Customer relationship management (CRM) is one of many different approaches that allow a company to manage and analyse its own interactions with its past, current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.
Social capital is the effective functioning of social groups through interpersonal relationships, a shared sense of identity, a shared understanding, shared norms, shared values, trust, cooperation, and reciprocity. Social capital is a measure of the value of resources, both tangible and intangible, and the impact that these relationships have on the resources involved in each relationship, and on larger groups. It is generally seen as a form of capital that produces public goods for a common purpose.
In the social sciences, scaling is the process of measuring or ordering entities with respect to quantitative attributes or traits. For example, a scaling technique might involve estimating individuals' levels of extraversion, or the perceived quality of products. Certain methods of scaling permit estimation of magnitudes on a continuum, while other methods provide only for relative ordering of the entities.
A field of applied statistics of human research surveys, survey methodology studies the sampling of individual units from a population and associated techniques of survey data collection, such as questionnaire construction and methods for improving the number and accuracy of responses to surveys. Survey methodology includes instruments or procedures that ask one or more questions that may or may not be answered.
An opinion poll, often simply referred to as a poll or a survey, is a human research survey of public opinion from a particular sample. Opinion polls are usually designed to represent the opinions of a population by conducting a series of questions and then extrapolating generalities in ratio or within confidence intervals.
A Likert scale is a psychometric scale commonly involved in research that employs questionnaires. It is the most widely used approach to scaling responses in survey research, such that the term is often used interchangeably with rating scale, although there are other types of rating scales.
In marketing, customer lifetime value, lifetime customer value (LCV), or life-time value (LTV) is a prediction of the net profit attributed to the entire future relationship with a customer. The prediction model can have varying levels of sophistication and accuracy, ranging from a crude heuristic to the use of complex predictive analytics techniques.
Robert David Putnam is an American political scientist. He is the Peter and Isabel Malkin Professor of Public Policy at the Harvard University John F. Kennedy School of Government. Putnam developed the influential two-level game theory that assumes international agreements will only be successfully brokered if they also result in domestic benefits. His most famous work, Bowling Alone, argues that the United States has undergone an unprecedented collapse in civic, social, associational, and political life since the 1960s, with serious negative consequences. In March 2015, he published a book called Our Kids: The American Dream in Crisis that looked at issues of inequality of opportunity in the United States. According to the Open Syllabus Project, Putnam is the third most frequently cited author on college syllabi for political science courses.
DDB Worldwide Communications Group LLC, known internationally as DDB, is a worldwide marketing communications network. It is owned by Omnicom Group Inc, one of the world's largest advertising holding companies. The international advertising networks Doyle Dane Bernbach and Needham Harper merged their worldwide agency operations to become DDB Needham in 1986. At that same time the owners of Doyle Dane Bernbach, Needham Harper and BBDO merged their shareholdings to form the worldwide holding company Omnicom. In 1996, DDB Needham became known as DDB Worldwide.
In survey research, response rate, also known as completion rate or return rate, is the number of people who answered the survey divided by the number of people in the sample. It is usually expressed in the form of a percentage. The term is also used in direct marketing to refer to the number of people who responded to an offer.
Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."
Enterprise feedback management (EFM) is a system of processes and software that enables organizations to centrally manage deployment of surveys while dispersing authoring and analysis throughout an organization. EFM systems typically provide different roles and permission levels for different types of users, such as novice survey authors, professional survey authors, survey reporters and translators. EFM can help an organization establish a dialogue with employees, partners, and customers regarding key issues and concerns and potentially make customer-specific real time interventions. EFM consists of data collection, analysis and reporting.
Computer-assisted web interviewing (CAWI) is an Internet surveying technique in which the interviewee follows a script provided in a website. The questionnaires are made in a program for creating web interviews. The program allows for the questionnaire to contain pictures, audio and video clips, links to different web pages, etc. The website is able to customize the flow of the questionnaire based on the answers provided, as well as information already known about the participant. It is considered to be a cheaper way of surveying since one doesn't need to use people to hold surveys unlike computer-assisted telephone interviewing. With the increasing use of the Internet, online questionnaires have become a popular way of collecting information. The design of an online questionnaire has a dramatic effect on the quality of data gathered. There are many factors in designing an online questionnaire; guidelines, available question formats, administration, quality and ethic issues should be reviewed. Online questionnaires should be seen as a sub-set of a wider-range of online research methods.
Participation bias or non-response bias is a phenomenon in which the results of elections, studies, polls, etc. become non-representative because the participants disproportionately possess certain traits which affect the outcome. These traits mean the sample is systematically different from the target population, potentially resulting in biased estimates.
The Health Information National Trends Survey (HINTS) is a cross-sectional, nationally representative survey of American adults sponsored by the National Cancer Institute. HINTS provides publicly available data on American adults' knowledge of, attitudes toward, and behaviors related to cancer prevention, control and communication. Researchers use the data to identify trends in health communication, including how people find cancer information, which sources they use, their feelings about the search process, and how they perceive cancer overall.
The Forté Profile is a quantitatively validated communication style profiling instrument. A Forté profile identifies a person’s natural communication style preferences and strengths, how they have been adapting to a specific individual, team and/or environment, and how they are most likely coming across to others. Forté also identifies an individual’s current logic style, current stamina level, and current feelings about goal attainment.
The demographics of sexual orientation and gender identity in the United States have been studied in the social sciences in recent decades. A 2017 Gallup poll concluded that 4.5% of adult Americans identified as LGBT with 5.1% of women identifying as LGBT, compared with 3.9% of men. A different survey in 2016, from the Williams Institute, estimated that 0.6% of U.S. adults identify as transgender.
With the application of probability sampling in the 1930s, surveys became a standard tool for empirical research in social sciences, marketing, and official statistics. The methods involved in survey data collection are any of a number of ways in which data can be collected for a statistical survey. These are methods that are used to collect information from a sample of individuals in a systematic way. First there was the change from traditional paper-and-pencil interviewing (PAPI) to computer-assisted interviewing (CAI). Now, face-to-face surveys (CAPI), telephone surveys (CATI), and mail surveys are increasingly replaced by web surveys.
Frederick Durham Sulcer, known as Sandy Sulcer, was an American advertising agency copywriter and executive notable for creating the 1960s Put a Tiger in Your Tank advertising theme for Esso gasoline, now known as ExxonMobil and later as a rainmaker bringing in new clients.
Psychographic segmentation has been used in marketing research as a form of market segmentation which divides consumers into sub-groups based on shared psychological characteristics, including subconscious or conscious beliefs, motivations, and priorities to explain and predict consumer behavior. Developed in the 1970´s, it applies behavioral and social sciences to explore to understand consumers’ decision-making processes, consumer attitudes, values, personalities, lifestyles, and communication preferences. It complements demographic and socioeconomic segmentation, and enables marketers to target audiences with messaging to market brands, products or services. Some consider lifestyle segmentation to be interchangeable with psychographic segmentation, marketing experts argue that lifestyle relates specifically to overt behaviors while psychographics relate to consumers' cognitive style, which is based on their "patterns of thinking, feeling and perceiving".
