The acts of uncovering information and studying it to understand its meaning and/or value.

The renewal of a service contract at the end of the existing contract’s term (for example on an annual basis). This might be automated (where the customer is passive and the contract automatically extends for another term) or it might require the customer to take a positive action (such as signing a new contract).

The act of managing activities and measuring progress to guide and direct efforts to the successful achievement of a goal.

The entire activity takes place to attain the desired result.

The revenue generated from using a product, service or solution, minus the combined capital and operational expenditure. Calculated by subtracting Total Expenditure from Revenue (technically this is called Gross Profit). The term ROI is sometimes used to describe profit (see below).

A separately billable service that may be sold alongside the core product or service. These might include consultancy, management, development and so on.

The entire length of time in which a product or service is used by a customer before it is replaced.

The act of determining what activities need to be done and how they should be done in order to achieve a goal.

A group of users who share the same adoption needs.

The direct result of performing an activity, which can be measured to determine the value of that activity.