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Customer Relations & Services
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accessorial services
account
account manager
after-sales service
American customer satisfaction index
assistant
attitudinal data
audiotex
automated attendant
automated banking machine (ABM)
automated teller machine (ATM)
automated voice response
automatic call distributor
backorder
brand management
call center
churn
churn rate
code of conduct
code of ethics
code of practice
code of professional responsibility
components of service experience
consumer banking
consumer reports
consumer research
contact center
core benefit proposition
core product
credence qualities
critical incident technique
customer
customer advocate
customer analysis
customer base
customer care center
customer care provider
customer class
customer driven
customer expectations
customer focused performance
customer mix
customer needs
customer profile
customer relationship management (CRM)
customer requirements
customer satisfaction
customer satisfier
customer service
customer support
customer survey
customer value
customer value added (CVA)
customer value added ratio
customer-centric
direct measures of quality
enterprise relationship management
experience qualities
external customer
field maintenance
field service representative
front line operators
help desk
heterogeneity
impersonal service at customer's site
impersonal service at servicer's site
information services
inseparability
intangibility
internal customer
level of service
lifetime proceeds
lifetime value
lifetime value of a customer
loyalty
made to order
market of one
meta-craftsmanship
moment of truth
need profiling
non-core activities
one stop shop
order fulfillment
payment advice note
perishability
personal service
personal service at customer's site
production lead time
profile
profiling
promotional policy
requirements
satisfaction
service
shared expectations
supplementary service
supply chain management (SCM)
support center
support costs
support service
sustaining activity
technical support
value added work
voice of the customer
volume impersonal service
warranty claim
