Glossary

Abandoned shopping cart: Set of products a customer intended to buy, but did not ultimately purchase. Although possible in a brick-and-mortar store, the term more accurately applies to a Web site where a visitor collected one or more items in his virtual basket but never made it as far as checkout.

Affinity analysis: Detecting sets of products or services purchased together. Example: Tortilla chips and salsa.

Analytical CRM: Use of data originating through front-office or operational CRM to enhance customer relationships. Combined with other organizational or external data to evaluate key business measures such as customer satisfaction, customer profitability, or customer loyalty to support business decisions.

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