Customer Experience Definitions

  • #

    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.

  • 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

    abandoned call

    An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs.

  • account-based marketing (ABM)

    Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on targeted accounts within a specific market.

  • actionable insights

    Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.

  • 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.

  • Adobe Experience Platform

    Adobe Experience Platform, formerly known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.

  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.

  • Apex (Salesforce)

    Salesforce Apex is a Microsoft-certified framework for building software as a service (SaaS) apps on top of Salesforce's customer relationship management (CRM) functionality.

  • Aura framework

    Aura is a user interface framework for developing dynamic Web apps for mobile and desktop devices.

  • B

    B2C (Business2Consumer or Business-to-Consumer)

    B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use.

  • BANT

    BANT is an acronym that stands for “Budget, Authority, Need, Timing.”

  • BOPIS (buy online, pick up in-store)

    BOPIS (buy online, pick up in-store) is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.

  • brand ambassador

    A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.

  • brand recognition

    Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign.

  • build to order

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

  • business metric

    A business metric is a quantifiable measure businesses use to track, monitor and assess the success or failure of various business processes.

  • buyer personas

    A buyer persona is a composite representation of a specific subdivision of a market segment.

  • buzz marketing

    Buzz marketing is a viral marketing technique focused on maximizing the word-of-mouth potential of a campaign or product.

  • C

    call center

    A call center is a centralized department that handles inbound and outbound calls from current and potential customers.

  • call center agent (call center representative)

    A call center agent is a person who handles incoming or outgoing customer calls for a business.

  • call center schedule adherence

    Call center schedule adherence is a standard metric used in business call centers to determine whether call center agents are working the amount of time they are scheduled to work.

  • chatbot

    A chatbot is a software or computer program that simulates the human conversation or "chatter" through text or voice interactions.

  • chief customer officer (CCO)

    A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief executive officer (CEO) and answers to the head of marketing or a business unit that reports directly to the CEO.

  • chief experience officer (CXO)

    A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.

  • churn rate

    Churn rate is a measure of the number of customers or employees who leave a company during a given period. It can also refer to the amount of revenue lost as a result of the departures.

  • clickstream data (clickstream analytics)

    Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order.

  • closed loop reporting

    Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.

  • cloud contact center

    A cloud contact center is managed by an outside vendor in a remote location.

  • cold calling

    Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.

  • contact center

    A contact center is a central point from which organizations manage all customer interactions across various channels.

  • contact center as a service (CCaaS)

    Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • contactless payment

    A contactless payment is a wireless financial transaction in which the customer authorizes monetary compensation for a purchase by moving a security token in close proximity to the vendor's point of sale (PoS) reader.

  • content personalization

    Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.

  • contextual marketing

    Contextual marketing is an online marketing strategy model in which people are served with targeted advertising based on their search terms or their recent browsing behavior.

  • conversational marketing

    Conversational marketing is marketing that engages customers through dialogue.

  • cost per engagement (CPE)

    Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.

  • CPQ software (configure price quote software)

    CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services.

  • CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.

  • CRM (customer relationship management) analytics

    CRM (customer relationship management) analytics comprises all of the programming that analyzes data about customers and presents it to an organization to help facilitate and streamline better business decisions.

  • 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 churn (customer attrition)

    Customer churn, also called customer attrition, is the number of paying customers who fail to become repeat customers. In this context, churn is a quantifiable rate of change that occurs over a specified amount of time.

  • customer data management (CDM)

    Customer data management (CDM) is the centralization of customer information, such as customer experiences, demographics and feedback, into a single database.

  • 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 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.

  • customer engagement

    Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness

  • customer experience (CX)

    Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services.

  • 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.

  • customer intelligence (CI)

    Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.

  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

  • customer lifecycle

    In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.

  • customer profiling

    Customer profiling is the practice of organizing customers into specific groups possessing similar goals or characteristics.

  • customer retention

    Customer retention is a metric that measures customer loyalty, or the ability for an organization to keep its customers over time.

  • customer segmentation

    Customer segmentation is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests and spending habits.

  • customer service and support

    Customer service is the support that organizations offer to customers before and after purchasing a product or service.

  • 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 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-managed relationship (CMR)

    A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, apps 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 clean room

    A data clean room is a technology service that helps content platforms keep first person user data private when interacting with advertising providers.

  • database marketing

    Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data.

  • digital marketing

    Digital marketing is a general term for any effort by a company to connect with customers through electronic technology.

  • 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.

  • E

    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.

  • F

    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)

    First call resolution (FCR) is when customer service agents properly address a customer's needs the first time they call.

  • 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.

  • 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

    A help desk is the individual, group, organizational function or external service that an IT user calls to get help with a problem.

  • 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 is a growth pattern in a line chart that shows a sudden and extremely rapid growth after a long period of linear growth.

  • 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 or practice of a plan, a method or any design, idea, model, specification, standard or policy for doing something.

  • 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.

  • integration

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

  • 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.

  • 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 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.

  • 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. 

  • 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.

  • 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 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 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 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. 

  • 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.

  • 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, or mobile customer relationship management, enables those working in the field or remote employees to use mobile devices, such as smartphones and tablets, to access customer data and customer accounts wherever they are.

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