Customer relationship managementCustomer relationship management (CRM) is a strategic process that organizations use to manage, analyze, and improve their interactions with customers. By using data-driven insights, CRM often involves dedicated information systems that help store and analyze customer data, support communication, and coordinate sales, marketing, and service activities.Speech analyticsSpeech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interactions with an enterprise.
Customer satisfactionCustomer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals".Commercial information exchangeA commercial information exchange (CIE) is an Internet-based commercial property listing service in the United States that is operated by a local association to serve the local market. A CIE is the commercial real estate equivalent of the residential Multiple Listing Service.Business intelligenceBusiness intelligence (BI) consists of strategies, methodologies, and technologies used by enterprises for data analysis and management of business information to inform business strategies and business operations.Transaction dataTransaction data or transaction information is a category of data describing transactions. Transaction data/information gather variables generally referring to reference data or master data – e.g. dates, times, time zones, currencies. Typical transactions are: Financial transactions about orders, invoices, payments; Work transactions about plans, activity records; Logistic transactions about deliveries, storage records, travel records, etc..Market researchMarket research is an organized effort to gather information about target markets and customers. It involves understanding who they are and what they need. It is an important component of business strategy and a major factor in maintaining competitiveness. Market research helps identify and analyze market needs, market size and the competition.
Speech recognitionAutomatic conversion of spoken language into text This article has multiple issues. Please help improve it or discuss these issues on the talk page. (Learn how and when to remove these messages) This article needs more citations. Please help improve this article by adding citations to reliable sources.
EmailElectronic mail (usually shortened to email; alternatively hyphenated e-mail) is a method of transmitting and receiving digital messages using electronic devices over a computer network. It was conceived in the late–20th century as the digital version of, or counterpart to, mail (hence e- + mail).Reference dataReference data is data used to classify or categorize other data. Typically, they are static or slowly changing over time. Examples of reference data include: Units of measurement Country codes Corporate codes Fixed conversion rates e.g., weight, temperature, and length Calendar structure and constraints Reference data sets are sometimes alternatively referred to as a "controlled vocabulary" or "lookup" data. Reference data differs from master data.
Mystery shoppingMystery shopping is a market research method in which a researcher poses as a customer, prospect or user to observe and report on the quality of a sales, service, compliance or customer-experience process, or on job performance. It may be used to assess a company’s own operations, competitors’ operations, or market practices more broadly.
Call centreA call centre (Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers.
Text miningText mining, text data mining (TDM) or text analytics is the process of deriving high-quality information from text. It involves "the discovery by computer of new, previously unknown information, by automatically extracting information from different written resources." Written resources may include websites, books, emails, reviews, and articles. High-quality information is typically obtained by devising patterns and trends by means such as statistical pattern learning.*As an Amazon Associate I earn from qualifying purchases.