Commerce and e-commerce strategy Definitions

  • A

    Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.

  • C

    chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • customer engagement

    Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness

  • customer experience management (CEM or CXM)

    Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization.

  • 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.

  • I

    Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • M

    marketing campaign management

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

  • 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.

  • S

    SAP Beyond CRM

    SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place.

  • social CRM

    Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.

  • V

    virtual agent (intelligent virtual agent or virtual rep)

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service.

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