CRM Glossary
<DIV style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0cm; BORDER-TOP: windowtext 1pt solid; PADDING-LEFT: 0cm; PADDING-BOTTOM: 6pt; MARGIN-LEFT: 0cm; BORDER-LEFT: medium none; MARGIN-RIGHT: 27.35pt; PADDING-TOP: 6pt; BORDER-BOTTOM: windowtext 1pt solid; mso-element: para-border-div; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt"><P class=WPTitlePageHeader style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0cm; BORDER-TOP: medium none; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; MARGIN: 0cm 0cm 0pt; BORDER-LEFT: medium none; PADDING-TOP: 0cm; BORDER-BOTTOM: medium none; mso-border-top-alt: solid windowtext .5pt; mso-border-bottom-alt: solid windowtext .5pt; mso-padding-alt: 6.0pt 0cm 6.0pt 0cm"><SPAN lang=EN-US style="FONT-SIZE: 12pt; LETTER-SPACING: 0pt; mso-bidi-font-size: 10.0pt"><STRONG><FONT face=Arial>CRM Glossary<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></FONT></STRONG></SPAN></P></DIV>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">ABANDON RATE</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Abandon Rate refers to the percentage of phone calls disconnected before being answered in a call center queue. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">ACD</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Automatic Call Distribution. ACD routes calls based on user/agent roles and skills, location, channel or other automation issues. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">ASP</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Application Service Provider. A host service provider allowing you to outsource your database and applications servers as well as their service and maintenance. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">BACK-OFFICE</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Business applications, which relate to the day-to-day transactions of a business such as accounting, logistics, human resources. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">BROWSER</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – A software program used to query, search and view information on computer sites connected to the Internet. <o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">CLIENT/SERVER</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Refers to a traditional application platform. Applications, which run on a client/server platform, require a portion of the application to be installed and shared on both a database or application server and the client (desktop computer). Client/Server technology is still very prevalent today but yielding to Web based applications. In this case, no client version of software is needed to access or run the application, only an Internet connection, hence Web based. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">CONTACT CENTERS</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Traditional call centers handle voice-only customer contact, whereas contact centers include all types of channels of customer contact, including voice (e.g., telephone, IVR, speech recognition and voice verification), the Internet (e.g., e-mail), the Web, fax, video kiosks and mail. This is an inbound and outbound service-based environment in which agents handle all types of contacts regarding sales, customer service, marketing, telemarketing, collections and other functions. A contact center is logically consolidated, but can have a physically decentralized environment. <o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">CRM (Software</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">) – Customer Relationship Management is a set of methodologies, software and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. It includes all business processes in sales, marketing and service that touch the customer. For example, an enterprise might build a database about its customers that describes relationships in sufficient detail so that management, salespeople, people providing service, and even the customer can access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer has purchased, and so on. In contrast to customer care, Customer Relationship Management tends to be used to deal more specifically with the integration of all business functions with each other. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">CSS</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Once known as the complaint-handling department, CSS is responsible for retaining and extending customer relationships once a product or service is sold. Customer service interacts with customers, on a reactive or proactive basis, more frequently than any other organization and is critical for maintaining customer satisfaction. Due to the increasing complexity of customer interactions, customer service organizations need a complex technological infrastructure that is flexible, extendible, scalable and integrated to meet customer needs on a timely and accurate basis. <o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">CTI</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Computer Telephony Integration is intelligent networking of customer and telephone systems to allow desktop computers and telephone switches to automate functions and data flow. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">CUSTOMER INTERACTION POINTS</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – The interaction channels between the company and its customers where customer value and behavior can be affected. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">DATABASE </SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">– A database is an intelligent repository for the processing and data entry that your users produce. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">DATA MINING</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – This functionality involves the process of discovering meaningful correlations, patterns and trends by sifting through large amounts of data stored in repositories. Data mining employs pattern recognition technologies, as well as statistical and mathematical techniques. <o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">DATA WAREHOUSING</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Data Warehousing is intelligent storage of data generally “off-line,” however readily available to fee data mining and analysis. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">CRM</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Automated CRM functions driven by defined data parameters, events or conditions. All CRM is moving toward providing this very important capability. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">ERP</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – <?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:place w:st="on"><st1:City w:st="on">Enterprise</st1:City></st1:place> Resource Planning. A term originally coined by Gartner Group to describe the management systems covering manufacturing and resource/capacity planning. ERP has expanded to refer to a host of financial, distribution, human resource as well as manufacturing and material planning applications. ERP generally refers to one system or a cluster of systems covering all of the above. The functions of CRM are generally to considered as an inclusive part of ERP. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"><SPAN style="mso-spacerun: yes"> </SPAN><B style="mso-bidi-font-weight: normal">GUI</B> – Graphical User Interface refers to the display of software on a screen using graphics, symbols and icons rather than text alone. An example of a GUI is Microsoft’s "windows" format. <o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">INTEGRATION</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Integration allows access to multiple software programs and databases seamlessly to the actual user. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">IP</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Internet Protocol. Also referred to as TCP/IP or Transmission Control Protocol/Internet Protocol. Standards that establish Web addresses, network addresses and routing of e-mail traffic. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">IVR</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Interactive Voice Response. Is defined as automated response and routing for inbound calls. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">JAVA</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – A leading Internet language developed by Sun Microsystems moving largely today to replace traditional client/server architecture. Users are able to access JAVA applets to run software applications remotely with only an Internet browser. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">KM</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Knowledge Management. The art of data mining from internal and external data sources and consolidation of this to user defined pages and displays. Follows the<SPAN style="mso-spacerun: yes"> </SPAN>concept: "from data comes information, from information comes knowledge." <o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">MIDDLEWARE </SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">– This term is used in many ways. Basically, middleware is the software "glue" that helps programs and databases that may be on different computers work together. More formally, Gartner Group defines middleware as "runtime system software that directly enables application-level interactions among programs in a distributed computing environment." Its most basic function is to enable communication between application programs or DBMS's within a single-application system or across multiple-application systems. </SPAN></P><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">OLAP</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – On-Line Analytical Processing. An extension of business intelligence or KM allowing decision makers to see criteria data presented in real-time on-line format, rather than traditional after the fact or post time. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"><SPAN style="mso-spacerun: yes"> </SPAN><B style="mso-bidi-font-weight: normal">PORTAL</B> – Directed and often secure gateway to data or content via the Internet. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">POS</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Point Of Sale. Refers to cash register type transactions such as retail or food and beverage industries. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><o:p></o:p></SPAN> </P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">PD</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Predictive Dialing. The ability to route and balance outbound dialing from a phone bank. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">PHONE QUEUE –</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> A Phone Queue houses incoming phone calls until personnel become available to receive the calls. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">PRM</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Partner Relationship Management. A derivative of CRM, however, focused on managing partner relationships. <o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">REAL-TIME</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Refers to the immediate access to a given piece of data by multiple users throughout the different departments or divisions of a company in real-time. <o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:place w:st="on"><st1:City w:st="on"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">RETURN</SPAN></B></st1:City><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> <st1:State w:st="on">ON</st1:State></SPAN></B></st1:place><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> INVESTMENT (ROI)</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – A financial measure used to quantify the desirability of promoting a particular effort. Return on Investment compares the benefits returned to the enterprise against the cost required to implement it. It is usually expressed as a ratio. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">SEGMENTATION</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Technique of identification, on the criteria chosen, of groups of potential customers with the same requirements and needs (e.g., with regard to the product offered).<SPAN style="mso-spacerun: yes"> </SPAN>Four broad types of criteria may be distinguished:<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">1. Geographical (territory, region, housing micro-area)<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">2. Socio-demographic (age, income, sex, profession, etc.)<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">3. Behavioral (purchase situation, user status, etc.)<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">4. Psycho-graphical (social class, lifestyle, cultural class, etc.)<SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></P>Re:CRM Glossary
<P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">WAP</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – Wireless Application Protocol is a standard allowing access to World Wide Web through mobile devices such as mobile telephones and handheld devices. <?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 6pt 0cm 3pt; tab-stops: right 459.0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes">WORKFLOW MANAGEMENT</SPAN></B><SPAN lang=EN-US style="FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-family: 'Times New Roman'; mso-no-proof: yes"> – There are two types of workflow management: 1) Internal and external process integration is a workflow approach that allows for the definition of business processes that span applications, including those that come from different vendors. This usually requires a standards-based commercial workflow development environment. 2) Automated events or processes — a workflow approach that enables automated tasks (e.g., the automation of steps in a marketing campaign or a sales process) to be performed. <o:p></o:p></SPAN></P>页:
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