Find the term. Understand the work.
Find clear definitions for the commercial growth, customer intelligence, acquisition and customer lifecycle terms used across GWO SEVO’s website.
Quick Reference
Most searched terms
- Commercial growth The combined work of acquiring customers, converting demand, improving customer experience, growing customer relationships and making better commercial decisions from data. View Definition
- Customer intelligence The process of organising and interpreting customer, audience and market data so teams can make informed decisions about targeting, engagement, service and customer value. View Definition
- Integrated Service Solution One of GWO SEVO’s seven primary offers. Each package begins with a commercial problem and intended outcome, then brings together the capabilities needed to address it. View Definition
- Customer lifecycle management The coordinated work across onboarding, ongoing engagement, retention, upsell, cross-sell and reactivation, supported by customer operations and intelligence. View Definition
- Audience monetisation Using segmentation, insight, campaign intelligence and commercial planning to identify ways customer or audience assets may support measurable value. View Definition
- Customer acquisition The work of finding prospective customers, creating demand and converting the right people or organisations into customers. View Definition
A–Z Directory
All glossary terms
Choose a letter to browse, or search by term, acronym or related topic.
No matching terms
Check the spelling, try a broader topic or clear the search to return to the full glossary.
A
- Affiliate conversion
- A qualifying action attributed to an affiliate according to the programme’s tracking and validation rules.
- Affiliate link
- A trackable link assigned to an affiliate so eligible visits and actions can be associated with that partner.
- Affiliate marketing
- A performance-based approach in which approved partners promote an offer and earn an agreed reward when a defined, measurable action takes place.
- Affiliate network
- A platform or intermediary that connects advertisers with affiliates and may support tracking, reporting and payments.
- Affiliate partner
- A person or organisation approved to promote an offer through an affiliate arrangement.
- Affiliate programme
- The operating framework that defines eligible offers, partners, tracking, qualifying actions, rewards and governance for affiliate activity.
- Affiliate tracking
- The process used to record eligible visits or actions and connect them to the appropriate affiliate.
- After-call work ACW
- The tasks an agent completes after an interaction, such as updating records, selecting an outcome and arranging follow-up.
- Agent
- A person who handles customer or lead interactions within a contact centre, sales or service operation.
- Agent adherence
- The extent to which an agent follows the approved working schedule, measured under stated workforce rules.
- Agent assist
- Guidance, information or prompts provided during an interaction to help an agent respond accurately and efficiently.
- Agent occupancy
- The proportion of logged-in time an agent spends handling contacts and related after-contact work under the chosen calculation.
- Agent utilisation
- The proportion of paid or scheduled time spent on defined productive activities, based on an agreed calculation.
- Analytics
- The structured collection and analysis of data to understand activity, performance and relationships within a defined scope.
- Analytics dashboard
- A visual reporting view that brings selected measures, filters and time periods together for monitoring and decision-making.
- Anonymisation
- The process of changing data so people are no longer identifiable by reasonably available means, subject to applicable standards.
- Appointment setting
- The process of arranging a suitable meeting between a qualified prospective customer and the responsible sales or service team.
- Assumption
- A statement accepted for planning purposes that still needs evidence, confirmation or monitoring.
- At-risk customer
- A customer showing agreed signals that may indicate declining engagement, dissatisfaction or a higher likelihood of leaving.
- Attribution Marketing attribution
- The method used to assign credit for a commercial outcome to the campaigns, channels or customer touchpoints that contributed to it. The result depends on the chosen model and available data.
- Audience
- A defined group of people or organisations reached, served or considered for communication, analysis or an offer.
- Audience asset
- A permissioned audience, relationship or dataset that may support insight, communication or a commercial proposition.
- Audience data
- Information about a defined audience collected or obtained for an approved purpose and governed under relevant rules.
- Audience insight
- A useful interpretation of audience data that helps explain a need, behaviour, response or commercial opportunity.
Start with the Problem
Which part of your commercial system needs attention?
Tell us what you want to improve first. The assessment gives GWO SEVO the context needed to identify a practical starting point.
Get Assessment