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Glossary
3
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A
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B
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C
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D
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E
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F
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G
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H
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I
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K
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L
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M
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N
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O
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P
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R
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S
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T
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U
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V
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W
3
360 degree view of the customer
A
Above the line marketing
Affinity marketing
Alliance marketing
Augmented marketing
Average handling time
B
Behavioural marketing
Big data
Buyer personas
C
Chatbots
Cloud contact centres
Contact centre
Content marketing
Contextual marketing
Conversational commerce
Conversational marketing
Conversion rate optimisation
CRM
Cross media marketing
Crowdservice
CSAT
Customer advocacy
Customer co-creation
Customer effort score
Customer engagement
Customer experience management
Customer journey
Customer journey mapping
Customer lifetime value
Customer onboarding
Customer segmentation
Customer touchpoints
Customer value proposition
Customer-centricity
D
Dark data
Data-driven marketing
E
Ecommerce
Email marketing
Employee engagement
Employee journey mapping
Experiential marketing
F
First call resolution
First contact resolution
G
Gamification
General Data Protection Regulation
H
Homesourcing
I
In-game marketing
In-store marketing
Industrial marketing
Influencer marketing
Informational marketing
Interactive Voice Response
International marketing
Internet of Things
K
Key account management
L
Lead qualification
Left-brain marketing
Local marketing
Location-based marketing
Long tail marketing
M
Marketing attribution
Marketing automation
Mass marketing
Mcommerce
Moments of truth
Multichannel
Mystery shopping
N
New media marketing
Next-best-action marketing
Non-traditional marketing
NPS (Net Promoter Score)
O
Offensive marketing
Offline marketing
Omnichannel
One-to-one marketing
Organisation marketing
Outdoor marketing
P
Partnership marketing
Personalisation
Persuasion marketing
Predictive analytics
Proximity marketing
Pull marketing
Push marketing
R
Real-time marketing
Referral marketing
Relationship marketing
Reverse marketing
S
Sales analytics
Sales forecasting
Sales funnel
Sales pipeline
Salesforce automation
Scarcity marketing
Search engine optimisation
Search marketing
Seasonal marketing
Self-marketing
Self-service
Service design
Shadow marketing
Shopping cart abandonment
Shotgun marketing
Showrooming
Single customer view (SCV)
Social CRM
Social customer service
Social listening
Social media marketing
Social selling
Speech analytics
Stealth marketing
T
Targeted marketing
Technical marketing
Text analytics
Time marketing
U
User-generated marketing
V
Video marketing
Viral marketing
Virtual agents
Voice of the Customer
Voice of the Employee
W
Word-of-mouth marketing