ISTM Exam 4
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
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
