Analytics Definitions

  • B

    business metric

    All organizations use business metrics in order to monitor, track and quantify the state of their internal and external processes.

  • buyer personas (customer personas)

    A buyer persona is a composite representation of the attributes and demographics of a segment of a company's target customers. Attributes are based on market research and data on an existing customer base.

  • buying signals

    Buying signals are behavioral cues that indicate the intentions of prospective or existing customers in terms of their readiness to buy.

  • C

    clickstream analysis (clickstream analytics)

    On a Web site, clickstream analysis is the process of collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. The path the visitor takes though a website is called the clickstream.

  • Cost Per Call

    In a call center, cost per call is a numerical metric calculated by dividing the total operational costs by the total number of calls for a given period of time... (Continued)

  • CRM analytics

    CRM (customer relationship management) analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made.

  • customer acquisition cost

    Customer acquisition cost is the cost associated with convincing a consumer to buy your product or service, including research, marketing, and advertising costs.

  • customer health score

    Customer health scores can be descriptive or predictive. Descriptive scores focus more on the current state of customer health, whereas predictive scores use current data triggers to predict a customer's future propensity to drop off or renew.

  • D

    Digital Silhouettes

    Digital Silhouettes is the trademarked name that Predictive Networks has given to user profiles that are established through gathered click stream data and artificial intelligence (AI) processes.

  • dirty data

    In a data warehouse, dirty data is a database record that contains errors.

  • I

    intellectual capital

    Intellectual capital is knowledge that can be exploited for some money-making or other useful purpose.

  • M

    Microsoft Dynamics 365

    Microsoft Dynamics 365 is a new service that integrates Microsoft’s CRM system with ERP data as well as with Office 365 to give sales people greater data intelligence about customer records in terms of customer transactions, customer behavior and customer preferences.

  • N

    Net Promoter Score (NPS)

    Net Promoter Score (NPS) is a metric for assessing customer loyalty. The company just has to ask their customers one simple question: “How likely is it that you would recommend us to a friend or colleague?”

  • O

    Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • P

    PMML (Predictive Model Markup Language)

    PMML (Predictive Model Markup Language) is an XML-based language that enables the definition and sharing of predictive models between applications.

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