CRM / Call Center Definitions

  • L

    loyalty card program

    A loyalty card program is an incentive plan that allows a retail business to gather data about its customers. The goal of a loyalty card program is to build repeat business by offering participating customers something that isn't available to non-participing customers.

  • loyalty punch card

    A loyalty punch card is a token that lets a customer earn free merchandise or discounts after a certain number of purchases.

  • M

    market leadership

    Market leadership is when an individual or company owns the largest market share or highest profitability margin in a given market for goods and services. Market share may be measured either the volume of goods sold or the value of those goods. (Continued...)

  • marketing campaign management

    Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.

  • marketing encyclopedia

    A marketing encyclopedia is an application with an online interface to a database of information that a sales person might want to help a customer make a purchase decision.

  • martech (marketing technology)

    Martech is the blending of marketing and technology. It applies to initiatives, efforts, and tools that harness technology to improve marketing efficiency.

  • masthead

    On the Internet, a masthead is a graphic image or text title at the top of a Web page that identifies the Web site and, sometimes, the particular section of the site.

  • microsegmentation

    Microsegmentation is a process that divides an entity into extremely small parts.

  • Microsoft Dynamics 365

    Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.

  • Microsoft Dynamics CRM software

    Microsoft Dynamics CRM software is a customer relationship management package available in the cloud and on premises.

  • mobile CRM (mobile customer relationship management)

    Mobile CRM (mobile customer relationship management) enables remote employees to access customer data and customer accounts wherever they are.

  • N

    nagware (annoyware)

    On the Web, nagware (sometimes called "annoyware") is programming that presents the user with one or more pop-up windows or alerts when an application is launched or closed (sometimes both), reminding the user to register, purchase the application, or take some other action.

  • 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?”

  • neuromarketing

    Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by monitoring brainwave activity, eye-tracking and skin response...(Continued)

  • O

    obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one.

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