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Glossary of Intershop Terms



cache management

In Intershop 7/Intershop Commerce Management, cache management refers to the common approach for controlling all types of caches as provided by the cache engine. This includes

  • implementation and registration of caches that are assigned to the cache layers at development time
  • (selective) clearing of caches at runtime
  • monitoring and configuration of caches at runtime
Overview - Cache Management
call centerA call center or customer care center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone or e-mail. A call center is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, product services and debt collection are also made. In addition to a call center, collective handling of letters, faxes, live chat and e-mails at one location is known as a contact center. See Intershop Contact Center.
call center softwareA call center software is a software used by a call center to handle the requests of customers. The history of requests will be tracked. See Intershop Contact Center.

In Intershop 7/Intershop Commerce Management, campaigns provide a means to combine multiple promotions.

In addition, shop managers can assign dedicated content assets to campaigns as well as define specific target groups and validity periods for campaigns.

Overview - Campaigns
CAPTCHA frameworkIn Intershop 7/Intershop Commerce Management, the CAPTCHA framework provides the ability to connect to any CAPTCHA validation service/provider or implementation. The implementation is based on the managed service framework for easy activation and configuration both globally and based on individual features.Overview - CAPTCHA

Conversion of an authorized transaction into an invoiceable transaction when the goods are delivered or services are rendered to the consumer.

legal requirment: Only the invoiced amount of the delivered products can be captured.

card authorizationA card authorization (also authorisation hold, preauthorization) is the practice within the banking industry of authorizing electronic transactions done with a debit card or credit card and holding this balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off."
In the case of debit cards, authorization holds can fall off the account anywhere from 1-5 days after the transaction date depending on the bank's policy; in the case of credit cards, holds may last as long as 30 days, depending on the issuing bank.

card security code

The Card Security Code (CSC), sometimes called

  • Card Verification Value (CVV or CV2),
  • Card Verification Value Code (CVVC),
  • Card Verification Code (CVC),
  • Verification Code (V-Code or V Code) or
  • Card Code Verification (CCV)
    is a security feature for credit card or debit card transactions, giving increased protection against credit card fraud.

There are actually several types of security codes:

  • The first code, called CVC1 or CVV1, is encoded on the magnetic stripe of the card and used for transactions in person.
  • The second code, and the most cited, is CVV2 or CVC2. This CSC (also known as a CCID or Credit Card ID) is often asked for by merchants for them to secure "card not present" transactions occurring over the Internet, by mail, fax or over the phone. In many countries in Western Europe, due to increased attempts at card fraud, it is now mandatory to provide this code when the cardholder is not present in person.

Card Security Code should not be confused with 3-D Secure .


A carrier is a company (e.g., DHL, Hermes) that transports products or services for example from:

  • The fulfillment center to the consumer to deliver the ordered products
  • The consumer back to the fulfillment center in case of returns
  • The client to the storage of the fulfillment center
  • The fulfillment center back to the client in case of return surplus of stock.

Normally the carrier and the fulfillment center are under contract.


Depending on the context, "cartridge" may refer to different concepts:

  1. System Administrator:
    One type of deployment components for implementation artifacts that provides business logic or technical functionality to Enfinity Suite 6/Intershop 7/Intershop Commerce Management.
  2. Developer:
    A code container for programming artifacts like templates, pipelines, Java code etc. that provides business logic or technical functionality to Enfinity Suite 6/Intershop 7/Intershop Commerce Management.
Overview - Cartridge
cartridge APIThe cartridge API (CAPI) is the API for implementing, enhancing or customizing functionality within an Enfinity Suite 6 / Intershop 7 / Intershop Commerce Management application server. The CAPI consists of Java interfaces and classes which are contained in cartridges. 
cash in advanceCash in advance is a financial transaction / payment method used e.g. in online shop. The purchase price will be transferred to the clients bank account in advance, that means before the products will be delivered. The transfer is triggered and done by the consumer himself. The products will be delivered when the payment has been received on the clients bank account.
cash on delivery

Cash on delivery (also known as collect on delivery) is a financial transaction / payment method where the payment of products or services received is done at the time of actual delivery. The products will be handed over only if the consumer pays at time of delivery. The payment is made to the carrier directly.

From the consumer's point of view this payment method is a secure payment method since he/she pays when the products have been delivered.

From the client's point of view it is a secure payment method as well, since the products will be handed over only if the consumer pays at time of delivery.


A catalog is a view on the product repository that groups products along a specific context.

Catalogs are usually structured (see category) to reflect

  • product classifications
  • internal product management structures (e.g. by source, by commodity group)
  • storefront categorization (navigation structure and breadcrumbs)

Products become part of a catalog via product assignment.

Overview - Catalog Management
catalog change trackingmechanism in Enfinity Suite 6, Intershop 7 and Intershop Commerce Management that allows for listing all products that have been edited by the supplier after adding them to a local repository 
catalog filtermechanism to define catalog views, i.e., to include or exclude categories, depending on department roles
catalog sharingmechanism to make catalogs available across multiple channels and thus centralized management and reduction of administrative efforts
catalog viewfilter mechanism to control the visibility of catalog content on an organization-specific levelConcept - Catalog Views

A category is a structuring element for catalogs. It provides a structured view on the products associated to a catalog, which may serve the following purposes:

  • product classifications
  • internal product management
  • storefront categorization (navigation structure and breadcrumbs)

Via explicit product binding or implicit product binding, products are bound to categories and thus become part of a catalog.

category link

Category links are static connections between categories and other categories or products in Intershop 7/Intershop Commerce Management. Depending on the business semantics, there are

  • cross selling
  • up selling
  • accessory
  • follow up
  • spare parts

Intershop 7 supports outbound links and inbound links.

central administration front endWeb front administration interface for either the e-selling business model or the procurement business model, used by the central administrator of Enfinity Suite 6 for managing organizations, business relations (procurement), data replication (e-selling) and additional services.
central administratorcentral actor in Enfinity Suite 6, Intershop 7 or Intershop Commerce Management who performs system administration tasks, such as creating and maintaining accounts for organizations or managing system resources like external services, etc. 
central processing unit

A central processing unit (CPU) is the microprocessor in a computer that carries out the instructions of a computer program by performing the basic arithmetical, logical, and input/output operations of the system.

For the Intershop licensing model, the number of cores that is recognized by the operating system and used by the software is relevant.

change trackingmechanism to bring up locally any product or other content changes made by other actors; changes can be completely or partially accepted or rejected

From a business perspective, channels are used to structure the sales organization, for example, along dimensions like countries, brands or business models.

channel applicationIn Enfinity Suite 6, a generic name for a web front application associated with the channel, determines the business processes available in the channel
channel browservisual representation of the channels set up for an organization and the channel organizations created within each channel
channel catalogcatalog defined from a channel repository, only available within the channel and cannot be shared across channels
channel componentIn content sharing scenarios, page component (deprecated)s that are created, maintained and used in the context of an individual channel
channel managerIn Enfinity Suite 6, users who perform management tasks in a channel context, manage the channel repository and channel catalogs, manage orders, users, etc.
channel organizationorganizations created within the channel: partners and customers
channel pageIn content sharing scenarios, content page (deprecated)s that are created, maintained and used in the context of an individual channel
channel productproduct stored in the channel repository, can be created locally or derived from master products to inherit attributes
channel repositoryset of all products available to customers or partners within a channel
channel slotIn content sharing scenarios, slots that are created, maintained and used in the context of an individual channel
channel userusers with channel-specific access privileges
chargebackWithdrawal by the credit card issuer of the amount credited to the merchant's (client's) account (plus a chargeback fee) when a card-holder (consumer) disputes a transaction charged on his or her card. The merchant usually has 10 days to submit proof of purchase and proof of delivery to reclaim the charged back amount.

In e-commerce the checkout process reflects the steps that have to be performed to place an order. All data needed to fulfill the order have to be provided by the customer.

The main steps are:

  • selecting products
  • providing an address for invoicing and delivery
  • selecting a payment method and a delivery method
  • acceptance of legal terms and conditions
Overview - Basket Handling and Checkout
CICsee Customer Information Center 
classification attributedefinable property used to assign products to custom classification catalogs
classification catalogClassification catalogs pre-define a set of categories to which products can be assigned.Concept - Classification Catalogs (valid to 7.6)
CLCsee command line client
clientClient (computing), software that accesses a remote service on another computer.
cloud computing

Cloud computing is a type of Internet-based computing that provides shared computer processing resources and data to computers and other devices on demand. It is a model for enabling ubiquitous, on-demand access to a shared pool of configurable computing resources (e.g., computer networks, servers, storage, applications and services), which can be rapidly provisioned and released with minimal management effort.

The common definition of cloud computing defines three service models:

  • infrastructure as a service (IaaS)
  • platform as a service (PaaS)
  • software as a service (SaaS)

These models offer increasing abstraction, and hence, are often portrayed as a layers in a stack.

clusterFrom Intershop's perspective, a cluster is a "complete" Intershop 7/Intershop Commerce Management system, made up of all cluster nodes acting together. That is, a cluster consists of one or more Intershop Web Server instances and one or more Intershop Application Server instances, which use the same Intershop Shared Files instance and database instance. The components that make up the cluster may be installed all on one physical machine or distributed over several physical machines. 
Cluster ManagementIn Intershop 7/Intershop Commerce Management, a management tool for the system administrator to control the Intershop Application Server instances, as well as the applications on top of them, running in the cluster. 
cluster nodeIn the deployment concept of Intershop 7/Intershop Commerce Management, a cluster node is one of the three main building blocks of a cluster, which may be deployed individually for distributed installations via host types. 
CMSsee web content management
command line clientThe command line client (CLC) is a tool to trigger pre-configured jobs or run import processes in the context of Intershop 7/Intershop Commerce Management. The CLC is self-contained, that is, it does not require any other parts of the Intershop instance. The CLC can be copied to and run from any other machine with a JRE installed.Overview - CLC (CommandLine Client)
Commerce ManagementThe Commerce Management (or Commerce management application) is the main business application of the Intershop Commerce Management. As the primary business management tool it allows for business-relevant tasks, like product and catalog management, content management, shop application management, promotion and campaign management, etc.Overview - Commerce Management
commodity groupa means to establish an alternative, catalog independent grouping for products 
communication typeThe communication type refers to the way of communication between the Intershop Contact Center and a customer, like phone, e-mail, chat, etc.
communityrefers to the members of an organization within Enfinity Suite 6 with respect to their ability to exchange messages in discussion forums

Generally, a component is one of several parts that make up a whole.

From a development process point of view, a component is a container for features or feature sets intended to be released. Technically, a component is a container for all kinds of implementation artifacts (see system component) that are to be assembled to form a product, solution or extension. In the context of Intershop 7/Intershop Commerce Management, component may refer to

  • UI component
  • Content component
  • System component
  • Component file
  • Run-time component
component fileIn the context of the component framework of Intershop 7/Intershop Commerce Management, the term component file refers to the XML file that actually declares the contracts, implementations and instances of the corresponding code artifacts.Overview - Component Framework
component framework

In Intershop 7/Intershop Commerce Management the component framework is introduced to declare dependencies between code artifacts. It allows to initialize a graph of Java objects ("run-time component") that represent the running application types.

So-called component files are XML files that define which Java classes must be instantiated and how the members of the instances must be initialized/connected with each other (contracts, implementations and instances). Instances that are created by the component framework can be application-specific, i.e., different wirings can be achieved per application type.

As opposed to the dependency injection framework, which is based on Guice, the component framework provides more flexibility and supports Intershop-specific development artifacts.

Overview - Component Framework
component templateIn the WCM of Intershop 7/Intershop Commerce Management, a component template is a blueprint for content components or other component templates, which specifies the structure (the slots, etc.) and defines any required rendering parameters. As opposed to a component type, a component template is created in the back office. 
component typeIn the WCM of Intershop 7/Intershop Commerce Management, a component type is a blueprint for content components or component templates, which defines the structure (the slots, etc.) and any parameters required for rendering the component in the storefront. A component type is the direct back office representation of a corresponding pagelet definition developed in Intershop Studio. 
configuration frameworkIn Intershop 7/Intershop Commerce Management, a framework that provides a unified interface for administrators to get and load configuration settings to an instance of Intershop 7/Intershop Commerce Management from multiple sources.Overview - Configuration Framework
confirmed opt-in

The confirmed opt-in procedure is a form of permission marketing.

The client asks for permission to send e-mails like newsletter only to those consumers who have especially requested it.

Therefore the consumer provides an e-mail address for the newsletter subscription. The client sends a confirmation e-mail to the provided e-mail address.


  • In case the owner of the e-mail is not identical with the consumer who has subscribed, the owner gets at least informed and can cancel the subscription.
  • Also see opt-in and double opt-in.


Generally, any individuals or households that use goods and services to satisfy their needs.

Note that in the context of Intershop 7/Intershop Commerce Management, the actor at the "buying side" of an e-commerce system is called customer.

consumer channelUp to Enfinity Suite 6.4, a pre-defined channel type that enables sales organizations and partners to offer goods and services to consumers, to interact with consumers and to receive orders from them.
consumer channel management plug-inIn Enfinity Suite 6, the consumer channel component within the sales organization back office, used by administrators of the parent organization that hosts the consumer channel. This plug-in enables the managing of consumers, channel catalogs and products, content, orders and auctions.
consumer groupIn Enfinity Suite 6, groups that aggregate subsets of consumers according to well-defined criteria 
consumer storefrontThe front-end channel application of the consumer channel, designed to sell directly to consumers.

Generally, consumerization is the tendency for new information technology to emerge first in the consumer market and then to spread into business and government organizations.

  • With respect to omni-channel commerce, consumerization means applying B2C e-commerce experiences to B2B e-commerce, including, for example, a seamless shopping experience across multiple touchpoints, social media integration, user-friendly tools and convenient ordering.
  • The term "consumerization" also displays the fact that employees use their own devices (smartphones, tablets, notebooks) for their work. The e-commerce system must fulfill all requirements to support such scenarios (e.g. security, performance, design).
    Use case: E-commerce managers might want to check business reports, monitor their shop systems and receive notifications. 

contact centershort for Intershop Contact Center 
contact center agentIn the Intershop Contact Center, the contact center agent is an actor who is responsible for managing customer's requests. The contact center agent handles requests via multiple communication types, and acts and reacts according to a customer's needs with respect to, for example, orders, shipping or payment matters.
contact sessionThe contact session refers to the phase of interaction and communication between the contact center agent and the customer. A contact session may involve multiple requests.
content assetIn the WCM of Intershop 7/Intershop Commerce Management, a generic name for pages, page variants, content components, page templates, component templates, includes and view contexts, which are based on pagelets and that are managed via the back office to compose storefronts (or other front ends). 
content channelIn Enfinity Suite 6, a pre-defined channel type that enables sales organizations and partners to set up non-transactional Web sites and to manage the information published on those sites.
content channel management plug-inIn Enfinity Suite 6, the content channel component within the sales organization back office, used by administrators of the parent organization that hosts the content channel. This plug-in allows for maintaining content and managing publication preferences.
content component

In the WCM of Intershop 7/Intershop Commerce Management, content components are the container objects that hold the actual content to be displayed on the final web page, i.e., a text, an image, a specific UI control, etc. Content components are based on a component type or a component template, which specifies the structure and defines any required rendering parameters. Content components can be assigned to slots if their pagelet definitions share a common binding interface. Individual components can be subject to personalization, time control, etc.

In Enfinity Suite 6's CMC (deprecated), compound structures made up of one or more content objects or other content components; based on a (complex) type definition.

content directoryLocation in the Shared File System where content assets are organized and stored
content front endThe front-end channel application of the content channel, serves individual pages and entire editions that have been built using the content management features of Enfinity Suite 6.
content management

Generally, content management is a set of processes and technologies that support the evolutionary life cycle of digital information. This digital information is often referred to as content or, to be precise, digital content. Digital content may take the form of text, such as documents, multimedia files, such as audio or video files, or any other file type that follows a content lifecycle requiring management.

For Intershop's solution to control digital content, see web content management.

content objectIn Enfinity Suite 6's CMC, simple structure (a single text or media object) based on a (simple) type definition.
content page (deprecated)

in Enfinity Suite 6's storefront editing, a page that contains slots to be filled with page component (deprecated)s.

This term is deprecated. For Intershop 7, see page variant.

content relationIn Enfinity Suite 6, associations between a product or a category on the one hand and a content component on the other hand, used to link additional specifications, test reports, market news, or any other content to complement sales activities 
content repositoryIn Enfinity Suite 6's CMC, a (virtual) container storing content assets
content sharingIn the WCM of Intershop 7/Intershop Commerce Management, a mechanism to centrally create and manage pages, page variants, content components, page templates, component templates, includes and view contexts, which are to be distributed across channels and applications.Concept - CMS - Content Sharing
content syndicationin Enfinity Suite 6, mechanism to make content assets available to multiple channels simultaneously
continuous integration

Isoftware engineering, continuous integration is the practice of frequently merging and testing individual changes to code artifacts with a shared code base.

Intershop 7 (as of version 7.4 CI) and Intershop Commerce Management are bundled with Gradle-based tools that are used to build, assemble, upgrade, downgrade, deploy and undeploy system components. These tools are designed to implement flexible continuous delivery processes.

The goals of the continuous delivery process include:

  • Provide feedback as fast as possible to the developers
  • Continuously build, integrate, deploy and test the product to be delivered
  • Automate as much as possible to reduce the maintenance efforts of the build system
Overview - Build, Assembly and Deployment
continuous integration systemIsoftware engineering, a continuous integration system is a set of systems that are combined to provide a complete environment for continuous integration. Generally, a CI system consists of a version control system, a build server and an artifact repository.Overview - Build, Assembly and Deployment

contract is a relationship between a merchant and a business customer from the merchant point of view. It is a frame for a defined set of catalogs and catalog items, including corresponding price lists and promotions.

A contract is managed by the merchant and generally merchant-centric.

Business customers may have several contracts with the merchant and can assign contracts to and unassigned them from projects.

contract catalogIn Enfinity Suite 6, a catalog containing contract items, can be browsed like any other standard catalog
contract change trackingIn Enfinity Suite 6, a mechanism that allows to see all contracts that have been edited since they were closed
contract filterIn Enfinity Suite 6, a mechanism to include or exclude contract catalog categories, depending on department roles
contract itemInEnfinity Suite 6, a product offered in the context of a specific contract
contract list priceInEnfinity Suite 6, a contract-specific list price for a product
contract sharingIn Enfinity Suite 6, a mechanism to make contracts available across multiple buying organizations
contractingall processes involved in closing and maintaining contracts
control groupin A/B tests, the remaining customers who are not part of a specific test group and who are, generally, presented the default discounts or content assets 
cookbookDeveloper documentation that explains best-practices, describes common solutions and answers frequently asked questions about the proper use of an API or a framework.
cookie handling

By default, an Intershop 7/Intershop Commerce Management application sends a cookie to the client browser in every session. These cookies can be used to identify users when they return to the application. While individual features can provide own cookie functionality, some global settings extend the general functionality:

  • cookie sharing across multiple sub-domains via cookie-specific domain settings
  • cookie content customization
Overview - Cookie Handling

A core is a functional unit within a central processing unit (CPU) that interprets and executes instructions. A CPU may contain one or more independent cores (e.g., single-core, dual-core, quad-core, etc.).

For the Intershop licensing model, the number of cores that is recognized by the operating system and used by the software is relevant.

cost center

A cost center represents a segment of a buying organization in which costs can be segregated, with the head of that segment being held accountable for expenses.

Cost centers are not considered cost objects because they are usually used to accumulate costs that cannot be directly assigned to the actual originator of the costs.

cost center accountA cost center account is a specific account type to record information for cost centers.
cost center budgetIn Enfinity Suite 6, a budget that applies to all users of a cost center 
cost center user budgetIn Enfinity Suite 6, a budget that applies to a particular user with a cost center role 
cost object

A cost object is a business object that represents anything for which costs are separately measured and managed, including products, projects, purchase order IDs, etc.

Cost centers are not considered cost objects because they are usually used to accumulate costs that cannot be directly assigned to the actual originator of the costs.

cost pricethe price that somebody selling something paid for it, e.g., purchase price or production cost

In Enfinity Suite 6, Intershop 7 and Intershop Commerce Management, a promotion means used to communicate a discount to a target group.

Generally, a coupon is a paper or code that entitles the person who redeems it to make use of the service specified. The coupon can be provided by the merchant or the manufacturer (supplier) as part of a promotion.

A coupon code is an identification number of a created coupon.

A coupon is created by the merchant or the manufacturer (supplier) and can be issued to the customer in different ways, like via e-mail, newspaper, mail.


see central processing unit

For the Intershop licensing model, the number of cores that is recognized by the operating system and used by the software is relevant.

creditrefers to the account transaction of receiving an amount of money
credit card

A credit card is part of a payment system. It is a small plastic card issued to the user of the payment system. This card entitling its holder to buy goods and services in using this credit card. The issuer of the card grants a line of credit to the customer (user) from which the user can borrow money for payment to a merchant.

The payment process with a credit card can be divided into different parts

  • card authorization and reservation
  • capture

The payment method called "credit card" used in online shops reflects that the payment transfer is initiated via a credit card.

credit card associationA credit card association such as Visa, MasterCard, Discover, American Express set transaction terms for merchants, card-issuing banks and acquiring banks.
credit note

Form or letter sent by the merchant to a customer, stating that a certain amount has been credited to the customer's account. Also called credit memo, it is issued in various situations

  • delivered products do not meet the customer's expectations and are returned
  • products returned within guaranty period,
  • to correct a mistake, such as when an invoice amount is overstated,
  • cancellation of already paid orders

In case the credited amount will be paid to the customer, then it is a refund.

creditworthiness check

The credit worthiness of a customer reflects the current and future ability to pay a bill or to repay debts (money that is borrowed).

The creditworthiness check verifies e.g. the customer's credit history, the payment behavior, regional distinctions, checking of black lists, unfavorable credit card use. The goal is to figure out defaulters and to minimize the merchant's risk to loose money.

The result is an important factor in creating the scoring value of a customer.

cross selling
  • recommendations (products or services) related to the selected product
  • technically speaking a product link offering related products, based on the products the buyer has currently in its requisition

cross-site request forgery guardThe CSRF guard is an Intershop 7/Intershop Commerce Management-specific implementation of the synchronizer token pattern, a mechanism to prevent cross-site request forgery attacks (see - Security & Data Protection
custom attributeuser-defined property of an object
custom fix

Due to technological development and security issues it is sometimes necessary to solve a problem in a production installation - very fast and with a minimum impact to other functions. For these cases Intershop introduced custom fixes. A custom fix contains only a minimum set of files that must be changed to solve a particular issue. To allow immediate use in production it must not contain changes of the API. The solution provided in a custom fix can be customer specific. The usage of a custom fix is an exception to handle an emergency issue in a production environment.

As of Intershop 7.4 CI, custom fixes are deprecated. The only way to solve single critical problems or defects are hotfixes.

custom roleIn Enfinity Suite 6, a custom role is specifically defined for an individual department (or cost center), not available in other departments

Depending on the context, "customer" may refer to different concepts.

  1. 6WR/ISAFe:
    In the context of the 6WR project or ISAFe, customers are the corporations, organizations, etc. who buy e-commerce products, solutions, extensions and/or services at Intershop.
  2. Shop Manager:
    In the e-commerce manager's perspective, a customer is an actor at the "buying side" of the e-commerce system who, among others,
    • browses through the storefront
    • orders products and services
    • returns products
    • creates and manages an own customer account
    • subscribes or unsubscribes for newsletters
    • ...

In Intershop 7/Intershop Commerce Management, customers are categorized in customer types and can be grouped in customer segments.

Overview - Customers
customer account

A customer account is a specific account type to record individual information for customers.

In addition to user account data a customer account also includes:

Login data:

  • customer number

Customer data:

  • orders
  • return
  • support inquiries
  • financial transactions (e.g. for invoices, returns, gift cards)

Personal data:

  • address information (e.g. invoice address, delivery address)
  • payment information and preferences (e.g. credit card data, bank account)
  • delivery preferences (e.g. ground shipping, express delivery)
Customer Information CenterThe Customer Information Center (CIC) is an Intershop service that provides Intershop customers an overview of the key parameters of their Enfinity Suite 6 / Intershop 7 installation, enabling to monitor technical, business and operational aspects. 
customer organization

Up to Enfinity Suite 6.4, an actor that represented a buying organization of a sales or partner organization that used the business channel for browsing a business storefront and placing orders.

Beginning with IS7, this actor is correctly called customer with the customer type business customer.

Customer Relationship ManagementCustomer Relationship Management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.
CRM software is used to support these processes: information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.
Typical CRM goals are to improve services provided to customers, and to use customers contact information for targeted marketing.

customer segmentAs a result of customer segmentation, a customer segment is a subset of customers, assembled according to common characteristics.
customer segmentation

Customer segmentation is the subdivision of customers into discrete subsets who have common needs and/or common desires as well as common use scenarios for the relevant products. Depending on the specific characteristics of the product, these subsets may be divided by criteria such as

  • age and gender
  • behavior
  • location
  • income

and others.

customer self-service

Generally, customer self-service refers to methods and processes that allow customers to use technology to interact with the business (access information and perform routine tasks) without requiring the assistance of a live customer service representative.

In Intershop 7/Intershop Commerce Management, the features in the context of customer self-service include

  • company profile management (B2B)
  • password hashing
  • address extensions
Overview - Customer Self Service
customer serviceCustomer service is the provision of service to customers before, during and after a purchase.
customer service representativeA customer service representative is a generic job title in the service industry. Customer service representatives interact with customers to provide answers to inquiries involving a company's product or services.
customer type

In Intershop 7/Intershop Commerce Management, customer types categorize customers. They indicate whether a customer represents

  • an individual or household -> individual customer
  • a business -> business customer

The features of Intershop 7/Intershop Commerce Management can differ according to the customer type. For example, it can display either gross prices or net prices, provide additional profile information, hide certain functionality, etc.



The information provided in the Knowledge Base may not be applicable to all systems and situations. Intershop Communications will not be liable to any party for any direct or indirect damages resulting from the use of the Customer Support section of the Intershop Corporate Web site, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system.

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