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Customer experience. Customer experience, sometimes abbreviated to CX, is the totality of cognitive, affective, sensory, and behavioral customer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. [1] [2] [3]
v. t. e. Customer relationship management ( CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. [1] CRM systems compile data from a range of different communication channels, including a company's website, telephone (which ...
Operational excellence is a mindset that embraces certain principles and tools to create a culture of excellence within an organization. Operational excellence means every employee can see, deliver, and improve the flow of value to a customer. This approach employs the tools of earlier continuous improvement methodologies, such as lean thinking ...
The administration of a business includes the performance or management of business operations and decision-making, as well as the efficient organization of people and other resources to direct activities towards common goals and objectives. In general, "administration" refers to the broader management function, including the associated finance ...
Experiential learning ( ExL) is the process of learning through experience, and is more narrowly defined as "learning through reflection on doing". [1] Hands-on learning can be a form of experiential learning, but does not necessarily involve students reflecting on their product. [2] [3] [4] Experiential learning is distinct from rote or ...
Quality, cost, delivery ( QCD ), sometimes expanded to quality, cost, delivery, morale, safety ( QCDMS ), [1] is a management approach originally developed by the British automotive industry. [2] QCD assess different components of the production process and provides feedback in the form of facts and figures that help managers make logical ...
Office administration (shortened as Office Ad and abbreviated as OA) is a set of day-to-day activities that are related to the maintenance of an office building, financial planning, record keeping and billing, personal development, physical distribution and logistics, within an organization. An employee that undertakes these activities is ...
Customer service classes can be taught in a traditional classroom setting with workbooks or DVD and a trainer, through various methods of e-learning ( web based training ), or a blend ( blended learning) of the two. An advantage of classroom training, whether traditional or the synchronous form of blended learning, is that participants can ...