Customer data Definitions

  • #

    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

    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.

  • B

    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.

  • build to order

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

  • 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.

  • C

    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.

  • 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.

  • 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)

  • 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 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 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 journey map

    A customer journey map is a diagram or several diagrams that depict 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.

  • 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 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.

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