CRM / Call Center Definitions

This glossary explains the meaning of key words and phrases that information technology (IT) and business professionals use when discussing CRM and related software products. You can find additional definitions by visiting WhatIs.com or using the search box below.

  • C

    customer-facing

    Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly.

  • customer-managed relationship (CMR)

    A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, and perhaps Internet capability to encourage the customer to control access to information and ordering.

  • D

    database marketing

    Database marketing is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers) that is maintained in a company's databases.

  • decision tree software

    In data mining, decision tree software describes a combination of mathematical and computing techniques that enable a given set of data to be accurately described, categorized and analyzed to derive conclusions...(Continued)

  • digital marketing

    Digital marketing involves the various efforts by a company to connect with customers through digital and online communication channels, including email, geolocation and mobile marketing, social media, online customer communities, webinars and other video-based content.

  • Digital Signage (dynamic signage)

    Digital signage, also called dynamic signage, is a specialized form of slivercasting in which video or multimedia content is displayed in public places for informational or advertising purposes... (Continued)

  • 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.

  • direct email marketing

    Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients.

  • direct marketing

    Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.

  • dirty data

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

  • do not call list

    The "do not call" list is a registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances.

  • E

    e-mail postage (sender pays)

    E-mail postage (sometimes referred to as sender pays) is a proposed system that would involve charging senders a very small amount of money (sometimes called a micropayment) for the delivery of each e-mail message sent.

  • e-support

    Part of the growing trend toward online customer relationship management (CRM), e-support is the electronic (usually Web-based) version of customer service that would otherwise have required either a visit to a company or a telephone call.

  • EggFusion (egg-vertising)

    EggFusion is a company that places advertisements, freshness expiration dates or other data on eggs sold in retail stores... (Continued)

  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

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