Glossary
A repository of acronyms, jargon, and useful words for product and customer teams
Agent Analytics
AI Agent Analytics is the practice of measuring, analyzing, and optimizing the performance of AI agents to understand their real-world effectiveness and impact on business outcomes.
Read full description
Change management
A structured approach to transitioning individuals, teams, and organizations from the current state of how they engage, work, and operate to a desired future state.
Read full description
Customer churn
A measure of how many customers do not renew at the end of their subscription.
Read full description
Customer experience (CX)
How customers experience a product, what kind of impression it leaves on them, and as a result, the lasting feeling they have about the brand.
Read full description
Customer feedback
Information provided by customers about their experience with a product or service.
Read full description
Customer health score
A metric used largely by customer success teams to determine whether customers are healthy or at-risk.
Read full description
Customer onboarding
Customer onboarding is the process of guiding customers through the initial stages of understanding how to use your product
Read full description
Customer retention
A measure of how many customers renew their contract at the end of their subscription term.
Read full description
Data ecosystems
Data ecosystems are a network of interconnected components that collect, store, analyze, and share data to support data-driven decision-making. These components include data sources, tools, infrastructure, and people.
Read full description
Data products
A data product is a reusable data asset bundling data with everything its target consumers will need to make it readily usable.
Read full description
Data sync
Data synchronization is the automated or periodic process of transferring and aligning data between two or more sources to ensure consistency and minimize errors.
Read full description
Digital adoption
The state in which users are able to leverage digital tools (software products, apps, websites, etc.) to the fullest extent.
Read full description
Digital adoption platform
A software that is layered on top of another software product to help facilitate proficiency by guiding users through key tasks.
Read full description
Digital transformation
The process of integrating digital technologies into any or all aspects of a business or organization, fundamentally changing how it operates and delivers value to its customers.
Read full description
Employee experience
The full array of a person’s activities, interactions (both physical and digital), and general impressions at work.
Read full description
Feature adoption
A measure of user activation for a specific feature within a web or mobile application.
Read full description
Heat maps
A visual representation of user interaction data where color intensity reflects the concentration of specific user actions on your website or app.
Read full description
Homegrown applications
Apps that businesses build in-house through their own development and product teams, rather than purchase from an external or third-party vendor.
Read full description
In-app messaging
in app messaging provides a technical capability that allows a company to communicate with users directly through their product.
Read full description
Mobile analytics
A type of business intelligence software that captures and exposes user behaviors and patterns within mobile applications through page and feature tagging.
Read full description
Net Promoter Score (NPS)
A metric measuring customers’ propensity to advocate for a brand, which, in turn, serves as a proxy for customer happiness and, eventually, business growth.
Read full description
Product adoption
A measure of user activation for a specific web or mobile application.
Read full description
Product analytics
A category of business intelligence software that captures and exposes usage patterns from digital products via event tracking, event properties, and event and property grouping.
Read full description
Product discovery
Product discovery is the iterative process of truly understanding your target users' needs to deliver software applications they love.
Read full description
Product Engagement Score (PES)
A metric that provides a singular view into how users are interacting with a product.
Read full description
Product experience (PX)
A subset of user experience that focuses on the customer journey within an application.
Read full description
Product Operations
An operational function that supports the R&D team and their go-to-market counterparts to improve alignment, communications, and processes around the product.
Read full description
Product performance benchmarks
Reference points used for comparing how your product is performing for specific KPIs, relative to products of similar size and vertical.
Read full description
Product roadmap
A visual summary of a product’s direction to facilitate communication with customers, prospects, partners, and internal stakeholders.
Read full description
Product validation
The process of testing and evaluating a product idea before investing developer resources.
Read full description
Product-led growth
A business strategy that places a company’s software at the center of the buying journey, and often at the center of the broader customer experience.
Read full description
Quantitative, qualitative, and visual data
Quantitative, qualitative, and visual data allow product teams to triangulate their findings and solve problems more efficiently.
Read full description
Rage clicks
Rage clicks are repetitive clicks or taps on a specific element in a software application caused by the user’s frustration with the app’s response.
Read full description
Revenue churn
The percentage of subscription dollars up for renewal that a company loses over a given period, or the ability to keep the contract value of existing customers.
Read full description
Session replay
The process of capturing a user’s interactions with a product or application.
Read full description
Software Experience Management
Software Experience Management (SXM) is the practice of understanding, optimizing, and improving how users interact with software.
Read full description
The Value Gap
When the perceived value and experienced value for a software product don’t overlap, creating a “gap” between the user’s expectations and reality.
Read full description
Tooltips
A form of in-app messaging that typically appear when users navigate to a specific area or perform a certain action in the product.
Read full description
User adoption
User adoption is the journey users take to become proficient and engaged with your product as an integral part of their lives.
Read full description
User analytics
A category of business intelligence software that combines customer behavior data with profile and persona attributes to create a holistic view of the user and the user experience.
Read full description
User experience (UX)
The practice of creating products that address the needs of users, and which users can navigate easily and intuitively so that they can get value quickly.
Read full description
User feedback
Qualitative and quantitative data from customers on their likes, dislikes, impressions, and requests about a product.
Read full description
User interface (UI)
The “surface” of any application or website; the entire visual makeup of the software and how all the assorted and collective parts of the software are conveyed to a user.
Read full description
User interface, User experience, Product experience
Delineating the difference between UI, UX, and product experience.
Read full description
User onboarding
How new users become proficient in an application, encompassing the initial experience in the application, online or offline training, goal-setting, and the organization’s customer success process.
Read full description
User segmentation
The process of separating users into distinct groups, or segments, based on shared characteristics.
Read full description
Vibe coding
An AI-driven software development approach where developers describe desired functionalities in natural language prompts.
Read full description
Voice of the Customer
A process or program used by businesses to collect and take action on customer feedback.
Read full description
Web Analytics
Web analytics is the process of collecting and analyzing user interaction data on websites or applications to better understand behavior, improve experiences, and inform decisions.
Read full description
What is Pendo?
Pendo is a software experience management platform built to elevate the world’s experience with software.
Read full description
