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.
If the term you are looking for is not here just contact us at info@genroe.com.au.
- Product and Service Bundling
- Best Worst Surveys
- Cross-Sell
- Customer Experience
- Customer Experience Management
- Customer Lifecycle
- Customer Lifetime Value
- Customer Loyalty
- 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)
- What is a Good Net Promoter Score?
- Winback Program
