Chapter 8: Customer Relationship Development and Management
CRM: customer relationship management
sales force automation: processes, and the software that supports them, that permit salespeople to work more efficiently both in and out of thier offices by providing electronic access to imortant documents and customer data.
sales lead generation: the process of identifying prospective purchases
qualify: to determine whether a prospective customer is likely to make a purchase at some time in the future.
chat: provides the capability of real time conferencing on a LAN or on the internet by typing on the keyboard.
inbound: communications that origingate outside the enterprise and that are destined for a person or unit inside it.
customer profile: a description, primarily quantative, of an individual or segment using specified demographic, lifestyle, and behavioral characteristics.
cookie: a few lines of code that a web site places on a user’s computer to store data about the user’s activities on the site.
regristration: a process requiring a visitor to provide identifying personal information in order to receive communication or other benefits from a web site.
decision rule: a statement that takes the form “If…then” specifying an action to be taken, given the occurence of a particular event.