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.

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.
transactional marketing - Transactional marketing is a business strategy that focuses on single, point-of-sale 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.
Twitterbot - A Twitterbot is a software program designed to automatically follow Twitter users, like and retweet posts.
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.
user behavior analytics (UBA) - User behavior analytics (UBA) is the tracking, collecting and assessing of user data and activities using monitoring systems.
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.
voice recognition (speaker recognition) - Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.
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 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 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 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 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 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 enterprise content management? Guide to ECM - Enterprise content management (ECM) is a set of defined processes, strategies and tools that allows a business to effectively obtain, organize, store and deliver critical information to its employees, business stakeholders and customers.
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 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 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 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 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 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 user-generated content and why is it important? - User-generated content (UGC) is published information that an unpaid contributor provides to a website.
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.