Ops
SOP
Standard Operating Procedure - procedures for a process
SLA
Service Level Agreement - % of tickets that fall within defined response/close times
CTA
Call/Click To Action (Action item in an email campaign - i.e. "Click here to sign up")
FTE
Full-Time Employee
P&L
Profit and Loss - financial report that summarizes a company's revenues, costs, and expenses
SOS
CES
Customer Effort Score - how easy is it to get in touch with CS and resolve your issue
CTR
Click Through Rate (How many users click through a given CTA)
NPS
Net Promoter Score - How likely are you to recommend X to a friend? -100 - +100 range
ROI
Return On Investment
SS-4
Form used to apply for an EIN for foreigners
VOC
Voice of the Customer
CPC
Cost Per Click ($ Spent on campaign / total clicks)
CRM
Customer Relationship Management (system)
COGS
Cost of Goods Sold
ITIN
Individual Taxpayer Identification Number
KBA
Knowledge Base Article
SEO
Search Engine Optimization - improve standing in search results
What is UX and UI and the difference between the tow
UX = User Experience
UI = User Interface
Example: UI - is the dthat ashboard users see, UX -is their experience with that dashboard
AP and AR
Accounts Payable and Accounts Receivable
This two-letter acronym refers to a state filing process where an existing company registers to do business in a new state
FF - Foreign Filing
FCR
First Contact Resolution (rate) - % of contacts that have their issue resolved at first go
UTM
Urchin Tracking Module - parameters added to a URL to track campaign sources (i.e. affiliate referral links)
MSA
Master Service Agreement - Agreement between 2 parties
EBITDA
Earnings Before Interest, Taxes, Depreciation, and Amortization
EBITDA = Net Income (Revenue-Expenses) + Interest + Taxes + Depreciation + Amortization.