customer-relationship-management
41Customer experience — (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It… …
42Customer dynamics — is an emerging theory on customer business relationships that describes the ongoing interchange of information and transactions between customers and organizations. These exchanges occur over a wide range of communication channels, such as phone …
43Customer analytics — is a process by which data from customer behavior is used to help make key business decisions via market segmentation and predictive analytics. This information is used by businesses for direct marketing, site selection, and customer relationship …
44Customer experience transformation — (CxT) is a strategy that uses business process management to enhance customer service experience from any customer touchpoint. The objective is to provide companies and their customer service organizations with the tools needed to move customers… …
45Customer Data Integration — (CDI) is the combination of the technology, processes and services needed to create and maintain an accurate, timely, complete and comprehensive representation of a customer across multiple channels, business lines, and enterprises typically… …
46Customer support — is a range of customer services to assist customers in making cost effective and correct use of a product.[1] It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.[1]… …
47Customer service — is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002),[1] “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a… …
48Customer attrition — Customer attrition, also known as customer churn, customer turnover, or customer defection, is a business term used to describe loss of clients or customers. Banks, telephone service companies, Internet service providers, pay TV companies,… …
49Customer experience systems — are integrated business and operational support systems (BSS/OSS) that particularly address service providers’ mandate of focusing on the customer experience. Systems Reflect New Customer Orientation In the past, service providers (wireline,… …
50Customer Lifetime Ansatz — Customer Lifetime Value (CLV) ist allgemein der Deckungsbeitrag, den ein Kunde während seines gesamten „Kundenlebens“ realisiert, diskontiert auf den heutigen Tag. Es ist eine Kennzahl aus der Betriebswirtschaft. Neben historischen Umsätzen wird… …
