The Language of Operations
Demystifying the jargon of business systems. Understanding these terms is the first step toward building a more efficient and scalable company.
A system or software that acts as a central database for all your customer and lead interactions. It's the 'single source of truth' for everyone who has ever contacted your business, what was said, and what needs to happen next.
A detailed, step-by-step document that explains how to perform a specific task in your business. SOPs are the 'recipe book' for your company, ensuring tasks are completed consistently and correctly, no matter who does them.
A set of rules that allows different software applications to talk to each other. When you use an automation tool like Zapier, it's using APIs to send data from your calendar to your project management tool, for example.
The process of building relationships with potential clients who are not yet ready to buy. This is typically done through a series of automated, valuable communications (like emails or content) designed to build trust and keep your business top-of-mind.
A measurable value that demonstrates how effectively a company is achieving key business objectives. Examples include 'Customer Acquisition Cost,' 'Client Lifetime Value,' and 'Lead-to-Close Ratio.' KPIs help you manage by numbers, not just gut feeling.
Using software to execute a series of tasks that would otherwise be done manually. For example, when a client signs a contract, a workflow automation could automatically create their project in Asana, send them a welcome email, and schedule their kickoff call.