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Site navigation scheme 

Tools provided to the user to 

move between different information on a website.

 Site-  visitor  activity  data 

Information on content and 

services accessed by  e-  commerce site visitors.

Situation analysis 

Environment analysis and review of 

internal processes and resources to inform strategy.

SMS (short message services) 

The formal name  

for text messaging.

Social commerce 

Social commerce is a subset of   

e-  commerce which encourages participation and 

interaction of customers in rating, selecting and buying 

products through group buying. This participation can 

occur on an  e-  commerce site or on  third-  party sites.

Social CRM 

The process of managing  customer-  to- 

 customer conversations to engage existing customers, 

prospects and other stakeholders with a brand and so 

enhance   customer-  relationship  management.