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Customer service is the assistance and advice provided by a company to its customers. It can be done in person, online, or by automated means, such as AI chatbots or IVR. Learn more about customer service metrics, strategies, and challenges.
Learn how companies pursue competitive advantage across their chosen market scope using three/four generic strategies: cost leadership, differentiation, focus, or cost focus. The concept was described by Michael Porter in 1980 and has been applied to various industries and businesses.
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.
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.
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.
Learn what customer success is, how it differs from customer service, and what metrics, tools, and roles are involved in it. Customer success is a business strategy to ensure customers achieve their desired outcomes with a product or service.
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.
Customer advocacy is a customer-focused business model that aims to provide the best service and products for customers. Learn how customer advocates act as facilitators, how to measure customer advocacy and what are the benefits of this approach.