key terms and concepts
Analytical CRM Software that assists a business in building customer relationships and analyses ways to improve them.
Collaborative CRM Umbrella term for all the interactive options for serving customers. It is people-based customer support that includes: collaborative browsing, web-based text and voice chat, desktop sharing, application sharing, file transfer and phone support.
Conversion Funnel A defined path that visitors should take to reach the final objective. CRM Customer Relationship Management.
Customer A person who buys or uses goods or services. A person with whom a business must deal.
eCRM Electronic Customer Relationship Management.
Lead A potential customer.
Operational CRM Entails supporting the “front office” business processes, which include customer contact (sales, marketing and service).
Salesforce Automation A type of program that automates the business task of sales associated with effective implementation, productivity and forecasts.
Stakeholder A person or organisation with an interest (a “stake”) in how a resource is managed.
VRM Vendor Relationship Management. The emerging school of thought that incorporates the tools, technology and services that make it easy for customers to manage relationships with vendors.
Analytical CRM Software that assists a business in building customer relationships and analyses ways to improve them.
Collaborative CRM Umbrella term for all the interactive options for serving customers. It is people-based customer support that includes: collaborative browsing, web-based text and voice chat, desktop sharing, application sharing, file transfer and phone support.
Conversion Funnel A defined path that visitors should take to reach the final objective. CRM Customer Relationship Management.
Customer A person who buys or uses goods or services. A person with whom a business must deal.
eCRM Electronic Customer Relationship Management.
Lead A potential customer.
Operational CRM Entails supporting the “front office” business processes, which include customer contact (sales, marketing and service).
Salesforce Automation A type of program that automates the business task of sales associated with effective implementation, productivity and forecasts.
Stakeholder A person or organisation with an interest (a “stake”) in how a resource is managed.
VRM Vendor Relationship Management. The emerging school of thought that incorporates the tools, technology and services that make it easy for customers to manage relationships with vendors.
