Chapter 9

Front 1

Affinity Groupiong

Back 1

determine which things go together

Front 2

Analysis Latency

Back 2

is the time form which data are made available to the time when analysis is complete

Front 3

Analytical CRM

Back 3

supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

Front 4

Association detection

Back 4

reveals the degree to which variables are related and the nature and frequency of these relationships in the information

Front 5

Automatic Call Distribution

Back 5

a phone switch routes inbound calls to available agents

Front 6

Business Intelligence

Back 6

refers to applications and technologies that are used to gather, provide access to, and analyze data and information to support decision making efforts

Front 7

Call Scripting System

Back 7

access organization databases that track similar issues or questions and automatically generate the details for the CSR who can then relay them to the customer

Front 8

Campaign Management System

Back 8

guide users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis

Front 9

Cluster Analysis

Back 9

is a technique used to divide an information set into mutually exclusive groups such that the members of each group are as close together as possible to one another and the different groups are as far apart as possible

Front 10

Affinity Groupiong

Back 10

determine which things go together

Front 11

Analysis Latency

Back 11

is the time form which data are made available to the time when analysis is complete

Front 12

Analytical CRM

Back 12

supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

Front 13

Association detection

Back 13

reveals the degree to which variables are related and the nature and frequency of these relationships in the information

Front 14

Automatic Call Distribution

Back 14

a phone switch routes inbound calls to available agents

Front 15

Business Intelligence

Back 15

refers to applications and technologies that are used to gather, provide access to, and analyze data and information to support decision making efforts

Front 16

Call Scripting System

Back 16

access organization databases that track similar issues or questions and automatically generate the details for the CSR who can then relay them to the customer

Front 17

Campaign Management System

Back 17

guide users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis

Front 18

Classification

Back 18

assing records to one of a predefined set of classes

Front 19

Cluster Analysis

Back 19

is a technique used to divide an information set into mutually exclusive groups such that the members of each group are as close together as possible to one another and the different groups are as far apart as possible

Front 20

Clustering

Back 20

segment a heterogeneous population of records into a number of more homogeneous subgroups

Front 21

Contact Center

Back 21

is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touch points

Front 22

Contact management CRM System

Back 22

maintains customer contact information and identifies prospective customers for future sales

Front 23

CRM Analysis Technology

Back 23

help organizations segment their customers into categories such as best and worst customers

Front 24

CRM Predicting Technology

Back 24

help organizations make predication regarding customer behavior such as which customers are at risk of leaving

Front 25

CRM reporting Technology

Back 25

help organizations identify their customers across other applications

Front 26

Cross Selling

Back 26

is selling additional products or service to a customer

Front 27

Customer Relationship Management

Back 27

managing all aspects of a customers relationship with an organization to increase customer loyalty and retention and an organizations profitability

Front 28

Data Latency

Back 28

is the time duration to make data ready for analysis and load data into the database

Front 29

Data Mining

Back 29

is the process of analyzing data to extract information not offered by raw data alone

Front 30

Data Mining Tools

Back 30

use a variety of techniques to find patterns and relationships in large volumes of information and infer rules form them and predict future behavior

Front 31

Decision Latency

Back 31

is the time it takes a human to comprehend the analytic result and determine an appropriate action

Front 32

Employee Relationship Management

Back 32

provides employees with a subset of CRM applications available through a web browser

Front 33

Estimation

Back 33

determine values for an unknown continuous variable behavior or estimated future value

Front 34

Forecasts

Back 34

predictions made on the basis of time series information

Front 35

Interactive Voice Response

Back 35

directs customers to use to touch tone phones or keywords to navigate or provide information

Front 36

List Generator

Back 36

compile customer information from a variety of sources and segment the information for different marketing campaigns

Front 37

Market Basket Analysis

Back 37

analysis of what people buy and predict future sales

Front 38

Operational CRM

Back 38

Supports traditional transactional processing for day-to-day front office operations or systems that deal directly with the customers

Front 39

Opportunity Management CRM System

Back 39

target sales opportunities by finding new customers or companies for future sales

Front 40

Partner Relationship Management

Back 40

focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel

Front 41

Personalization

Back 41

occurs when a website can know enough about a person's likes and dislikes to fashion offers that are more likely to appeal to that person

Front 42

Predictive Dialing

Back 42

automatically dials outbound calls and when someone answers the call is forwarded to an available agent

Front 43

Sales Force Automation

Back 43

is a system that automatically tracks all of the steps in the sales process

Front 44

Sales Management System

Back 44

automate each phase of the sales process

Front 45

Statistical Analysis

Back 45

performs such functions as information correlations, distributions, calculations, and variance analysis.

Front 46

Supplier Relationship Management

Back 46

focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects which optimizes supplier selection

Front 47

Time Series Information

Back 47

is time stamped information collected at a particular frequency

Front 48

Up Selling

Back 48

increasing the value of the sale

Front 49

Web Based Self Service System

Back 49

allow customers to use the web to find answers to their questions or solutions to their problems