Англо-русский экономический словарь.
Customer relationship management — (CRM) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes principally sales activities, but… … Wikipedia
Customer lifecycle management — Customer Lifecycle Management, or CLM is the measurement of multiple customer related metrics, which, when analyzed for a period of time, indicate performance of a business.[1] The overall scope of the CLM implementation process encompasses all… … Wikipedia
Customer involvement management — Customer Involvement Management, CIM, is an approach that takes the customer orientation one step further than Customer Relationship Management[1]. CIM is about identifying and developing possibilities to involve customers in the business and… … Wikipedia
Loyalty program — – Loyalty programs are structured marketing efforts that reward, and therefore encourage, loyal buying behavior behavior which is potentially beneficial to the firm.[1] Various loyalty cards In marketing generally and in retailing more… … Wikipedia
Customer 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… … Wikipedia
Loyalty marketing — is an approach to marketing, based on strategic management, in which a company focuses on growing and retaining existing customers through incentives. Branding, product marketing and loyalty marketing all form part of the customer proposition –… … Wikipedia
Customer 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… … Wikipedia
Customer engagement — (CE) refers to the engagement of customers with one another, with a company or a brand. The initiative for engagement can be either consumer or company led and the medium of engagement can be on or offline. Unlike marketing terms such as… … Wikipedia
Customer satisfaction — Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers, or percentage of total… … Wikipedia
Customer service training — refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Contents 1 Audience 2 Content 3 Methodology 4 … Wikipedia
Customer retention — is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organisation has with a customer and continues throughout the entire lifetime of a… … Wikipedia
