Product Operations Glossary

Customer focus is a business philosophy that prioritizes understanding and meeting customer needs in all decisions and actions.

Customer focus and relationship management involves strategies to understand, satisfy, and build long-term relationships with customers.

Customer happiness is a measure of how satisfied and delighted customers are with a company's products, services, and overall experience.

Visual tool monitoring customer health metrics in real-time, tracking engagement, usage, and satisfaction indicators for proactive management.

Framework measuring customer account health through key metrics, predicting risks and opportunities.

System collecting and analyzing customer data across touchpoints, providing actionable insights for decision-making and personalization.

Structure for gathering and utilizing customer intelligence, guiding decisions through systematic analysis of customer data and behavior.

A customer interview is a research method involving direct conversation with customers to gain insights into their needs, preferences, and experiences.

Visualizing the complete path customers take when interacting with your product or service.

Method examining customer interactions across touchpoints, identifying patterns and opportunities for experience optimization.

Process mapping and optimizing customer journeys, ensuring seamless experiences across all interaction points and channels.

A customer journey map is a visual representation of the steps and experiences a customer goes through when interacting with a brand.

Customer journey mapping is the process of creating a visual representation of the customer experience across all touchpoints and interactions.

Framework mapping customer relationship stages, defining interactions and goals throughout customer lifetime.

Customer lifecycle management (CLM) involves strategies to attract, engage, and retain customers throughout their entire relationship with a brand.

Customer Lifetime Value (CLV) is the total net profit a company expects to earn from a customer throughout their relationship with the business.

Framework calculating expected customer revenue over time, considering purchase patterns, retention rates, and engagement metrics.

Metric comparing customer lifetime value to acquisition costs, measuring marketing efficiency and customer relationship profitability.

Customer loyalty is a customer's willingness to repeatedly purchase from or engage with a brand due to positive experiences and perceived value.

Customer management, often supported by CRM software, involves strategies to understand, communicate with, and build relationships with customers.

The customer management process encompasses the strategies, activities, and tools used to manage and optimize customer relationships.

Customer management services are offerings that help businesses effectively manage and optimize their customer relationships and interactions.

Customer management software, such as CRM systems, helps businesses track, analyze, and optimize customer interactions and relationships.

A customer management system (CMS) is an integrated set of tools and processes used to manage and optimize customer relationships and data.

A customer management tool is a software application that helps businesses organize, automate, and optimize customer interactions and data.

Engaging existing customers to drive retention, loyalty, and advocacy through targeted campaigns.

Customer monitoring involves tracking and analyzing customer behaviors, preferences, and feedback to inform business decisions and personalize experiences.

Customer onboarding is the process of familiarizing new customers with a product or service and helping them realize initial value.

Strategy for optimizing new customer introduction to products, ensuring quick value realization and adoption success.

Mapped sequence of steps new customers take to achieve initial value, including key milestones and success metrics.

Customer predictive analytics uses historical data, machine learning, and statistical algorithms to predict future customer behaviors and outcomes.

A customer profile is a detailed description of a company's ideal customer, including demographic, psychographic, and behavioral characteristics.

Initiative managing customer advocates who provide references and testimonials, supporting sales and marketing efforts.

Customer relationship management (CRM) is a strategy and technology for managing and analyzing customer interactions and data throughout the customer lifecycle.

CRM tools are software applications that help businesses manage, track, and analyze customer interactions and data throughout the customer lifecycle.

A CRM plan outlines the strategies, processes, and technologies a company will use to manage and improve customer relationships.

Formal submissions from customers asking for new features, improvements, or bug fixes, often managed through a dedicated system or process.

Customer research involves collecting and analyzing data about target customers to understand their needs, behaviors, and preferences.

A customer research plan outlines the objectives, methods, timeline, and deliverables for conducting research to better understand customers.

Customer retention refers to a company's ability to keep customers over time, often measured by repeat purchases or ongoing engagement.

Customer retention analysis examines data to uncover patterns and factors that influence a customer's likelihood to continue engaging with a brand.

Customer retention data includes metrics and information related to customer loyalty, such as repeat purchase rates and lifetime value.

Customer retention management involves strategies and tactics to prevent attrition and foster long-term customer loyalty and engagement.

Marketing strategies and tactics designed to keep existing customers engaged, satisfied, and loyal to a brand, reducing churn and increasing lifetime value.

The customer retention rate is the percentage of customers who continue to do business with a company over a specific time period.

Customer retention statistics are data points that measure and benchmark a company's ability to keep customers over time.

A customer retention strategy outlines the approaches and tactics a company will use to prevent churn and foster customer loyalty.

Customer retention technology (CRT) includes software and tools used to analyze customer data, personalize engagement, and prevent churn.

The degree to which a company's products or services meet or exceed customer expectations, often measured through surveys or feedback.

System measuring and improving customer satisfaction through structured feedback collection and analysis processes.

Metric quantifying overall customer satisfaction levels, tracking changes over time through standardized measurements.

Measuring and analyzing customer satisfaction to improve product and service quality.

Customer segmentation is the process of dividing a customer base into distinct groups based on shared characteristics, behaviors, or needs.

Customer service is the assistance and support a company provides to customers before, during, and after a purchase to ensure satisfaction.

Customer service models are frameworks that define how a company delivers support, such as tiered, compartmentalized, or customer-centric approaches.

Excellent customer service plays a critical role in driving customer retention by resolving issues and creating positive brand experiences.

Customer success is a proactive approach to ensuring customers achieve their desired outcomes and realize ongoing value from a product or service.

Blueprint organizing customer success functions, tools, and processes for optimal service delivery and value creation.

Structure guiding customer success activities, defining processes, metrics, and strategies for ensuring customer value.

Customer success management software (CSMS) helps teams monitor, analyze, and optimize customer health and engagement to drive retention and growth.

A Customer Success Manager proactively helps customers achieve their goals with a product or service, ensuring satisfaction, retention, and loyalty.

Customer success metrics are KPIs that measure customer health, satisfaction, retention, and expansion, such as churn rate and NPS.

Customer success models are frameworks that define how a company proactively engages customers to drive product adoption, retention, and growth.

Systems and processes managing day-to-day customer success activities, ensuring consistent service delivery and support.

Guide detailing standard procedures and best practices for customer success teams, ensuring consistent service delivery.

Metric measuring customer success and value realization, combining usage, adoption, and satisfaction indicators.

Framework organizing support functions and processes, ensuring efficient issue resolution and customer assistance.

Structured levels of customer support offering different service levels based on customer needs and agreements.

Structured approach to customer education, providing resources and training for effective product utilization.

Customer validation is the process of confirming that a product or business idea resonates with the target market through customer feedback and data.

Customer value is the perception of benefits a customer receives from a product or service compared to the costs they pay and alternatives available.

DACI (Driver, Approver, Contributor, Informed) is a decision-making framework that clearly defines roles and responsibilities for stakeholders in a project.

The DACI decision-making framework assigns stakeholders to four roles: Driver (final decision-maker), Approver, Contributor, and Informed.

A product strategy framework focused on desirability (user needs), feasibility (technical), and viability (business) to guide decision making.

A framework for Agile project delivery that focuses on strategic alignment, active user involvement, and frequent delivery of products.

Daily Active Users (DAU) is the number of unique users who engage with a product or service on a given day, indicating regular usage and stickiness.

In Agile, a daily note is a brief status update shared by each team member during the daily stand-up meeting, highlighting progress and obstacles.

The daily scrum, or stand-up, is a short daily meeting where Agile team members share progress, plans, and challenges to ensure alignment and remove obstacles.

A daily standup is a brief meeting, often timeboxed to 15 minutes, where team members share updates on their work and coordinate efforts.

Organized sequence of daily tasks and processes, ensuring consistent execution of regular operational activities.

Controlled release of features to limited users for testing, minimizing risk while gathering real-world feedback.

A dashboard is a visual display of key performance indicators and data, providing an at-a-glance overview of a project, process, or business's health and progress.

System for labeling and categorizing data to train AI models and improve data quality for analysis.

System organizing data into categories for effective management, security, and compliance purposes.

Initiative making data accessible across organization levels while maintaining security and governance.

Framework managing data usage, quality, and security across organization through defined policies and procedures.

Repository storing raw data in native format, enabling flexible analysis and processing for various purposes.

Design of data lake components and relationships, ensuring efficient data storage and retrieval.

Process overseeing data collection, storage, protection, and usage throughout its lifecycle.

Distributed approach to data architecture, enabling scalable and flexible data management.

Plan for transferring data between systems, ensuring data integrity and minimal business disruption.

Practices managing data throughout its lifecycle, ensuring quality, accessibility, and security.

System moving data between sources and destinations, ensuring reliable data flow and transformation.

Structure protecting personal data through defined policies and security measures.

A data product is a software application that leverages data to provide insights, solve problems, or enable data-driven decision-making for users.

A data product manager is responsible for delivering data products and solutions that enable data-driven decision-making and solve business problems.

A Data Product Owner manages the development and optimization of data products, ensuring they meet business needs and deliver value to users.

Analysis of data processing impact on privacy, identifying and mitigating potential risks.

System ensuring data accuracy, completeness, and reliability across organization.