Customer Experience Definitions

  • #

    360-degree customer view

    The 360-degree customer view is the idea that companies can get a complete view of customers by aggregating data from the various touch points in which consumers interact with companies.

  • customer insight (consumer insight)

    Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support.

  • A

    abandoned call

    An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs... (Continued)

  • account-based experience (ABX)

    Account-based experience (ABX) is a methodology in which separate teams in an organization work closely with one another to ensure all brand interactions are focused on the end user.

  • account-based marketing (ABM)

    Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on targeted accounts within a specific market.

  • actionable insights

    Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.

  • actionable intelligence

    Actionable intelligence is information that can be followed up on, with the further implication that a strategic plan should be undertaken to make positive use of the information gathered.

  • Adobe Experience Platform

    Adobe Experience Platform, formerly known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.

  • advertorial

    An advertorial is a digital or print article that appears neutral but is sponsored content to promote a product or service.

  • age of the customer

    Age of the customer is the concept that consumers are more empowered than ever because they can access information about products and services over the Internet in real time. 

  • agile marketing

    Agile marketing is an iterative approach to marketing strategies that models methodologies used in agile software development. With agile marketing, teams identify and focus their collective efforts on high value projects, complete those projects cooperatively, measure their impact, and then continuously and incrementally improve results over time.

  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.

  • ANI (Automatic Number Identification)

    ANI (Automatic Number Identification) is a service that provides the receiver of a telephone call with the number of the calling phone.

  • Apex

    Apex is a development platform for building software as a service (SaaS) applications on top of Salesforce.com's customer relationship management (CRM) functionality.

  • Apex Connector Framework

    The Apex Connector Framework is a set of classes and methods in the DataSource namespace for creating a custom adapter for Salesforce Connect.

  • artificial intelligence in marketing

    Artificial intelligence (AI) in marketing is the process of utilizing data models, mathematics and algorithms to generate insights that can be used by marketers.

  • astroturfing (astroturf marketing)

    Astroturfing is the artificial creation of a grassroots buzz for a product, service or political viewpoint. ... (Continued)

  • audio content

    Audio content is any type of published material or information that is consumed through listening.

  • Aura framework

    Aura is a user interface framework for developing dynamic Web apps for mobile and desktop devices.

  • Automatic Call Distributor (ACD)

    An Automatic Call Distributor (ACD) is a telephone facility that manages incoming calls and handles them based on the number called and an associated database of handling instructions.

  • automatic callback

    Automatic callback is a telephone system feature that permits a caller who gets a busy signal to instruct the system to establish the connection when the line becomes available... (Continued)

  • autoresponder

    An autoresponder is a computer program that automatically sends an email, SMS or a series of emails to a contact list subscriber based on time or event triggers.

  • average handle time (AHT)

    Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

  • average order value

    Average order value is a metric used to track the health of a business.

  • B

    B2C (Business2Consumer or Business-to-Consumer)

    B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use.

  • BANT

    BANT is an acronym that stands for “Budget, Authority, Need, Timing.”

  • bid for placement

    Bid for placement is a paid inclusion search engine marketing model in which advertisers select keywords and bid per click for first link placement in search results using those terms.

  • big data CRM (big data customer relationship management)

    Big data CRM (big data customer relationship management) refers to the practice of integrating big data into a company's CRM processes with the goals of improving customer service, calculating return on investment on various initiatives and predicting clientele behavior.

  • blended agent

    A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed.

  • BOPUS (buy online, pick up in-store)

    BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.

  • brand ambassador

    A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.

  • brand loyalty

    Brand loyalty is an emotional tie to a brand that leads to a consumer to continue and expand their purchases for products from the same brand.

  • brand recognition

    Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign.

  • build to order

    Build to order is a methodology and manufacturing practice where a product is created once a confirmed order is received.

  • business metric

    All organizations use business metrics in order to monitor, track and quantify the state of their internal and external processes.

  • buyer personas

    A buyer persona is a composite representation of a specific subdivision of a market segment.

  • buying signals

    Buying signals are behavioral cues that indicate the intentions of prospective or existing customers in terms of their readiness to buy.

  • buzz marketing

    Buzz marketing, also known as viral marketing or word-of-mouth marketing, aims to foster consumer conversations about products and services and spread a company's message via social media.

  • C

    call center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • call center agent (call center representative)

    A call center agent is a person who handles incoming or outgoing customer calls for a business.

  • call center schedule adherence

    Call center schedule adherence is a common metric used in the call center to determine whether or not call center agents are working the amount of time they are scheduled to work.

  • call center shrinkage

    Call center shrinkage is a measure of how much time is lost in the call center because agents are unavailable to receive calls.

  • call logging

    Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between agents and callers.

  • callback messaging

    Callback messaging, in a call center context, is a service that allows callers to leave a message (usually personal contact information, either spoken or through the number pad) so that an agent can call them back and they retain their place in the queue.

  • Camram (Campaign for Real Mail)

    Camram -- the name derives from "Campaign for Real Mail" -- is a method for controlling spam that requires spammers to spend resources for each piece of mail sent.

  • cannibalization

    In marketing, cannibalization is the decreased demand for an existing product that occurs when its vendor releases a new and similar product.

  • chat channels

    Chat channels are technologies enabling companies to engage with customers in live conversations.

  • chatbot

    A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions.

  • Chatter (Salesforce Chatter)

    Chatter is an enterprise collaboration platform from Salesforce, a cloud-based customer relationship management (CRM) vendor.

  • chief customer officer (CCO)

    A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief executive officer (CEO) and answers to the head of marketing or a business unit that reports directly to the CEO.

  • chief experience officer (CXO)

    A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.

  • churn rate

    Churn rate is a measure of the number of customers or employees who leave a company during a given period. It can also refer to the amount of revenue lost as a result of the departures.

  • citizen development

    Citizen development is a business trend that encourages employees to experiment with low-code no-code (LCNC) software development platforms.

  • clawback

    A clawback is a contractual provision under which money that’s already been paid out must be returned to an employer or another type of organization under certain conditions.

  • click-to-callback

    Click-to-callback is a Web-based customer relationship management (CRM) technology that enables users browsing a company's Web site to leave a phone number where a company representative can call them back with more information.

  • clicks and mortar

    Clicks and mortar, sometimes seen as clicks-and-mortar or clicks and bricks, is a type of omnichannel business model that takes advantage of both online and offline operations.

  • clickstream analysis (clickstream analytics)

    On a Web site, clickstream analysis is the process of collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. The path the visitor takes though a website is called the clickstream.

  • closed loop reporting

    Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.

  • coalition loyalty program

    A coalition loyalty program is a loyalty card system that offers incentives to customers of two or more businesses in return for allowing those businesses to collect user data. Such a program packages customer benefits into a single customer loyalty program.

  • cold calling

    Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.

  • collaborative browsing (co-browsing)

    Collaborative browsing (also known as co-browsing) is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer's Web browser to show them something.

  • collaborative CRM

    Collaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers.

  • consumer packaged goods (CPG)

    Consumer packaged goods (CPG) is an industry term for merchandise that customers use up and replace on a frequent basis.

  • contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed.

  • contact center as a service (CCaS)

    Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • content personalization

    Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.

  • ContextAds

    ContextAds is a targeted advertising program designed for the Linden Lab Second Life virtual community... (Continued)

  • contextual marketing

    Contextual marketing is an online marketing model in which people are served with targeted advertising based on their current page or recent browsing behavior... (Continued)

  • conversational commerce (voice commerce)

    Conversational commerce is the process of interacting with a brand or making a purchase through a voice assistant or chat application.

  • conversational user interface

    A conversational user interface is the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human users.

  • cost center

    Cost centers are a necessary evil in companies, departments that don't contribute to the bottom line but are essential to the everyday maintenance of business processes.

  • Cost Per Call

    In a call center, cost per call is a numerical metric calculated by dividing the total operational costs by the total number of calls for a given period of time... (Continued)

  • cost per engagement (CPE)

    Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.

  • CPQ software (configure price quote software)

    Configure, price, quote (CPQ) is software that helps companies accurately define the price of goods by accounting for a variety of variables.

  • CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • CRM analytics

    CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.

  • cross-media queuing

    In a call center, cross-media queuing describes the process of receiving and routing all incoming queries in the same way, whether the query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.

  • cross-sell

    Cross-sell is a marketing term for the practice of suggesting related products or services to a customer who is considering buying something.

  • crowdcasting

    Crowdcasting is a problem-solving and idea-generating tactic in which a corporation disseminates details of a specific problem or situation to a carefully chosen group of people for possible solutions. The process is often conducted as a contest. The results may be used to resolve difficult or complex development and marketing issues... (Continued)

  • customer account record

    A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.

  • customer acquisition cost

    Customer acquisition cost is the fee associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.

  • customer churn (customer attrition)

    Customer churn, also called customer attrition, is the number of paying customers who fail to become repeat customers. In this context, churn is a quantifiable rate of change that occurs over a specified amount of time.

  • customer communications management (CCM)

    Customer communications management (CCM) is the administration of outbound communications to customers that includes the creation, delivery and storage of all types of communications.

  • customer data management (CDM)

    Customer data management (CDM) is the centralization of customer information, such as customer experiences, demographics and feedback, into a single database.

  • customer data platform (CDP)

    A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that can be collected, viewed or accessed by other systems.

  • customer effort score (CES)

    Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.

  • customer engagement

    Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness

  • customer experience (CX)

    Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services.

  • customer experience (CX) automation

    Customer experience (CX) automation is any technology that assists customers with common tasks, sometimes replacing the involvement of humans, to improve customer interactions.

  • customer health score

    A customer health score is a value that indicates the long-term prospect for a customer to drop off or, conversely, to become a high-value, repeat customer through renewal or cross-selling or up-selling strategies.

  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

  • customer lifecycle

    In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.

  • customer lifetime value (CLV)

    The customer lifetime value (CLV) is a metric that represents a customer's monetary worth to an organization.

  • customer loyalty

    Customer loyalty is an adherence between a customer and a brand that causes the customer to make repeat purchases.

  • customer profiling

    Customer profiling is the practice of organizing customers into specific groups possessing similar goals or characteristics.

  • customer relationship analysis (CRA)

    Customer relationship analysis (CRA), sometimes termed customer relationship analytics, is the processing of data about customers and their relationship with the enterprise in order to improve the enterprise's future sales and service and lower cost.

  • customer retention

    Customer retention is a metric that measures customer loyalty, or the ability for an organization to keep its customers over time.

  • customer scoring models

    A customer scoring model is a component of customer relationship management (CRM) programs that refers to various metrics used to help companies predict the long term financial value of customers.

-ADS BY GOOGLE

SearchContentManagement

SearchUnifiedCommunications

SearchDataManagement

SearchEnterpriseAI

SearchERP

Close