Glossary · 91 terms
Floe glossary
SaaS onboarding, product-led growth, demo automation, customer success, and AI agents. Every entry connects back to how Floe runs a live demo.
A9 terms
Activation RateThe percentage of new users who complete a defined set of actions that predict long-term retention and conversion.Agentic AIAI systems that autonomously plan, execute, and adapt multi-step tasks toward a goal rather than responding to single prompts.Aha MomentThe instant a user first realizes the genuine value of a product, making continued usage feel obvious.AI AgentAutonomous software that perceives its environment, makes decisions, and takes actions to accomplish goals without step-by-step instructions.AI CopilotAn AI assistant embedded within software that works alongside users, suggesting actions and automating tasks while keeping the human in control.AI Demo AgentAn autonomous AI system that conducts live, personalized product demonstrations by navigating the actual application and conversing with prospects.AI OverlayAn AI-powered interface layer that sits on top of an existing web application, providing guidance and automation without modifying the underlying product.AI SDRAn AI SDR is an AI agent that does a sales development rep's work: prospecting, responding to inbound leads, qualifying them and booking meetings for account executives.AI Video AvatarAn AI video avatar is a generated, lifelike video presenter that speaks and reacts in real time, used as the face of an AI agent in sales, support or training conversations.
B5 terms
BANTBANT is a lead qualification framework that checks four things about a prospect: Budget, Authority, Need and Timeline.Bottom-Up AdoptionA software buying pattern where individual users or teams adopt a product before any top-down purchasing decision is made.Browser AutomationTechnology that programmatically controls a web browser to perform actions like clicking, typing, and navigating without human input.Buyer EnablementThe practice of equipping prospective buyers with the information, tools, and experiences they need to make a confident purchase decision.Buying SignalA prospect behavior or action that indicates readiness to purchase, used to prioritize sales outreach and timing.
C13 terms
Champion EnablementThe process of equipping an internal advocate within a buyer's organization to sell your product to their own colleagues and decision-makers.Churn RateThe percentage of customers who cancel or stop using a product within a given time period.Contextual HelpIn-product assistance delivered at the exact moment and location where a user encounters friction, based on their current activity.Conversational AIAI systems that engage in natural, multi-turn dialogue with humans through text or voice, understanding context and intent across exchanges.Conversational MarketingConversational marketing engages website visitors in real-time conversation, through live chat, chatbots or AI agents, to answer questions, qualify them and book meetings instead of sending them to a form.Customer Acquisition CostThe total cost of acquiring a new customer, including all sales and marketing expenses divided by the number of customers acquired.Customer ActivationThe process of guiding a new user from signup to the specific behaviors that predict long-term retention and revenue.Customer Effort ScoreA survey metric measuring how easy or difficult customers find it to accomplish a specific task or resolve an issue with your product.Customer Engagement ScoreA composite metric that measures how actively and meaningfully a customer interacts with a product across usage dimensions.Customer Health ScoreA composite metric that predicts whether a customer will renew, expand, or churn based on usage patterns and engagement signals.Customer LifecycleThe complete sequence of stages a customer moves through from first awareness of a product to long-term retention, expansion, or churn.Customer Lifetime ValueThe total revenue a business expects to earn from a single customer account over the entire duration of their relationship.Customer SuccessA proactive discipline focused on ensuring customers achieve their desired outcomes, driving retention, expansion, and advocacy.
D10 terms
Demand CaptureDemand capture is the part of B2B marketing that converts buyers who are already looking for a solution, through search, review and comparison sites, and the website's pricing and demo pages.Demo AutomationTechnology that delivers product demonstrations without requiring a live sales engineer, enabling self-serve or AI-guided demo experiences.Demo EnvironmentA dedicated, pre-configured instance of a product used exclusively to demonstrate its capabilities to prospective customers.Demo No-Show RateDemo no-show rate is the share of booked product demos that the prospect does not attend, calculated as demos missed divided by demos booked.Demo Request FormA demo request form is the website form a prospect fills in to ask for a product demo, usually collecting contact details and a few qualifying answers before sales follows up to schedule it.Demo-Led GrowthA go-to-market strategy where interactive product demonstrations serve as the primary engine for acquiring, qualifying, and converting customers.Demo-Qualified LeadA demo-qualified lead is a prospect who has seen the product in a demo and answered qualifying questions during it, so sales receives both their fit and what they looked at.Demo-to-Close RateThe percentage of product demonstrations that result in a closed deal, measuring how effectively demos convert prospects into customers.Digital Adoption PlatformSoftware that overlays on top of other applications to guide users through features and workflows with in-app prompts and walkthroughs.Discovery CallAn initial sales conversation focused on understanding a prospect's pain points, goals, and buying context before presenting a solution.
E4 terms
Empty StateThe screen a user sees when there is no content or data to display, typically on first use of a feature.Escalation RateThe percentage of support interactions that require transfer to a higher-tier agent or specialist to reach resolution.Execution LayerThe component of an AI system that translates decisions and plans into concrete actions performed within software interfaces.Expansion RevenueAdditional revenue generated from existing customers through upsells, cross-sells, seat additions, and increased usage beyond their original contract.
F5 terms
Feature Adoption RateThe percentage of active users who engage with a specific product feature within a given time period after exposure.Feature DiscoveryThe process by which users learn about and begin using product capabilities they were not previously aware of or had not yet adopted.First Contact ResolutionThe percentage of customer support issues resolved during the initial interaction without requiring follow-up or escalation.First-Run ExperienceThe complete sequence of interactions a user has during their very first session with a product, from initial load to first value.Freemium ModelA pricing strategy that offers a permanently free product tier alongside paid plans, using the free experience to drive upgrades.
G4 terms
Gated DemoA gated demo is a product demo a prospect can only see after giving their details or booking a meeting, as opposed to an ungated demo they can see straight away.Go-to-MarketThe strategy and execution plan a company uses to bring a product to its target customers and generate revenue.Gross Revenue RetentionThe percentage of recurring revenue retained from existing customers over a period, excluding any expansion or upsell revenue.Guided WorkflowA step-by-step in-product experience that walks users through a multi-step process, ensuring task completion with contextual help.
I5 terms
ICP ScoringICP scoring rates how closely a prospect matches your Ideal Customer Profile, using company, role, pain and intent signals to prioritise the likeliest buyers.Ideal Customer ProfileA detailed description of the type of company that gets the most value from your product and generates the best business outcomes.In-App GuidanceContextual instructions, prompts, and walkthroughs delivered inside a product to help users accomplish tasks without leaving the interface.Interactive DemoA clickable, guided product experience that lets prospects explore key features and workflows without accessing the live product.Interactive WalkthroughA step-by-step guided experience that walks users through a product workflow by prompting real actions in the live interface.
L3 terms
Land and ExpandA sales strategy where you win a small initial deal within an organization, then grow the account over time through increased usage and adoption.Lead QualificationLead qualification is deciding whether a lead is worth sales time now, by checking their fit with your ideal customer profile and whether they have a real need, authority and timing to buy.Lead RoutingLead routing assigns each new lead to the right sales rep or team, using rules such as territory, company size, account ownership and round-robin, so the lead gets a fast response from the right person.
M4 terms
Marketing-Qualified Lead (MQL)A marketing-qualified lead (MQL) is a lead that marketing judges ready for sales follow-up, based on fit and engagement such as a demo request, repeated visits or content downloads.MCP ConnectionOne person's authorization of one AI tool to act inside one organization, carrying a fixed set of permissions and revocable at any time.Model Context Protocol (MCP)An open standard that lets an AI assistant use an external system's tools, prompts and data through one common interface instead of a custom integration.Monthly Active UsersThe count of unique users who perform a meaningful action within a product during a 30-day period, measuring real engagement.
O3 terms
OAuth ScopeA named permission on an authorization that limits what a connected app may do for the user, whatever that user could do themselves.Onboarding AutomationUsing technology to deliver personalized onboarding experiences at scale without manual human involvement at each step.Onboarding ChecklistA structured list of setup tasks that guides new users through essential product actions to reach their first moment of value.
P10 terms
Personalized DemoA product demonstration tailored to a specific prospect's industry, role, pain points, and use case rather than following a generic script.PresalesPresales is the technical side of the sales process: the sales engineers and solutions consultants who run demos, answer technical questions and prove the product fits before a deal closes.Proactive SupportA support strategy that identifies and resolves customer issues before they escalate, using behavioral data and predictive signals.Product DemoA live or guided presentation of a software product that shows prospects how it solves their specific problems before they buy.Product Qualified LeadA user or account that has demonstrated buying intent through meaningful product usage rather than marketing engagement alone.Product TourA guided, step-by-step walkthrough that introduces users to a product's key features and workflows during their first experience.Product-Led GrowthA go-to-market strategy where the product itself drives user acquisition, expansion, and retention instead of traditional sales teams.Product-Led SalesProduct-led sales (PLS) adds a sales team to a product-led growth motion, using product usage signals to decide which self-serve users and accounts sales should contact.Progressive DisclosureA design strategy that reveals product complexity gradually, showing only what users need at each stage of their journey.Proof of ConceptA limited-scope implementation that validates whether a product can solve a specific customer problem before a full purchase commitment.
S6 terms
Sales EngineerA technical sales professional who demonstrates product capabilities and aligns solutions to prospect requirements during the sales process.Sales-Qualified Lead (SQL)A sales-qualified lead (SQL) is a lead that sales has accepted as a real potential buyer, after qualifying it against criteria such as BANT or ideal customer profile fit.Self-Serve DemoA product demonstration that prospects can experience independently, without a sales rep present.Self-Serve OnboardingAn onboarding model where users independently set up and learn a product without requiring assistance from sales or support teams.Session IntelligenceThe analysis of individual user sessions to extract behavioral patterns, intent signals, and friction points in real time.Speed to LeadSpeed to lead, also called lead response time, is the time between a prospect getting in touch, for example by submitting a demo request, and the first response from your team.
T2 terms
U3 terms
User IntentThe underlying goal a user is trying to achieve when they interact with a product, distinct from the specific actions they take.User OnboardingThe process of guiding new users from sign-up to first value, building habits that drive long-term retention.User SegmentationThe practice of dividing users into distinct groups based on shared characteristics or behaviors to deliver targeted product experiences.
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