Resources
FelagarGlossary
Short definitions for agency delivery, billing, and client experience terms.
- Agency management softwareSoftware that runs delivery, clients, and billing in one agency workspace.
- Client portalA branded space where clients see projects, files, and approvals.
- RetainerA recurring engagement with a set capacity or fee, not a one-off project.
- Billable hoursTime that can be invoiced to a client for delivery work.
- Utilization rateThe share of available hours that is actually spent on client work.
- Capacity planningMatching people and hours to upcoming client work before the week starts.
- Project managementPlanning and tracking delivery work from brief to shipped files.
- KanbanA board of columns that shows work moving from backlog to done.
- Gantt chartA timeline of work items plotted against dates and dependencies.
- Scope creepExtra work that lands after the brief, without a matching change to fee or timeline.
- DeliverableA file or asset the client is meant to review and approve.
- Client approvalA recorded yes on a deliverable or budget, not a thumbs-up in chat.
- Agency CRMA company and people record for clients, not a generic sales-only CRM.
- Sales pipelineStages for inbound and outbound work before it becomes a project.
- Profit marginWhat remains after delivery cost, time, and tools are paid for.
- Fixed feeA project priced as one amount, independent of hours spent.
- Time and materialsBilling actual hours and costs, usually with an estimate up front.
- White labelClient-facing surfaces that wear the agency brand, not the vendor brand.
- SOWStatement of work: the written scope, timeline, and commercial terms for an engagement.
- MRRMonthly recurring revenue from retainers and subscriptions, not one-off projects.
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