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Glossary

Sense and respond communications 

Delivering 

timely, relevant communications to customers as part of 

a contact strategy based on assessment of their position 

in the customer life cycle and monitoring specific 

interactions with a company’s website, emails and staff.

Servers 

See Web servers.

Service level agreement 

A contractual specification 

of service standards a contractor must meet.

 Service-  oriented  architecture  (SOA) 

A   service- 

 oriented architecture is a collection of services that 

communicate with each other as part of a distributed 

systems architecture comprising different services.

Session cookies 

Cookies used to manage a single 

visitor session.

Share of search 

The audience share of Internet searches 

achieved by a particular audience in a particular market.