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Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.
Relationship marketing is a form of marketing that emphasizes customer retention and satisfaction rather than sales transactions. It involves communication, collaboration and personalization across various channels and platforms to create long-term and mutually beneficial relationships with customers.
A touchpoint is any way consumers can interact with a business organization, whether person-to-person, through a website, an app or any form of communication. Learn how touchpoints influence the consumer decision-making process, from problem recognition to post-purchase behaviour, and see examples of effective touchpoints in marketing communications.
Learn what a customer value proposition (CVP) is, why it is important, and how to create one for your business or product. A CVP is a statement that describes the benefits and value a customer will receive in exchange for their payment or other value transfer.
The industry sees good overall user experience with a company's products as critical for securing brand loyalty and enhancing the growth of the customer base. All temporal levels of user experience (momentary, episodic, and long-term) are important, but the methods to design and evaluate these levels can be very different.