Glossary - S

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Safe To Fail 

Safe-to-fail in the context of DMM applies to organization environments where teams and their members can feel comfortable being creative without the fear of blame or repercussions if they aren't successful. This creates a culture that tolerates taking initiatives and learning from outcomes without focusing on penalties. (Source 1)

Search Engine Optimization  

Process of maximizing the number of visitors to a particular website by ensuring that the site appears high on the list of results returned by a search engine.  (Source 3)


A user can self-configure a product or service to meet their needs more precisely, usually via a digital interface.  (Source 1)

Service Assurance 

Service Assurance is considered an operational process in the Business Process Framework (eTOM) that is mostly to do with handling and rectifying fault conditions including inconsistences.  

Service/Site Reliability Engineering 

“SRE is fundamentally doing work that has historically been done by an operations team but using engineers with software expertise and relying on the fact that these engineers are inherently both predisposed to, and have the ability to, substitute automation for human labor.” (Source 16)

Single Customer view 

A single customer view is the presentation of aggregated, consistent, and holistic data an organization has on a particular customer based on a 'single source of truth'. (Source 1)

Single source of truth 

Ensures everyone in the organization bases business decisions on the same data.  (Source 1)

SOA (Service Oriented Architecture)

A set of principles and methodologies for designing and developing software in the form of interoperable services. These services are well-defined business functions that are built as loosely coupled software components (i.e., discrete pieces of code and/or data structures) that can be reused for different purposes and generally called by API's. 

Social Commerce 

Retail models or e-commerce practices that incorporate social media, user-generated content or social interaction.  (Source 3)

Social Media Marketing  

Use of social media platforms and websites to promote a product or service. (Source 3)

Social Ties 

Social ties encourage customer loyalty to a brand by establishing relationships between customers of that brand. For example, Nike+ allows its customers to compete against each other and compare training progress, while Spotify allows friends to share playlists via its platform.  (Source 1)

Software as a Service (SaaS) 

Software distribution model in which a third-party provider hosts applications and makes them available to customers over the internet. (Source 3)

Structural Ties 

Structural ties encourage customer retention by making it inconvenient for a customer to move to another supplier. Structural ties can negatively or positively impact customer experience. For example, banks have very low churn not always out of loyalty, but because it is not easy to change bank accounts. Apple, on the other hand, creates loyalty by integrating convenient functionality such as FaceTime across its product line which is lost when moving to a non-Apple product.    (Source 1)

Supply Chain Operations 

Supply chain operations is the activities systems, structures and processes that plan and execute the flow of goods and services from supplier to customer.  (Source 17)

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