The digital adoption glossary
Clear definitions of the terms you'll meet when choosing, rolling out and measuring adoption software, each with an example and links to go deeper.
C
Change management
The structured approach to helping people adopt new processes or software, from communication and training to measuring adoption.
Read definitionChurn
The rate at which customers or users stop using a product or cancel their subscription over a period of time.
Read definitionContent authoring
The work of creating and maintaining in-app guidance, help articles and training content.
Read definitionContextual help
Help content that appears based on where the user is and what they are doing, rather than in a separate manual or help site.
Read definitionCustomer education
Structured training, such as courses, learning paths and certifications, that helps customers and partners become proficient with a product.
Read definitionD
Data validation (in-app)
Rules shown inside an application that check what users enter and prevent incomplete or incorrect data before it is saved.
Read definitionDigital adoption platform (DAP)
Software that sits on top of other applications and guides people through them with in-app walkthroughs, tips, self-help and analytics.
Read definitionDigital transformation
The organisation-wide shift to digital tools and processes, which only delivers value when people adopt the new ways of working.
Read definitionH
L
Learning management system (LMS)
Software for creating, delivering and tracking training courses for employees, customers or partners.
Read definitionLearning path
A sequence of courses or lessons designed to take a learner from one level of skill to another, often ending in a certification.
Read definitionM
Microlearning
Training delivered in short, focused pieces, typically a few minutes long, that cover one idea or task at a time.
Read definitionMonthly active users (MAU)
The number of unique users who use a product at least once in a month; many onboarding and analytics tools price on it.
Read definitionP
Product analytics
Tools and methods for measuring how people use a software product, such as which features they use, where they drop off and who keeps coming back.
Read definitionProduct tour
A guided introduction to a software product, usually shown to new users, that highlights key features and how to use them.
Read definitionProduct-led growth (PLG)
A go-to-market strategy where the product itself drives acquisition, conversion and expansion, often through free trials or freemium plans.
Read definitionProof of concept (POC)
A short, structured trial of a tool on your own systems and use cases, run before signing a contract to confirm it works as promised.
Read definitionR
Request for proposal (RFP)
A formal document asking vendors to respond to your requirements and pricing questions in a consistent format so proposals can be compared.
Read definitionRetroactive analytics (autocapture)
Analytics that capture user interactions automatically so you can analyse past behaviour without tagging events in advance.
Read definitionS
SCORM
A widely used technical standard that lets e-learning content run and report progress in different learning management systems.
Read definitionSelf-help widget (resource center)
A searchable help panel inside an application where users find guides, articles and videos without leaving their work.
Read definitionSession replay
A reconstruction of a user's visit to a product, showing clicks, scrolls and navigation, to understand where people struggle.
Read definitionSoftware adoption rate
The share of intended users who actively use a piece of software, usually measured as active users divided by licensed or eligible users.
Read definitionT
Time to value (TTV)
How long it takes a new user or customer to get their first meaningful benefit from a product.
Read definitionTooltip (smart tip)
A small message attached to a specific button or field that explains what it does or what to enter.
Read definitionTotal cost of ownership (TCO)
The full cost of a software tool over its life, including licences, implementation, internal time, training and maintenance, not just the subscription.
Read definitionNo matching terms. Suggest a term.
Put the terms into practice
All 10 templates in one download: RFP, scoring sheet, business case, rollout plan, scorecard and more. Editable Word and Excel files.
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