Customer experience management
The goal of customer experience management (CEM) is to optimize customer satisfaction at each touchpoint of the customer journey. Definitions in this glossary include terms about marketing and creating a customer-centric view of business, the use of AI and RPA in martech, capturing and analyzing customer feedback and contact center automation.- B2B2C (business-to-business-to-consumer) - B2B2C (business-to-business-to-consumer) adds consumer e-commerce to the B2B (business-to-business) model, allowing a company to market its product or service more effectively by entering a B2B relationship with a company whose expertise is selling online.
- backfire effect - The backfire effect is the tendency of some people to resist accepting evidence that conflicts with their beliefs.
- behavioral targeting - Behavioral targeting is the presentation of content and marketing based on the previous choices of users across websites.
- big box store - A big box store is a very large brick and mortar retail location which sells a variety of merchandise, usually at a low price.