I’ve tried to compile a few key words that will hopefully spark a debate in your organisation around the definitions you want to agree and use internally
A
- Automation refers to the process of using technology to streamline and simplify repetitive tasks in CRM and personalization. This can include tasks such as lead nurturing, data management, and report generation.
B
- Business Intelligence (BI) refers to the collection, analysis, and reporting of data to support informed business decision-making. In the context of CRM and personalization, BI can be used to understand customer behavior and preferences, track performance, and make data-driven decisions.
C
- Customer Segmentation involves dividing a customer base into smaller groups based on shared characteristics such as demographics, behavior, and purchasing history. This allows companies to tailor their marketing and engagement efforts to specific segments, leading to more effective personalization
- Contact Management refers to the process of organizing and maintaining information about customers and other stakeholders
D
- Data Management involves organizing and storing customer data in a way that is easily accessible and actionable. This includes tasks such as data integration, data cleaning, and data warehousing.
- Dashboards refer to visual representations of key performance indicators (KPIs) and other important data, used to monitor and track the performance of a business or specific initiatives
E
- Engagement refers to the level of interaction and involvement a customer has with a company or brand. In the context of CRM and personalization, engagement strategies focus on building positive relationships with customers and encouraging repeat business
F
- Funnel Management refers to the process of tracking and optimizing a customer's journey through the sales funnel. This includes identifying key stages, analyzing customer behavior, and making changes to improve conversion rates
-Forecasting refers to the process of predicting future trends and outcomes based on historical data and other relevant information.
G
- Gamification refers to the use of game design elements in non-game contexts, such as CRM and personalization, to increase engagement and motivation. This can include rewards, points, leaderboards, and progress tracking
H
- Human Resources Integration refers to the integration of HR systems and processes with CRM and personalization systems. This allows for a more unified view of the customer and can improve the overall customer experience.
-Help Desk refers to the support team responsible for assisting customers with technical issues and other queries.
I
- Interaction History refers to the record of all interactions a customer has had with a company, including phone calls, emails, chat sessions, and purchases. This information can be used to personalize future interactions and provide a more seamless customer experience.
J
- Journey Mapping refers to the process of visualizing and analyzing the steps a customer takes in their interactions with a company. This information can be used to identify pain points, optimize the customer experience, and improve personalization efforts.
K
- Key Performance Indicator (KPI) is a metric used to measure the success of specific business objectives and goals. In the context of CRM and personalization, KPIs can include customer satisfaction, conversion rates, and engagement levels.
L
- Lead Management refers to the process of identifying, nurturing, and converting potential customers into actual customers. This includes tasks such as lead generation, lead scoring, and lead nurturing.
M
- Marketing Automation refers to the use of technology to streamline and simplify marketing tasks, such as email marketing, lead nurturing, and campaign management.
N
- Nurture Campaigns refer to a series of targeted communications designed to build a relationship with a potential customer over time. This can include emails, personalized content, and other forms of engagement.
-Net Promoter Score (NPS) refers to a metric used to measure customer loyalty and satisfaction, based on the question "How likely are you to recommend [Brand/Product] to a friend or colleague?"
O
- Omnichannel refers to the integration of multiple channels, such as email, social media, and in-person interactions, into a seamless customer experience.
P
- Personalization refers to the customization of products, services, and experiences to meet the individual needs and preferences of a customer. This can include tailored content, recommendations, and targeted marketing efforts.
-Predictive Analytics refers to the use of advanced analytics techniques to make predictions about future trends and outcomes
Q
- Qualification refers to the process of evaluating leads to determine their potential as customers. This can include tasks such as lead scoring, lead prioritization, and lead classification.
R
- Relationship Management refers to the process of building and maintaining positive relationships with customers. This can include activities such as customer engagement, customer support, and customer retention.
-Reporting refers to the process of generating reports and visualizations to track performance, identify trends, and make informed business decisions.
S
- Sales Forecasting refers to the process of predicting future sales based on historical data and other relevant information. This information can be used to make informed business decisions and allocate resources effectively.
-Social Media Monitoring refers to the process of monitoring social media platforms for mentions and interactions related to a brand or product.
T
- Targeted Marketing refers to the process of delivering personalized messages and offers to specific customer segments based on their behavior and preferences. This can lead to increased engagement and conversion rates.
U
- User Experience (UX) refers to the overall experience a customer has with a product, service, or brand. This includes elements such as ease of use, functionality, and aesthetic appeal.
V
- Voice of Customer (VOC) refers to the feedback and opinions of customers. This information can be used to improve the customer experience, enhance personalization efforts, and make informed business decisions.
W
- Workflow Management refers to the process of defining, managing, and automating business processes. This can include tasks such as task assignment, task tracking, and process optimization.
X
- Customer eXperience (CX) refers to the overall experience a customer has with a company, including interactions with products, services, and support. Improving CX is a key objective in CRM and personalization efforts.
Y
- Yield Management refers to the process of optimizing revenue and profit by adjusting prices and inventory based on demand and other factors. This can be applied in the context of CRM and personalization to optimize pricing and product recommendations for specific customer segments.
Z
- Zero Party Data refers to data that is actively and explicitly shared by customers, as opposed to being passively collected through observation or tracking