Customer loyalty Definitions

  • B

    buying signals

    Buying signals are behavioral cues that indicate the intentions of prospective or existing customers in terms of their readiness to buy.

  • C

    call center agent (call center representative)

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

  • 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.

  • 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.

  • coalition loyalty program

    A coalition loyalty program is a loyalty card system that offers incentives to customers of two or more businesses in return for allowing those businesses to collect user data. Such a program packages customer benefits into a single customer loyalty program.

  • 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.

  • CRM (customer relationship management)

    Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • 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.

  • customer health score

    Customer health scores can be descriptive or predictive. Descriptive scores focus more on the current state of customer health, whereas predictive scores use current data triggers to predict a customer's future propensity to drop off or renew.

  • customer lifetime value (CLV)

    The customer lifetime value (CLV) is a metric that represents a customer's monetary worth to an organization.

  • D

    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.

  • H

    Hospitality Financial and Technology Professionals (HFTP)

    The Hospitality Financial and Technology Professionals (HFTP) organization is an international society established in 1952 for financial and technology professionals who work in the hospitality industry.

  • Hospitality Information Technology Association (HITA)

    The Hospitality Information Technology Association (HITA) is an international association of hospitality educators, hardware and software vendors, information technology users, and consultants to the hospitality industry.

-ADS BY GOOGLE

SearchBusinessAnalytics

SearchDataManagement

SearchSAP

SearchOracle

SearchAWS

SearchContentManagement

SearchSalesforce

Close