Marketing and customer experience

Terms related to business software, including definitions about billing and words and phrases about supply chain, CRM, POS, ERP, accounting, payroll and inventory.

customer data integration (CDI) - Customer data integration (CDI) is the process of defining, consolidating and managing customer information across an organization's business units and systems to achieve a "single version of the truth" for customer data.
customer data management (CDM) - Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized.
customer data platform (CDP) - A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that can be collected, viewed or accessed by other systems.
customer demographics - Customer demographics are categories of consumer populations that are relevant to a business' purposes, such as marketing and product design.
customer effort score (CES) - Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.
customer engagement - Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness.
customer experience (CX) - Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services.
customer insight (consumer insight) - Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support.
customer intelligence (CI) - Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.
customer journey map - A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.
customer journey orchestration - Customer journey orchestration is the coordination of customer experiences in real time, in an omnichannel environment, to better understand customer needs and encourage further interaction with a brand.
customer lifecycle - In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.
customer profiling - Customer profiling is the detailed and systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes.
customer retention - Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time.
customer satisfaction (CSAT) - Customer satisfaction (CSAT) is a measure of the degree to which a product or service meets customer expectations.
customer segmentation - Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits.
customer self-service (CSS) - Customer self-service is a type of electronic support (e-support) that allows end users to access information and perform routine tasks without requiring the assistance of a human.
customer service and support - Customer service is the support that organizations offer to customers before and after purchasing a product or service.
customer service charter - A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.
customer success - Customer success is a strategy to ensure a company's products are meeting the needs of the customer.
customer touchpoint - A customer touchpoint is any direct or indirect contact a customer has with a brand.
dark post - A dark post is an inexpensive sponsored message on a social media website that is not published to the sponsor page timeline and will not display in follower feeds organically.
data activation - Data activation is a marketing approach that uses consumer information and data analytics to help companies gain real-time insight into target audience behavior and plan for future marketing initiatives.
data aggregation - Data aggregation is any process whereby data is gathered and expressed in a summary form.
data analytics (DA) - Data analytics (DA) is the process of examining data sets to find trends and draw conclusions about the information they contain.
data breach - A data breach is a cyber attack in which sensitive, confidential or otherwise protected data has been accessed or disclosed in an unauthorized fashion.
data broker (information broker) - A data broker, also called an information broker or information reseller, is a business that collects large amounts of personal information about consumers.
data center - A data center is a facility composed of networked computers, storage systems and computing infrastructure that organizations use to assemble, process, store and disseminate large amounts of data.
data classification - Data classification is the process of organizing data into categories that make it easy to retrieve, sort and store for future use.
data clean room - A data clean room is a technology service that helps content platforms keep first person user data private when interacting with advertising providers.
data cleansing (data cleaning, data scrubbing) - Data cleansing, also referred to as data cleaning or data scrubbing, is the process of fixing incorrect, incomplete, duplicate or otherwise erroneous data in a data set.
data collection - Data collection is the process of gathering data for use in business decision-making, strategic planning, research and other purposes.
data curation - Data curation is the process of creating, organizing and maintaining data sets so they can be accessed and used by people looking for information.
Data Dredging (data fishing) - Data dredging -- sometimes referred to as data fishing -- is a data mining practice in which large data volumes are analyzed to find any possible relationships between them.
data historian - A data historian is a software program that records the data created by processes running in a computer system.
data integration - Data integration is the process of combining data from multiple source systems to create unified sets of information for both operational and analytical uses.
data lifecycle management (DLM) - Data lifecycle management (DLM) is a policy-based approach to managing the flow of an information system's data throughout its lifecycle: from creation and initial storage to when it becomes obsolete and is deleted.
data loss prevention (DLP) - Data loss prevention (DLP) -- sometimes referred to as data leak prevention, information loss prevention and extrusion prevention -- is a strategy to mitigate threats to critical data.
data masking - Data masking is a method of creating a structurally similar but inauthentic version of an organization's data that can be used for purposes such as software testing and user training.
data mining - Data mining is the process of sorting through large data sets to identify patterns and relationships that can help solve business problems through data analysis.
data protection management (DPM) - Data protection management (DPM) is the administration, monitoring and management of backup processes to ensure backup tasks run on schedule and data is securely backed up and recoverable.
data quality - Data quality is a measure of a data set's condition based on factors such as accuracy, completeness, consistency, reliability and validity.
data residency - Data residency refers to the physical or geographic location of an organization's data or information.
database marketing - Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data.
Datadog - Datadog is a monitoring and analytics tool for information technology (IT) and DevOps teams that can be used to determine performance metrics as well as event monitoring for infrastructure and cloud services.
deal registration - Deal registration is a common feature of vendors' channel partner programs in which a channel partner, such as a value-added reseller (VAR), informs the vendor about a sales lead.
deep analytics - Deep analytics is the application of sophisticated data processing techniques to yield information from large and typically multi-source data sets comprised of both unstructured and semi-structured data.
demand generation - Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers.
demand planning - Demand planning is the process of forecasting the demand for a product or service so it can be produced and delivered more efficiently and to the satisfaction of customers.
demand signal repository (DSR) - A demand signal repository (DSR) is a database that aggregates sales and demand data at the merchant's point of sale (POS).
descriptive analytics - Descriptive analytics is a type of data analytics that looks at past data to give an account of what has happened.
desktop virtualization - Desktop virtualization is the concept of isolating a logical operating system (OS) instance from the client used to access it.
deterministic/probabilistic data - Deterministic and probabilistic are opposing terms that can be used to describe customer data and how it is collected.
digital asset management (DAM) - Digital asset management (DAM) is a business process for organizing, storing and retrieving rich media and managing digital rights and permissions.
digital cash (e-cash) - Digital cash is a system of purchasing cash credits, storing the credits in your computer or digital wallet, and then spending them when making electronic purchases over the internet or in person on a mobile device at the point of sale.
digital experience (DX) - Digital experience (DX), also known as digital user experience (digital UX), is the take-away feeling an end user has after an experience in a digital environment or with a digital technology or device.
digital marketing - Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies.
digital strategy (digital media strategy) - A digital strategy, sometimes called a digital media strategy, is a plan for maximizing the business benefits of data assets and technology-focused initiatives.
digital wallet - In general, a digital wallet is a software application, usually for a smartphone, that serves as an electronic version of a physical wallet.
dimension - In data warehousing, a dimension is a collection of reference information that supports a measurable event, such as a customer transaction.
direct digital marketing (DDM) - Direct digital marketing (DDM) is the electronic delivery of relevant communications to specific recipients.
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-to-Consumer (D2C or DTC) - D2C (Direct-to-consumer, or Direct2Consumer) is a type of business-to-consumer (B2C) retail sales strategy where a business will build, market, sell and ship a product directly to the customer.
disposable email - What is a disposable email?Disposable email is a service that allows a registered user to receive email at a temporary address that expires after a certain time period elapses.
distribution list - In email applications, a distribution list is a list of email addresses that can be mass mailed via automation without having to add members individually.
doomscrolling - Doomscrolling, sometimes also called doomsurfing, refers to constantly checking disturbing or upsetting news articles or videos online, often via social media.
e-commerce - E-commerce (electronic commerce) is the buying and selling of goods and services, or the transmitting of funds or data, over an electronic network, primarily the internet.
e-score - The e-score is a consumer rating metric used to to determine an individual's potential value as a customer and to use that information to guide marketing efforts.
Eloqua - Eloqua is a marketing automation platform that follows a cloud-based software-as-a-service (SaaS) model.
email signature - An email signature -- or signature block or signature file -- is the short text that appears at the end of an email message to provide more information about the sender.
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.
employee sentiment analysis - Employee sentiment analysis is the use of natural language processing and other AI techniques to automatically analyze employee feedback and other unstructured data to quantify and describe how employees feel about their organization.
encryption key management - Encryption key management is the practice of generating, organizing, protecting, storing, backing up and distributing encryption keys.
enterprise asset management (EAM) - Enterprise asset management (EAM) is the process of managing the lifecycle of physical assets to maximize their use; save money; improve quality and efficiency; and safeguard health, safety and the environment.
enterprise document management (EDM) - Enterprise document management (EDM) is a strategy for overseeing an organization's paper and electronic documents so they can be easily retrieved in the event of a compliance audit or subpoena.
enterprise IT (enterprise-class IT) - Enterprise-class IT (also known as enterprise-grade, or enterprise IT) is hardware, software and other IT services designed to meet the demands of a large organization.
enterprise mashup (or data mashup) - An enterprise mashup is the integration of heterogeneous digital data and applications from multiple sources for business purposes.
enterprise mobility management (EMM) - Enterprise mobility management (EMM) is software that allows organizations to securely enable employee use of mobile devices and applications.
enterprise server - An enterprise server is a computer containing programs that collectively serve the needs of an enterprise rather than a single user, department, or specialized application.
Enterprise Service Bus (ESB) - An enterprise service bus (ESB) is a software platform used to distribute work among connected components of an application.
Epicor Software Corp. - Epicor Software Corp.
Erlang C - Erlang C is a traffic modeling formula, primarily used in call center scheduling to calculate delays and to predict waiting times for callers.
ERP (enterprise resource planning) - ERP, or enterprise resource planning, is software designed to manage and integrate the functions of core business processes like finance, HR, supply chain and inventory management in a single system.
ERP finance module - The ERP finance module is the software component that handles the main accounting and financial management functions of an enterprise resource planning system.
exponential function - An exponential function is a mathematical function used to calculate the exponential growth or decay of a given set of data.
fee-for-service (FFS) - Fee-for-service (FFS) is a payment model in which doctors, hospitals, and medical practices charge separately for each service they perform.
feedback loop - A feedback loop is the part of a system in which some portion (or all) of the system's output is used as input for future operations.
field service management (FSM) - Field service management software enables companies to manage dispersed workers and resources.
Fieldglass - SAP Fieldglass is a cloud-based software platform that allows companies to manage external workforces, including contractors, temporary workers, contingent labor, and statement of work (SOW) employees.
financial analytics - Financial analytics is the creation of ad hoc analysis to answer specific business questions and forecast possible future financial scenarios.
first call resolution (FCR) - First call resolution (FCR) is when customer service agents properly address a customer's needs the first time they call.
FIX protocol (Financial Information Exchange protocol) - The Financial Information Exchange (FIX) protocol is an open specification intended to streamline electronic communications in the financial securities industry.
gamification - Gamification is a strategy that integrates entertaining and immersive gaming elements into nongame contexts to enhance engagement and motivate certain behaviors.
general ledger (GL) - A general ledger (GL) is a set of numbered accounts a business uses to keep track of its financial transactions and to prepare financial reports.
geofencing - Geofencing is a type of location-based marketing and advertising.
go-to-market strategy - A go-to-market strategy (GTM strategy) is an action plan that specifies how a company will bring a new product or service to market while reaching its target customers.
going dark - Going dark describes a scenario in which communication appears to have ceased, but in reality has just moved from a public communication channel to a private, encrypted channel.
Google Analytics - Google Analytics is a web analytics service that provides numerous analytical tools for marketing purposes.
Gramm-Leach-Bliley Act (GLBA) - The Gramm-Leach-Bliley Act (GLB Act or GLBA), also known as the Financial Modernization Act of 1999, is a federal law enacted in the United States to control the ways financial institutions deal with the private information of individuals.
gzip (GNU zip) - Gzip (GNU zip) is a free and open source algorithm for file compression.