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.

  • L

    law of diminishing returns

    The law of diminishing returns is an economic principle that states that as investment in a single goal increases, while all other variables remain constant, the return on investment will eventually decline.

  • lead nurturing

    Lead nurturing is a set of integrated marketing strategies designed to turn a potential customer into a buyer.

  • leaderboard

    A leaderboard is a popular type of banner advertisement.

  • Learn IT: How Spam Affects Email Marketing Campaigns

    1. What's the difference between spam and legitimate email marketing? Spam is unsolicited bulk email (UBE).

  • level of support (support level)

    Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers.

  • lifestyle center

    A lifestyle center is a shopping center, or mixed-use commercial development that combines retail with other services, such as medical services, home rental units, movie theaters and other leisure or other activities.

  • longest delay in queue (LDQ)

    Longest delay in queue (LDQ) is the longest time period that a customer in a queue waits before either connecting with an agent or hanging up.

  • 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 intelligence (MI)

    Market intelligence is the monitoring of specific data streams in order to provide stakeholders with a holistic view of an industry segment or customer base. The term market, in this context, is a specific category of potential buyers and intelligence is a synonym for information.

  • 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 area of customer relationship management (CRM) concerned with creating, managing and using digital tools that make it possible for marketers to automate tasks and make data-driven decisions.

  • 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.

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