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Glossary



Folksonomy

A folksonomy is a user-defined taxonomy used to create, categorize and retrieve web content such as user
generated content, Web pages, images and links, using descriptors called tags. The folksonomic tagging is
intended to make content or information increasingly easy to search, discover, and navigate over time. A mature
folksonomy often evolves to become a shared vocabulary that is both originated and understood by its user
community. Users often discover who created a given folksonomy tag and may then reference other tags that
the person created. Part of the appeal of folksonomy is its inherent subversiveness. When given the choice of
the web site search tools, folksonomies can be seen as a rejection of the search engine status quo in favor of
a structure that is created by the community.

CRM relevance: Highly relevant within Web 2.0 and social media context.

Front Office Solution

Software applications designed to assist organizations with the management of tasks and processes related
to customer-facing departments. This is usually a CRM solution, but may include any other applications used in
the customer lifecycle.

CRM relevance: Highly relevant and this term is often used interchangably with "CRM" or Customer Relationship Management".