Application Programming Interface (API)
Offered by various software applications that enable one application to "call" various functionality within another application
This feature can greatly enhance the user experience when working with two integrated applications. For example, working within the CRM application a user clicks a button that automatically adds a new record to an outside application, thus saving the time and effort of manually launching the app and adding records.
Application Service Provider (ASP)
A company that offers software products over the internet. Also see Software as a Service (SaaS)
This term is often used in conjunction with SaaS (Software as a Service) and simply defines a company that offers this deployment method for software solutions
Citrix
Very popular technology that enables the user to access software applications and data files from a remote site in a 'virtual" environment. Also see Terminal Services
This software is truly powerful for administering and delivering virtually any software or data across the web without need for software installation (a small "think client" application is required for this capability
CTI (Computer Telephony Integration)
Technology that allows seamless integration between n a phone system and specific software applications.
CTI has been around for years but has become more popular as technology for integration improves. Depending on call volume, this technology can dramatically improve productivity and reduce fatigue. It can also promote standards in reporting, productivity analytics and performance metrics.
Customer Relationship Management (CRM)
The philosophy and practice of deploying tools, technology and methodologies to manage and cultivate new and existing relationships with customers, partners and teams across an enterprise or business unit.
This term is obviously the cornerstone of our business. Recently however, it's been so overused that very few individuals truly understand its meaning. CRM is not just software or technology but a philosophy that embraces the desire to continuously improve the quality of relationships in business.
DNC (Do Not Call)
National registry designed to prevent unwanted calls from telemarketing companies. For details go to http://www.fcc.gov/cgb/donotcall/
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For those businesses that require outbound dialing to purchased lists, integration the national DNC list is critical. This technology checks the number to be called against the registry and prevents calls on matching phone numbers. Failure to adhere to policies of the DNC registry can result in fines of over $17,000 per incident.
Email Marketing
Software application that manages and controls the ability to launch an email campaign (one or more emails) to potentially thousands of recipients
Email marketing has become extremely popular (and in some cases heavily abused) for marketing strategies. When used effectively, email marketing can be an extremely economical means for branding, product awareness and CRM strategies. In many cases, email marketing solutions are available as a "hosted" solution so that the user is not burdened by the requirements for administering the email system
Foundational CRM
The implementation of technologies and strategies that incorporate all aspects of CRM (sales, marketing, support, customer service and human resources)
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This term is important to understand. Given that CRM is an often used term, only foundational CRM delivers "true customer relationship" as opposed to offering partial solutions/practices
Internal Customer
From the perspective of a company's management team, this normally defines employees or non-customers who are customers in the sense that they have needs and requirements just as a customer would.
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The internal customer is so often overlooked in deployment of CRM systems in that, because they are not seen as a "customer" they are treated with indifference in terms of needs and requirements for system features and for proper training and support.
Mobile CRM
The ability to access and manage CRM applications and data via a mobile device
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AS one of the biggest trends in CRM, newer mobile technology combined with today's younger generations' embracement of the mobile device as a staple of daily living, this is an area that should see explosive growth in the near future. Mobile CRM has been around for years but is just now becoming "user friendly" enough to be a viable solution and even alternative to traditional methods for accessing a CRM system.
On Demand
Term used to imply the ability to access a software application over the web any time, anywhere.
See Options for Deployment Explained for more information
On Premise
Defines the usage of software which is physically installed on a local computer network
See Options for Deployment Explained for more information
Service Oriented Architecture (SOA)
Software code (such as web services) designed to enable business processes shared across multiple applications
An important strategy for any integrated suite of software applications, SOA allows a business or workflow process to be written once and shared by multiple applications. This drives efficiency and standards across the enterprise for workflow consistency in an otherwise disparate system design.
Software as a Service (SaaS)
Software offered via a "hosted" service as opposed to being used on a local computer
"Hosted" solutions are becoming increasingly popular as a choice for using software solutions. There are several benefits; however, there are also limitations as well. See Options for Deployment Explained for more information
Terminal Services
Microsoft's solution for Remote access to software and/or data over the web - Also see Citrix
Terminal Services is very similar to technology offered by Citrix Systems. Although not as powerful as Citrix for large deployments, it's a great solution for accessing applications and data from any remote location
Virtual Desktop
Remote access to a user's desktop of software applications and files. Also see Citrix and Terminal Services
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This is often one the most overlooked needs in crating a "web" experience for employees. The ability to access a common desktop to launch and access programs and data files is a critical part of any remote employee's needs. Technology such as Terminal Servicer and Citrix Metaframe can provide this experience through their solutions.
VoIP (Voice Over Internet Protocol)
Technology that allows deployment or usage of phone equipment utilizing an internet connection
Still in its infancy, VOIP has seen tremendous growth and adoption in a very short time. Although the kinks haven't all been ironed out, this seems to be the wave of the future in telephony.
Web 2.0
Term used to describe more refined techniques and business ideas to exploit the capabilities of communication via the Internet
This is NOT a new technology! It's simply a phrase used to describe or imply more creative web application that take advantage of technologies that have been available for quite some time. Examples include web portals, Social networks, blogs, etc.
Web Portal
Web site and/or web page specifically designed for access to critical information that affects the customer.
Web portals are becoming an increasingly popular mechanism for not only providing a means for interaction with customers but also for dramatically improving customer service and efficiencies in supporting the customer. The best-used portals offer not only updated information for the customer but also provide the ability for customers to update or add new data about their account. Common uses for this technology include customer support and on-line shopping web pages.
Web Services
See Service Oriented Architecture
Web services are used extensively in order to achieve a truly SOA environment and can greatly improve efficiencies in software integration and usage
XML (Extensible Markup Language)
Very popular programming language used in formatting data files that include the actual data in addition to data definitions
This technology is widespread and very commonly used for integrating data elements between two or more applications. It offers significant advantages over traditional data file types (csv, etc.) in that an XML file contains not only the data but also the definitions of what that data represents.