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.

SAP Global Trade Services (SAP GTS) - SAP Global Trade Services (GTS) is software that allows companies to support and define import and export trade processes in SAP ERP.
SAP HEC (HANA Enterprise Cloud) - SAP HEC (HANA Enterprise Cloud) is a managed, private cloud hosting service for SAP HANA and its related applications.
SAP Integration Server - SAP Integration Server is the central component of SAP XI (Exchange Infrastructure), the company's enterprise application integration (EAI) product.
SAP MM (SAP Materials Management) - SAP MM (Materials Management) is a module in SAP ERP Central Component (ECC) that provides companies with materials, inventory and warehouse management capabilities.
SAP Planned Delivery Time - SAP Planned Delivery Time (PDT) is a tool within the SAP ERP software used to update manufacturing planning data, namely the scheduled delivery of procured goods and materials so that production plans reflect the most current data.
SAP Plant Maintenance (PM) - SAP Plant Maintenance (PM) is a component of the SAP ERP Central Component (ECC) that helps businesses support and maintain equipment and systems.
SAP Predictive Analytics - SAP Predictive Analytics is business intelligence software from SAP that is designed to enable organizations to analyze large data sets and predict future outcomes and behaviors.
SAP Quality Management (QM) - SAP Quality Management (QM) is a component of SAP ERP Central Component (ECC) that helps businesses implement and run quality control processes.
SAP S/4HANA - SAP S/4HANA is an ERP business suite based on the SAP HANA in-memory database that allows companies to perform transactions and analyze business data in real time.
SAP S/4HANA Cloud - SAP S/4HANA Cloud is a SaaS version of SAP S/4HANA ERP, a suite of integrated business applications.
SAP S/4HANA Finance - SAP S/4HANA Finance is a financial application in the SAP S/4HANA ERP platform.
Sarbanes-Oxley Act - The Sarbanes-Oxley Act of 2002 is a federal law that established sweeping auditing and financial regulations for public companies.
security information management (SIM) - Security information management (SIM) is the practice of collecting, monitoring and analyzing security-related data from computer logs and various other data sources.
service desk - An IT service desk is a communications center that provides a single point of contact (SPOC) between a company, its customers, employees and business partners.
service level - Service level describes, usually in measurable terms, the services a network service provider furnishes a customer within a given time period.
service-level objective - A service-level objective (SLO) is the part of a service-level agreement (SLA) that documents the key performance indicators (KPIs) the customer should expect from a provider.
seven wastes - The seven wastes are categories of unproductive manufacturing practices identified by Taiichi Ohno, the father of the Toyota Production System (TPS).
share of wallet (SOW) or wallet share - Share of wallet (SOW) is a marketing metric used to calculate the percentage of a customer's spending for a type of product or service that goes to a particular company.
SharePoint administrator - A SharePoint administrator is the person who oversees an organization's installation and operation of the Microsoft SharePoint collaboration and content management platform.
shoppable video - A shoppable video is a way for consumers to discover products and make a purchase through links within the video.
Slack software - Slack software is a cloud-based messaging application that enables the personnel in an organization to connect and collaborate.
SNOMED CT (Systematized Nomenclature of Medicine -- Clinical Terms) - SNOMED CT (Systematized Nomenclature of Medicine -- Clinical Terms) is a standardized, multilingual vocabulary of clinical terminology that is used by physicians and other health care providers for the electronic exchange of health information.
social analysis - Social analysis is the practice of systematically examining a social problem, issue or trend, often with the aim of prompting changes in the situation being analyzed.
social commerce - Social commerce is a rapidly growing branch of e-commerce that uses social networks and digital media to facilitate transactions between businesses and customers.
social computing - Social computing is the collaborative and interactive nature of online behavior.
social CRM - Social CRM, or social customer relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites such as Twitter and Facebook.
social currency - Social currency is the personal assets and attributes of an individual that help them succeed in interactive social channels.
social media analytics - Social media analytics is the process of collecting and analyzing audience data shared on social networks to improve an organization's strategic business decisions.
social media metrics - Social media metrics are the various data points that enable a company to gauge the impact of social media activity on its revenues.
solution provider - A solution provider is a vendor, service provider or value-added reseller (VAR) that comprehensively handles the project needs of their client from concept to installation through support.
speech analytics - Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.
speech recognition - Speech recognition, or speech-to-text, is the ability of a machine or program to identify words spoken aloud and convert them into readable text.
spoliation - Spoliation is the destruction, alteration, or mutilation of evidence that may pertain to legal action.
statistical analysis - Statistical analysis is the collection and interpretation of data in order to uncover patterns and trends.
subscription management - Subscription management is the process of overseeing and controlling all aspects of products and services sold repeatedly through a weekly, monthly, quarterly or yearly subscription-based pricing model.
supply chain analytics - Supply chain analytics refers to the processes organizations use to gain insight and extract value from the large amounts of data associated with the procurement, processing and distribution of goods.
supply chain execution (SCE) - Supply chain execution (SCE) is the flow of tasks involved in the supply chain, such as order fulfilment, procurement, warehousing and transporting.
supply chain management (SCM) - Supply chain management (SCM) is the optimization of a product's creation and flow from raw material sourcing to production, logistics and delivery to the final customer.
supply chain planning (SCP) - Supply chain planning (SCP) is the process of anticipating the demand for products and planning their materials and components, production, marketing, distribution and sale.
surveillance capitalism - Surveillance capitalism is an economic theory proposed by Harvard Business School Professor Emerita Shoshana Zuboff in 2014 that describes the modern, mass monetization of individuals' raw personal data in order to predict and modify their behavior.
system of record (SOR) - A system of record (SOR) is an information storage and retrieval system that stores valuable data on an organizational system or process.
tag management system - A tag management system (TMS) is a software solution used to manage the tags used in digital marketing.
talent management software (TM software) - Talent management software is technology that human resource management professionals use to manage employees as a competitive advantage.
Taleo - Taleo is a cloud-based talent management software vendor that was acquired by Oracle in February 2012.
TAM SAM SOM - TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.
targeted ad (targeted advertising) - A targeted ad, or targeted advertising, is a method of displaying advertisements to a specific group of people based on their demographics, behavior, interests, or other criteria.
technology adoption lifecycle - The technology adoption lifecycle describes how different customers accept and adopt new technology, with early adopters enthusiastically embracing new products and services, and later adopters taking longer to make a purchase decision.
terms of service (ToS) - Terms of service (ToS) is a type of document stating details about what a service provider is responsible for as well as user obligations that must be adhered to for continuation of the service.
test marketing - Test marketing is a method that aims to explore consumer response to a product or marketing campaign by making it available on a limited basis to test markets before a wider release.
tier 1 vendor - A tier 1 vendor is one of the largest and most well known in its field -- often enjoying national or international recognition and acceptance.
tier 2 vendor - A tier 2 vendor is a smaller and less well-known provider as compared to a tier 1 vendor and is often also limited in its geographic coverage as well.
TikTok - TikTok is a social media platform that allows users to create, share and discover short-form videos.
ToFu, MoFu and BoFu - ToFu, MoFu and BoFu is a method used by sales and marketing professionals to pace and cater their approach to sales leads within a sales funnel, depending on the customer’s current phase of the purchase decision.
tokenization - Tokenization is the process of replacing sensitive data with unique identification symbols that retain all the essential information about the data without compromising its security.
Top searches of 2008 - What were people searching the WhatIs.
transactional data - In computing, transactional data is the information collected from transactions.
transportation management system (TMS) - A transportation management system (TMS) is specialized software for planning, executing and optimizing the shipment of goods.
Twitter - Twitter is a free social networking site where users broadcast short posts known as tweets.
two-tier ERP - Two-tier ERP is a technology strategy taken by large, multinational enterprises that uses tier 1 ERP for financials and other core common processes at the corporate level and tier 2 ERP for divisions, subsidiaries and smaller locations of the company to address specific needs.
Tyk - Tyk is an open source application program interface (API) gateway management tool.
vanity URL (vanity uniform resource locator) - A vanity URL (vanity uniform resource locator) is a simplified version of a URL that users enter into their browsers in place of the original URL.
vertical market - A vertical market is made up of companies that offer goods and services to meet the needs of customers in a specific industry or niche market.
video marketing - Video marketing is the use of video content to promote a brand, product or service.
virtual appliance - Considered a software equivalent of a hardware device, a virtual appliance (VA) is a preconfigured software solution.
virtual classroom - A virtual classroom is an online learning environment.
virtual desktop - A virtual desktop is a computer operating system that does not run directly on the endpoint hardware from which a user accesses it.
virtual machine escape - A virtual machine escape is an exploit in which an attacker runs code on a VM that lets the operating system (OS) running within it break out and interact directly with the hypervisor.
virtual SAN appliance (VSA) - A virtual SAN appliance (VSA) is a software bundle that allows a storage manager to turn the unused storage capacity in his network's virtual servers into a storage area network (SAN).
voice of the customer (VOC) - Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences.
Warehouse control system (WCS) - Warehouse control system (WCS) is a software application for orchestrating activity flow within a warehouses and distribution center.
warehouse management system (WMS) - A warehouse management system (WMS) consists of software and processes that allow organizations to control and administer warehouse operations from the time goods or materials enter a warehouse until they move out.
weak tie theory - Weak tie theory is the proposition that acquaintances are likely to be more influential than close friends, particularly in social networks.
web analytics - Web analytics is the process of analyzing the behavior of visitors to a website by tracking, reviewing and reporting the data generated by their use of the site and its components, such as its webpages, images and videos.
web content management system (WCMS) - A web content management system (WCMS) is a type of content management system (CMS) that provides an organization with a way to manage digital information on a website through creating and maintaining content without prior knowledge of web programming or markup languages.
What are buyer personas? - A buyer persona is a composite representation of a specific type of customer in a market segment.
What are virtual agents and how are they being used? - A virtual agent -- sometimes called an intelligent virtual agent (IVA) -- is a software program or cloud service that uses artificial intelligence (AI) technologies, such as machine learning (ML) and natural language processing (NLP) to provide automated services or guidance to humans.
What is a 360-degree customer view? - The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view.
What is a business intelligence dashboard (BI dashboard)? - A business intelligence dashboard, or BI dashboard, is a data visualization and analysis tool that displays on one screen the status of key performance indicators (KPIs) and other important business metrics and data points for an organization, department, team or process.
What is a call center? Everything you need to know - A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers.
What is a contact center? - A contact center is a central point from which organizations manage all customer interactions across various channels.
What is a content management system (CMS)? - A content management system (CMS) is a software application that lets users create, edit, collaborate on, publish and store digital content.
What is a customer effort score (CES)? - Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.
What is a decision support system (DSS)? - A decision support system (DSS) is a computer program used to improve a company's decision-making capabilities.
What is a private cloud? - Private cloud is a type of cloud computing that delivers similar advantages to public cloud, including scalability and self-service, but through a proprietary architecture.
What is a sales funnel? Everything you need to know - A sales funnel, also called a 'purchase funnel,' is the visual representation of the customer journey, depicting the sales process from awareness to action.
What is a sales pipeline? - A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.
What is a virtual contact center? - A virtual contact center (VCC) is a type of call center in which an organization's representatives are geographically dispersed, rather than situated at workstations in one location.
What is an inbound call? - An inbound call is typically initiated by a customer to a call center or contact center.
What is an outbound call? - An outbound call is one initiated by a contact center agent to prospective customers and focuses on sales, lead generation, telemarketing and fundraising.
What is BCDR? Business continuity and disaster recovery guide - Business continuity (BC) and disaster recovery (DR) are closely related practices that support an organization's ability to remain operational after an adverse event.
What is brand recognition? - Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tagline, packaging or advertising campaign.
What is call management? - Call management is a process in which inbound telephone calls are routed to call center agents.
What is closed loop reporting? - Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.
What is cloud computing? Types, examples and benefits - Cloud computing is a general term for the delivery of hosted computing services and IT resources over the internet with pay-as-you-go pricing.
What is contact center as a service (CCaaS)? - Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure.
What is continuous integration (CI)? - Continuous integration (CI) is a software development practice in which frequent and incremental changes are routinely added (integrated) to the complete codebase immediately after the changes and additions are tested and validated.
What is CPQ software (configure price quote software)? - CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services.
What is customer experience (CX) and why is it important? - Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services.
What is customer experience management (CXM)? Ultimate guide - Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences.
What is customer insight (consumer insight)? - Customer insight, or consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to drive actions that improve product development and customer support.