Customer Focus Management Glossary

A

• Account management in Customer Focus Management
• Advocacy marketing in Customer Focus Management
• After-sales service in Customer Focus Management
• Agent Empowerment in Customer Focus Management
• Agent Lifecycle in Customer Focus Management
• Agents in Customer Focus Management
• Application Program Interface (API) in Customer Focus Management
• Average Handle Time in Customer Focus Management
• Average Reply Time in Customer Focus Management

B

• B2B Customer Experience in Customer Focus Management
• Backlog in Customer Focus Management
• Behavioral segmentation in Customer Focus Management
• Benchmarking in Customer Focus Management
• Big data analytics in Customer Focus Management
• Big Data in Customer Focus Management
• Brand Experience in Customer Focus Management
• Brand in Customer Focus Management
• Brand loyalty in Customer Focus Management
• Brand reputation in Customer Focus Management
• Bug in Customer Focus Management
• Business Hours in Customer Focus Management
• Business Rules in Customer Focus Management
• Business-to-business (B2B) in Customer Focus Management
• Business-to-consumer (B2C) in Customer Focus Management

C

• Call center in Customer Focus Management
• Canned Response in Customer Focus Management
• Change Management in Customer Focus Management
• Channels in Customer Focus Management
• Churn in Customer Focus Management
• Churn rate in Customer Focus Management
• Client relationship management (CRM) in Customer Focus Management
• Coaching in Customer Focus Management
• Community management in Customer Focus Management
• Competitive benchmarking in Customer Focus Management
• Complaint management in Customer Focus Management
• Complaint resolution in Customer Focus Management
• Consumer behavior in Customer Focus Management
• Consumer satisfaction in Customer Focus Management
• Contact center in Customer Focus Management
• Content marketing in Customer Focus Management
• Conversational marketing in Customer Focus Management
• Conversion rate in Customer Focus Management
• Cross-selling in Customer Focus Management
• Customer acquisition cost (CAC) in Customer Focus Management
• Customer acquisition in Customer Focus Management
• Customer advocacy in Customer Focus Management
• Customer advocacy program in Customer Focus Management
• Customer analysis in Customer Focus Management
• Customer centricity in Customer Focus Management
• Customer Charter in Customer Focus Management
• Customer churn in Customer Focus Management
• Customer data management in Customer Focus Management
• Customer Effort in Customer Focus Management
• Customer empowerment in Customer Focus Management
• Customer engagement in Customer Focus Management
• Customer engagement rate in Customer Focus Management
• Customer experience in Customer Focus Management
• Customer experience management (CEM) in Customer Focus Management
• Customer feedback in Customer Focus Management
• Customer feedback management in Customer Focus Management
• Customer intelligence in Customer Focus Management
• Customer journey in Customer Focus Management
• Customer lifecycle in Customer Focus Management
• Customer lifetime value (CLTV) in Customer Focus Management
• Customer listening in Customer Focus Management
• Customer loyalty in Customer Focus Management
• Customer loyalty program in Customer Focus Management
• Customer metrics in Customer Focus Management
• Customer needs analysis in Customer Focus Management
• Customer needs in Customer Focus Management
• Customer onboarding in Customer Focus Management
• Customer outreach in Customer Focus Management
• Customer pain points in Customer Focus Management
• Customer personalization in Customer Focus Management
• Customer profiling in Customer Focus Management
• Customer relationship management (CRM) in Customer Focus Management
• Customer retention in Customer Focus Management
• Customer retention rate in Customer Focus Management
• Customer satisfaction in Customer Focus Management
• Customer Satisfaction Score (CSAT) in Customer Focus Management
• Customer segmentation in Customer Focus Management
• Customer service analytics in Customer Focus Management
• Customer service excellence in Customer Focus Management
• Customer service in Customer Focus Management
• Customer service management in Customer Focus Management
• Customer service skills in Customer Focus Management
• Customer service training in Customer Focus Management
• Customer success in Customer Focus Management
• Customer success management in Customer Focus Management
• Customer support in Customer Focus Management
• Customer touchpoints in Customer Focus Management
• Customer value proposition in Customer Focus Management
• Customer-centric in Customer Focus Management
• Customer-centric marketing in Customer Focus Management
• Customer-centricity in Customer Focus Management
• Customer-driven in Customer Focus Management
• Customer-focused in Customer Focus Management

D

• Digital marketing in Customer Focus Management
• Downtime in Customer Focus Management

E

• Emotional intelligence in Customer Focus Management
• Empathy in Customer Focus Management
• Employee engagement in Customer Focus Management
• Enterprise feedback management (EFM) in Customer Focus Management
• Escalation Management in Customer Focus Management
• Experience design in Customer Focus Management

F

• Feedback in Customer Focus Management
• Feedback loop in Customer Focus Management
• First Call Resolution in Customer Focus Management
• First Contact Resolution Rate in Customer Focus Management
• First Reply Time in Customer Focus Management
• Frequently Asked Questions (FAQs) in Customer Focus Management
• Frictionless experience in Customer Focus Management

G

• Gamification in Customer Focus Management

H

• Help Desk in Customer Focus Management

J

• Journey in Customer Focus Management
• Journey Mapping in Customer Focus Management

K

• Key Performance Indicators (KPI) in Customer Focus Management
• Key performance indicators (KPIs) in Customer Focus Management
• Knowledge Base in Customer Focus Management

L

• Lead generation in Customer Focus Management
• Lifecycle in Customer Focus Management
• Loyalty in Customer Focus Management

M

• Machine learning in Customer Focus Management
• Marketing automation in Customer Focus Management
• Metric in Customer Focus Management
• Mobile customer experience in Customer Focus Management
• Multichannel marketing in Customer Focus Management

N

• Net Promoter Score (NPS) in Customer Focus Management
• Net Promoter System in Customer Focus Management
• Net Revenue Retention (NRR) in Customer Focus Management

O

• Omni-Channel in Customer Focus Management
• Omnichannel customer experience in Customer Focus Management
• Omnichannel in Customer Focus Management
• Onboarding in Customer Focus Management
• Online customer experience in Customer Focus Management
• Online Experience in Customer Focus Management
• Online reputation management in Customer Focus Management
• Outsourcing in Customer Focus Management

P

• Personalization in Customer Focus Management
• Personalized customer experience in Customer Focus Management
• Point of sale (POS) in Customer Focus Management
• Predictive analytics in Customer Focus Management
• Product adoption in Customer Focus Management
• Product Feature in Customer Focus Management

Q

• Quality assurance in Customer Focus Management

R

• Referral marketing in Customer Focus Management
• Relationship management software in Customer Focus Management
• Relationship marketing in Customer Focus Management
• Resolution Rate in Customer Focus Management
• Retention in Customer Focus Management
• Return on Investment (ROI) in Customer Focus Management

S

• Sales automation in Customer Focus Management
• Sales funnel in Customer Focus Management
• Self-service in Customer Focus Management
• Self-Service Portals in Customer Focus Management
• Self-Service Ratio in Customer Focus Management
• Service automation in Customer Focus Management
• Service Culture in Customer Focus Management
• Service level agreement (SLA) in Customer Focus Management
• Service recovery in Customer Focus Management
• Social customer service in Customer Focus Management
• Social listening in Customer Focus Management
• Social media marketing in Customer Focus Management
• Subject Matter Experts (SMEs) in Customer Focus Management
• Support Ticket in Customer Focus Management
• Surveys and feedback in Customer Focus Management

T

• Target market in Customer Focus Management
• Technology adoption in Customer Focus Management
• Text Analytics in Customer Focus Management
• Ticket in Customer Focus Management
• Ticket Routing in Customer Focus Management
• Ticket Status in Customer Focus Management
• Ticket Volume in Customer Focus Management
• Tiered Support in Customer Focus Management
• Touchpoint in Customer Focus Management

U

• Upselling in Customer Focus Management
• User experience design (UX) in Customer Focus Management

V

• Voice assistants. in Customer Focus Management
• Voice in Customer Focus Management
• Voice of the Customer (VoC) in Customer Focus Management

W

• Widget in Customer Focus Management