(score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Customer advocacy is a specialized form of customer service in which companies focus on what is best for the customer. It is a change in a company’s culture that is supported by customer-focused customer service and marketing techniques.

Customer analytics is a process by which data from customer behavior is used to help make key business decisions via market segmentation and predictive analytics. Data is collected from various touch-points a customer has with the organization and then analysed to give insights about consumer behavior. In today’s connected world where customer has [..]

Customer engagement is the engagement of customers with one another, with a company or a brand. The initiative for engagement can be either consumer- or company-led and the medium of engagement can be on or offline. Customer engagement can help organizations to understand their customers, their needs, and increase advocacy.

Customers’ perception of their experience at various touch-points across their lifecycle with an organization. Please note that it is the “perception” of Customers and hence, is based on their experience of the product/service.There are 3 levels of Customer experience

The process of strategically managing a customer’s entire experience with a product or a company” :Schmitt, 2003 The process of strategically managing a customer’s entire experience with a product or a company to meet business goals”: Genroe, 2005

An understanding of Customers’ behavior, an insight into why customers like/dislike a brand, why they prefer one brand over others, what influences their decisions, their pain points and their sweet spots. Organizations get customer insights by studying the behavior of their current customers as well as market research. Customer Journey Mapping

Customer lifetime value is a prediction of the net profit attributed to the entire future relationship with a customer.Customer lifetime value is an important concept as it encourages firms to shift their focus from quarterly profits to the long-term health of their customer relationships. Customer lifetime value is an important number because it r [..]

How often and how much a customer purchases from you over other providers?

CRM is an overall strategy to help organizations learn more about their customers and their behavior. As a result they can develop stronger, lasting relationships, which will benefit them as well as their customers. Customer Relationship Management (CRM) software solutions helps to manage these relationships, using a combination of people, processe [..]