ISTM Exam 4

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viral marketing

A technique that induces websites or users to pass on a marketing message

Unidentified visitor

A visitor is an individual who visits a website. An unidentified visitor means that no information about that visitor is available.

Web Browser

Allows users to access the WWW

identified visitor

An ID is available that allows a user to be tracked across multiple visits to a website

Which of the following is a common customer service CRM metric?

Average time to resolution

Business-to-________ applies to businesses buying from and selling to each other over the Internet.

Business

Consumer-to-_________ applies to any consumer who sells a product or service to a business on the Internet.

Business

What is a plan that details how a company creates, delivers, and generates revenues?

Business model

What applies to customers offering goods and services to each other on the Internet?

C2C

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

Campaign Management System

Real-time _________ occurs when a system updates information at the same rate it receives it.

Communication

Business-to-__________ applies to any business that sells its products or services directly to consumers online.

Consumer

Where do customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Contact center

Select the two terms representing a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.

Contact center/ Call center

What helps companies manage the creation, storage, editing, and publication of their website content?

Content management systems

What implies that organizations that cannot adapt to the new demands placed on them for surviving in the information age are doomed to extinction?

Digital darwinism

Provides web-based self-service tools that streamline and automate the human resource department.

Employee Relationship Management (ERM)

Select the four challenges facing ebusiness.

Ensuring consumer protection,Identifying limited market segments,Managing consumer trust,Adhering to taxation rules

Content Provider

Generates revenues by providing digital content such as news, music, photos, or videos EX:netflix, iTunes, CNN

What is the current version of HTML that delivers everything from animation to graphics and music to movies?

HTML 5

Create the illusion that a large number of potential customers are clicking the advertiser's links when in fact there is no likelihood that any of the clicks will lead to profit for the advertiser.

Hitbots

What is the Internet protocol web browsers used to request and display web pages using universal resource locators?

Hypertext Transport protocol

What measures the number of people a firm can communicate with all over the world?

Information reach

What is a company that provides access to the Internet for a monthly fee?

Internet service provider

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

List generator

What compiles customer information from a variety of sources and segment it for different marketing campaigns?

List generators

What is the ability of an organization to tailor its products or services to the customers' specifications?

Mass customization

Select three interactivity measurements.

Number of repeat visits to an ad,Time spent viewing the ad,Number of pages viewed

unique visitor

One who can be recognized and counted only once within a given period of time

Discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Partner relationship Management (PRM)

What converts an audio broadcast to a digital music player?

Podcasting

World Wide Web (WWW)

Provides access to Internet information through documents including text, graphics, audio, and video files that use a special formatting language called HTML

What occurs when a system updates information at the same rate it receives it?

Real-time communication

Information _________ refers to the depth and breadth of details contained in a piece of textual, graphic, audio, or video information.

Richness

Focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Supplier relationship management (SRM)

visit depth

The total number of unique pages a visitor is exposed to during a single visit to a website.

What allows people at two or more locations to interact via two-way video and audio transmissions simultaneously as well as share documents, data, computer displays, and whiteboards?

Videoconference

What is a term to refer to the World Wide Web during its years of operation between 1991 and 2003?

Web 1.0

What allows users to access the WWW?

Web Browser

What blends videoconferencing with document sharing and allows the user to deliver a presentation over the web to a group of geographically dispersed participants?

Web conferencing

hits

When visitors reach a website, their computer sends a request to the site's computer server to begin displaying pages. Each element of a requested page is recorded by the website's server log file as a "hit"

URL (Uniform Resource Locator)

_______ is the address of a Web page on the World Wide Web.

banner ad

a box running across a website that advertises the products and services of another business, usually another ebusiness

Click-and-Mortar Business

a business that operates in a physical store and on the internet ex; barnes and Nobel

Brick-and-Mortar Business

a business that operates in a physical store without an internet presence ex:tjmax

Pure-Play (Virtual) Business

a business that operates on the internet only without a physical store Ex: google

Click-through

a count of the number of people who visit one site and click on an advertisement that takes them to the site of the advertiser

What is automatic call distribution?

a phone switch routes inbound calls to available agents

Applet

a program that runs within another application such as a website

Domain name hosting (web hosting)

a service that allows the owner of a domain name to maintain a simple website and provide email capacity

instant messaging

a service that enables instant or real-time communication between people

cookie

a small file deposited on a hard drive by a website containing information about customers and their web activities

pop-up ad

a small web page containing an advertisement that appears outside of the current website loaded in the browser

Allow a business to generate commissions or referral fees when a customer visiting its website clicks a link to another merchant's website.

affiliate program

associate program

allows a business to generate commissions or referral fees when a customer visiting its website clicks a link to another merchant's website

video conferencing

allows people at two or more locations interact via video and audio transmission

online marketplaces

bring together buyers and sellers of products and services EX: amazon, Ebay, Priceline

The abuse of pay-per-click, pay-per-call, and pay-per-conversion revenue models by repeatedly clicking a link to increase charges or costs for the advertiser.

click fraud

A computer crime in which a competitor or disgruntled employee increases a company's search advertising costs by repeatedly clicking the advertiser's link.

competitive click fraud

Consumer-to-__________ applies to customers offering goods and services to each other on the Internet.

consumer

Which of the following operational CRM technologies does the customer service department typically use?

contact Center, web based self-service, call scripting

Podcasting

converts an audio broadcast to a digital music player

What is a part of operational CRM that automates service requests, complaints, product returns, and information requests?

customer service and support

Mass ___________ is the ability of an organization to tailor its products or services to the customers' specifications.

customization

What is a type of mediation that refers to the creation of new kinds of intermediaries that simply could not have existed before the advent of ebusiness?

cyber mediation

What is an individual who studies the interaction between humans and technology, observing how technology can shape humans' lives?

cyborg anthropologist

__________ Darwinism implies that organizations that cannot adapt to the new demands placed on them for surviving in the information age are doomed to extinction.

digital

A(n) ___________ technology is a new way of doing things that initially does not meet the needs of existing customers.

disruptive

What is a new way of doing things that initially does not meet the needs of existing customers?

disruptive technology

email

exchange of digital messages over the internet

Pay-per-call

generates revenue each time a user clicks on a link that takes the user directly to an online agent waiting for a call

pay-per-click

generates revenue each time a user clicks on a link to a retailer's website

Pay-per-conversion

generates revenue each time a website visitor is converted to a customer

content management system

helps companies manage the creation, storage, editing, and publication of their website content

What measures advertising effectiveness by counting visitor interactions with the target ad?

interactivity

What is a massive network that connects computers all over the world and allows them to communicate with one another?

internet

__________ generators compile customer information from a variety of sources and segment it for different marketing campaigns.

list

Chris Anderson, editor-in-chief of Wired magazine, describes niche-market ebusiness strategies as capturing the ______ tail, referring to the tail of a typical sales curve.

long

select three ebusiness advantages

opening new markets, expanding global reach, Reducing Cost

Portals

operate central website for users to access specialized content and other services Ex:Google, yahoo

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

operational

Transaction Broker

processes on-line sales transactions in return for a fee Ex; trade, charlesscwabb

Infomediaries

provide specialized information on behalf of producers of goods and services and their potential customers EX: edmonds.com, Zillow

service provider

provides services such as photo sharing, video sharing, online backup and storage EX: Flickr,youtube

Which of the following is a challenge of sustaining technology?

providing a product that does not meet existing customers needs

What is website software that finds other pages based on keyword matching similar to Google?

search engine

Hypertext Transfer Protocol (HTTP)

the internet protocol web browsers use to request and display web pages using universal resource locators

stickiness

the length of time a visitor spends on a website

What describes niche-market ebusiness strategies that capture the tail of a typical sales curve?

the long-tail

raw visit depth

the total number of pages a visitor is exposed to during a single visit to a website

What is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products?

uplift modeling

________ modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

uplift modeling


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