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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Services marketing is a specialized branch of marketing that studies the unique characteristics and strategies of services. Learn how services are defined, classified and marketed, and how the service-dominant logic challenges the product-centric view.
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 about the definition, scope and skills of customer support, a range of services to assist customers in using a product. Find out how to offer web-based assistance via phone, email, chat and other tools.
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 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.
Marketing is the activity of satisfying and retaining customers by creating, communicating, and exchanging value. Learn about the marketing concept, the needs and wants of customers, and the differences between B2B and B2C marketing.
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.