CEM strategy Definitions

  • A

    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.

  • B

    buyer personas (customer personas)

    A buyer persona is a composite representation of the attributes and demographics of a segment of a company's target customers. Attributes are based on market research and data on an existing customer base.

  • C

    contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed.

  • conversational commerce (voice commerce)

    Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.

  • 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 management (CEM or CXM)

    Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.

  • 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.

  • H

    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.

  • I

    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.

  • L

    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.

  • M

    marketing campaign management

    Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.

  • O

    Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • R

    revenue operations (RevOps)

    Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments.

  • S

    SAP Beyond CRM

    SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place.

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