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Customer Analytics terms
Churn, retention, lifetime value, segmentation and the voice of the customer.
Attrition risk A predictive score estimating how likely an individual employee or customer is to leave in a given period. Average handle time (AHT) The average duration of a customer service interaction, including talk time, hold time and after-call work. Churn rate The share of customers or revenue a business loses over a given period. Cohort analysis Grouping customers by a shared starting point, such as signup month, and tracking how their behavior diverges over time. Customer 360 A single, unified profile of a customer that consolidates data from every touchpoint and system into one view. Customer effort score (CES) A survey metric measuring how much effort a customer had to spend to resolve an issue or complete a task. Customer health score A composite score combining usage, engagement, support and billing signals to estimate a customer's renewal or churn risk. Customer journey analytics Analyzing a customer's touchpoints across channels and time to understand and improve the full path to purchase and beyond. Customer journey mapping The practice of visualizing every touchpoint a customer has with a brand, from first awareness through purchase and beyond. Customer lifetime value (CLV) The total net profit a business expects to earn from a customer over the entire relationship. Customer satisfaction score (CSAT) A survey metric that asks customers to rate how satisfied they were with a specific interaction, product or purchase. Customer segmentation Dividing a customer base into groups that share meaningful traits so each can be targeted or served differently. First contact resolution (FCR) The share of customer support issues resolved in a single interaction, with no follow-up or escalation needed. Net Promoter Score (NPS) A single-question survey score that gauges customer loyalty by asking how likely someone is to recommend a company. Network churn prediction Using network performance and usage data to predict which telecom subscribers are likely to cancel their service. Next-best-action (NBA) A system or process that recommends the single most valuable action to take for a specific customer at a specific moment. RFM analysis A segmentation technique that scores customers on how recently, how often and how much they buy. Share of wallet The percentage of a customer's total spending in a category that goes to one company rather than its competitors. Speech analytics Software that transcribes and analyzes spoken audio, such as call center recordings, to extract sentiment, keywords, and compliance signals. Voice of the customer (VoC) The structured practice of capturing and analyzing customer feedback across surveys, support, reviews and social channels.