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Cross-Selling: Cross-selling involves recommending related or complementary products or services to customers based on their current purchase or interests. The aim is to increase the average order value by offering additional items that complement or enhance the primary purchase, leading…

Cross-selling is a sales technique where a company promotes additional products or services to an existing customer who has already made a purchase. The goal of cross-selling is to encourage customers to buy complementary or related products that enhance their…

Customer Acquisition refers to the process of attracting and converting new customers to purchase a product or service from a business. It involves various marketing and sales strategies aimed at identifying potential customers, generating leads, nurturing prospects, and ultimately persuading…

Customer Analytics involves the use of data analysis techniques to gain insights into customer behavior, preferences, and trends. It encompasses the collection, processing, and interpretation of customer data from various sources, such as transaction records, website interactions, and social media…

Customer Assist refers to the support and assistance provided to customers by businesses to address their inquiries, concerns, or issues. This assistance can be offered through various channels, including phone, email, chat, social media, and self-service portals. Customer assist aims…

Customer care encompasses the actions and processes undertaken by a business to ensure the satisfaction and well-being of its customers throughout their journey with the company. It involves providing assistance, support, and guidance to customers before, during, and after their…

Customer Effort Score (CES) is a metric used to measure the level of effort required by customers to complete a specific task or interaction with a company. It is typically assessed through post-interaction surveys where customers are asked to rate…

Customer Experience (CX) refers to the overall perception and impression that customers have of a company based on their interactions and experiences across all touchpoints throughout the customer journey. It encompasses every interaction, from initial awareness and discovery through to…

Customer Experience as a Service (CXaaS) refers to a cloud-based service model that provides organizations with the tools, technologies, and expertise needed to deliver exceptional customer experiences across all touchpoints and channels. CXaaS solutions typically include a combination of customer…

Customer Experience Management (CEM) refers to the process of strategically designing, implementing, and monitoring the interactions between a company and its customers across all touchpoints throughout the customer journey. CEM aims to optimize every aspect of the customer experience, from…

A Customer Experience Strategy is a comprehensive plan that outlines how a company will deliver exceptional experiences to its customers across all touchpoints and interactions throughout the customer journey. It involves understanding customer needs, preferences, and pain points, and designing…

Customer Experience Transformation refers to the process of fundamentally changing and improving the way a company interacts with its customers across all touchpoints and channels. It involves a comprehensive overhaul of processes, technologies, and organizational culture to deliver exceptional customer…

Customer Interaction refers to any communication or engagement between a customer and a company or its representatives across various touchpoints and channels. These interactions can occur through face-to-face interactions, phone calls, emails, live chats, social media interactions, and more. Each…

The Customer Journey refers to the sum of all interactions and touchpoints that a customer experiences with a company or brand throughout their relationship. It encompasses every stage of the customer lifecycle, from initial awareness and consideration to purchase, post-purchase…

A Customer Journey Map is a visual representation of the customer's interactions, experiences, and emotions across all touchpoints and stages of their relationship with a company or brand. It illustrates the customer's path from initial awareness and consideration to purchase,…

Customer Lifecycle Management (CLM) refers to the strategic process of managing the entire journey of a customer's relationship with a company, from initial awareness and acquisition to retention, loyalty, and advocacy. CLM involves understanding the various stages of the customer…

Customer Lifetime Value (CLV) is a metric that represents the total revenue a company expects to earn from a customer throughout their entire relationship with the business. It takes into account the value of all future purchases, as well as…

Customer Loyalty refers to the degree to which customers consistently choose a particular brand or company over competitors, and demonstrate a willingness to continue purchasing products or services from that brand. It is built upon positive experiences, satisfaction with products…

Customer Relationship Management (CRM) refers to the strategies, practices, and technologies used by businesses to manage and analyze interactions with current and potential customers throughout the customer lifecycle. The primary goal of CRM is to improve customer relationships, drive customer…

Customer Satisfaction Rating refers to the measurement of customer satisfaction with a product, service, or overall experience, typically expressed as a numerical score or rating. It provides businesses with valuable insights into the level of satisfaction among their customers and…

Customer Service Automation refers to the use of technology, such as artificial intelligence (AI), chatbots, and self-service portals, to automate repetitive tasks and streamline customer service processes. Automation in customer service aims to enhance efficiency, improve response times, and provide…

Customer Turnover, also known as customer churn or customer attrition, refers to the rate at which customers stop doing business with a company over a certain period of time. It is typically expressed as a percentage and represents the proportion…

CX Consulting, or Customer Experience Consulting, refers to the services provided by consulting firms or professionals to help businesses improve their customer experience strategies and practices. CX consultants work closely with organizations to assess their current customer experience capabilities, identify…

The CX Economy refers to an economic framework where customer experience (CX) plays a central role in driving business success and growth. In the CX Economy, businesses prioritize delivering exceptional customer experiences as a strategic imperative to differentiate themselves, build…

The CX Tech Ecosystem refers to the interconnected network of technologies and solutions that businesses use to manage and optimize the customer experience across various touchpoints and channels. This ecosystem encompasses a wide range of software applications, platforms, and tools…