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 Ariba - SAP Ariba is a software company that provides cloud-based procurement, spend management and supply chain services that enable suppliers and buyers to connect and do business globally.
SAP Business One - SAP Business One is an ERP software platform specifically intended for small and medium-sized businesses (SMBs).
SAP BusinessObjects BI - SAP BusinessObjects BI (SAP BO) is a centralized suite of reporting and analytics tools for business intelligence (BI) platforms.
SAP Cloud for Customer (SAP C4C) - SAP Cloud for Customer (SAP C4C) is a software as a service (SaaS) platform for sales and service.
SAP FICO (SAP Finance and SAP Controlling) - SAP FICO is an important core functional component in SAP ERP Central Component that allows an organization to manage all of its financial data.
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 Integration Server - SAP Integration Server is the central component of SAP XI (Exchange Infrastructure), the company's enterprise application integration (EAI) product.
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.
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 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 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.
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.
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 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.
talent management software (TM software) - Talent management software is technology that human resource management professionals use to manage employees as a competitive advantage.
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.
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.
TikTok - TikTok is a social media platform that allows users to create, share and discover short-form videos.
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.
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).
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 customer service and support? - Customer service is the support organizations offer to customers before, during and after purchasing a product or service.
What are social media metrics? - Social media metrics are the various data points that can help a company gauge the impact of social media activity on its revenue.
What are virtual agents and how are they being used? - A virtual agent is an AI-powered software application or service that interacts with humans or other digital systems in a human-like manner, most often using natural language.
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 channel partner? - A channel partner is a person or organization that partners with a manufacturer or producer to market, sell, and deliver their products or services to the end customer.
What is a channel strategy? - A channel strategy is a vendor's plan for delivering a product or service to end customers through direct or indirect sales channels.
What is a 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.
What is a 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.
What is a cloud contact center? - A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization.
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 customer journey map? - A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media.
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 general ledger (GL)? - A general ledger (GL) is a set of numbered accounts a business uses to keep track of its financial transactions and to prepare financial reports.
What is a private cloud? Definition and examples - Private cloud is a type of cloud computing that delivers advantages similar to public cloud, including scalability and self-service, but through a proprietary architecture.
What is a property management system (PMS)? - A property management system (PMS) is a software application that supports the operations of hospitality accommodations and commercial or residential rental properties.
What is a recommendation engine? - A recommendation engine is a system that gives customers recommendations based on their behavior patterns and similarities to people who might have shared preferences.
What is a registered health information technician (RHIT)? - A registered health information technician (RHIT) is a certified professional who creates and verifies electronic health records.
What is a remote desktop and how does it work? - A remote desktop is a program or an operating system feature that allows a user to connect to a computer in another location, see that computer's desktop and interact with it as if it were local.
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 account mapping, and why do you need it (with template)? - 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.
What is account-based selling? Everything you need to know - 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.
What is 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.
What is Adobe Acrobat Sign? - Adobe Acrobat Sign is a cloud-based service that lets an individual or organization send, secure, track and manage e-signature processes.
What is Allscripts? - Allscripts is a former vendor of electronic health record (EHR) systems and healthcare IT solutions, primarily serving physician practices, hospitals, and healthcare systems.
What is an application support engineer (ASE)? - An application support engineer (ASE) is an IT professional who is responsible for troubleshooting the software applications a company uses and ensuring that help desk tickets are resolved in a timely fashion.
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 brain hacking? - Brain hacking, or neurohacking, is the application of techniques or technologies to affect an individual's mental state, cognitive processes or level of function.
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 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.
What is call management? - Call management is a process in which inbound telephone calls are routed to call center agents.
What is Cisco Webex? Everything you need to know - Cisco Webex is an AI-powered product suite of video conferencing and collaboration tools with features for workplace communication and information exchange.
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 on-demand delivery of hosted computing and IT services over the internet with pay-as-you-go pricing.
What is 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.
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 contact center infrastructure? - A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively.
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.