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Analytical CRM
Analytical CRM uses Business Intelligence (BI) and data mining to
report on and predict customer behavior.
Back Office
Administrative staff of a company who do not have face-to-face
contact with the company's customers such as operations, IT and
Finance.
Channel
How products and services are sold to end customers. Retailers and
wholesalers are examples of different channels.
Channel conflict
This happens when a company tries to sell products or services to
the same customer group using different channels Selling via
Internet and via retail is a good example of channel conflict.
Customer Churn
Customer defection or disloyalty. Can be calculated as the number of
lost customers from the average number of customers within the same
period, and shown as a percentage.
Collaborative filtering
A feature of CRM software that allows a business to provide products
or services to a customer based on what other customers with similar
preferences have purchased in the past. Internet retailers use
collaborative filtering to recommend popular products to you.
Cross selling
Identifying and selling additional different goods as a result of
the customer’s original purchase, either at the time of purchase or
after.
Customer loyalty
Measured as the extent to which customers will purchase additional
products or services based on a previous buying experience.
Customer Relationship Management (CRM)
A business strategy that puts the customer at the heart of the
business and utilises software to retain and improve customer
loyalty and profitability.
Data Mining
Analyzing information to identify trends, patterns and business
opportunities.
Data Warehouse
An information repository such as a databse that allows companies to
access and analyze data and trends.
Front Office
The operations and staff of a company that are customer facing.
These may include: customer service, customer support, call centers,
and internal sales.
One-to-one marketing
Learning about and developing a relationship with the customer on a
personalized, interactive basis.
Segmentation
Dividing customers into groups, each with common demographic
attributes and assessing their value to the business.
Up selling
increasing the value of a sale to the customer, for example by
offering a more expensive version or add-ons, either at the time of
sale or after.
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