating marketing efficiency and customer lifetime value.

Plan for attracting and converting new customers, defining target segments, acquisition channels, and metrics for growth and engagement.

Customer adoption is the process of getting new users to start using a product or service and continue using it over time.

A customer advisory board (CAB) is a group of key customers who provide insights and feedback to help guide a company's product and business decisions.

Process managing customer advisory groups, coordinating member selection, meetings, and feedback implementation for product improvement.

Organizing and managing groups of key customers who provide strategic product feedback.

Group providing regular product feedback and insights, guiding strategic decisions through structured customer engagement and consultation.

Program leveraging satisfied customers as brand advocates through recognition and rewards, amplifying positive product experiences.

Customer analytics involves analyzing customer data to uncover insights that inform decisions about marketing, sales, product development, and service.

A customer base is the group of individuals or businesses that regularly purchase a company's products or services and generate revenue for the business.

Identifying and communicating the concrete value and advantages your product offers users.

A customer-centric approach prioritizes the customer's needs, preferences, and experiences in all aspects of the business and decision-making.

Customer centricity is a business strategy that puts the customer at the center of all decisions and actions to build long-term, profitable relationships.

Customer churn refers to the loss of customers over a period of time, usually measured as a percentage of the total customer base.

Customer churn analysis examines the reasons behind customer attrition to develop strategies for reducing churn and improving retention.

Customer churn analytics involves using data analysis techniques to predict and prevent customer attrition and improve retention rates.

The customer churn rate is the percentage of customers who stop using a company's products or services within a specific time period.

Customer churn software helps businesses predict and prevent customer attrition by analyzing data to identify at-risk customers and enable proactive outreach.

Customer data is information collected about an organization's customers, including demographics, behaviors, preferences, and transactions.

Customer development is the process of validating product ideas and business models through continuous customer feedback and iteration.

Method validating customer needs through direct engagement, guiding product development through systematic feedback collection and analysis.

Customer discovery is the process of identifying and understanding potential customers' needs, preferences, and behaviors to validate product-market fit.

Customer driven product management prioritizes understanding and solving customer needs in product strategy and development.

Framework educating customers about product usage, providing training resources and support materials for effective product adoption.

Customer Effort Score (CES) measures the ease of a customer's experience with a product or service on a scale from "very difficult" to "very easy".

System measuring customer task completion effort, identifying and reducing friction points to improve overall product experience.

Customer empathy is the ability to understand and share the feelings of customers, enabling the creation of products and experiences that resonate.

A customer empathy map is a collaborative tool for gaining insight into a customer's perspective by visualizing their thoughts, feelings, and experiences.

Customer engagement refers to the interactions and emotional connections between a customer and a brand across all touchpoints and channels.

System designing customer interactions across touchpoints, ensuring consistent engagement through coordinated experience management.

Customer engagement management (CEM) involves strategies and processes to foster and measure customer interactions and emotional connections with a brand.

A customer engagement model outlines the strategies, touchpoints, and metrics used to foster and measure customer interactions and loyalty.

A customer engagement objective is a specific, measurable goal related to improving customer interactions, loyalty, or satisfaction.

Customer experience (CX) encompasses all interactions and perceptions a customer has with a brand, shaping their feelings and memories.

System automating customer interactions and processes across touchpoints, reducing manual effort while maintaining personalized engagement experiences.

Framework for designing intentional customer experiences across all touchpoints, focusing on user needs, emotions, and business objectives.

Customer experience management (CXM) is the practice of designing, delivering, and optimizing customer interactions to drive loyalty and business growth.

Software solution managing customer interactions, data, and engagement across channels, providing unified experience management capabilities.

Comprehensive plan for delivering consistent, valuable customer experiences across touchpoints, aligned with business goals and customer needs.

Customer feedback is information provided by customers about their experiences, preferences, and suggestions for a product or service.

A customer feedback loop is a continuous process of collecting, analyzing, and acting on customer input to improve products and experiences.