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Product Operations Glossary
Agile
Business Operations
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Customer Happiness
Customer happiness is a measure of how satisfied and delighted customers are with a company's products, services, and overall experience.
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Product Management
Customer Interview
A customer interview is a research method involving direct conversation with customers to gain insights into their needs, preferences, and experiences.
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Product Management
Customer Journey Map
A customer journey map is a visual representation of the steps and experiences a customer goes through when interacting with a brand.
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Product Strategy
Customer Journey Mapping
Customer journey mapping is the process of creating a visual representation of the customer experience across all touchpoints and interactions.
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Product Operations
Customer Lifecycle Management (CLM)
Customer lifecycle management (CLM) involves strategies to attract, engage, and retain customers throughout their entire relationship with a brand.
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Product Operations
Customer Loyalty
Customer loyalty is a customer's willingness to repeatedly purchase from or engage with a brand due to positive experiences and perceived value.
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Business Operations
Customer Management CRM
Customer management, often supported by CRM software, involves strategies to understand, communicate with, and build relationships with customers.
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Product Operations
Customer Management Process
The customer management process encompasses the strategies, activities, and tools used to manage and optimize customer relationships.
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Product Operations
Customer Management Services
Customer management services are offerings that help businesses effectively manage and optimize their customer relationships and interactions.
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Product Operations
Customer Management Software
Customer management software, such as CRM systems, helps businesses track, analyze, and optimize customer interactions and relationships.
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Business Operations
Customer Management System (CMS)
A customer management system (CMS) is an integrated set of tools and processes used to manage and optimize customer relationships and data.
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Business Operations
Customer Management Tool
A customer management tool is a software application that helps businesses organize, automate, and optimize customer interactions and data.
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Business Operations
Customer Monitoring
Customer monitoring involves tracking and analyzing customer behaviors, preferences, and feedback to inform business decisions and personalize experiences.
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Product Operations
Customer Onboarding
Customer onboarding is the process of familiarizing new customers with a product or service and helping them realize initial value.
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Product Operations
Customer Predictive Analytics
Customer predictive analytics uses historical data, machine learning, and statistical algorithms to predict future customer behaviors and outcomes.
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Product Management
Customer Relationship Management (CRM)
Customer relationship management (CRM) is a strategy and technology for managing and analyzing customer interactions and data throughout the customer lifecycle.
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Business Operations
Customer Relationship Management (CRM) Tools
CRM tools are software applications that help businesses manage, track, and analyze customer interactions and data throughout the customer lifecycle.
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Business Operations
Customer Relationship Management Plan
A CRM plan outlines the strategies, processes, and technologies a company will use to manage and improve customer relationships.
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Business Operations
Customer Requests
Formal submissions from customers asking for new features, improvements, or bug fixes, often managed through a dedicated system or process.
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Feedback Management
Customer Research
Customer research involves collecting and analyzing data about target customers to understand their needs, behaviors, and preferences.
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Feedback Management
Customer Research Plan
A customer research plan outlines the objectives, methods, timeline, and deliverables for conducting research to better understand customers.
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Product Operations
Customer Retention
Customer retention refers to a company's ability to keep customers over time, often measured by repeat purchases or ongoing engagement.
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Business Operations
Customer Retention Analysis
Customer retention analysis examines data to uncover patterns and factors that influence a customer's likelihood to continue engaging with a brand.
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Business Operations
Customer Retention Data
Customer retention data includes metrics and information related to customer loyalty, such as repeat purchase rates and lifetime value.
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Business Operations
Customer Retention Management
Customer retention management involves strategies and tactics to prevent attrition and foster long-term customer loyalty and engagement.
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Business Operations
Customer Retention Marketing
Marketing strategies and tactics designed to keep existing customers engaged, satisfied, and loyal to a brand, reducing churn and increasing lifetime value.
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Product Marketing
Customer Retention Rate
The customer retention rate is the percentage of customers who continue to do business with a company over a specific time period.
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Business Operations
Customer Retention Statistics
Customer retention statistics are data points that measure and benchmark a company's ability to keep customers over time.
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Business Operations
Customer Retention Strategy
A customer retention strategy outlines the approaches and tactics a company will use to prevent churn and foster customer loyalty.
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Business Operations
Customer Retention Technology
Customer retention technology (CRT) includes software and tools used to analyze customer data, personalize engagement, and prevent churn.
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Business Operations
Customer Satisfaction
The degree to which a company's products or services meet or exceed customer expectations, often measured through surveys or feedback.
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Product Operations
Customer Service
Customer service is the assistance and support a company provides to customers before, during, and after a purchase to ensure satisfaction.
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Business Operations
Customer Service Models
Customer service models are frameworks that define how a company delivers support, such as tiered, compartmentalized, or customer-centric approaches.
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Business Operations
Customer Service and Retention
Excellent customer service plays a critical role in driving customer retention by resolving issues and creating positive brand experiences.
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Business Operations
Customer Success
Customer success is a proactive approach to ensuring customers achieve their desired outcomes and realize ongoing value from a product or service.
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Business Operations
Customer Success Management Software (CSMS)
Customer success management software (CSMS) helps teams monitor, analyze, and optimize customer health and engagement to drive retention and growth.
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Business Operations
Customer Success Metrics
Customer success metrics are KPIs that measure customer health, satisfaction, retention, and expansion, such as churn rate and NPS.
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Business Operations
Customer Success Models
Customer success models are frameworks that define how a company proactively engages customers to drive product adoption, retention, and growth.
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Business Operations
Customer Validation
Customer validation is the process of confirming that a product or business idea resonates with the target market through customer feedback and data.
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Product Management
DACI
DACI (Driver, Approver, Contributor, Informed) is a decision-making framework that clearly defines roles and responsibilities for stakeholders in a project.
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Product Strategy
DACI Decision Making Framework
The DACI decision-making framework assigns stakeholders to four roles: Driver (final decision-maker), Approver, Contributor, and Informed.
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Product Strategy
DHM Product Strategy
A product strategy framework focused on desirability (user needs), feasibility (technical), and viability (business) to guide decision making.
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Product Operations
DSDM Agile Methodology
A framework for Agile project delivery that focuses on strategic alignment, active user involvement, and frequent delivery of products.
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Agile
Daily Note
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.
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Agile
Daily Scrum
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.
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Agile
Daily Standup
A daily standup is a brief meeting, often timeboxed to 15 minutes, where team members share updates on their work and coordinate efforts.
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Agile
Dashboard
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.
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Business Operations
Data Product Manager
A data product manager is responsible for delivering data products and solutions that enable data-driven decision-making and solve business problems.
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Product Management
Data Strategy Roadmap
A plan outlining an organization's strategy for leveraging data to drive business value, including initiatives around infrastructure and analytics.
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Product Operations
Dataflow Diagram (DFD)
A graphical representation of the flow of data through a system or process, showing inputs, outputs, storage, and processing steps.
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Product Operations
Decision Log
A record of key decisions made during a project, including the decision, rationale, decision-makers, and date, to ensure transparency and accountability.
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Business Operations
Decision Tree
A decision-making tool that maps out possible outcomes of a series of related choices, helping to identify the most likely path to a goal.
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Business Operations
Deep Backlog
A comprehensive list of all potential features, enhancements, and updates for a product, prioritized based on value and feasibility.
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Product Management
Definition of Done (DoD)
A shared understanding among a development team of the criteria that must be met for a user story or feature to be considered complete.
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Product Management
Definition of Ready
Criteria that a user story or feature must meet before it can be considered ready for development, such as clear acceptance criteria.
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Product Management
Dependency
A relationship between two or more tasks, features, or projects where progress on one item relies on the completion or status of another.
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Product Management
Design Basics Every Product Manager Should Know
Fundamental principles of design thinking, user experience (UX), and user interface (UI) design that PMs should understand.
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Product Management
Design Concept
An early, high-level idea for a product or feature that outlines its main goals, target users, and key elements of the user experience.
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Product Strategy
Design Ops
The orchestration and optimization of people, processes, and craft in order to amplify design's value and impact at scale.
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Product Operations
Design Sprint
A design sprint is a time-boxed process for rapidly ideating, prototyping, and testing solutions to business challenges, typically conducted in 4-5 days.
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Product Management
Design Thinking
An iterative process for creative problem-solving that focuses on understanding users, challenging assumptions, and redefining problems.
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Product Strategy
Designs
The visual and interaction plans for a product, including wireframes, mockups, and prototypes, that guide its development.
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Business Operations
DevOps
A set of practices that combines software development (Dev) and IT operations (Ops) to shorten the development life cycle and improve quality.
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Product Operations
DevOps Practices
Methodologies and tools used in DevOps, such as continuous integration, continuous delivery, and infrastructure as code.
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Product Operations
Development Methodologies
Frameworks and processes used to structure, plan, and control the software development process, such as Agile or Waterfall.
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Product Management
Differentiated Product
A product that stands out from competitors by offering unique features or benefits that are valuable to the target market.
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Product Strategy
Digital Marketing
The use of digital channels, such as search engines, social media, email, and websites, to promote products and engage with customers.
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Product Marketing
Digital Marketing Plan Components
The key elements of a comprehensive digital marketing plan, including goals, target audience, tactics, budget, and metrics.
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Product Marketing
Digital Marketing Roadmap
A strategic plan outlining the key initiatives, tactics, and milestones for an organization's digital marketing efforts over a specific time period.
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Product Marketing
Digital Notebooks
Software applications that allow users to create, organize, and share digital notes, sketches, and documents, often with collaboration features.
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Business Operations
Digital Product Management
The process of managing the development and lifecycle of digital products, such as websites, mobile apps, and software, to meet user needs and business goals.
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Product Management
Digital Product Manager
A product manager responsible for the strategy, roadmap, and success of a digital product, such as a website, mobile app, or software.
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Product Management
Digital Roadmap
A high-level plan that outlines an organization's strategy and initiatives for leveraging digital technologies to achieve business goals.
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Product Operations
Digital Transformation
The integration of digital technology into all areas of a business, fundamentally changing operations and delivering value to customers.
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Business Operations
Digital Whiteboard
A software tool that simulates a physical whiteboard, allowing users to collaboratively draw, write, and diagram in a digital space.
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Business Operations
Director of Product
A senior product management role responsible for leading a team of product managers and guiding the overall product strategy.
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Product Management
Disciplined Agile (DA)
A process decision toolkit that provides guidance to help teams streamline their processes in a context-sensitive manner.
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Agile
Disruptive Innovation
An innovation that creates a new market and value network, eventually disrupting an existing market and displacing established competitors.
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Product Strategy
Distinctive Competence
A firm's strengths or unique capabilities that allow it to differentiate itself from competitors and create value for customers.
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Product Strategy
Distributed Scrum
The practice of running a Scrum process with team members in different physical locations, often supported by digital collaboration tools.
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Agile
Distribution Models
The channels and methods used to deliver a product or service to the end customer, such as direct sales, retail, or e-commerce.
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Business Operations
Divergent Thinking
A thought process used to generate creative ideas by exploring many possible solutions, often used in brainstorming sessions.
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Feedback Management
Dual Track Agile
An agile development methodology that separates discovery (understanding user needs) and delivery (building solutions) into two parallel tracks.
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Agile
Dynamic Systems Development Method (DSDM)
A framework for Agile project delivery that focuses on strategic alignment, active user involvement, and frequent delivery of products.
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Agile
Ecommerce Roadmap
A strategic plan outlining the initiatives and timeline for developing and enhancing an organization's e-commerce capabilities.
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Roadmapping
Economies of Scale
The cost advantages that companies can exploit by expanding their scale of production, leading to a reduction in cost per unit.
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Business Operations
Edge Case
A problem or situation that occurs at an extreme operating parameter, typically involving an unusual combination of circumstances.
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Product Management
Eisenhower Matrix
A prioritization framework that categorizes tasks into four quadrants based on urgency and importance, helping users focus on high-impact activities.
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Business Operations
End User Engagement
The degree to which end users find a product valuable, usable, and satisfying, leading to regular usage, loyalty, and advocacy.
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Product Operations
End User Era
The current period in which technology is designed and built with the end user's needs, preferences, and experiences in mind.
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Product Management
End to End (E2E)
A process or system that encompasses all stages from start to finish, such as from concept to delivery of a product or service, without gaps or handoffs.
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Product Strategy
Engagement Metrics
Measures of how actively and frequently users interact with a product, such as session duration, pages per visit, or return rate.
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Business Operations
Engineering Backlog
A prioritized list of technical work, such as bug fixes, refactoring, or infrastructure improvements, for the engineering team to address.
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Product Operations
Enterprise Architecture
The practice of analyzing, designing, planning, and implementing an enterprise's IT infrastructure to execute business strategy.
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Product Strategy
Enterprise Architecture Planning (EAP)
The process of defining an organization's future state architecture and a plan for achieving it based on business goals.
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Product Strategy
Enterprise Architecture Roadmap
A strategic plan that defines an organization's current and future state architectures and the initiatives needed to transition between them.
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Roadmapping
Enterprise Feedback Management
The practice of collecting, analyzing, and acting on feedback from customers, employees, and other stakeholders to drive continuous improvement.
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Feedback Management
Enterprise Product
A product designed for use by large organizations, often featuring robust security, scalability, and integration capabilities.
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Product Strategy
Enterprise Technology
The software, hardware, and network infrastructure used by large organizations to support and enable business processes.
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Product Strategy
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