Customer Experience Definitions
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H
Hosted CRM
Hosted CRM is an arrangement in which a company outsources some or all of its customer relationship management (CRM) functions to an application service provider (ASP). The hosted CRM model is said to increase return on investment (ROI) by decreasing costs and allowing a company to focus more resources on its main business areas.
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I
identity resolution
Identity resolution is a data management process that links a customer's online behavior to their unique identity by gathering different data sets and identifying non-obvious relationships.
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implementation
Implementation is the execution of any idea, model, or method; in IT, it refers to the process of setting up new software or hardware after a purchase is made.
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inbound marketing
Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created Internet content, thereby having potential customers come to the company rather than marketers vying for their attention.
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Incremental Revenue (Value) Analysis
Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center.
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information design
Information design is the detailed planning of specific information that is to be provided to a particular audience to meet specific objectives.
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integration
Integration is the act of bringing together smaller components into a single system that functions as one.
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intellectual capital
Intellectual capital is knowledge that can be exploited for some money-making or other useful purpose.
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Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.
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IoT Cloud (Salesforce IoT Cloud)
IoT Cloud is a platform from Salesforce.com that is designed to take in the massive volumes of data generated by devices, sensors, websites and software applications and initiate responses in real time.
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issue tracking system (ITS)
An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.
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K
knowledge worker
A knowledge worker is anyone who works for a living at the tasks of developing or using knowledge.
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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.
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lead nurturing
Lead nurturing is a set of integrated marketing strategies designed to turn a potential customer into a buyer.
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lead scoring
In the B2B industry, lead scoring is a methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.