null Definitions
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B
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.
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build to order
Build to order is a methodology and manufacturing practice where a product is created once a confirmed order is received.
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business metric
All organizations use business metrics in order to monitor, track and quantify the state of their internal and external processes.
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buyer personas (customer personas)
A buyer persona is a composite representation of the attributes and demographics of a segment of a company's target customers. Attributes are based on market research and data on an existing customer base.
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buying signals
Buying signals are behavioral cues that indicate the intentions of prospective or existing customers in terms of their readiness to buy.
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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.
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C
call center
A call center is a centralized department to which phone calls from current and potential customers are directed.
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call center agent (call center representative)
A call center agent is a person who handles incoming or outgoing customer calls for a business.
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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.
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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.
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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.
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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.
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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.
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cannibalization
In marketing, cannibalization is the decreased demand for an existing product that occurs when its vendor releases a new and similar product.
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chat channels
Chat channels are technologies enabling companies to engage with customers in live conversations.