Chapter 5 - E-Business: Managing the Customer Experience Flashcards
1
Q
E-Business
A
- Conducting online transactions with customers by collecting and analyzing business information, carrying out the exchanges, and maintaining online relationships with customers
2
Q
E-Marketing
A
- Strategic process of creating, distributing, promoting, and pricing goods and services to a target market over the Internet or through digital tools
3
Q
Interactive Marketing
A
- Buyer-seller communications in which the customer controls the amount and type of information received from a marketer through channels such as the Internet and virtual reality kiosks
4
Q
Corporate Websites
A
- Site designed to increase a firm’s visibility, promote its offerings, and provide information to interested parties
5
Q
Marketing Websites
A
- Site whose main purpose is to increase purchases by visitors
6
Q
Business-to-business (B2B) Marketing
A
- Use of the Internet for business transactions between organizations
7
Q
E-Procurement
A
- Use of the Internet by organizations to solicit bids and purchase goods and services from suppliers
8
Q
Business-to-Consumer (B2C) E-Marketing
A
- Selling directly to consumers over the Internet
9
Q
Electronic Storefronts
A
- Company websites that sell products to customers
10
Q
Electronic Shopping Cart
A
- File that holds items the online shopper has chosen to buy
11
Q
Bots (Shopbots)
A
- Software program that allows online shoppers to compare the price of a particular product offered by several online retailers
12
Q
Encryption
A
- The process of encoding data for security purposes
13
Q
Secure Sockets Layer (SSL)
A
- Technology that secures a website by encrypting information and providing authentcation
14
Q
Electronic Signatures
A
- Electronic identification that allows legal contracts such as home mortgages and insurance policies to be exchanged online
15
Q
Firewall
A
- Electronic barrier between a company’s internal network and the Internet that limits access into and out of the network
16
Q
Phishing
A
- High-tech scam that uses authentic-looking email or pop-up messages to get unsuspecting victims to reveal personal information
17
Q
Vishing
A
- Scam that collects personal information through voice response systems
- Stands for voice phishing
18
Q
Smishing
A
- Scam that collects personal information through sell phone text messages
- Stands for SMS (short message service) phishing
19
Q
Channel Conflicts
A
- Conflicts among manufacturers, wholesalers, and retailers
20
Q
Spam
A
- Popular name for junk email
21
Q
Blog
A
- Short for Web Log
- An online journal for an individual or organization
22
Q
Wiki
A
- Web Page that anyone can edit
23
Q
Podcast
A
- Online audio or video file that can be downloaded to other digital devices
24
Q
Banner Ads
A
- Strip message placed in high-visibility areas of frequently visited websites
25
Q
Pop-up Adds
A
- Separate window that pops up with an advertising message
26
Q
Pre-roll Video Ads
A
- Brief marketing message that appears before expected video content
27
Q
Search Market
A
- Paying search engines, such as Google, a fee to make sure the company’s listing appears toward the top of search results
- AKA: Search Engine Optimization (SEO)
28
Q
Web-to-Store Shoppers
A
- Consumers who use the Internet as a tool when shopping at brick-and-mortar retailers
29
Q
Click-Through Rates
A
- Percentages of people presented with a banner ad who click on it
30
Q
Conversion Rate
A
- Percentage of visitors to a website who make a purchase
31
Q
Engagement
A
- Amount of time users spend on sites
