- Industry: Consulting
- Number of terms: 1807
- Number of blossaries: 2
- Company Profile:
Gartner delivers technology research to global technology business leaders to make informed decisions on key initiatives.
Customer relationship management (CRM) software addresses customer life cycle management business processes, and provides functionality to enterprises in sales, marketing and customer service (including call and contact centers) through collaborative, operational and analytical components.
Customer Relationship Management Software Buyers Prioritize Sales Force Automation, According to 2013 Study. SummaryArticle NameCRM - Customer Relationship ManagementGartner, Inc.Gartner, Inc.DescriptionCustomer relationship management (CRM) software addresses customer life cycle management business processes.
Industry:Technology
Any telephone apparatus — including telephone handsets, private branch exchange (PBX) switching equipment, key and hybrid telephone systems, and add-on devices — that is physically located on a customer’s property, as opposed to being housed in the telephone company’s central office or elsewhere in the network.
Industry:Technology
A six-step process starting with a business plan followed by a technology plan. The six steps are:
1. planning
2. information acquisition
3. information compilation, storage and maintenance
4. information analysis
5. information application
6. information distribution
Industry:Technology
The systematic support of business strategy through customer knowledge.
Industry:Technology
A customer information file (CIF) is a system that consolidates customer account information and combines it with basic demographic information to create a current snapshot of a customer relationship. CIFs are often a central component of integrated banking application packages and are primarily used to support operational activities with current, as opposed to historical, data.
Industry:Technology
Customer gateways allow consumers to become part of the smart grid by enabling self-service energy provisioning on the premises, linking and integrating consumer energy management, and having smart appliances increase energy efficiency and enhance the consumer’s quality of life.
Industry:Technology
Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” It is a strategy that requires process change and many technologies to accomplish.
Also, see this Gartner Summit event related to Customer Relationship Management (CRM). SummaryArticle NameCustomer Experience ManagementGartner, Inc.Gartner, Inc.DescriptionGartner defines customer experience management (CEM) as "the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy."
Industry:Technology
Gartner’s exposure to marketing executives across 13,000 client organizations globally gives us unrivaled perspective on digital trends and customer experience management.
Also, see this Gartner Summit event related to Customer Relationship Management (CRM). SummaryArticle NameCustomer ExperienceGartner, Inc.Gartner, Inc.DescriptionGartner defines customer experience as the customer's perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier's employees, systems, channels or products.
Industry:Technology
A customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media and community forums — while retaining the customers’ context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.
Industry:Technology
Customer communications management (CCM) is defined as the strategy to improve the creation, delivery, storage and retrieval of outbound communications, including those for marketing, new product introductions, renewal notifications, claims correspondence and documentation, and bill and payment notifications. These interactions can happen through a widespread range of media and output, including documents, email, Short Message Service (SMS) and Web pages. CCM solutions support these objectives, providing companies with an application to improve outbound communications with their distributors, partners, regulatory bodies and customers.
Industry:Technology
