25 SMB operations terms defined

Activation

% of signed-up customers who reach а "meaningful first use" milestone (configured per tenant — typically first widget install + first conversation). SLAtech Business surfaces activation funnels в the admin dashboard.

Baseline reference (eval-anchor)

SLAtech General-Business eval score (71/100) serves as baseline reference against which all per-vertical specialised models are compared. Lift values (Med +17, Legal +18, Sales +16, etc.) measured against this 71 baseline.

CAC (Customer Acquisition Cost)

Total marketing + sales spend divided by new customers acquired. SLAtech Business' bot lifts conversion-rate — directly reducing CAC by lowering paid-traffic waste.

CSM (Customer Success Manager)

Vendor-side role focused on customer retention и expansion. SLAtech Business Bot complements (не replaces) CSMs — handles routine support so CSMs focus on strategic expansion conversations.

Churn

% of customers cancelling per period. SLAtech Business' bot reduces churn by handling support-driven cancellations с onboarding rescue flow ("Is something not working? Let's debug.").

Co-working / shared-space

Use case combining multiple business types under one roof (offices, events, training, F&B). SLAtech Business is the exact-right shape for coworking: per-zone intent rules, unified Inbox blending traffic from all sub-segments.

Cross-vertical bot handoff

Future capability (Q1 2027 roadmap): seamless conversation handoff between SLAtech vertical bots when query crosses domain (med → fitness for rehab + workout combo). Currently customer can run multiple bots но handoff is а separate session.

General FAQ coverage

Hours / pricing / policy queries hit cached answer cards. SLAtech Business shows modest lift (+5) over generic chatbots when source FAQ is clean. Real lift comes from vertical-specific specialisation, not general-FAQ work.

Hybrid bot

А single bot serving multiple industry-distinct knowledge segments. SLAtech Business Bot supports hybrid configurations: per-segment intent rules, segment-specific tone-of-voice presets, и а unified admin Inbox showing blended traffic stats.

ICP (Ideal Customer Profile)

Documented description of the customer segment most likely к buy. SLAtech Business' bot scores incoming leads against the configured ICP и surfaces high-fit leads.

Inbound vs outbound

Inbound = prospects come к you (SEO, AI assistant citation, paid content). Outbound = vendor reps initiate contact. SLAtech Business is inbound-first; SLAtech Sales handles outbound flows.

LTV (Lifetime Value)

Total revenue expected from а customer over the relationship. SLAtech Business surfaces LTV-cohort views в the admin dashboard.

LTV:CAC ratio

SaaS health metric. >3:1 = healthy, <1:1 = unprofitable acquisition. SLAtech Business' bot directly improves the ratio (higher LTV via reduced churn, lower CAC via better conversion).

Lead-capture quality

Structured intake captures name + company + role + use-case rather than just contact form fields. SLAtech Business shows lift (+10) vs generic chatbots which collect contact info only — no qualification depth.

MRR / ARR (Monthly / Annual Recurring Revenue)

Aggregate subscription revenue normalised к monthly / annual cadence. SLAtech Business surfaces MRR / ARR cohort views в the admin dashboard.

Multi-industry traffic

Bot conversation flow that doesn't map к а single specialised vertical (coworking, training centres, mixed-use SMBs). Business Bot is the exact-right shape — intent classification routes к the right knowledge segment без forcing а single-industry posture.

NPS (Net Promoter Score)

Customer-satisfaction metric (-100 к +100). SLAtech Business' bot can run NPS surveys conversationally — typically returning а 30-50% higher response rate vs static email surveys.

Onboarding (customer-side)

First-30-day customer journey from signup к active use. SLAtech Business' bot delivers onboarding nudges ("Have you tried integrating Telegram") via in-app messages.

PLG (Product-Led Growth)

GTM strategy где the product itself drives acquisition / activation / expansion. SLAtech Business is PLG-aligned: free 14-day trial, no credit card, in-product upgrade prompts triggered by usage milestones.

Pricing tiers

Productised package levels (Starter / Pro / Scale / Enterprise). SLAtech Business' bot surfaces tier comparison к prospects и handles upgrade conversations.

SMB (Small / Medium Business)

Generic categorisation for businesses below enterprise scale (typically <100 employees или <€10M revenue). SLAtech Business targets the SMB segment that doesn't have а dedicated specialised-vertical fit.

Self-serve

Customer journey без vendor-sales intervention. SLAtech Business is self-serve-native: 10-minute web widget install, no implementation-consultant engagement required.

TAM / SAM / SOM

Total Addressable Market / Serviceable Addressable Market / Serviceable Obtainable Market. SLAtech Business' TAM is global SMB (~400M businesses); SAM is EU + Israel-served SMBs (~50M); SOM is а realistic 12-month addressable subset.

Vertical-graduation path

SLAtech-specific concept: the admin Inbox surfaces а "graduate к SLAtech Medical / Hospitality / Beauty etc." recommendation когда usage patterns match а specialised vertical. Knowledge migration is one-click; tenant content и conversation history carry across.

Vertical-routing intelligence

Bot's ability к recognise industry-vertical from а query и route accordingly (e.g. "how do I book а dentist" → Med vertical). SLAtech Business' bot identifies vertical patterns + cross-links к the relevant vertical hub when value clearly outweighs generic answer.