We know the enablement industry can be confusing to navigate. Consult this glossary of terms or our FAQs to avoid any head-scratching moments.
AI-guided selling combines human intelligence and machine learning to create more intelligent buyer engagement. AI engines analyze contextual data at scale to generate intelligent recommendations that create new opportunities and drive more consistent revenue.
Buyer engagement is a pattern of interactions between prospects and customer-facing teams, beginning as early as the research stage of the buyer journey. As deal cycles progress, buyer engagement consists of face-to-face interactions as well as omnichannel content experiences.
Content analytics offers a comprehensive view of how and when content is shared, who consumes it, and how it influences revenue. This type of data provides organizations actionable insights to optimize content and workflows, enhance storytelling, and improve business outcomes.
A content audit is the process of analyzing existing content to determine what is fresh and what needs to be updated. Content audits are often conducted on a quarterly or bi-annual basis.
Content automation enables sellers to easily create compliant, personalized content at scale by eliminating manual and repetitive tasks. Content automation tools stream data from external sources such as a CRM or spreadsheet to ensure sellers create the right content for the right buyer.
Sales content management enables go-to-market (GTM) teams to store and organize content in an easily accessible system. This empowers sellers to quickly find, personalize, and share the right content with the right audience.
Content marketing is the strategic use of sales collateral to educate, engage, and influence prospects as they move through the buyer journey.
No two buyers are the same — each person has unique challenges and needs. Content personalization ensures that the content sellers use to engage buyers aligns with their unique situation.
Customer effort score (CES)
A CES measures how much effort your customers have to use to get their problem resolved, request fulfilled, or question answered.
Customer satisfaction score (CSAT)
A CSAT score is based on how happy your customers are about a product, transaction, or interaction. It’s a short-term metric that looks at your customer’s relationship with your organization at an exact moment.
Customer service training
Customer service training provides agents with the knowledge, skills, and competencies they need to deliver exceptional levels of customer service and support.
Rather than knowledge that’s delivered top down from leaders and trainers, democratized learning includes training and knowledge sharing with peers and teammates.
Digital sales room
A digital sales room is a centralized location or microsite where sales reps and buyers can collaborate and access content that is relevant to the deal cycle. Digital sales rooms are a secure environment where sellers can create differentiated stories and personalized interactions that support buyers throughout their decision-making process.
An enablement cloud is a unified platform that provides customer-facing teams with the right skills, content, and insights to effectively engage buyers and drive growth.
First-contact resolution (FCR)
Also known as first-call resolution, FCR is when customer service agents properly address a customer’s needs in the first interaction. In doing so, there is no need for customers to reach back out to an organization for additonal assistance on the same problem or topic.
Knowledge management is the process of harnessing, categorizing, and sharing important workplace information across an organization.
Microlearning, also known as bite-sized learning, delivers training content in a small, short-term format.
Nesting is the transition phase for new agents that takes place after the initial onboarding process. During nesting, new agents apply what they learned during onboarding and interact with customers while working with a trainer or more experienced agent.
NPS (net promoter score)
NPS tracks the loyalty of your customers based on how likely they are to recommend your products or services to someone else. It includes numerous factors like your product offerings, brand, and customer service experience.
Omnichannel describes the diverse landscape for buyer journeys because modern buyers engage across a variety of digital channels including email, text, social media, and websites.
Onboarding is the cycle that a new employee goes through to become familiar with their new job and company. Onboarding integrates new hires into the organization and ensures they have the foundational knowledge they need to perform in their role.
Online training enables companies to deliver skills, product, and other company-specific training over the internet. This training format is accessible across different devices, such as a computer or smartphone, which allows employees to access training courses when and where they need it.
Peer-to-peer learning is similar to the buddy system in that it involves people training their teammates. This form of collaborative learning means that colleagues on the same team or in a similar role share relatable experiences and information to enhance learning.
A pitch deck is an asset that sellers use to introduce clients, customers, and prospects to your business’ products and services.
Reskilling is the process of training current employees on new skills so they can perform a different job.
Sales acceleration is the strategic use of content, analytics, and resources by go-to-market (GTM) teams to deliver meaningful buyer engagements that increase deal velocity.
Sales coaching builds on the training your sellers already have. Coaching reinforces positive behaviors and skills while improving gaps in performance.
Sales collateral includes an organization’s sales and marketing materials that sellers share throughout the buying process. Sales collateral is a valuable asset for boosting conversions and driving revenue growth.
Sales enablement is the strategic use of people, processes, and technology to improve sales productivity and increase revenue.
Sales enablement strategy
A sales enablement strategy is a well-defined plan to train and coach sales teams, give them the tools and resources they need to advance deals, and access to data and insights that can be used to continuously improve their efforts.
Sales kickoffs are annual or bi-annual events designed to define the go-to-market (GTM) strategy and motivate sellers to reach or exceed their sales targets.
A sales playbook is an all-in-one enablement guide that includes everything a seller needs to go to market effectively — including what to know, what to do, and what to say during an interaction. Sales playbooks include a variety of resources including training materials, sales collateral, key messaging, objection handling tactics, and much more.
Sales readiness is the ability to equip sellers with the knowledge and skills needed to engage with buyers during the sales process. Sales readiness also evaluates and certifies that reps are ready to to do their jobs effectively.
Sales tools are like super-powered assistants for everything a sales team does. They support both top-level strategy and everyday tasks—from pipeline planning and digital sourcing to personalized outreach, training, and engagement.
Service culture is an environment where agents and other customer-facing employees are obsessed with providing superior service. This means going above and beyond to ensure that customers are delighted with your business.
Social selling is the purposeful practice of leveraging social media activity and engagement as a central part of the sales process. The practice embraces two-way communication to build and nurture relationships that may eventually turn into business opportunities.
Soft skills are the people, personality, and communication abilities that employees need in the workplace. These often include personal traits and attributes that enable a person work effectively with others.
Training provides the knowledge and skills that employees need to perform their jobs effectively.
Upskilling improves or elevates existing skills to the next level. Upskilling often occurs throughout an employee’s career path so they can advance to new roles.
Virtual selling takes place when sellers engage with buyers remotely through online processes and technology. These interactions have replaced traditional in-person and face-to-face sales conversations.