null Definitions

  • C

    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.

  • customer segmentation

    Customer segmentation is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests and spending habits.

  • customer service and support

    Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.

  • customer service charter

    A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.

  • customer service chat (CSC)

    In customer relationship management (CRM), customer service chat (CSC) is an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that's built into the company's Web site.

  • customer success

    Customer success is a strategy to assure that a company’s products are meeting the needs of the customer. It is a practice that is mostly used in subscription management products.

  • customer touch point

    A customer touch point is any direct or indirect contact a customer has with a brand. Customer touch points can occur within and outside of a brand’s control and may happen before, during or after the purchase of a brand’s product or service.

  • customer valuation

    In customer relationship management (CRM), customer valuation is a scoring process used to help a company determine which customers the company should target in order to maximize profit.

  • customer-centric

    Customer-centric is an approach to doing business that focuses on providing a positive customer experience both at the point of sale and after the sale in order to drive profit and gain competitive advantage.

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