Glossary¶
Terms used across the process stream pages. Written for new joiners, so each definition says what the term means in practice, not just what the letters stand for.
| Term | Meaning | Where you'll see it |
|---|---|---|
| C2O – Campaign-to-Order | The journey from a marketing campaign to a booked order | Campaign-to-Order |
| Cash application | Matching a customer payment to the invoices it pays, so they show as paid | Order-to-Cash |
| CPQ – Configure, Price, Quote | The tool sales uses to build accurate quotes from the product catalogue and pricing rules | Campaign-to-Order |
| Credit memo | A document that reduces what a customer owes, for example after a return or billing error | Issue-to-Resolution |
| Deal desk | The team that reviews non-standard pricing, discounts and contract terms before a quote goes out | Campaign-to-Order |
| DDLC – Document Development Life Cycle | The stages a document goes through: plan, research, write, review, publish, maintain | How I run documentation |
| ERP – Enterprise Resource Planning | The finance and operations system of record, for example NetSuite | All streams |
| HCM – Human Capital Management | The system of record for employees, for example Workday | Hire-to-Retire |
| Hypercare | A short period after go-live when the project team gives extra support and fixes issues fast | Plan-to-Implement |
| iPaaS – Integration platform | The middleware that moves data between systems, for example Boomi | All streams |
| MQL – Marketing Qualified Lead | A lead that has shown enough interest and fit to pass to sales | Campaign-to-Order |
| O2C – Order-to-Cash | Everything from a booked order to payment received and applied | Order-to-Cash |
| P2P – Procure-to-Pay | Requesting, approving, buying and paying for goods and services | Purchase request SOP |
| PSA – Professional Services Automation | The tool that manages services projects, staffing and time, for example Kantata | Delivery Apps |
| Q2C – Quote-to-Cash | From quote through order, billing and revenue – overlaps C2O and O2C | Campaign-to-Order |
| RACI | A table showing who is Responsible, Accountable, Consulted and Informed for each step | Order-to-Cash |
| Revenue recognition | Recording revenue in the right period as it's earned, for example with RevPro | Delivery Apps |
| RMA – Return Merchandise Authorisation | Approval for a customer to return a faulty product for repair, replacement or credit | Issue-to-Resolution |
| Sales order | The ERP record that tells operations and finance what to fulfil and bill | Order-to-Cash |
| SAL – Sales Accepted Lead | An MQL that sales has reviewed and agreed to work | Campaign-to-Order |
| SME – Subject Matter Expert | The person who knows the process or system best and reviews the documentation | Before and after |
| System of record | The one system whose data is treated as the truth for a given object | All streams |
| UAT – User Acceptance Testing | Business users testing a change before release to confirm it does what they need | Plan-to-Implement |