5,248 Results for:Customer relationship management (CRM)

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voice of the customer (VOC)

Voice of the customer (VOC) is the component of customer experience (CX) and customer satisfaction (CSAT) that focuses on the perception of a customer's needs, wants, expectations and preferences. Read Full Definition

Salesforce Customer Success Platform

The Salesforce Customer Success Platform is the official name of the Salesforce portfolio of products. Read Full Definition

360-degree customer view

The 360-degree customer view is the idea that companies can get a complete view of customers by aggregating data from the various touch points in which consumers interact with companies. Read Full Definition

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 ... Read Full Definition

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. Read Full Definition

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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. Read Full Definition

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portal software

Portal software is a type of development tool used to create a portal (starting point) on a company's intranet so that employees can find a centralized starting place for access to consolidated enterprise-related ... Read Full Definition

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. Read Full Definition

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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... Read Full Definition

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category management

Category management is a model that optimizes the oversight and allocation of resources by organizing related products or resources into logical groups so they can be more effectively managed. Read Full Definition