Support Night School

Glossary

Account Management: a post-sales role that focuses on nurturing client relationships. Account managers have two primary objectives: retain clients’ business and grow those opportunities. They accomplish these objectives by learning what their clients’ goals are and helping their clients achieve them.
Application: a program or group of programs designed for end users. Examples of an application include a word processor, a spreadsheet, an accounting application, a web browser, an email client, a media player, a file viewer, simulators, a console game or a photo editor.
B2B: business-to-business; a commercial relationship between businesses. Ex. an automobile manufacturer purchasing parts from a wholesaler.
B2C: business-to-consumer; a commercial relationship between a business and a consumer. Ex. an online shopper purchasing a tent from REI.
Community Management: often used interchangeably with social media management. It’s the process of building an authentic community a business’s customers, employees, and partners, through various types of interactions.
Customer Development: the formal process of identifying potential customers and figuring out how to meet the needs of that target audience. It is a parallel process to Product Development.
Customer Success: focused on working proactively in partnership with customers throughout their time as a customer to help them get more value from the product or service.
Customer Support: services you offer to help customers resolve their problems, like answering customer questions, providing troubleshooting assistance, upgrading customers to a new product or service, etc.
End Users: the person that a software program is specifically designed for; i.e. the person who actually uses the software.
Fintech: technology for the financial sector. Ex. Paypal, Stripe, Cash App.
Inclusion: used to describe the active, intentional, and ongoing engagement with diversity in people; i.e. socio-economic, cultural, racial, geographical, intellectual, gender, age, national origin, physical ability, etc.
Implementation: refers to the process of adopting and integrating a software application into a business workflow; implementation of new tools and software can be complex, depending on the size of the organization and software.
Product Development: bringing a product from concept or idea through market release and beyond, including identifying a market need, conceptualizing and designing the product, building the product roadmap, developing a minimum viable product (MVP), releasing the MVP to users, iterating based on user feedback.
Slack: a business communication platform that offers persistent chat rooms organized by topic, private groups, and/or direct messages. It’s a collaboration hub meant to replace email to help your team work together.
Social Media Management: the process of managing your online presence on social media platforms like Facebook, Instagram, Twitter, etc., by creating, publishing, and analyzing content you post, as well as engaging and interacting with social media users.
Software: a collection of data or computer instructions that tell the computer how to work. Microsoft Windows and macOS are examples of operating system software.
SAAS: Software as a Service, or software you access over the internet as opposed to downloading and installing on your computer.
Start-up: a company in early stages of its operations, often being financed by its entrepreneurial founders or a capital investment company. It generally requires scrappy and ambitious folks to get it off the ground.

Sources:
Google
Wikipedia
Hubspot Blog
WalkMe.com
Slack.com