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 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.

  • 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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