Customer Experience Definitions

Search Definitions
  • C

    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.

  • customer-facing

    Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly.

  • customer-managed relationship (CMR)

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

  • What is customer experience management (CEM or CXM)?

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

  • D

    data smog

    Data smog refers to the volume and velocity of data that is being created by devices connected to the Internet of Things.

  • database marketing

    Database marketing is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers) that is maintained in a company's databases.

  • database of record (DBOR)

    A database of record (DBOR) is a repository for centralized storage of information about objects or people... (Continued)

  • decision tree software

    In data mining, decision tree software describes a combination of mathematical and computing techniques that enable a given set of data to be accurately described, categorized and analyzed to derive conclusions...(Continued)

  • digital marketing

    Digital marketing involves the various efforts by a company to connect with customers through digital and online communication channels, including email, geolocation and mobile marketing, social media, online customer communities, webinars and other video-based content.

  • Digital Signage (dynamic signage)

    Digital signage, also called dynamic signage, is a specialized form of slivercasting in which video or multimedia content is displayed in public places for informational or advertising purposes... (Continued)

  • Digital Silhouettes

    Digital Silhouettes is the trademarked name that Predictive Networks has given to user profiles that are established through gathered click stream data and artificial intelligence (AI) processes.

  • direct email marketing

    Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients.

  • direct marketing

    Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.

  • do not call list

    The "do not call" list is a registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances.

  • E

    e-support

    Part of the growing trend toward online customer relationship management (CRM), e-support is the electronic (usually Web-based) version of customer service that would otherwise have required either a visit to a company or a telephone call.

  • EggFusion (egg-vertising)

    EggFusion is a company that places advertisements, freshness expiration dates or other data on eggs sold in retail stores... (Continued)

  • Einstein Language

    Einstein Language is a natural language processing (NLP) feature that analyzes and translates consumer's unstructured text into actionable information. Companies with a large influx of customer support emails, social media comments or chat messages can use Einstein Language to filter through the text to flag important messages or forward to the right department.

  • Einstein Voice

    Einstein Voice is a voice user interface (VUI) that uses natural language processing (NLP), voice recognition and artificial intelligence (AI) to translate and perform basic administrative tasks for Salesforce customers.

  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

  • escalation plan

    An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts... (Continued)

  • F

    fast clear down

    A fast clear down is a call center term for a caller who hangs up upon hearing a delay notice.

  • field service management (FSM)

    Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.

  • FinancialForce.com

    FinancialForce is a cloud applications company that makes enterprise resource planning (ERP) software for Force.com, a Platform as a Service (PaaS) offering from Salesforce.com.

  • first call resolution (FCR)

    In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

  • Floating Ad

    A floating ad is a type of rich media Web advertisement that appears uninitiated, superimposed over a user-requested page, and disappears or becomes unobtrusive after a specific time period (typically 5-30 seconds).

  • Force.com

    Force.com is a Platform as a Service (PaaS) product designed to simplify the development and deployment of cloud-based applications and websites.

  • G

    gamification

    Gamification is the application of game theory concepts and techniques to non-game activities. Game theory is a branch of mathematics that seeks to understand why an individual makes a particular decision and how the decisions made by one individual affect others.

  • geotargeting

    Geotargeting is the practice of customizing an advertisement for a product or service to a specific market based on the geographic location of potential buyers. Every country, province, state, county or city in the world can constitute a niche market for certain products or services at certain times.... (Continued)

  • Google bomb

    A Google bomb is an attempt to bias a search result on Google by increasing a Web page's PageRank. ...(Continued)

  • growth hacking

    Growth hacking is an approach to driving product adoption, usage and sales by experimental, innovative and low-cost means.

  • H

    headless commerce (headless e-commerce)

    Headless commerce, also called headless e-commerce, is a platform architecture that decouples the front end of an e-commerce website with the back end.

  • help desk

    In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem.

  • Heroku

    Heroku is a cloud-based development platform as a service (PaaS) provider.

  • high-touch customer service

    High-touch customer service refers to the idea that some customer service issues are complex or high value and thus require human interaction to resolve, not just digital technologies -- such FAQ sections or online customer communities -- to solve.

  • hockey stick growth

    Hockey stick growth refers to the shape of a chart showing sudden and very rapid growth.

  • Hosted CRM

    Hosted CRM is an arrangement in which a company outsources some or all of its customer relationship management (CRM) functions to an application service provider (ASP). The hosted CRM model is said to increase return on investment (ROI) by decreasing costs and allowing a company to focus more resources on its main business areas.

  • I

    identity resolution

    Identity resolution is a data management process that links a customer's online behavior to their unique identity by gathering different data sets and identifying non-obvious relationships.

  • implementation

    Implementation is the execution of any idea, model, or method; in IT, it refers to the process of setting up new software or hardware after a purchase is made.

  • inbound marketing

    Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created Internet content, thereby having potential customers come to the company rather than marketers vying for their attention.

  • Incremental Revenue (Value) Analysis

    Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center.

  • information design

    Information design is the detailed planning of specific information that is to be provided to a particular audience to meet specific objectives.

  • integration

    Integration is the act of bringing together smaller components into a single system that functions as one.

  • intellectual capital

    Intellectual capital is knowledge that can be exploited for some money-making or other useful purpose.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • IoT Cloud (Salesforce IoT Cloud)

    IoT Cloud is a platform from Salesforce.com that is designed to take in the massive volumes of data generated by devices, sensors, websites and software applications and initiate responses in real time.

  • issue tracking system (ITS)

    An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.

  • K

    knowledge worker

    A knowledge worker is anyone who works for a living at the tasks of developing or using knowledge.

  • L

    law of diminishing returns

    The law of diminishing returns is an economic principle that states that as investment in a single goal increases, while all other variables remain constant, the return on investment will eventually decline.

  • lead nurturing

    Lead nurturing is a set of integrated marketing strategies designed to turn a potential customer into a buyer.

  • lead scoring

    In the B2B industry, lead scoring is a methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.

  • 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...)

  • market segmentation

    Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups.

  • marketing analytics

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

  • marketing attribution models

    A marketing attribution model is a method for determining which touchpoints are responsible for a sale, as well as how much credit each touchpoint receives.

  • marketing automation

    Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.

  • marketing campaign management

    Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.

  • marketing encyclopedia

    A marketing encyclopedia is an application with an online interface to a database of information that a sales person might want to help a customer make a purchase decision.

  • marketing stack

    A marketing stack, also called a marketing technology stack, is a collection of technologies used by marketers to perform, analyze and improve their services.

  • marketing-qualified lead (MQL)

    A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate that he is likely to become a customer. 

  • Marketo Certified Associate

    A Marketo Certified Associate (MCA) is a person certified by Marketo to have the necessary skills to set up basic email marketing initiatives and report on program success.

  • martech (marketing technology)

    Martech is the area of customer relationship management (CRM) concerned with creating, managing and using digital tools that make it possible for marketers to automate tasks and make data-driven decisions.

  • masthead

    On the Internet, a masthead is a graphic image or text title at the top of a Web page that identifies the Web site and, sometimes, the particular section of the site.

  • Microsoft Dynamics 365

    Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.

  • mindshare (share of mind)

    Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market.

  • mobile CRM (mobile customer relationship management)

    Mobile CRM (mobile customer relationship management) enables remote employees to access customer data and customer accounts wherever they are.

  • moment of truth (marketing MOT)

    A moment of truth is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.

  • multichannel marketing

    Multichannel marketing is the practice of businesses interacting with their customers through many different channels, meeting customers on the platforms that they prefer to use.

  • mystery shopping software

    Mystery shopping software is a type of ERP tool that helps organizations manage and observe all components of a mystery shopping program.

  • N

    nagware (annoyware)

    On the Web, nagware (sometimes called "annoyware") is programming that presents the user with one or more pop-up windows or alerts when an application is launched or closed (sometimes both), reminding the user to register, purchase the application, or take some other action.

  • needs assessment

    A needs assessment is an exercise that identifies the difference between a current condition/state and the desired condition/state. Improvements can then be made to improve performance or fix a deficiency.

  • Net Promoter Score (NPS)

    Net Promoter Score (NPS) is a metric for assessing customer loyalty for a company's brand, products or services.

  • neuromarketing

    Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by monitoring brainwave activity, eye-tracking and skin response...(Continued)

  • O

    obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one.

  • occupancy

    Occupancy is the percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.

  • omnichannel

    Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

  • one-to-one-marketing (1:1 marketing)

    One-to-one marketing (sometimes expressed as 1:1 marketing) is a customer relationship management (CRM) strategy emphasizing personalized interactions with customers.

  • online customer community

    Online customer communities are Web-based gathering places for customers, experts, and others to discuss problems, post reviews, brainstorm, and engage with one another.

  • Opt-In Email

    Opt-in email is a Web marketing term for email that recipients have previously requested by signing up at a Web site or special ad banner.

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • outbound call

    An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.

  • outbound marketing

    Outbound marketing is a traditional form of marketing and in which a company initiates contact with potential customers, or leads.

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