Glossary

A

Agentic surfaces

Places where AI agents take actions inside a product (CRM, PSA, inbox) instead of only answering chat. Coldforge is not an agentic surface — we deliver documents your team runs.

C

Closed-Won

The CRM stage that means the contract is signed (or the equivalent). The deal is won on paper — onboarding risk starts here.

Closed-Won packet

A portable set of documents created right after Closed-Won so Customer Success inherits context: why they bought, the promises, the risks, and the kickoff plan. Kickoff Pack is our version of it.

What a Closed-Won packet is · See Kickoff Pack

Continuity ops

Keeping the buyer’s story continuous from sales to Customer Success to delivery — so the customer hears one version of the deal.

CS Ops Desk

A later Coldforge membership (documents plus credits each month). Still packet-first, not a full project tool.

Ask Coldforge

Customer onboarding

The post-sale process of activating a new customer: setup, training, first value, and handoff into steady-state success.

D

Deal brief

Same family as a handoff brief: a one-page narrative of the deal for the person who wasn’t on every sales call.

H

Headless SaaS

Software whose core value is an API or backend, with little or no branded end-user interface. Agencies and ops teams often glue headless tools together; our packets travel across those stacks without needing one portal.

Hub-and-spoke SEO

A content model: one strong pillar page (the hub) links out to glossary entries and articles (the spokes), which link back. This glossary points into Kickoff Pack and Contact.

I

Implementation churn

Loss of a customer during implementation, before go-live. Related to onboarding churn; often tracked separately from renewal churn.

K

Kickoff agenda

Timed talking points for the first Customer Success call (goals, success criteria, open promises, next steps). Included in Kickoff Pack.

Kickoff Pack

Coldforge’s main offer (CAD $97 + applicable taxes): handoff brief, promise ledger, kickoff agenda, and warm intro email for one Closed-Won deal.

See Kickoff Pack

M

Mutual action plan

A shared checklist of customer-side and vendor-side tasks toward go-live. Our Success Plan upsell is a lightweight document form of this — not a hosted room.

O

Onboarding churn

Customers who cancel or go dark during onboarding — before they reach value. Also called early or “inception” churn in industry writing.

Why Closed-Won breaks

P

Paste-to-packet

Our fulfillment pattern: you paste notes, we return a packet. No deep CRM install required for v1.

Promise ledger

A dated list of commitments sales made (verbal or written), including items not in the contract, so Customer Success doesn’t invent scope. Included in Kickoff Pack.

What is a promise ledger?

S

Sales-to-CS handoff

The transfer of deal context from sales to Customer Success or onboarding. Broken handoffs force buyers to repeat themselves and raise early churn risk.

Read the guide · Ask how we package it

Starter Brief

CAD $49 + applicable taxes: the handoff brief only — why they bought, who matters, and the risks. You can upgrade to Kickoff Pack later.

See Kickoff Pack

T

Time-to-kickoff

Elapsed time from signature (or Closed-Won) to the first structured kickoff meeting. Shorter is usually healthier — packets exist to compress this without losing context.

Time to value (TTV)

How long until the customer gets a real outcome, not just “setup complete.” Handoff quality affects TTV.

W

Warm intro email

A short email from the account executive to the champion, introducing the CSM, referencing deal specifics, and setting kickoff expectations. Included in Kickoff Pack.