micropayments: payments for electronic purchases of low-ticket products or services that are uneconomical under traditional payment mechanisms like credit cards

SMS: short messaging services; text messaging services for cell phones

MMS: multimedia messaging services; rich media messaging services for cell phones

cross marketing: partnerhships  or divisions of a corporation that market and promote the products of one entity to the customers of another.

explicit knowledge: knowledge that has been or can be articulated in a relatively straightforward manner.

tacit knowledge: knowledge that has not been articulated; often subconscious and relatively difficult to communicate to other people

template: a document structure into which content can be dropped

work flow: an automated system that electronically routes documents to the next person in the process

protocol: a set of rules that govern the sending and receiving of data.

intranet: an enterprise web site that serves the needs of employees

query: an information systems, requesting information from a database

queue: a line of objects or people

clickstream: the complete data record, made up of mouse-clicks, of consumer activity on the internet during a specified period, usually the duration of a visit to a single web site.

server log: record kept at the server level that records each file reqested from a web site

pretesting: as used in advertising, to conduct research on a promotion before it is used in the market place with the purpose of improving its effectiveness

quality assurance: synonymous with quality control in manufacturing; procedures for ensuring the correct performance of software

concept testing: research performed on the idea behind a product or a communcations program

card sorting: a research technique in which respondents place individual items written on cards into piles that represent similar content

DNS: domain name system; the  process for connecting the name of a web site into its IP address

cache: high speed storage for data that is referenced frequently

DSL: digital subscriber line, technology that greatly increases the transmission capacity of ordinary telephone lines; one type of broadband transmisssion.

modem: device that allows a computer to tranmit data over a standard telephone line.

push: technology that allows preselected data to be distributed to the user’s computer at preselected time intervals.

call center: department within an organization that handles telephone sales and/or service

IVR: interactive voice response; automated telephone systems in which customers key in or speak data and responses and the system records with a combination of recorded voice messages and real time information from databases

call routing: automated telephone systems that route calls to appropriate service agents based on data such as caller’s telephone number or data provided by an IVR system

embedded service module: a device, usually a chip, that is part of a product and that is used to provide remote monitoring and diagnostics of the product’s performance.

streaming media: technology that permits a web site to deliver continuous audio or video or both to a user’s computer

agent: a piece of software that triggers an activity when a specified event occurs. agents or bots perform a variety of repetitive tasks on the internet, ranging from searching for content for the search engines and directories to searching for product offerings by e-merchants to provide comparison prices for users.

expert system: a branch of artificial intelligence that uses rules and knowledge obtained from human experts and incorporated into a knowledge base to solve problems.

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.

http://www.nydailynews.com/news/us_world/2008/07/02/2008-07-02_police_wnt_u_to_fight_crime_wtxt_msgs.html

http://markets.on.nytimes.com/research/stocks/news/press_release.asp?docKey=600-200810282200BIZWIRE_USPR_____BW6861-45L5AATK343S2B85TTQPBQR01S&provider=Businesswire&docDate=October%2029%2C%202008&press_symbol=US%3BLOGI&scp=2&sq=internet%20communication&st=cse

http://www.intoweb.co.za/articles-skype.html

- choose levers to effect a change

- determine which levers have the most leverage

- consider barriers to advancement

- consider the medium’s effect on desired behavior

- level of involvement matters

- understand consumer learning trends

- credibility of the channel matters

- the choice of levers must be consisted with positioning choice

- the medium can be the message – or the product

- matrix design must be adaptive

Ebay’s application of the marketspace matrix (1998-1999)

- once ebay had advanced a significant number of users into the exploration/expansion phase, the firm needed to focus on sustaining committment

- as the firm’s needs changed, so did its marketspace matrix

A brand is a “name, term, sign, symbol, design, or a combination of them intended to identify the goods and services of one seller or group of sellers and to differentiate them from those of the competition.”

Brand is the outcome of distribution, price, product, community, communication

-Brand are reflections or outcomes of the firm’s marketing activities

-Unlike the other activities, branding is an integral part of every marketing activity and strategy.

-Strong brands

ex: Army live chat

ex: Xbox 360