Below are this chapter's featured key terms. The textbook's full glossary is also available for online searching.
 

bots	Electronic shopping agents or robots that comb Websites to compare prices and product or service features. (See page(s) See page 565 in your textbook.)
choiceboard	An interactive, Internet/Web-enabled system that allows individual customers to design their own products and services. (See page(s) See page 558 in your textbook.)
collaborative filtering	A process that automatically groups people with similar buying intentions, preferences, and behaviours and predicts future purchases. (See page(s) See page 558 in your textbook.)
cookies	Computer files that a marketer can download onto the computer of an online shopper who visits the marketer's Website. (See page(s) See page 568 in your textbook.)
customer experience	The sum total of interactions that a customer has with a company's Website. (See page(s) See page 560 in your textbook.)
customerization	The growing practice of customizing not only a product or service but also personalizing the marketing and overall shopping and buying interaction for each customer. (See page(s) See page 566 in your textbook.)
dynamic pricing	The practice of changing prices for products and services in real time in response to supply and demand conditions. (See page(s) See page 567 in your textbook.)
eCRM	A Web-centric, personalized approach to managing customer relationships electronically. (See page(s) See page 558 in your textbook.)
eight-second rule	Customers will abandon their efforts to enter and navigate a Website if download time exceeds eight seconds. (See page(s) See page 566 in your textbook.)
interactive marketing	Two-way buyer-seller electronic communications in a computer-mediated environment in which the buyer controls the kind and amount of information received from the seller. (See page(s) See page 558 in your textbook.)
multichannel marketing	The blending of different communication and delivery channels that are mutually reinforcing in attracting, retaining, and building relationships with consumers. (See page(s) See page 570 in your textbook.)
online consumers	The subsegment of all Internet/Web users who employ this technology to research products and services and make purchases. (See page(s) See page 562 in your textbook.)
permission marketing	The solicitation of a consumer's consent (called "opt-in") to receive e-mail and advertising based on personal data supplied by the consumer. (See page(s) See page 559 in your textbook.)
personalization	The consumer-initiated practice of generating content on a marketer's Website that is custom tailored to an individual's specific needs and preferences. (See page(s) See page 559 in your textbook.)
portals	Electronic gateways to the World Wide Web that supply a broad array of news and entertainment, information resources, and shopping services. (See page(s) See page 568 in your textbook.)
spam	Electronic junk mail or unsolicited e-mail. (See page(s) See page 567 in your textbook.)
viral marketing	An Internet/Web-enabled promotional strategy that encourages users to forward marketer-initiated messages to others via e-mail. (See page(s) See page 567 in your textbook.)
Web communities	Websites that allow people to congregate online and exchange views on topics of common interest. (See page(s) See page 567 in your textbook.)