Glossary

The profit made from serving a customer over a specified period of time. Revenues generated minus the costs to provide the service to a customer.

Tracking the relationships and interactions with customers and potential customers, often with the assistance of technology (software programs).

Dividing customers into groups based on criteria such as the type of products or services used, customer geographic location, etc.

The support provided to customers both before and after they buy and use products or services.

A person who provides customer support (see Customer Service). May be done in person, by computer, or via telephone in a call-center environment.

A long-term relationship between a customer and a supplier characterized by teamwork, cooperation, and mutual confidence.

The process from when a customer places an order to when the order is received by the customer. Includes communication, production, and distribution.

Creating or modifying a product or service to suit a company’s preferences or requirements.

Government agency charged with enforcing the import and export rules and collecting the duties levied by a country on imports and exports.

Canadian customs system that allows importers and brokers to electronically transmit their accounting documents to the CBSA for already-released goods.

A firm that represents importers and exporters in dealings with Customs, including submitting documents, arranging inland transport, and paying charges.

The process of obtaining permission to import merchandise from another country into the importing nation, including submitting appropriate documentation.

Independent broker certified by Customs to act for other businesses in the handling of customs formalities and other details of importing and exporting goods.

Document that contains a declaration by the seller, the shipper, or the agent as to the value of the shipment and used to determine the correct duty and tax.

Document listing the details of the cargo for the use of customs and other officials.

The value of the imported goods on which duties will be assessed.

An inventory system where counts are scheduled and done throughout the year, reducing the need for an annual overall inventory.

The time it takes to complete a business process from start to finish. For example, the time from when a service is ordered until it is received by a customer.

The time to process goods returned as obsolete and end of life to actual disposal. From when a return product authorization is created to final disposal or recycle.

The time to process goods returned for repair or refurbishing. From when a return product authorization is created to product available for use.

See Drum-Buffer-Rope (DBR).

See Distribution Center (DC).

See Digital Container Shipping Association (DCSA).

See Design for Manufacture/Assembly (DFMA).

See Defective Goods Inventory (DGI).