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
