Marketing and customer experience

Terms related to business software, including definitions about billing and words and phrases about supply chain, CRM, POS, ERP, accounting, payroll and inventory.

4 P's marketing mix - The marketing mix, also known as the four P's of marketing, refers to the four key elements of a marketing strategy: product, price, place and promotion.
AARRR metrics - AARRR metrics are a measured performance analysis of a startup businesses statistics centered around the response of customers.
ABAP (Advanced Business Application Programming) - ABAP (Advanced Business Application Programming) is the primary programming language supported on the SAP NetWeaver ABAP application server platform and applications that run on it, such as SAP ERP (formerly R/3), S/4HANA and CRM.
account mapping - Account mapping is a strategic process that involves researching and visually organizing the key stakeholders, decision-makers and influencers within a target customer's organization.
account-based experience (ABX) - Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey.
account-based selling - Account-based selling (ABS) is a strategic sales approach in business-to-business sales and marketing that centers around building highly personalized and targeted relationships with specific high-value accounts.
accounts receivable (AR) - Accounts receivable (AR) is an item in the general ledger (GL) that shows money owed to a business by customers who have purchased goods or services on credit.
actionable insights - Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.
Adaptive Insights (formerly called Adaptive Planning) - Adaptive Insights (formerly called Adaptive Planning) is a cloud-based corporate performance management software (CPM) vendor headquartered in Mountain View, California.
Adobe Experience Platform - Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe.
Adobe Sign - Adobe Sign is a cloud-based service that lets an individual or organization send, secure, track and manage e-signature processes.
ADP Mobile Solutions - ADP Mobile Solutions is a self-service mobile app that enables employees to access work records such as pay, schedules, timecards, retirement funds, benefits and calendars.
advanced planning and scheduling (APS) - Advanced planning and scheduling (APS) is a type of system that tracks costs based on the activities that are responsible for driving costs in the production of manufactured goods.
affinity marketing - Affinity marketing is a type of direct marketing in which a business forms a partnership with an organization to provide goods or services in exchange for access to a new market.
AIDA marketing model - The AIDA marketing model is a framework that describes a buyer's journey through four key stages: Attention, Interest, Decision and Action.
Allscripts - Allscripts is a vendor of electronic health record systems for physician practices, hospitals and healthcare systems.
Amazon Elastic Compute Cloud (EC2) - Amazon Elastic Compute Cloud (EC2) is a web-based service that enables businesses to run application programs in the Amazon Web Services (AWS) public cloud.
Amazon Simple Storage Service (Amazon S3) - Amazon Simple Storage Service (Amazon S3) is a scalable, high-speed, web-based cloud storage service.
Apache OpenWhisk - Apache OpenWhisk is an open source and serverless cloud platform that performs functions in response to events.
Apache Solr - Apache Solr is an open source search platform built upon a Java library called Lucene.
Apple Business Manager - Apple Business Manager (ABM) is an online portal for IT administrators who deploy Mac OS, iOS and tvOS devices in an enterprise or educational setting.
application support engineer (ASE) - An application support engineer (ASE) is an IT professional who provides technical support for the range of software their employer uses.
AribaPay - AribaPay is a system for electronic payments for goods and services on the SAP Ariba Network, a global business trading community.
auto attendant (automated attendant) - An automated attendant (AA) is a telephony system that transfers incoming calls to various extensions as specified by callers, without the intervention of a human operator.
Automated Clearing House fraud (ACH fraud) - ACH fraud is the theft of funds through the U.
availability bias - In psychology, the availability bias is the human tendency to rely on information that comes readily to mind when evaluating situations or making decisions.
Average handle time (AHT): What it is and how to improve it - Average handle time (AHT) is the average amount of time it takes a call center agent to complete a customer phone call.
B2B (business to business) - B2B (business-to-business) is a type of commerce involving the exchange of products, services or information between businesses, rather than from business to consumer (B2C).
B2C (business-to-consumer) - B2C, or business-to-consumer, is a retail model where products or services move directly from a business to the end user who has purchased the goods or services for personal use.
backfire effect - The backfire effect is the tendency of some people to resist accepting evidence that conflicts with their beliefs.
BAI2 file format - BAI2 file format is a specialized and standardized set of codes used for cash management and bank reconciliations, and introduced by the Bank Administration Institute (BAI).
barcode (or bar code) - A barcode (sometimes seen as two words, bar code) is the small image of lines (bars) and spaces that is affixed to retail store items, identification cards and postal mail to identify a particular product number, person or location.
behavioral targeting - Behavioral targeting is the presentation of content and marketing based on the previous choices of users across websites.
Betterworks - Betterworks is performance management software that helps workforces and organizations to improve manager effectiveness and employee performance, strengthening manager-employee relationships.
booking engine - A booking engine is a software as a service (SaaS) application used by hospitality businesses to provides guests with the opportunity to reserve a property online.
box plot - A box plot is a graphical rendition of statistical data based on the minimum, first quartile, median, third quartile, and maximum.
brand - A brand is a product, service or concept that is publicly distinguished from other products, services or concepts so that it can be easily communicated and usually marketed.
building management system - A building management system (BMS) is a control system that can be used to monitor and manage the mechanical, electrical and electromechanical services in a facility.
business continuity software - Business continuity software is an application or suite designed to make business continuity planning/business continuity management (BCP/BCM) processes, metrics and compliance more efficient and accurate.
business process automation (BPA) - Business process automation (BPA) is the use of advanced technology to complete business processes with minimal human intervention.
business process management software (BPMS) - Business process management software (BPMS) helps companies design, model, execute, automate and improve a set of activities and tasks that, when completed, achieve an organizational goal.
Business Process Model Notation (BPMN) - Business Process Modeling Notation (BPMN), also called Business Process Model and Notation, is an open standard to diagram a business process.
business rules engine (BRE) - A business rules engine (BRE) is a software component that allows non-programmers to add or change business logic in a business process management (BPM) system.
buzz marketing - Buzz marketing is a viral marketing technique focused on maximizing the word-of-mouth potential of a campaign or product.
California Consumer Privacy Act (CCPA) - The California Consumer Privacy Act (CCPA) is legislation in the state of California that supports an individual's right to control their own personally identifiable information (PII).
card verification value (CVV) - Card verification value (CVV) is a combination of features used in credit, debit and automated teller machine (ATM) cards for the purpose of establishing the owner's identity and minimizing the risk of fraud.
channel partner portal - A channel partner portal is a web-based application that provides a vendor's established partners (usually distributors, resellers, service providers or other strategic partners) with access to deal registration, marketing resources, pricing and sales information for products and services, as well as technical details and support that are unavailable to other end users.
chatbot - A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions.
chief customer officer (CCO) - A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics.
chief experience officer (CXO) - A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.
chief marketing officer (CMO) - A chief marketing officer (CMO) is a C-suite executive responsible for overseeing the planning, development and execution of an organization's marketing and advertising initiatives.
chief privacy officer (CPO) - A chief privacy officer (CPO) is a corporate executive charged with developing and implementing policies designed to protect employee and customer data from unauthorized access.
Cisco Webex - Cisco Webex is a video conferencing and collaboration product suite.
clinical decision support system (CDSS) - A clinical decision support system (CDSS) is an application that analyzes data to help healthcare providers make decisions and improve patient care.
cloud analytics - Cloud analytics is a service model in which one or more key element of data analytics is provided through a public or private cloud.
cloud contact center - A cloud contact center is managed by an outside vendor in a remote location.
cloud encryption - Cloud encryption is a service cloud storage providers offer whereby a customer's data is transformed using encryption algorithms from plaintext into ciphertext and stored in the cloud.
cloud ERP - Cloud ERP is a type of enterprise resource planning software that runs on a provider's cloud computing platform, rather than on premises on an enterprise's own computers.
cloud SLA (cloud service-level agreement) - A cloud SLA (cloud service-level agreement) is an agreement between a cloud service provider and a customer that ensures a minimum level of service is maintained.
Cloudability - Cloudability is a software vendor that provides financial management tools for monitoring and analyzing cloud computing costs.
cold calling - Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.
compensating control (alternative control) - A compensating control, also called an alternative control, is a mechanism that is put in place to satisfy the requirement for a security measure that is deemed too difficult or impractical to implement at the present time.
competitive differentiation - Competitive differentiation is a strategic positioning tactic an organization can undertake to set its products, services and brands apart from those of its competitors.
complex event processing (CEP) - Complex event processing (CEP) is the use of technology to predict high-level events.
compliance - Compliance is the state of being in accordance with established guidelines or specifications, or the process of becoming so.
computer numerical control (CNC) - Computer numerical control (CNC) is a manufacturing method that automates the control, movement and precision of machine tools through the use of preprogrammed computer software, which is embedded inside the tools.
consignment inventory - Consignment inventory is a supply chain model where the supplier retains ownership of the products until they are sold by the retailer, reducing the financial risk for retailers and allowing suppliers to access broader markets.
consumer data - Consumer data is the information that organizations collect from individuals who use internet-connected platforms, including websites, social media networks, mobile apps, text messaging apps or email systems.
consumer privacy (customer privacy) - Consumer privacy, also known as customer privacy, involves the handling and protection of the sensitive personal information provided by customers in the course of everyday transactions.
contact center agent (call center agent) - A contact center agent is a person who handles incoming or outgoing customer communications for an organization.
contact center infrastructure - A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.
contact center schedule adherence - Contact center schedule adherence is a standard metric used in business contact centers to determine whether contact center agents are working the amount of time they are scheduled to work.
content analytics - Content analytics, also known as content intelligence, is the process of measuring and analyzing how users interact and engage with digital content.
contextual marketing - Contextual marketing is an online marketing strategy model in which people are served with targeted advertising based on their search terms or their recent browsing behavior.
control framework - A control framework is a data structure that organizes and categorizes an organization’s internal controls, which are practices and procedures established to create business value and minimize risk.
conversational marketing - Conversational marketing is marketing that engages customers through dialogue.
conversion rate optimization - In online marketing, conversion rate optimization (CRO) is a strategic approach to increasing the percentage of website visitors who follow a desired call to action.
core banking system - A core banking system is the software that banks use to manage their most critical processes, such as customer accounts, transactions and risk management.
corporate culture - Corporate culture is the collection of values, beliefs, ethics and attitudes that characterize an organization and guide its practices.
correlation - Correlation is a statistical measure that indicates the extent to which two or more variables fluctuate in relation to each other.
correlation coefficient - A correlation coefficient is a statistical measure of the degree to which changes to the value of one variable predict change to the value of another.
cost management - Cost management is the process of planning and controlling the budget of a business.
cost per engagement (CPE) - Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.
CRM (customer relationship management) - Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.
CRM (customer relationship management) analytics - CRM (customer relationship management) analytics comprises all of the programming that analyzes data about customers and presents it to an organization to help facilitate and streamline better business decisions.
CRUD cycle (Create, Read, Update and Delete Cycle) - The CRUD cycle describes the elemental functions of a persistent database in a computer.
curation - Curation is a field of endeavor involved with assembling, managing and presenting some type of collection.
customer analytics (customer data analytics) - Customer analytics, also called customer data analytics, is the systematic examination of a company's customer information and behavior to identify, attract and retain the most profitable customers.
customer base - Customer base is the group of clients to whom a business markets and sells their goods or services.
customer data integration (CDI) - Customer data integration (CDI) is the process of defining, consolidating and managing customer information across an organization's business units and systems to achieve a "single version of the truth" for customer data.
customer data management (CDM) - Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized.
customer data platform (CDP) - A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that can be collected, viewed or accessed by other systems.
customer demographics - Customer demographics are categories of consumer populations that are relevant to a business' purposes, such as marketing and product design.
customer engagement - Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness.
customer journey map - A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.
customer journey orchestration - Customer journey orchestration is the coordination of customer experiences in real time, in an omnichannel environment, to better understand customer needs and encourage further interaction with a brand.
customer lifecycle - In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.
customer retention - Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time.
customer satisfaction (CSAT) - Customer satisfaction (CSAT) is a measure of the degree to which a product or service meets customer expectations.
customer self-service (CSS) - Customer self-service is a type of electronic support (e-support) that allows end users to access information and perform routine tasks without requiring the assistance of a human.