C - Definitions

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  • C

    chatbot

    A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions.

  • chief customer officer (CCO)

    A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics.

  • churn rate

    Churn rate is a measure of the number of customers or employees who leave a company during a given period.

  • clickstream data (clickstream analytics)

    Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order.

  • 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.

  • contact center agent (call center agent)

    A contact center agent is a person who handles incoming or outgoing customer communications for an organization.

  • contact center burnout

    Contact center burnout refers to physical, emotional and mental exhaustion experienced by contact center employees.

  • contact center management

    Contact center management is the process of overseeing contact center operations with the goal of providing an outstanding customer experience in an effective and efficient manner.

  • contact center schedule adherence

    Contact center schedule adherence is a standard metric used in business contact centers to determine whether contact center agents are working the amount of time they are scheduled to work.

  • contactless payment

    A contactless payment is a wireless financial transaction in which the customer makes a purchase by moving a security token in close proximity to the vendor's point of sale (POS) reader.

  • content personalization

    Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users.

  • contextual marketing

    Contextual marketing is an online marketing strategy model in which people are served with targeted advertising based on their search terms or their recent browsing behavior.

  • conversational marketing

    Conversational marketing is marketing that engages customers through dialogue.

  • 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.

  • CRM (customer relationship management) analytics

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

  • 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.

  • customer data management (CDM)

    Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized.

  • 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 engagement

    Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness.

  • 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 retention

    Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time.

  • 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 success

    Customer success is a strategy to ensure a company's products are meeting the needs of the customer.

  • customer touchpoint

    A customer touchpoint is any direct or indirect contact a customer has with a brand.

  • customer-managed relationship (CMR)

    A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, apps and perhaps internet capability to encourage the customer to control access to information and ordering.

  • What are customer service and support?

    Customer service is the support organizations offer to customers before, during and after purchasing a product or service.

  • What is a call center? Everything you need to know

    A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers.

  • What is a 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.

  • What is a cloud contact center?

    A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization.

  • What is a contact center?

    A contact center is a central point from which organizations manage all customer interactions across various channels.

  • What is a 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.

  • What is a 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.

  • What is a 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.

  • What is a customer journey map?

    A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media.

  • What is 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.

  • What is contact center as a service (CCaaS)?

    Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure.

  • What is contact center infrastructure?

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

  • What is CPQ software (configure price quote software)?

    CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services.

  • What is CRM (customer relationship management)?

    CRM (customer relationship management) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.

  • What is customer experience (CX) and why is it important?

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

  • What is customer experience management (CXM)? Ultimate guide

    Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences.

  • What is customer insight (consumer insight)?

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

  • What is customer intelligence (CI) and how does it help business?

    Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.

  • What is customer profiling?

    Customer profiling is the detailed, systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes.

  • What is customer segmentation?

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