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Customer relationship management

Index Customer relationship management

Customer relationship management (CRM) is an approach to manage a company's interaction with current and potential customers. [1]

113 relations: Act! CRM, Amazon (company), Artificial intelligence, Automation, Average revenue per user, Bain & Company, Base CRM, Berkman Klein Center for Internet & Society, Blog, Business intelligence, Business-to-business, Call centre, Categorization, Churn rate, Cloud computing, Comparison of CRM systems, Consultant, Consumer behaviour, Consumer privacy, Corporate social responsibility, Cross-selling, Customer, Customer data platform, Customer engagement, Customer equity, Customer experience, Customer retention, Customer satisfaction, Customer service, Customer success, Data, Data analysis, Data collection, Data mining, Data quality, Data warehouse, Database, Database marketing, Demography, E-commerce, Email, Enterprise resource planning, Ethnography, Facebook, Forrester Research, Frito-Lay, Gamification, Gartner, Google+, Harley-Davidson, ..., Health care, History of marketing, IBM, Infor, Information technology, Instagram, LinkedIn, Mainframe computer, Manufacturing, Market segmentation, Market share, Marketing automation, MBNA, Microsoft, Microsoft Dynamics CRM, Mike Muhney, Multichannel marketing, Nutshell CRM, Online chat, Opportunity management, Oracle Corporation, Pat Sullivan (programmer), PeopleSoft, Performance indicator, Personalization, Personally identifiable information, Pinterest, Predictive analytics, Pricing, Privacy law, Productivity, Profit (economics), Relationship marketing, Return on investment, RightNow Technologies, Sales, Sales effectiveness, Sales force management system, Sales management, Sales promotion, Salesforce.com, SAP SE, Self-service, Siebel Systems, Single customer view, Social CRM, Social media, Social psychology, Social science, Socially responsible marketing, Software as a service, Spreadsheet, SuccessFactors, SugarCRM, Survey (human research), Sustainable market orientation, Thomas Siebel, Twitter, Upselling, Vendor relationship management, Web search engine, Website tracking, Yelp. Expand index (63 more) »

Act! CRM

Act! (previously known as Sage ACT! 2010–2013) is a customer relationship management (CRM) software application which is used to keep track of client and prospect details in a single database that can be shared by multiple users.

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Amazon (company)

Amazon.com, Inc., doing business as Amazon, is an American electronic commerce and cloud computing company based in Seattle, Washington that was founded by Jeff Bezos on July 5, 1994.

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Artificial intelligence

Artificial intelligence (AI, also machine intelligence, MI) is intelligence demonstrated by machines, in contrast to the natural intelligence (NI) displayed by humans and other animals.

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Automation

Automation is the technology by which a process or procedure is performed without human assistance.

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Average revenue per user

Average revenue per user (sometimes known as average revenue per unit), usually abbreviated to ARPU, is a measure used primarily by consumer communications, digital media, and networking companies, defined as the total revenue divided by the number of subscribers.

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Bain & Company

Bain & Company is a global management consultancy headquartered in Boston, Massachusetts.

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Base CRM

Base CRM (originally Future Simple or PipeJump) is an enterprise software company based in Mountain View, California with R&D offices located in Kraków, Poland.

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Berkman Klein Center for Internet & Society

The Berkman Klein Center for Internet & Society is a research center at Harvard University that focuses on the study of cyberspace.

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Blog

A blog (a truncation of the expression "weblog") is a discussion or informational website published on the World Wide Web consisting of discrete, often informal diary-style text entries ("posts").

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Business intelligence

Business intelligence (BI) comprises the strategies and technologies used by enterprises for the data analysis of business information.

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Business-to-business

Business-to-business (B2B or, in some countries, BtoB) refers to a situation where one business makes a commercial transaction with another.

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Call centre

A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone.

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Categorization

Categorization is the process in which ideas and objects are recognized, differentiated, and understood.

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Churn rate

Churn rate (sometimes called attrition rate), in its broadest sense, is a measure of the number of individuals or items moving out of a collective group over a specific period.

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Cloud computing

Cloud computing is an information technology (IT) paradigm that enables ubiquitous access to shared pools of configurable system resources and higher-level services that can be rapidly provisioned with minimal management effort, often over the Internet.

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Comparison of CRM systems

This article is a comparison of notable CRM systems.

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Consultant

A consultant (from consultare "to deliberate") is a professional who provides expert advice in a particular area such as security (electronic or physical), management, education, accountancy, law, human resources, marketing (and public relations), finance, engineering, science or any of many other specialized fields.

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Consumer behaviour

Consumer behaviour is the study of individuals, groups, or organizations and all the activities associated with the purchase, use and disposal of goods and services, including the consumer's emotional, mental and behavioural responses that precede or follow these activities.

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Consumer privacy

Consumer privacy is a form of information privacy concerned with the legal and political issues arising from the interaction of the public's expectation of privacy with the collection and dissemination of data by businesses or merchants.

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Corporate social responsibility

Corporate social responsibility (CSR, also called corporate sustainability, sustainable business, corporate conscience, corporate citizenship or responsible business) is a type of international private business self-regulation.

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Cross-selling

Cross-selling is the action or practice of selling an additional product or service to an existing customer.

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Customer

In sales, commerce and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange for money or some other valuable consideration.

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Customer data platform

Customer Data Platform (CDP) is a marketer-based management system.

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Customer engagement

Customer engagement is a business communication connection between an external stakeholder (consumer) and an organization (company or brand) through various channels of correspondence.

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Customer equity

Customer equity is the total combined customer lifetime values of all of the company’s customers.

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Customer experience

In commerce, customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship.

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Customer retention

Customer retention refers to the ability of a company or product to retain its customers over some specified period.

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Customer satisfaction

Customer satisfaction (often abbreviated as CSAT, more correctly CSat) is a term frequently used in marketing.

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Customer service

Customer service is the provision of service to customers before, during and after a purchase.

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Customer success

Customer success is the function at a company responsible for managing the relationship between a vendor and its customers.

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Data

Data is a set of values of qualitative or quantitative variables.

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Data analysis

Data analysis is a process of inspecting, cleansing, transforming, and modeling data with the goal of discovering useful information, informing conclusions, and supporting decision-making.

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Data collection

Data collection is the process of gathering and measuring information on targeted variables in an established systematic fashion, which then enables one to answer relevant questions and evaluate outcomes.

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Data mining

Data mining is the process of discovering patterns in large data sets involving methods at the intersection of machine learning, statistics, and database systems.

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Data quality

Data quality refers to the condition of a set of values of qualitative or quantitative variables.

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Data warehouse

In computing, a data warehouse (DW or DWH), also known as an enterprise data warehouse (EDW), is a system used for reporting and data analysis, and is considered a core component of business intelligence.

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Database

A database is an organized collection of data, stored and accessed electronically.

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Database marketing

Database marketing is a form of direct marketing using databases of customers or potential customers to generate personalized communications in order to promote a product or service for marketing purposes.

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Demography

Demography (from prefix demo- from Ancient Greek δῆμος dēmos meaning "the people", and -graphy from γράφω graphō, implies "writing, description or measurement") is the statistical study of populations, especially human beings.

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E-commerce

E-commerce is the activity of buying or selling of products on online services or over the Internet.

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Email

Electronic mail (email or e-mail) is a method of exchanging messages ("mail") between people using electronic devices.

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Enterprise resource planning

Enterprise resource planning (ERP) is the integrated management of core business processes, often in real-time and mediated by software and technology.

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Ethnography

Ethnography (from Greek ἔθνος ethnos "folk, people, nation" and γράφω grapho "I write") is the systematic study of people and cultures.

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Facebook

Facebook is an American online social media and social networking service company based in Menlo Park, California.

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Forrester Research

Forrester is an American market research company that provides advice on existing and potential impact of technology, to its clients and the public.

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Frito-Lay

Frito-Lay, Inc. is an American subsidiary of PepsiCo that manufactures, markets, and sells corn chips, potato chips, and other snack foods.

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Gamification

Gamification is the application of game-design elements and game principles in non-game contexts.

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Gartner

Gartner, Inc. is a global research and advisory firm providing insights, advice, and tools for leaders in IT, Finance, HR, Customer Service and Support, Legal and Compliance, Marketing, Sales, and Supply Chain functions across the world.

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Google+

Google Plus (stylized as Google+) is an Internet-based social network that is owned and operated by Google.

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Harley-Davidson

Harley-Davidson, Inc. (H-D), or Harley, is an American motorcycle manufacturer, founded in Milwaukee, Wisconsin in 1903.

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Health care

Health care or healthcare is the maintenance or improvement of health via the prevention, diagnosis, and treatment of disease, illness, injury, and other physical and mental impairments in human beings.

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History of marketing

The study of the history of marketing, as a discipline, is meaningful because it helps to define the baselines upon which change can be recognised and understand how the discipline evolves in response to those changes.

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IBM

The International Business Machines Corporation (IBM) is an American multinational technology company headquartered in Armonk, New York, United States, with operations in over 170 countries.

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Infor

Infor is a multi-national enterprise software company, headquartered in New York City, United States.

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Information technology

Information technology (IT) is the use of computers to store, retrieve, transmit, and manipulate data, or information, often in the context of a business or other enterprise.

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Instagram

Instagram is a photo and video-sharing social networking service owned by Facebook, Inc. It was created by Kevin Systrom and Mike Krieger, and launched in October 2010 exclusively on iOS.

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LinkedIn

LinkedIn is a business and employment-oriented service that operates via websites and mobile apps.

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Mainframe computer

Mainframe computers (colloquially referred to as "big iron") are computers used primarily by large organizations for critical applications; bulk data processing, such as census, industry and consumer statistics, enterprise resource planning; and transaction processing.

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Manufacturing

Manufacturing is the production of merchandise for use or sale using labour and machines, tools, chemical and biological processing, or formulation.

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Market segmentation

Market segmentation is the process of dividing a broad consumer or business market, normally consisting of existing and potential customers, into sub-groups of consumers (known as segments) based on some type of shared characteristics.

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Market share

Market share is the percentage of a market (defined in terms of either units or revenue) accounted for by a specific entity.

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Marketing automation

Marketing automation refers to software platforms and technologies designed for marketing departments and organizations to more effectively market on multiple channels online (such as email, social media, websites, etc.) and automate repetitive tasks.

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MBNA

MBNA Corporation was a bank holding company and parent company of wholly owned subsidiary MBNA America Bank, N.A., headquartered in Wilmington, Delaware, prior to being acquired by Bank of America in 2006.

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Microsoft

Microsoft Corporation (abbreviated as MS) is an American multinational technology company with headquarters in Redmond, Washington.

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Microsoft Dynamics CRM

Microsoft Dynamics CRM is a customer relationship management software package developed by Microsoft.

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Mike Muhney

Mike Muhney was the co-inventor, along with Pat Sullivan, of ACT! contact management software.

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Multichannel marketing

Multichannel marketing is the blending of different distribution and promotional channels for the purpose of Marketing.

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Nutshell CRM

Nutshell is a web and mobile customer relationship management (CRM) service.

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Online chat

Online chat may refer to any kind of communication over the Internet that offers a real-time transmission of text messages from sender to receiver.

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Opportunity management

Opportunity management (OM) has been defined as "a process to identify business and community development opportunities that could be implemented to sustain or improve the local economy".

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Oracle Corporation

Oracle Corporation is an American multinational computer technology corporation, headquartered in Redwood Shores, California.

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Pat Sullivan (programmer)

Pat Sullivan is recognized as a pioneer in the high-tech industry who co-created the contact manager ACT! along with his partner Mike Muhney.

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PeopleSoft

PeopleSoft, Inc. was a company that provided human resource management systems (HRMS), Financial Management Solutions (FMS), supply chain management (SCM), customer relationship management (CRM), and enterprise performance management (EPM) software, as well as software for manufacturing, and student administration to large corporations, governments, and organizations.

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Performance indicator

A performance indicator or key performance indicator (KPI) is a type of performance measurement.

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Personalization

Personalization, broadly known as customization, consists of tailoring a service or a product to accommodate specific individuals, sometimes tied to groups or segments of individuals.

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Personally identifiable information

Personal information, described in United States legal fields as either personally identifiable information (PII), or sensitive personal information (SPI), as used in information security and privacy laws, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context.

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Pinterest

Pinterest is a web and mobile application company that operates a software system designed to discover information on the World Wide Web, mainly using images and on a shorter scale, GIFs and videos.

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Predictive analytics

Predictive analytics encompasses a variety of statistical techniques from predictive modelling, machine learning, and data mining that analyze current and historical facts to make predictions about future or otherwise unknown events.

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Pricing

Pricing is the process whereby a business sets the price at which it will sell its products and services, and may be part of the business's marketing plan.

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Privacy law

Privacy law refers to the laws that deal with the regulating, storing, and using of personally identifiable information of individuals, which can be collected by governments, public or private organizations, or other individuals.

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Productivity

Productivity describes various measures of the efficiency of production.

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Profit (economics)

In economics, profit in the accounting sense of the excess of revenue over cost is the sum of two components: normal profit and economic profit.

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Relationship marketing

Relationship marketing was first defined as a form of marketing developed from direct response marketing campaigns which emphasizes customer retention and satisfaction, rather than a focus on sales transactions.

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Return on investment

Return on investment (ROI) is the ratio between the net profit and cost of investment resulting from an investment of some resource.

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RightNow Technologies

Oracle RightNow is a customer relationship management (CRM) software service for enterprise organizations.

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Sales

Sales is activity related to selling or the amount of goods or services sold in a given time period.

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Sales effectiveness

Sales effectiveness refers to the ability of a company’s sales professionals to “win” at each stage of the customer’s buying process, and ultimately earn the business on the right terms and in the right timeframe.

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Sales force management system

Salesforce management systems (also sales force automation systems (SFA)) are information systems used in customer relationship management (CRM) marketing and management that help automate some sales and sales force management functions.

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Sales management

Sales management is a business discipline which is focused on the practical application of sales techniques and the management of a firm's sales operations.

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Sales promotion

Sales promotion is one of the elements of the promotional mix.

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Salesforce.com

Salesforce.com, Inc. (styled in its logo as salesƒorce; abbreviated usually as SF or SFDC) is a US cloud computing company headquartered in San Francisco, California.

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SAP SE

SAP SE (Systeme, Anwendungen und Produkte in der Datenverarbeitung, "Systems, Applications & Products in Data Processing") is a German-based European multinational software corporation that makes enterprise software to manage business operations and customer relations.

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Self-service

Self-service is the practice of serving oneself, usually when purchasing items.

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Siebel Systems

Siebel CRM Systems, Inc. was a software company principally engaged in the design, development, marketing, and support of customer relationship management (CRM) applications.

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Single customer view

A single customer view is an aggregated, consistent and holistic representation of the data held by an organisation about its customers that can be viewed in one place, such as a single page.

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Social CRM

Social CRM (customer relationship management) is use of social media services, techniques and technology to enable organizations to engage with their customers.

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Social media

Social media are computer-mediated technologies that facilitate the creation and sharing of information, ideas, career interests and other forms of expression via virtual communities and networks.

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Social psychology

Social psychology is the study of how people's thoughts, feelings, and behaviors are influenced by the actual, imagined, or implied presence of others.

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Social science

Social science is a major category of academic disciplines, concerned with society and the relationships among individuals within a society.

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Socially responsible marketing

Socially responsible marketing is a marketing philosophy that a company should take into consideration; "What is in the best interest of society in the present and long term?"Armstrong, Gary, and Philip Kotler.

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Software as a service

Software as a service (SaaS) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted.

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Spreadsheet

A spreadsheet is an interactive computer application for organization, analysis and storage of data in tabular form.

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SuccessFactors

SAP SuccessFactors is an American multinational company headquartered in South San Francisco, California, providing cloud-based human capital management (HCM) software solutions using the Software as a service (SaaS) model.

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SugarCRM

SugarCRM is a software company based in Cupertino, California.

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Survey (human research)

In research of human subjects, a survey is a list of questions aimed at extracting specific data from a particular group of people.

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Sustainable market orientation

Traditionally, market orientation (MO) focuses on microenvironment and the functional management of an organisation.

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Thomas Siebel

Thomas M. Siebel (born November 20, 1952) is an American business executive.

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Twitter

Twitter is an online news and social networking service on which users post and interact with messages known as "tweets".

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Upselling

Upselling is a sales technique where a seller induces the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitable sale.

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Vendor relationship management

Vendor relationship management (VRM) is a category of business activity made possible by software tools that aim to provide customers with both independence from vendors and better means for engaging with vendors.

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Web search engine

A web search engine is a software system that is designed to search for information on the World Wide Web.

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Website tracking

Website tracking refers to the act of archiving existing websites and tracking changes to the website over time.

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Yelp

Yelp is an American multinational corporation headquartered in San Francisco, California.

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References

[1] https://en.wikipedia.org/wiki/Customer_relationship_management

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