Here are the results for the letter 'c':

Call Center

A call center is a central place or network of places where customer and other telephone calls are handled by an enterprise. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call Centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large enterprise that uses the telephone to sell or service products and services.

Callback

A user authentication scheme used by computers running dial-in services. A user dials in to a computer and types a logon ID password. The computer breaks the connection and automatically calls the user back at a preauthorized number.

Category Management

The management of product categories as strategic business units. The practice empowers a category manager with full responsibility for the assortment decisions, inventory levels, shelf-space allocation, promotions and buying. With this authority and responsibility, the category manager is able to judge more accurately the consumer buying patterns, product sales and market trends of that category.

Change Management

The practice of steering a company in a new strategic direction and keeping all involved people and projects aligned with the new goals as the organization, jobs, technology and processes are uprooted.

Channel Conflict

This occurs when a company's old economy supply chain competes with its new economy supply chains.

Coaching

A one-to-one relationship that aims to bring about individual learning and performance improvement, usually focusing on achieving predefined objectives within a specific time period. The role of the coach is to create a supportive environment in which to challenge and develop the critical thinking skills, ideas and behaviours of the person being coached, so that they might reach their full potential.

Collaborative Working

A generic term that simply means teamwork or a group effort. It also has a more specific meaning in knowledge management, where it is often used to describe close working relationships involving the sharing of knowledge.

Competitive Advantage

A widely-used term in the private sector to describe something that differentiates a company from its competitors in the same industry and makes it more likely to gain profits than the others.

Computer Telephony Integration (CTI)

Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. Automatic telephone dialing from an address list is an outbound example.

Content Management System (CMS)

Content management systems support the creation, management, distribution, publishing, and discovery of corporate information. Also known as ‘web content management’ (WCM), these systems typically focus on online content targeted at either a corporate website or intranet.

Customer Analytics

Customer Analytics comprises all programming that analyzes data about an enterprise's customers and presents it so that better and quicker business decisions can be made. CRM analytics can be considered a form of online analytical processing (OLAP) and may employ data mining. (Source: SearchCRM.com)

Customer Capital

The value of an organization's relationships with its customers including the intangible loyalty of its customers to the company or a product, based on reputation, purchasing patterns, or the customers' ability to pay.

Customer Experience

An experience can be described as the emotional effect on a person during the course of an action or an event. The Customer Experience is the emotional response of a customer or prospect when interacting with a company during a business transaction.

As any marketer will testify, customers are becoming increasingly difficult to woo. Customers want low prices for quality products and services, they want to purchase them efficiently and conveniently and what’s more, they want personal service through and beyond the purchase process.

Companies are recognizing that the key to sustained and profitable business growth is the customer. As such, many are depolarising their operations and migrating from a product-centric to a customer-focused business. These companies are also consolidating their brand to offer a "360-degree" Customer Experience so that the customer gets a consistent brand message at every angle. The net effect of these efforts is an improved, consistent customer experience across all touch points, better customer service, increased market share and customer loyalty.

Customer Experience Management (CEM)

Management of Customer Experience

Customer Relationship Management (CRM)

"CRM is a business approach that integrates People, Processes and Technology to maximize the relations of an organizations with all types of customers.

The true value of CRM is to transform strategy, operational processes and business functions in order to retain customers and increase customer loyalty and profitability."

by Aris Pantazopoulos, Founder, CRM Today

Click here for more definitions on CRM

Customer Service

Customer service is an organization's ability to supply their customers' wants and needs. ACA Group sums up what excellent customer service is: "excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations." If an organization is going to consistently exceed customers' expectations, it has to recognize that every aspect of its business has an impact on customer service, not just those aspects of the business that involve face-to-face customer contact. Improving customer service involves making a commitment to learning what your customers' needs and wants are, and developing action plans that implement customer friendly processes.

Customer-Centric

Refers to a strategy or focus, which is closely aligned with CRM and the fusion of a company;s people, process and technology. A Customer-Centric strategy is meant to measure and monitor all accessible and valuable customer information.