It happens in a business meeting. Someone from the marketing team will present a new project, or perhaps a technology employee will teach how to use a new system feature. Following are these sales abbreviations: CAC, CPC, ROI, CMS, SEO, API and others. Can you identify each one?
Initials or acronyms are designed to facilitate communication, but many times we do not know what they mean. With that in mind, we've listed 38 examples of abbreviations used in marketing, sales, and business technology so you can come to any meeting with your team prepared.
Acronym for: Attention, Interest, Desire, Action.
Meaning: The acronym refers to the four main steps of the sales pipeline or funnel, that is, the representation of each stage of the process that a potential client goes through until the purchase.
Sigla de: Business-to-Business
Meaning: Within marketing abbreviations, this refers to companies that sell products or services to other companies. Zendesk, for example !
Acronym for: Budget, Authority, Need, Timeline (budget, authority, need, time).
Meaning: It is a tool known to people who work with sales and helps them qualify their prospects. The BANT formula was originally created by IBM and today it is considered outdated, because through it it is not possible to identify the real difficulties of potential customers and serve them personally.
Acronym for: Customer Acquisition Cost.
Meaning: It is the average investment in direct efforts to win a customer. The CAC is the result of the sum of the investments made in Sales and Marketing divided by the number of clients gained in the same period. An essential metric. In this regard, did you know that, according to a study by the Harvard Business Review, it costs between 5 and 25 times more to acquire a new client than to retain an existing client?
Acronym for: Customer experience
Meaning: Customer experience refers to the quality of customer service. Measuring CX to deliver a personalized experience is essential to stand out from the competition and increase sales. According to a study by ThinkJar, 86% of users are willing to pay more if they get a better customer experience .
Sigla de: Lifetime Value
Meaning: It is a metric that indicates the value of a client for a company throughout its relationship with him. Calculating and tracking LTV is critical to clarifying some of the most important management decisions you need to make.
Acronym for: Small and Medium Enterprises
Meaning: In general, they are defined as companies that have between 10 and 100 employees, with a high predominance in the trade market. There is also the term MIPYME (acronym for "micro, small and medium enterprises"), which is an expansion of the original term, which includes microenterprises.
Acronym for: Service Level Agreement
Meaning: An SLA is an agreement between two or more teams within the same company that defines the work expectations for both. For example, the Marketing SLA can define the expectations that the Sales sector has for the Marketing area in terms of bringing the quantity and quality of leads, while the Sales SLA defines the expectations that Marketing has for sales in terms of the depth and frequency in which the sales team pursues qualified leads.
Sales abbreviations, whose meaning we may not know, are not the only ones that can present us with confusion. According to Zendesk, 73% of sales leaders expecting revenue growth see greater internal collaboration as essential—that is, integrating their marketing, customer service, and sales departments. Hence the importance of also knowing what marketing abbreviations exist and their meanings. Let's see which are the most important:
Sigla de: Above The Line
Meaning: Refers to advertising in conventional media such as radio or television.
Meaning: It is the percentage of people who enter your website and then leave it without taking any action. A high bounce rate usually leads to a low conversion rate.
Acronym for: Cost Per Action
Meaning: This is a model of Internet advertising, where the advertiser pays for each specific action that the user makes, such as an impression, a click or a sale.
Acronym for: Cost Per Click
Meaning: As defined by Google, this is the average amount charged for a click on your ad. This value is calculated by dividing the total cost by the number of clicks.
Acronym for: call-to-action
Meaning: It is an abbreviation for sale that refers to the user's call for action. It is generally a text link, button or some other type of web link that invites the website visitor to perform a certain action. The actions that the user can be expected to perform can be very varied: visit a landing page, download an e-book, get a coupon, leave a comment, share content, inquire about a product, etc.
Acronym for: Key Performance Indicator
Meaning: It is an objective performance measurement tool used to assess the success of an activity. The metrics vary depending on what you want to analyze; For example, if you want to evaluate the performance of a video posted on your brand's YouTube channel, your KPIs might be views, watch time, and subscriptions earned.
Acronym for: Customer Satisfaction Score
Meaning: This abbreviation for customer service refers to the tool used to measure the satisfaction of our customers. Through a very simple survey, important data can be obtained to improve the experience of our customers. When a customer responds that their experience was good, this metric works to motivate the sales team and customer service agents. Instead, if the experience turned out to be negative, a strategy can be activated to change your experience almost immediately. According to research by Glance, if the problem can be resolved, 70% of dissatisfied customers are willing to forgive and buy again.
Sigla de: Net Promoter Score
Meaning: It is a customer satisfaction metric that measures, on a scale of 0 to 10, the degree to which they would recommend your company to others. The data for the NPS calculation is derived from a survey and doing it regularly allows you to identify ways to improve products or services.
Both NPS and CSAT are two surveys used to measure customer satisfaction. If you want to learn more about the benefits of measuring service experiences and learn how to conduct these surveys, we invite you to read the Zendesk article “ Customer Satisfaction Survey: Examples and the Right Questions to Deliver Successful Service ”.
Acronym for: Public Relations
Meaning: It is the set of strategic communication actions sustained over time and whose main objective is to strengthen the links of companies or organizations with their different audiences, such as the press.
Acronym for: Return Over Investment
Meaning: This is an indicator that allows you to know how much money your company is earning -or losing- with each investment made. ROI evaluates the efficiency and profitability of an investment and is also used to compare the effectiveness and profitability of multiple investments.
Meaning: SEM is a set of marketing strategies aimed at promoting a website on the results pages of search engines, such as Google, Yahoo, etc. SEM is usually divided between SEO (which we'll talk about later) and ads.
For growing businesses it is very important to have a well-designed and optimized website. In fact, according to Web FX, 75% of a website's credibility comes from the design. Impact studies found that if a website doesn't respond to mobile devices, 48% of users get frustrated. For this reason, it is necessary to ensure that navigation through it is fluid.
Below we list the most used web abbreviations and their meanings.
Sigla de: Content Management System
Meaning: It is a software or an application that uses a database to manage all the content of a website and can also be used in its development. The CMS is designed to make it easy for non-technical users to create, edit and manage a website.
Meaning: This is about optimizing the CMS with the goal of giving customers the most personalized web experience possible.
Acronym for: Click-Through Rate
Meaning: It is a way of making an abbreviation for click-through rate that means the percentage that indicates the frequency with which users who see your ad end up clicking on it, according to Google's definition. CTR can be used to measure the performance of keywords and ads, for example.
Acronym for: Direct Message
Meaning: This abbreviation is used both in social networks and in emails. In the case of Twitter, for example, direct messages can only be made if two accounts follow each other. On the other hand, if you have a business account on Instagram, the conversation via DM can only be started by the user with a personal account.
Sigla de: Domain Name Server
Meaning: It is a domain name server that matches a specific list of numbers with predetermined words or names to facilitate communication between humans and computer systems. In a nutshell, it is an intermediary between computers (which use numbers) and people.
Meaning: It is a Google online data analysis platform that, by installing a code on the pages of your company's website, collects information from users and transforms it into reports. It is an excellent tool to better understand the audience of your website.
Sigla de: Search Engine Optimization
Meaning: They are optimization techniques for search engines. Working on the SEO of your business website helps you rank high in organic search results so that you are more visible to people who are searching for your product or service.
According to studies by Zero Limit Web, the first five organic results get 67.60% of all clicks and results from 6 to 10 only 3.73%.
Sigla de: Search Engine Results Page
Meaning: It is called SERP to the way of making an abbreviation of the pages of Google and other search engines. SERPs are all the results pages that appear on Google or other search engines. The expression "wanting to improve our position in the SERPs" would come to mean wanting to go from a certain page to a higher one in any of the search engines.
Acronym for: User Experience
Meaning: It emerged as an abbreviation in English for "user experience" and refers to the complete experience of a person when using a product, system or service, from its discovery and knowledge of its brand, through interactions, purchase, use and, If all goes well, promotion. It can also be found as CX (Customer Experience)
Finally, we present a list with the abbreviations of technology and computer science that you can hear more frequently. They are:
Acronym for: Application Service Provider.
Meaning: These are companies that provide software services to their customers through a network. ASPs are a way to outsource some of the information technology aspects that companies need.
Acronym for: Application Programming Interface
Meaning: This is a series of programming rules. APIs allow an application to pull information from a service and use this information in their own application or sometimes for data analysis, making it easier for the consumer to find solutions.
Sigla de: Customer Relationship Management
Meaning: It is a software that allows you to track all contact information with customers. For example, these systems can send personalized and follow-up emails, log all customer support cases, and store support call history. A CRM solution is also omnichannel. This means that it centralizes requests, data and tickets, whether initiated by agents or users, so that no information is lost along the way and faster incident resolution.
According to Data2CRM studies, 50% of sales teams improved their productivity by implementing CRM software. In relation to this point, choosing the ideal CRM for your company can be confusing. In addition, some of these software are too complex for agents to learn how to use. For this reason, we recommend the article "CRM for SMEs: How to choose the best CRM for your company", which explains what features a CRM should have to be more effective and simple.
Acronym for: Conversion Rate Optimization
Meaning: It is the practice of increasing the sales and potential customers of a website, without necessarily increasing the number of visitors to the website. By optimizing or improving your website conversion rate, you can get more people to take more actions without spending more money on increasing traffic to your website.
Sigla de: Cascading Style Sheets
Meaning: It is a language that manages the design and presentation of web pages, such as color and appearance. They are known as cascading because they allow you to have multiple style sheets with one style sheet inheriting (or "cascading") properties from the others.
Sigla de: Hyper-Text Markup Language
Meaning: It is the language that establishes the structure of the website. This code operates based on the differentiation and location of the different elements that make up the web page. Despite being only textual, it contains the URL addresses of the images, audios, videos and other content that will be retrieved by the browser to assemble the page, as well as the indications for the graphic and aesthetic representation of the text found on it..
Sigla de: Quick Response Barcode
Meaning: These are scannable barcodes that are used to bridge the gap between offline and online marketing. When people find them, they can take out their smartphone and scan the QR code and access the information encoded by them, which can include text, a URL, or other data.
Meaning: It is a web aggregator that publishes frequently updated information, such as blog tables and news. When you subscribe to a website's RSS feeds, you no longer have to log in to see new content: instead, your browser will automatically monitor it and show you updates as needed.
Meaning: Software as a Service (SaaS) allows users to connect to and use cloud-based applications over the Internet. Some common examples are email and calendars. The advantage of this software is its low maintenance costs and its constant updating. Additionally, data stored in the cloud is more secure from accidental hardware breakage and can be accessed from any device.
We hope that this guide to sales abbreviations will help you understand the most used expressions and terms in the business world. If you want to go one step further and discover resources that allow you to satisfy the needs of your clients and agents while increasing the performance of your company, we have a recommendation for you.
Zendesk for Customer Service offers a comprehensive solution that is easy to use and has the ability to grow with your business.
Customer service is more than just the customer; it also includes your business and your teams. Apart from making life easier for your customers, Zendesk also sets up your team for success and keeps your business on the same page. It's everything you needed, in a single advanced package.