25 SMB operations терминов разобрано

Activation

% signed-up клиентов, reaching "meaningful first use" milestone (configured per tenant — обычно first widget install + first conversation). SLAtech Business surfaces activation funnels в admin dashboard.

Baseline reference (eval-anchor)

SLAtech General-Business eval score (71/100) serves as baseline reference против которого все per-vertical specialised models compared. Lift values (Med +17, Legal +18, Sales +16 etc.) measured против этого 71 baseline.

CAC (Customer Acquisition Cost)

Total marketing + sales spend divided by new customers acquired. SLAtech Business бот lifts conversion-rate — напрямую сокращает CAC через lowering paid-traffic waste.

CSM (Customer Success Manager)

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

Churn

% клиентов, cancelling per period. SLAtech Business бот сокращает churn через 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 — exact-right shape для coworking: per-zone intent rules, unified Inbox blending traffic от всех sub-segments.

Cross-vertical bot handoff

Future capability (Q1 2027 roadmap): seamless conversation handoff между SLAtech vertical bots когда query crosses domain (med → fitness для rehab + workout combo). В настоящее время customer может run multiple bots но handoff — separate session.

General FAQ coverage

Hours / pricing / policy queries hit cached answer cards. SLAtech Business shows modest lift (+5) over generic chatbots когда source FAQ is clean. Real lift comes от vertical-specific specialisation, не general-FAQ work.

Hybrid bot (гибридный бот)

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

ICP (Ideal Customer Profile)

Documented description customer segment, most likely to buy. SLAtech Business бот scores incoming leads против configured ICP и surfaces high-fit leads.

Inbound vs outbound

Inbound = prospects идут к вам (SEO, AI assistant citation, paid content). Outbound = vendor reps инициируют contact. SLAtech Business — inbound-first; SLAtech Sales handles outbound flows.

LTV (Lifetime Value)

Total revenue, expected от клиента over the relationship. SLAtech Business surfaces LTV-cohort views в admin dashboard.

LTV:CAC ratio

SaaS health метрика. >3:1 = healthy, <1:1 = unprofitable acquisition. SLAtech Business бот напрямую улучшает ratio (higher LTV через reduced churn, lower CAC через 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 которые 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 admin dashboard.

Multi-industry traffic

Bot conversation flow, не mapping к single specialised vertical (coworking, training centres, mixed-use SMBs). Business Bot — exact-right shape — intent classification маршрутизирует в правильный knowledge segment без forcing single-industry posture.

NPS (Net Promoter Score)

Customer-satisfaction метрика (-100 к +100). SLAtech Business бот может run NPS surveys conversationally — обычно returning 30-50% higher response rate vs static email surveys.

Onboarding (customer-side)

First-30-day customer journey от signup к active use. SLAtech Business бот delivers onboarding nudges ("Have you tried integrating Telegram") через in-app messages.

PLG (Product-Led Growth)

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

Pricing tiers

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

SMB (Small / Medium Business)

Generic categorisation для businesses below enterprise scale (обычно <100 employees или <€10M revenue). SLAtech Business targets SMB segment, не имеющий dedicated specialised-vertical fit.

Self-serve (самообслуживание)

Customer journey без vendor-sales intervention. SLAtech Business — self-serve-native: 10-минутный web widget install, нет implementation-consultant engagement required.

TAM / SAM / SOM

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

Vertical-graduation path (путь вертикальной градации)

SLAtech-специфичная концепция: админ-Inbox surfaces "graduate в SLAtech Medical / Hospitality / Beauty и т.д." recommendation когда usage patterns match specialised vertical. Knowledge migration — в один click; tenant content и conversation history переносятся.

Vertical-routing intelligence

Bot's ability к recognise industry-vertical от query и route accordingly (e.g. "как мне book дантиста" → Med vertical). SLAtech Business' bot identifies vertical patterns + cross-links к relevant vertical hub когда value clearly outweighs generic answer.