Customer Experience Definitions

  • L

    lead-to-revenue management (L2RM)

    Lead-to-revenue management (L2RM) is a collection of sales and marketing processes that aims to maximize the income gained from each stage of the customer journey.

  • leaderboard

    A leaderboard is a popular type of banner advertisement.

  • Learn IT: How Spam Affects Email Marketing Campaigns

    1. What's the difference between spam and legitimate email marketing? Spam is unsolicited bulk email (UBE).

  • level of support (support level)

    Level of support indicates a specific extent of technical assistance in the total range of assistance that is provided by an information technology product (such as a software product) to its customers.

  • lifestyle center

    A lifestyle center is a shopping center, or mixed-use commercial development that combines retail with other services, such as medical services, home rental units, movie theaters and other leisure or other activities.

  • live chat (live support)

    Live chat (live support) provides the means to engage with users, as they’re actively visiting an organization’s owned media properties. Live chat is also used by existing customers, who can present questions that need answers or issues that need resolution.

  • LivePerson

    LivePerson is a software as a service (SaaS) provider that develops customer engagement and conversational commerce applications and platforms.

  • location-based marketing (LBM)

    Location-based marketing (LMS) is a direct marketing strategy that uses a mobile device's location to alert the device's owner about an offering from a near-by business. 

  • longest delay in queue (LDQ)

    Longest delay in queue (LDQ) is the longest time period that a customer in a queue waits before either connecting with an agent or hanging up.

  • loyalty card program

    A loyalty card program is an incentive plan that allows a retail business to gather data about its customers. The goal of a loyalty card program is to build repeat business by offering participating customers something that isn't available to non-participing customers.

  • loyalty punch card

    A loyalty punch card is a token that lets a customer earn free merchandise or discounts after a certain number of purchases.

  • M

    market basket analysis

    Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.

  • market intelligence (MI)

    Market intelligence is the monitoring of specific data streams in order to provide stakeholders with a holistic view of an industry segment or customer base. The term market, in this context, is a specific category of potential buyers and intelligence is a synonym for information.

  • market leadership

    Market leadership is when an individual or company owns the largest market share or highest profitability margin in a given market for goods and services. Market share may be measured either the volume of goods sold or the value of those goods. (Continued...)

  • marketing analytics

    Marketing Analytics is the act of tracking, collecting and analyzing data to evaluate marketing effectiveness and guiding future marketing decisions.

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