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Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9]
The Charter Mark was an award demonstrating the achievement of national standard for excellence in customer service in United Kingdom public sector organisations. Introduced in 1991, it was replaced in 2008 by Customer Service Excellence standard, with the last issued Charter Marks expiring in 2011.
In 2011, the Customer Experience Professionals Association was created to support and encourage the growth of the customer experience profession and the role of the Chief Customer Officer. CXPA is a by-members, for-members professional association composed of several thousand customer experience professionals worldwide.
A service system (also customer service system (CSS)) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers.
Market research is an organized effort to gather information about target markets and customers. It involves understanding who they are and what they need. [1] It is an important component of business strategy [2] and a major factor in maintaining competitiveness.
Customer Journey Maps are good storytelling conduits – they communicate to the brand the journey, along with the emotional quotient, that the customer experiences at every stage of the buyer journey. [62] Customer journey maps take into account people's mental models (how things should behave), the flow of interactions, and possible touchpoints.
Customer dynamics is a subset of organizational dynamics, [1] which describes how people function together to accomplish a task. The level of operational success is said to be determined by the behavioral nature of organizations—individuals' roles, interpersonal relations, and group dynamics, and how they all react when brought together.
The customer base is a group of customers who repeatedly purchase the goods or services of a business.These customers are a main source of revenue for a company. The customer base may be considered a business's target market, where customer behaviors are well understood through market research or past experience.