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.

What is customer intelligence (CI) and how does it help business? - Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.
What is customer profiling? - Customer profiling is the detailed, systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes.
What is customer segmentation? - Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits.
What is data activation? - Data activation is a marketing approach that uses consumer information and data analytics to help companies gain real-time insight into target audience behavior and plan for future marketing initiatives.
What is data aggregation? - Data aggregation is any process whereby data is gathered and expressed in a summary form.
What is data loss prevention (DLP)? - Data loss prevention (DLP) -- sometimes referred to as 'data leak prevention,' 'information loss prevention' or 'extrusion prevention' -- is a strategy to mitigate threats to critical data.
What is Datadog? - Datadog is a monitoring and analytics tool for information technology (IT) and DevOps teams that can be used to determine performance metrics as well as event monitoring for infrastructure and cloud services.
What is demand shaping? - Demand shaping is an operational supply chain management (SCM) strategy where a company uses tactics such as price incentives, cost modifications and product substitutions to entice customers to purchase specific items.
What is deterministic/probabilistic data? - Deterministic and probabilistic are opposing terms that can be used to describe customer data and how it is collected.
What is digital experience (DX)? - Digital experience (DX), also known as 'digital user experience' (UX), is the take-away feeling an end user has after an experience in a digital environment or with a digital technology or device.
What is enterprise content management? Guide to ECM - Enterprise content management is a set of defined processes, strategies and tools that enables a business to obtain, organize, store and deliver critical information to its employees, business stakeholders and customers.
What is Enterprise Service Bus (ESB)? - An enterprise service bus (ESB) is a software platform used to distribute work among connected components of an application.
What is Epicor Software Corp.? - Epicor Software Corp.
What is first call resolution (FCR)? - First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call.
What is greenwashing? - Greenwashing refers to the act of making false or misleading claims about the positive environmental impact that a company, product or service has on the environment.
What is HITECH (Health Information Technology for Economic and Clinical Health) Act of 2009? - The HITECH (Health Information Technology for Economic and Clinical Health) Act of 2009 is legislation that was created to stimulate the adoption of electronic health records (EHR) and the supporting technology in the United States.
What is Hootsuite? - Hootsuite is a social media management platform that helps organizations deliver enhanced social media experiences to their customers at every stage of the customer journey.
What is ICD-9-CM (International Classification of Diseases, Ninth Revision, Clinical Modification)? - The International Classification of Diseases, Ninth Revision, Clinical Modification, also known simply as ICD-9-CM, is the U.
What is Infor? - Infor is a New York-based vendor of ERP and other enterprise business software.
What is inventory management? - Inventory management is the component of supply chain management that tracks and supervises noncapitalized assets -- or inventory -- and stock items.
What is IoT Cloud (Salesforce IoT Cloud)? - IoT Cloud is a Salesforce platform designed to store and process internet of things (IoT) data.
What is lead scoring? - Lead scoring is a methodology sales and marketing departments use to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.
What is lead-to-revenue management (L2RM)? - Lead-to-revenue management (L2RM) is a set of sales and marketing methods focusing on generating revenue throughout the customer life cycle.
What is market segmentation? - Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups.
What is martech (marketing technology)? - Martech (marketing technology) refers to the integration of software tools, platforms and applications designed to streamline and enhance digital marketing.
What is mindshare (share of mind)? - Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market.
What is mobile CRM (mobile customer relationship management)? - Mobile CRM, or mobile customer relationship management, enables those working in the field or remote employees to use mobile devices, such as smartphones and tablets, to access customer data and customer accounts wherever they are.
What is multichannel marketing? - Multichannel marketing refers to the practice of companies interacting with customers via multiple direct and indirect channels to sell them goods and services.
What is natural language processing (NLP)? - Natural language processing (NLP) is the ability of a computer program to understand human language as it’s spoken and written -- referred to as natural language.
What is nearbound marketing? - Nearbound marketing is a strategy that capitalizes on partnerships, networks and trusted connections to generate demand from higher-quality leads.
What is payroll software? - Payroll software automates the process of paying salaried, hourly and contingent employees.
What is PHI (protected or personal health information)? - Protected health information (PHI), also referred to as 'personal health information,' is the demographic information, medical histories, test and laboratory results, physical and mental health conditions, insurance information and other data that a healthcare professional collects to identify an individual and determine appropriate care.
What is podcasting? - Podcasting is the preparation and distribution of digital audio files to the computers of subscribed users using Really Simple Syndication (RSS) feeds.
What is predictive analytics? An enterprise guide - Predictive analytics is a form of advanced analytics that uses current and historical data to forecast activity, behavior and trends.
What is relationship marketing? - Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales.
What is remote desktop protocol (RDP)? - Remote desktop protocol (RDP) is a secure network communications protocol developed by Microsoft.
What is sales motion? - A sales motion is the particular sales method an organization uses to sell and deliver a product or a service to its customers.
What is Salesforce Commerce Cloud? - Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive more automation and provide customers with seamless shopping experiences.
What is Salesforce Customer Success Platform? - The Salesforce Customer Success Platform (CSP) is the official name of the Salesforce portfolio of products.
What is Salesforce Developer Experience (Salesforce DX)? - Salesforce Developer Experience (Salesforce DX) is a set of software development tools that lets developers build, test and ship many kinds of applications on Salesforce Platform (formerly called Force.
What is Salesforce Einstein 1? - Salesforce Einstein 1 refers to an integrated set of artificial intelligence (AI) and machine learning (ML) technologies developed for the Salesforce platform.
What is Salesforce Journey Builder? - Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty.
What is Salesforce Marketing Cloud? - Salesforce Marketing Cloud is a customer relationship management (CRM) and digital marketing platform that enables marketers to generate better marketing outcomes and ROI.
What is Salesforce Platform (formerly Force.com)? - Salesforce Platform (formerly known as Force.
What is Salesforce Sales Cloud? - Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business and business-to-consumer contexts.
What is Salesforce Service Cloud? - Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to provide service and support to their business customers.
What is Salesforce Wave Analytics (Salesforce CRM Analytics)? - Salesforce Wave Analytics, now known as CRM Analytics, is a business intelligence (BI) and analytics platform from Salesforce that provides native analytics, visual insights and predictions powered by artificial intelligence (AI) for Salesforce CRM to help businesses make better, data-driven decisions.
What is Salesforce Work.com? - Salesforce Work.
What is SAP Data Services? - SAP Data Services is a data integration and transformation software application that enables organizations to capture more meaning and value from their structured and unstructured data.
What is SAP Production Planning? - SAP Production Planning (SAP PP) is the component of ERP Central Component (SAP ECC) that helps businesses plan the manufacturing, sale and distribution of goods.
What is SAP Project System (SAP PS)? - SAP Project System is a module in the SAP ERP system that enables tightly controlled project management from planning to completion.
What is SAP Sales and Distribution (SAP SD)? - SAP Sales and Distribution (SAP SD) is an SAP ERP Central Component (ECC) core functional module that helps organizations store and manage customer- and product-related data.
What is search engine optimization (SEO)? - Search engine optimization is the science of improving a website to increase its visibility on search engine results pages (SERPs) when people search for products or services.
What is sentiment analysis? - Sentiment analysis, also referred to as 'opinion mining,' is an approach to natural language processing (NLP) that identifies the emotional tone behind a body of text.
What is skill-based routing (SBR)? - Skill-based routing (SBR) is a strategy within customer service and contact centers to distribute incoming interactions -- phone calls, chats or emails -- based on the specific skills of the agents.
What is Software as a Service (SaaS)? - Software as a service (SaaS) is a software distribution model in which a third-party provider hosts applications and makes them available to customers over the Internet.
What is the bullwhip effect? - The bullwhip effect is a supply chain phenomenon describing how small fluctuations in demand at the retail level can cause progressively larger fluctuations in demand at the wholesale, distributor, manufacturer and raw material supplier levels.
What is the law of diminishing returns? - The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant.
What is the Salesforce Service Console? - The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience.
What is transactional marketing? - Transactional marketing is a business strategy that focuses on single, point-of-sale transactions.
What is user behavior analytics (UBA)? - User behavior analytics (UBA) is the tracking, collecting and assessing of user data and activities using monitoring systems.
What is user-generated content and why is it important? - User-generated content (UGC) is published information that an unpaid contributor provides to a website.
What is voice recognition and how does it work? - Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.
white hat link building - White hat link building is a search engine optimization (SEO) technique for increasing the number of high-quality backlinks to a webpage.
white paper - A white paper is an authoritative, research-based document that presents information, expert analysis and an organization or author's insight into a topic or solution to a problem.
Windows 10 Update Assistant - Windows 10 Update Assistant is a native update management tool designed to help individual users keep up with OS updates as Microsoft publishes them.
Windows 7 - Windows 7 is the Microsoft Windows operating system (OS) released commercially in October 2009 as the successor to Windows Vista.
Windows Server Update Services (WSUS) - Windows Server Update Services (WSUS) is a Windows server role that can plan, manage and deploy updates, service packs, patches and hotfixes for Windows servers, client operating systems (OSes) and other Microsoft software.
Windows Sharepoint Services (WSS) - Windows Sharepoint Services (WSS) is a portal-based platform for creating, managing and sharing documents and customized Web services.
wipe - Wipe, in a computing context, means to erase all data on a hard drive to render it unreadable.
Workday - Workday is a cloud-based software vendor that specializes in human capital management (HCM) and financial management applications.
workflow automation - Workflow automation is an approach to making the flow of tasks, documents and information across work-related activities perform independently in accordance with defined business rules.
Workforce management (WFM) software - Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling.
workforce optimization (WFO) software - Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.
Yammer - Yammer is a private microblogging and collaboration platform for enterprise social networking.
Yardi - Yardi is a software vendor that makes applications for all sizes of property management and real estate companies.
Zoom fatigue (virtual meeting fatigue) - Zoom fatigue, also known as 'virtual meeting fatigue,' is the feeling of exhaustion that often occurs after attending a series of virtual video meetings.