Chapter 1: Customer Centricity Flashcards
CX
total journey of a customer’s interactions with a brand
customer value
TAM,SAM,SOM
-Totoal achievebale market
-Serviceable addressable market
-Serviceable obtainable market
top-down approach
looking at current market as a whole, taking a macro view of all the potential customers and revenue and narrowing it down to a section you can realistically target
(SAM)
bottom-up approach
target a larger crowd of people to buy, use, and benefit from your product or service
value theory
difference between a prospective customer’s evaluation of the benefits and costs of one product when compared to others
B2B
-business to business
enterprise
a business or company
omnichannel marketing
promoting their products and services through all channels
market-product fit
company-product fit
company-market fit
OBC
economic tangible benefits
quantifiable and measurable
-cash flow, cash income
economic intangible benefits
not include in financial calculations because they are not monetary or are difficult to quantify and calculaye
noneconomic tangible benefits
noneconomic intangible benefits
brand awareness, customer loyalty, and employee morale
value proposition
promise by a company to a customer or market segment
CRM
Customer relationship management
customer journey
RFP
request for proposal
-document that an organization posts to elicit a reponse
