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Customer involvement management, CIM, is a marketing management method that takes customer orientation further than customer relationship management. CIM
Customer involvement management
Customer_involvement_management
Different dimensions of customer experience include senses, emotions, feelings, perceptions, cognitive evaluations, involvement, memories, as well as spiritual
Customer_experience
Process of managing interactions with customers
Customer relationship management (CRM) is a strategic process that organizations use to manage, analyze, and improve their interactions with customers
Customer relationship management
Customer_relationship_management
Ability of a company or product to retain its customers over some specified period
Successful customer retention involves more than giving the customer what they expect. Generating loyal advocates of the brand might mean exceeding customer expectations
Customer_retention
Summarizes customers' expectations, preferences and aversions
In marketing and quality management, the voice of the customer (VoC) summarizes customers' expectations, preferences and dislikes. According to the Association
Voice_of_the_customer
Provision of service to customers
experience management Customer relationship management Customer satisfaction Customer Service Assurance Customer service representative Customer service
Customer_service
Marketing concept
In marketing, customer lifetime value (CLV or often CLTV), lifetime customer value (LCV), or life-time value (LTV) is an estimation and prediction of the
Customer_lifetime_value
Type of interaction
Customer engagement is a marketing and strategic management concept. Practitioners view it as interactions, "engagements", between a firm and its customers
Customer_engagement
content servers, management databases and user devices to ensure customer service quality is consistent with CSP expectations. CSA involves, when needed,
Customer_Service_Assurance
Initiatives to enhance the performance of firms in external environments
In the field of management, strategic management involves the formulation and implementation of the major goals and initiatives taken by an organization's
Strategic_management
Software for automating repetitive marketing tasks
scoring, campaign management and reporting into one system. It often integrates with customer relationship management (CRM) and customer data platform (CDP)
Marketing_automation
Systems to give users appropriate access
users and by customers. Many such services require identity management to properly provide these services. Increasingly, identity management has been partitioned
Identity and access management
Identity_and_access_management
Operational business strategy
branch of revenue management, yield management involves strategic control of inventory to sell the right product to the right customer at the right time
Yield_management
Concept in service organisations
management for services has the functional responsibility for producing the services of an organization and providing them directly to its customers.
Operations management for services
Operations_management_for_services
Customer who publicly endorses a product
and functions of customer reference marketing — Leveraging customer references as marketing assets". Industrial Marketing Management. IMP 2009: Handling
Reference_customer
Market research metric
Reichheld Relationship marketing – Form of marketing focused on customer retention Project Management Institute 2021, §4.4.4 Other Methods. Colvin, Geoff (18
Net_promoter_score
Way of interaction of consumers with an organization
the starting point of a customer journey (2011:15). The customer journey/experience is the full involvement that a customer has with a particular brand
Touchpoint
Software creating a unified customer database accessible to other systems
and probabilistic methods. Audience management within a CDP involves collecting, organizing, and analyzing customer data for marketing and analytics purposes
Customer_data_platform
Measures of managing short-term cash in the company
cash management, or treasury management, is a marketing term for certain services related to cash flow offered primarily to larger business customers. It
Cash_management
In business operations, controlling the process of production of goods
consumers). Operations management covers sectors like banking systems, hospitals, companies, working with suppliers, customers, and using technology.
Operations_management
Comparison of expectation with performance
statistical process control and Customer involvement management. The relationship between service quality and customer satisfaction has received considerable
Service_quality
Provides a leading indicator of consumer purchase intentions and loyalty
meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience
Customer_satisfaction
Management of the flow of goods and services
finished products and delivered to their end customers. A more narrow definition of supply chain management is the "design, planning, execution, control
Supply_chain_management
Concept in customer service
differs from complaint management in its focus on immediate reaction to service failures. Complaint management is based on customer complaints, which, in
Service_recovery
Management of subordinates in an organization
management may involve moving a workforce around and utilizing human resources. Within staff management there is also line management, which involves
Staff_management
Complete process of bringing a new product to market
development management structures: Customer-centric new product development focuses on finding new ways to solve customer problems and create more customer-satisfying
New_product_development
Marketing discipline
based on how much a customer is willing to pay. The Revenue Management Society (RMS), now operating under the name Revenue Management and Pricing International
Revenue_management
Management discipline studying human transformational processes within organizations
Change management (CM) is a discipline that focuses on managing changes within an organization. Change management involves implementing approaches to
Change_management
Process of managing a task through its life cycle
customer relationship management and knowledge management. In context, they should support file attachments and links to tasks, document management,
Task_management
System involved in supplying a product or service to a consumer
finished products and distribute them to end consumers or end customers, while supply chain management focuses on the optimization of the flow of goods within
Supply_chain
Study and process of exploring, creating, and delivering value to customers
of acquiring, satisfying and retaining customers. It is one of the primary components of business management and commerce. Marketing is usually conducted
Marketing
Practice for controlling corporate data
as reporting and inventory management can be automated to improve efficiency. Employee learning, onboarding, and customer service also become more efficient
Master_data_management
Business process to aid consistent product fitness
standards and customer demands. The ISO 9000 series of standards are probably the best known international standards for quality management. Some themes
Quality_management
Practical application of marketing in organizations
sales force management systems, and customer relationship management tools (CRM). Some software vendors have begun using the term customer data platform
Marketing_management
Marketing concept
require business-to-customer relationships, in which a customer goes to the business to purchase a product or service. In customer-to-customer markets, the business
Customer_to_customer
Management of supplier-customer relationship
Demand-chain management (DCM) is the management of relationships between suppliers and customers to deliver the best value to the customer at the least
Demand-chain_management
American operations manager
which involves applying concepts from OM, organizational theory, and services marketing to the design of service processes. He devised the customer contact
Richard_B._Chase
Managing marketing and sales information
delivers customers an experience around its products or services throughout the customer lifecycle. PXM integrates PIM and customer experience management to
Product information management
Product_information_management
Systematic collection of tasks within a business
a largely unified customer-focused result, one of "customer value creation." This goal is expedited with business process management, which aims to analyze
Business_process
Planning, organizing, directing, and implementing an organization's commercial activities
management such as marketing, sales, supply chain and logistics, finance, product development and customer relations. Although commercial management and
Commercial_management
Initiation of consumer interest into products
the contact information and, in some cases, demographic information of a customer who is interested in a specific product or service. Leads may come from
Lead_generation
Claims for payment held by a business
supplied or services rendered that customers have ordered but not paid for. The accounts receivable process involves customer onboarding, invoicing, collections
Accounts_receivable
Marketing term for a consumer's emotional attachment to a given brand
architecture Brand aversion Brand equity Brand management Brand language Brand tribalism Customer engagement Customer franchise Employer branding Evangelism marketing
Brand_loyalty
Financial institution and company term
Know your customer or know your client (KYC) laws, regulations and guidelines in financial services require regulated businesses and professionals to verify
Know_your_customer
Software used to prevent money laundering
involvement in criminal activity that may trigger the need for additional due diligence, inform ongoing monitoring, form a key component of Customer Due
Anti–money laundering software
Anti–money_laundering_software
Business management discipline
improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements. BPM proponents also claim
Business_process_management
Process in brand marketing
respectively defined it as a fulfillment in customer expectations and consistent customer satisfaction. Brand management uses an array of marketing tools and
Brand_management
Corporate executive role
holder being responsible for the commercial management and the development of an organization. It typically involves activities relating to marketing, sales
Chief_commercial_officer
Measures the performance of a system
answered in a call center Percentage of customers waiting less than a given fixed time Percentage of customers that do not experience a stockout Percentage
Service_level
Duration of processing of products
meeting customer needs, and coordinating the systems design process by involving all relevant disciplines. An important aspect of lifecycle management is a
Product_lifecycle
Management of the flow of resources
according to the needs of customers, and a logistician is a professional working in the field of logistics management. Logistics management is a component that
Logistics
Planning time spent on specific activities
activities—especially to increase effectiveness, efficiency, and productivity. Time management involves demands relating to work, social life, family, hobbies, personal
Time_management
Decision-making process used by consumers
accessed 13 September 2023 Kotler, Philip. "Marketing Management – Millenium Edition" (PDF). Pearson Customer Publishing. Archived from the original (PDF) on
Buyer_decision_process
Concept in commerce
trans-national. Global supply-chain management has six main areas of concentration: logistics management, competitor orientation, customer orientation, supply-chain
Global supply chain management
Global_supply_chain_management
Marketing to create demand for a product
off. The coordination of sales involvement, the selection of the right sales resource, and the timing of the involvement can be difficult to determine
Demand_generation
Difference between a firm's assets and liabilities used to fund day-to-day operations
outlay of cash for raw material to receiving payment from the customer. As a management tool, this metric makes explicit the inter-relatedness of decisions
Working_capital
Disciplines of managing data as a resource
supports consistent reporting, regulatory adherence, and customer confidence. Enterprise data management programs often define quality metrics such as precision
Data_management
Coordinating the efforts of persons
for their team members. Deficits in frontline management can critically impact service delivery and customer satisfaction. Colleges and universities worldwide
Management
A customer benefit package (CBP) forms as a part of the operations management (OM) toolkit. It involves a clearly defined set of tangible (goods) and
Customer_benefit_package
Dealing with all humanitarian aspects of emergencies
Disaster management (also called emergency management or emergency preparedness) is the systematic reduction of a community's vulnerability to natural
Emergency_management
Profession
Cost accounting Customer service Database management Facility management Design of form or document templates Human resources Management information systems
Office_management
Processing of knowledge to accomplish organizational goals
Knowledge management (KM) refers to a range of processes focused on organizational awareness, learning, collaboration, and innovation. It involves using and
Knowledge_management
Marketing technique
areas of online reputation management include the removal of mug shots from websites, the use of astroturfing in customer review sites, the censorship
Reputation_management
Cloud management system
Digital asset management (DAM) and the implementation of its use as a computer application is required in the collection of digital assets to ensure that
Digital_asset_management
Form of modelling that uses statistics to predict outcomes
analytical customer relationship management and data mining to produce customer-level models that describe the likelihood that a customer will take a
Predictive_modelling
Approach to optimizing staff in a workplace
2005–2010: "AMR Research Releases Report Showing Human Capital Management and Customer Management as Fastest-Growing Enterprise Application Segments at 10%"
Workforce_management
Intermediate management level of a hierarchy
the organisation to line managers, junior staff and customers. Included in this level of management are division, plant and department managers. American
Middle_management
Member of groups without whose support the organization would cease to exist
them in the private sector. For examples these are parents, children, customers, owners, employees, associates, partners, contractors, and suppliers,
Stakeholder_(corporate)
Benefits a vendor promises a customer will receive
value-transfer). Customer Value Management was started by Mahamed Mahamud in the 1980s and discussed in his book, Mastering Customer Value Management. A customer value
Customer_value_proposition
Process of determining what a company will receive in exchange for its products
yield management) is a form of revenue-oriented pricing. Customer-oriented pricing: where the objective is to maximize the number of customers; encourage
Pricing
Consulting services that help organizations to improve their performance
"The relationship between service quality, customer satisfaction and customer loyalty: a study on the management consulting industry". Journal of Information
Management_consulting
Field of planning and leading software projects
project management failures has shown that the following are the most common causes: Insufficient end-user involvement Poor communication among customers, developers
Software_project_management
Set of international standards for quality management systems
goal of these standards is to help organizations ensure that they meet customer and other stakeholder needs within the statutory and regulatory requirements
ISO_9000_family
Part of the advertising industry
Advertising management is how a company carefully plans and controls its advertising to reach its ideal customers and convince them to buy.[citation needed]
Advertising_management
Overview of and topical guide to business management
business and organization Customer relationship management – Process of managing interactions with customers Data management – Disciplines of managing
Outline of business management
Outline_of_business_management
Planning and operation of data centers
positioned above IT Service Management (ITSM), promotes a customer-centric and business-focused approach to service management, aligning business objectives
Data_center_management
Field of communications management
organizations. Email management is an essential component of customer service management. Customer service call centers employ email response management agents along
Email_management
Business term
refers to the involvement of personal attention and service. In business, the term often refers to situations where trust between the customer and employed
High-touch
satisfy the needs, wants, or aspirations of customers. "Service system" is a term used in the service management, service operations, services marketing,
Service_system
Succession of strategies by business management as a product goes through its life-cycle
Product life-cycle management (PLM) is the succession of strategies by business management as a product goes through its life-cycle. The conditions in
Product life-cycle management (marketing)
Product_life-cycle_management_(marketing)
Methodology used to improve production
At its core, Lean eliminates activities that do not add value for the customer. Where just-in-time (JIT) manufacturing focuses on inventory strategy —
Lean_manufacturing
Official commitment between a service provider and a customer
agreement, typically a binding contract, between a service provider and a customer that define particular aspects of the service – such as quality of service
Service-level_agreement
Approach to the effective management of people in a company
(2020). "An expanded conceptualization of line managers' involvement in human resource management". Journal of Applied Psychology. 105 (2): 111–129. doi:10
Human_resource_management
Defining and tackling organization goals
Management by objectives (MBO), also known as management by planning (MBP), is a management style involving the defining of specific objectives within
Management_by_objectives
Management of demand of products and services
or customer intelligence, and often left to the supply chain organization to interpret. Philip Kotler notes two key points: 1. Demand management is the
Demand_management
Measures to remedy sudden disruptions and prevent future reoccurrences
effective incident management, an incident can disrupt business operations, information security, IT systems, employees, customers, or other vital business
Incident_management
Concept in telecommunications
capture, Customer Relationship Management and Telecommunications billing whereas OSS covers Order Management, Network Inventory Management and Network
OSS/BSS
Activities related to the exchange of goods
about in the 1990s through total quality management (TQM). TQM occurs when companies work to improve their customer satisfaction by constantly improving all
Sales
Concept in logistics
(5PL) provide supply chain management and offer system-oriented consulting and supply chain management services to their customers. Advancements in technology
Third-party_logistics
Study of consumption of goods and services
neuroscience, and machine learning, along with customer relationship management (CRM) databases, to analyze customer patterns. The extensive data from these
Consumer_behaviour
Commercial transaction between businesses
and commercial activity where a business sees other businesses as its customer base. This typically occurs when: A business sources materials for its
Business-to-business
Person employed to analyze the credit worthiness
organization to analyze the credit worthiness of customers and potential customers, and to assist in the ongoing management, classification and quantification of
Credit_analyst
Business methods and processes
Enterprise risk management (ERM) is an organization-wide approach to identifying, assessing, and managing risks that could impact an entity's ability to
Enterprise_risk_management
Designing products with digital device
Engineering Manufacturing Customer Involvement Marketing Communications The conceptual design phase involves taking customer input or market requirements
Digital_prototyping
Promoting a person or business online
Customer Perspective". Journal of Business & Retail Management Research. 13 (4). doi:10.24052/JBRMR/V13IS04/ART-13. "List of Social Media Management Systems
Online_presence_management
Process by which an organization deals with a harmful emergency
to risk management, which involves assessing potential threats and finding the best ways to avoid those threats, crisis management involves dealing with
Crisis_management
US-based software and services company
that customers have already collected and provides services and platforms where customers retain the rights, although examples of data management failures
Palantir
Statistical techniques analyzing facts to make predictions about unknown events
asset management firm used predictive analytics to develop a better marketing campaign. They went from a mass marketing approach to a customer-centric
Predictive_analytics
Measurement that evaluates the success of an organization
segmentation of customers by profitability Many of these customer KPIs are developed and managed with customer relationship management software. Faster
Performance_indicator
demonstrated openness, transparency, and commitment to customer focus through Community Marketing involvement. Results in an "ownership" of the discussion surrounding
Community_marketing
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