Agent	E-Commerce system	Online shopping
Architecture	E-Customer	Online store
Auction Technology	EDI	Payment systems
B2B	Electronic business	Payment transaction
B2C	Electronic commerce	Project Management
Back End	Encryption	Retail
Bot	E-Retail	Security
Broad band	E-tail	Server management tools
Business models	Extranet	Shopbot
Business process	Firewalls	Shopping store
Business to Business	Front End	Storefront
Business to Consumer	Fulfillment	System integration
Contex builder	Hosting	Taxation E-Commerce
Credit card	Interface design tools	Technology trends
Customisation	Intermediaries	Transaction platform
Data security	Internet 2	Virtual shopping
Database	Internet commerce	WAP
Digital economy	Internet commerce value chain	Web Site Management tools
Digital product	Intranet	Web Technologies
Digital signatures	It Infrastructure	Wired consumer
E-Business	Middelware	Wired Customer
E-Commerce	Net economy	Wireless applications
E-Commerce Consulting	Network	Wireless E-Commerce
	Online environment	XML

B. One to One marketing/CRM keywords/Others

Adaptive marketing	Customer/information profiling	New competitive rules
Added value for customers	Customer-focused organization	One customer at a time
Analyze profitability by customer	Customers’ positive interaction	One to one advertising and promotion
Applications tools for customer care, salesforces, customer support, helpdesk, competition and customer intelligence	Customization	One to one interactive discussion communities
Automated customer data tracking software	Customized web pages	One to one presentation, collaboration
Automating business processes	Data mining tools	One to one push
Best practices	Data warehouse	One to one web interactivity
Buying behavior	Database driven sites	One to one web site personalization
Call process	Database integration	One-to-one marketing
Change management	Database marketing	One-to-one web marketing and services
Client relations	Database marketing system	Online communication
Community	Database technology	Online customer service
Community-building technologies	Databases of customer information	Order status inquiries and interactive order processing
Competitive intelligence	Data mining	Partnership
Competitive analysis	Development of programs that promote customer loyalty and customer retention	Performance measurement
Complaint management software	Dialog	Permission marketing
Consumer intelligence system	Dialog marketing	Personal message
Contact center market	Differentiate customer service	Personal response handling system
Convenience	Differentiate customers	Personalized marketing
Cross selling	Differentiated service	Personalized services
Customer applications	Direct marketing	Portal surfing
Customer acquisition	Electronic tracking software	Proactive database marketing systems
Customer as an assets	Enterprise customer care	Project management
Customer assist center	Evolution of customer care	Protecting privacy
Customer base	Experience-based marketing	Quality assurance information
Customer behavior	Field service information	Quality customer service
Customer bill of rights	Focusing on customer needs	Re-engineering of processes that touch the customer(include marketing, sales acquisition, order entry, after-sales service, customer complaints/comments process
Customer call/contact center	Gathering data	Relationship marketing
Customer care	GroupWare tools	Relationship marketing experts
Customer care information system	GroupWare tools	Response rate
Customer care process	Help desk	Sales and customer-service related software systems
Customer care/call center applications	Hotline support	Sales force automation
Customer complaint management	IDEAS ‘97	Segment level targeting
Customer control	Identify customer	Segmentation
Customer databases	Importance of customer	Service strategy
Customer dialog	Incentive for customer	Share of customers
Customer dissatisfaction factors	Information sharing	Software packages for tracking, logging, responding to customer complaints
Customer focus	Information tools	Software solution(sales force automation tools, contact management software)
Customer individually dialog	Innovation service excellence	Strategic account management
Customer information retrieval systems	Integration multiple software systems	Strategic account management
Customer involvement	Intelligent agents	Strategic customer
Customer involvement	Interaction with customers	Strategic customer care
Customer issues tracking	Interactive recommendation system	Strategic partnership
Customer loyalty and retention	Interactive technology	Support technology
Customer management practices	Interactive, web-enabled order entry system	Tailoring to customer need
Customer needs	Internet applications	Target marketing
Customer profile	Investment in customer relationship technology	Technical help desk
Customer profile	Knowledge management	Technology and communicationConference callVoice mail/e-mailDatabases (discussion)
Customer relationship management	Knowledge-based marketing	Technology customer care
Customer relations	Law of repeat purchases	Telecommunication technology
Customer research	Learning customer relationship	The call industry
Customer retention	Learning relationship	The customer partnership
Customer satisfaction	Link between technology and information investment	Track software
Customer satisfaction index (CSI)	Loyalty marketing	Virtual selling
Customer segmentation	Marketing on the internet	Virtual selling models
Customer segmentation systems	Market and customer management(MCM)	Voice of the customer (VOC)
Customer service	Mass marketing	Web interactivity (shockwave, flash, java, database forms, streaming, audio/video
Customer total experience	Measuring customer satisfaction	Web site tracking/traffic analysis

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Kunnskapskilden

Kunnskapskilden – E-Business

Kunnskapskilden – E-Business – E-Business, E-Customer, Relationship and Interactivity

Dissertation The E-Business, the E-Customer, their Relationship and Interactivity

Jan Vig

Dissertation av Jan Vig om E.Business, E-Customer, Relationship and Interactivity (286 sider) i forbindelse med Masterstudie i Information Technology and Communication Juni 2000.

The E-Retailer Business, the E-Customer, their Relationship and Interactivity

Table of Contents

7

Appendix

Appendix 2

E-Commerce and 1to1 Marketing/CRM Keywords

A. E-Commerce Keywords

B. One to One marketing/CRM keywords/Others

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Kunnskapskilden – E-Business –
E-Business, E-Customer, Relationship and Interactivity

Dissertation
The E-Business, the E-Customer,
their Relationship and Interactivity

The E-Retailer Business, the E-Customer,
their Relationship and Interactivity