Customer Experience Management Definitions

  • #

    360-degree customer view

    The 360-degree customer view is the idea that companies can get a complete view of customers by aggregating data from the various touch points in which consumers interact with companies.

  • A

    age of the customer

    Age of the customer is the concept that consumers are more empowered than ever because they can access information about products and services over the Internet in real time. 

  • C

    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 journey map

    A customer journey map is a diagram or several diagrams that depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on the phone to airing grievances on social media.

  • Customer Life Cycle

    In customer relationship management (CRM), customer life cycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.

  • F

    field service management (FSM)

    Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.

  • P

    phygital

    Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience.

  • S

    sales funnel

    A sales funnel, also called a purchase funnel, is the visual representation of the customer journey, depicting the sales process from awareness to action.

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