Customer Experience Management Definitions and Glossary

Below is a glossary and definitions of some common customer experience management terms.

We also have a call centre glossary if you are looking for call centre definitions.

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• Attrition Rate
• Product and Service Bundling
• Best Worst Surveys
• Cross-sell
• Customer Experience
• Customer Experience Management
• Customer lifecycle
• Customer Lifetime Value
• Customer Loyalty
• Customer Retention
• Do Leadership
• Event based marketing
• Event Initiated Marketing - See Event based marketing
• Customer Onboarding
• Customer Satisfaction Index
• Loyalty Program Breakage Rates
• Customer Satisfaction Score
• Marketing Dashboard
• Marketing scorecard
• Next Logical Product
• Retention rate
• Save programs
• Silent attrition
• Trigger Marketing - See Event based marketing
• Up sell (up-selling)
• Winback program