null Definitions

  • M

    moment of truth (marketing MOT)

    A moment of truth is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.

  • multichannel marketing

    Multichannel marketing is the practice of businesses interacting with their customers through many different channels, meeting customers on the platforms that they prefer to use.

  • mystery shopping software

    Mystery shopping software is a type of ERP tool that helps organizations manage and observe all components of a mystery shopping program.

  • N

    nagware (annoyware)

    On the Web, nagware (sometimes called "annoyware") is programming that presents the user with one or more pop-up windows or alerts when an application is launched or closed (sometimes both), reminding the user to register, purchase the application, or take some other action.

  • needs assessment

    A needs assessment is an exercise that identifies the difference between a current condition/state and the desired condition/state. Improvements can then be made to improve performance or fix a deficiency.

  • Net Promoter Score (NPS)

    Net Promoter Score (NPS) is a metric for assessing customer loyalty for a company's brand, products or services.

  • neuromarketing

    Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by monitoring brainwave activity, eye-tracking and skin response...(Continued)

  • O

    obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one.

  • occupancy

    Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

  • omnichannel

    Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

  • one-to-one-marketing (1:1 marketing)

    One-to-one marketing (sometimes expressed as 1:1 marketing) is a customer relationship management (CRM) strategy emphasizing personalized interactions with customers.

  • online customer community

    Online customer communities are Web-based gathering places for customers, experts, and others to discuss problems, post reviews, brainstorm, and engage with one another.

  • Opt-In Email

    Opt-in email is a Web marketing term for email that recipients have previously requested by signing up at a Web site or special ad banner.

  • 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.

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

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