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• ATS vs. CRM: What's the difference?

  While ATSes and CRMs are both part of the recruiting process, each system focuses on different parts of the candidate journey. Learn more about the differences between the two. Continue Reading

• How to check and verify file integrity

  Organizations planning content migrations should verify file integrity to make sure files weren't corrupted during the move. File validation can keep critical data secure. Continue Reading

• What is voice of the customer? A guide to VOC Strategy

  Voice of the customer (VOC) is the component of customer experience (CX) that focuses on customer needs, wants, expectations and preferences. Continue Reading

• How to use ChatGPT for customer service

  Customer service teams can use ChatGPT to automate tasks, generate responses to customer inquiries, summarize email threads and power human-like chatbots. Continue Reading

• What is a headless content management system (headless CMS)?

  A headless content management system (CMS) is an application in which the content and presentation layers are decoupled, allowing for faster content creation, edits and deployments. Continue Reading

• Definitions to Get Started

  • What is UCaaS? Unified communications as a service guide
  • IP telephony (Internet Protocol telephony)
  • What is HR technology (human resources tech)?
  • What is compensation management?

  • What is talent management? Definition, basics and strategy
  • What is core HR (core human resources)?
  • What is HRIS (human resources information system)?
  • What is manager self-service?

  View All Definitions

• What is gamification? How it works and how to use it

  Gamification is a strategy that integrates entertaining and immersive gaming elements into nongame contexts to enhance engagement and motivate certain behaviors.Continue Reading

• CRM vs. CDP vs. DMP: What's the difference?

  Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Learn about the differences among three major platforms: CRM, CDP and DMP.Continue Reading

• How to record Zoom meetings with OBS

  By using Open Broadcaster Software to record Zoom meetings, companies can take advantage of more advanced features, such as live editing and live streaming.Continue Reading

• Understanding the 3 types of CRM systems

  To get the most out of a CRM system, organizations must decide whether an operational, analytical or collaborative CRM system is right for them.Continue Reading

• What is high-touch customer service?

  High-touch customer service is a category of contact center interaction that requires human interaction.Continue Reading

• What is CRM (customer relationship management)?

  CRM (customer relationship management) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.Continue Reading

• How to build a customer service plan, with a template

  Crafting a customer service plan is a key step to improving customer satisfaction and building loyalty for an organization.Continue Reading

• What is a customer journey map?

  A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media.Continue Reading

• Video marketing SEO: How to rank on search engines

  Videos can improve SEO, but only if they add value to the page. Explore five tips, such as optimizing thumbnails, to help marketers create videos that improve search ranking.Continue Reading

• What is account mapping, and why do you need it (with template)?

  Account mapping is a strategic process that involves researching and visually organizing the key stakeholders, decision-makers and influencers within a target customer's organization.Continue Reading

• What is SAP S/4HANA?

  SAP S/4HANA is an enterprise resource planning (ERP) business suite based on the SAP HANA in-memory database that allows companies to perform transactions and analyze business data in real time.Continue Reading

• What is SAP ERP Central Component (SAP ECC)?

  SAP ERP Central Component (SAP ECC) is an on-premises enterprise resource planning (ERP) system.Continue Reading

• What is account-based selling? Everything you need to know

  Account-based selling (ABS) is a strategic sales approach in business-to-business sales and marketing that centers around building highly personalized and targeted relationships with specific high-value accounts.Continue Reading

• What is demand planning and why is it important?

  Demand planning is the process of forecasting the demand for a product or service so it can be produced and delivered more efficiently and to the satisfaction of customers.Continue Reading

• What is SAP S/4HANA Cloud?

  SAP S/4HANA Cloud is a software as a service (SaaS) version of SAP S/4HANA enterprise resource planning (ERP), a suite of integrated business applications.Continue Reading

• What is SAP ERP?

  SAP ERP is enterprise resource planning software developed by the company SAP SE.Continue Reading

• What is interactive voice response (IVR)?

  Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.Continue Reading

• What is SAP S/4HANA Finance?

  SAP S/4HANA Finance is a financial application that's part of the SAP S/4HANA enterprise resource planning (ERP) platform.Continue Reading

• What is supply chain sustainability (SCS)?

  Supply chain sustainability (SCS) is a holistic view of supply chain processes, logistics and technologies that affect the environmental, social, economic and legal aspects of a supply chain's components.Continue Reading

• 10 Microsoft Power Apps benefits

  Microsoft Power Apps can improve the speed of app development and enable easier app creation, which can benefit organizations and users with minimal technical skills.Continue Reading

• How to create a customer loyalty program in 9 steps

  A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program.Continue Reading

• What is RFI (request for information)?

  A request for information (RFI) is a formal process for gathering information from potential suppliers of a good or service.Continue Reading

• What is financial analytics and why is it important?

  Financial analytics is the creation of ad hoc analysis to answer specific business questions and forecast possible future financial scenarios.Continue Reading

• Drupal vs. WordPress vs. Joomla: What's the difference?

  Drupal supports extensive customization but has a steep learning curve. On the other hand, WordPress and Joomla are more user-friendly but lack flexibility.Continue Reading

• How to avoid and remove malvertising

  Malvertising is an up-and-coming cybersecurity threat, but marketing and IT teams alike can take several important steps to avoid and remove this threat.Continue Reading

• A short guide to primary SAP S/4HANA modules and LOBs

  SAP organizes S/4HANA modules around lines of business. Here's a look at the modules and features, including important tools like analytics and technical modules.Continue Reading

• Salesforce's 2024 acquisitions reveal a mature M&A strategy

  After two years of minimal big or small purchases, 2024 was the year of Salesforce's most cohesive and mature mergers and acquisitions strategy so far.Continue Reading

• 7 benefits of using a 3PL provider for reverse logistics

  A 3PL with experience working with supply chain partners and expertise in returns can help simplify a company's operations. Learn more about how a 3PL helps with reverse logistics.Continue Reading

• 7 types of loyalty programs and their benefits

  Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at seven loyalty programs and what they offer.Continue Reading

• What is 3PL (third-party logistics)?

  A 3PL (third-party logistics) provider offers outsourced logistics services, which encompass anything that involves management of one or more facets of procurement and fulfillment activities.Continue Reading

• What is a bill of materials (BOM)?

  A bill of materials (BOM) is a comprehensive inventory of the raw materials, assemblies, subassemblies, parts and components, as well as the quantities of each, needed to manufacture a product.Continue Reading

• 4 ways to use AI in employee benefits, plus 3 drawbacks

  Use cases for AI in employee benefits include answering employee questions, personalizing the process, reducing company costs and improving employee experience.Continue Reading

• 8 use cases for ChatGPT in recruiting

  One of the least risky ways for recruiters to begin using ChatGPT is to use the technology to summarize their interview notes. Learn more ChatGPT recruitment use cases.Continue Reading

• What is a semantic network?

  A semantic network is a knowledge structure that depicts how concepts are related to one another and how they interconnect.Continue Reading

• 5 common malvertising examples

  Malvertising is relatively new in the world of cyberthreats and can be the hardest to spot. Here are five examples of these malicious ads.Continue Reading

• Power Pages vs. Power Apps: What's the difference?

  Power Pages creates custom websites and portals for different audiences and vendors, while Power Apps specializes in in-house app creation to meet an organization's needs.Continue Reading

• What is an AI assistant?

  An AI assistant, or digital assistant, is software that uses artificial intelligence to understand natural language voice commands and complete tasks for the user.Continue Reading

• 8 Microsoft Power Apps use cases for organizations

  When Power Apps hit the market, developers saw it as a tool for users with any level of tech expertise. It took off, and its major success is how it can address common challenges.Continue Reading

• Follow 10 Power Apps best practices to build business apps

  Unlike other development platforms, Power Apps lets users build mobile apps through its web-based designer with zero lines of code and solve problems with custom apps.Continue Reading

• 7 software requirements to look for in a TMS

  Essential TMS features are real-time tracking, route optimization, carrier management, load planning, fleet management, automated billing and invoicing, and analytics tools.Continue Reading

• What is a chief experience officer (CXO)?

  A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.Continue Reading

• What is SAP Quality Management (QM)?

  SAP Quality Management (QM) is a component of SAP ERP Central Component (ECC) that helps businesses implement and run quality control (QC) processes.Continue Reading

• What is SAP Plant Maintenance (PM)?

  SAP Plant Maintenance (PM) is a component of SAP ERP Central Component (ECC) that helps businesses support and maintain equipment and systems.Continue Reading

• What is contact center infrastructure?

  A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively.Continue Reading

• What is speech recognition?

  Speech recognition, or speech-to-text, is the ability of a machine or program to identify words spoken aloud and convert them into readable text.Continue Reading

• What is a cloud contact center?

  A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization.Continue Reading

• What is customer profiling?

  Customer profiling is the detailed, systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes.Continue Reading

• 12 advantages and disadvantages of video conferencing

  Video conferencing can help businesses save money and make employees more productive, but it can make personal connections difficult and requires more secure technology.Continue Reading

• What is mindshare (share of mind)?

  Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market.Continue Reading

• An overview of Power Apps integrations

  While the platform works with other Microsoft tools, it can also integrate with third-party apps to unlock automation, customizations and a better view of enterprise data.Continue Reading

• What is martech (marketing technology)?

  Martech (marketing technology) refers to the integration of software tools, platforms and applications designed to streamline and enhance digital marketing.Continue Reading

• 5 benefits of enterprise content management (ECM)

  ECM software offers various benefits to organizations, including document accessibility, better collaboration, improved security and governance, and easy search functions.Continue Reading

• What is customer insight (consumer insight)?

  Customer insight, or consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to drive actions that improve product development and customer support.Continue Reading

• What is SAP Sales and Distribution (SAP SD)?

  SAP Sales and Distribution (SAP SD) is an SAP ERP Central Component (ECC) core functional module that helps organizations store and manage customer- and product-related data.Continue Reading

• What is market segmentation?

  Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups.Continue Reading

• What is remote desktop protocol (RDP)?

  Remote desktop protocol (RDP) is a secure network communications protocol developed by Microsoft.Continue Reading

• What is SAP Data Services?

  SAP Data Services is a data integration and transformation software application that enables organizations to capture more meaning and value from their structured and unstructured data.Continue Reading

• What is Salesforce Wave Analytics (Salesforce CRM Analytics)?

  Salesforce Wave Analytics, now known as CRM Analytics, is a business intelligence (BI) and analytics platform from Salesforce that provides native analytics, visual insights and predictions powered by artificial intelligence (AI) for Salesforce CRM ...Continue Reading

• What is SAP Project System (SAP PS)?

  SAP Project System is a module in the SAP ERP system that enables tightly controlled project management from planning to completion.Continue Reading

• 6 use cases for big data in manufacturing

  Manufacturing big data use cases are demand forecasting, supply chain optimization, quality control, production line improvement, customer data analysis and pricing optimization.Continue Reading

• What is SAP Production Planning?

  SAP Production Planning (SAP PP) is the component of ERP Central Component (SAP ECC) that helps businesses plan the manufacturing, sale and distribution of goods.Continue Reading

• 7 benefits of video marketing

  Video marketing can help organizations engage audiences on an emotional level. Key benefits include building trust, enhancing SEO and improving the sales process.Continue Reading

• What is information rights management (IRM)?

  Information rights management (IRM) is a discipline that involves managing, controlling and securing content from unwanted access.Continue Reading

• What is records management?

  Records management is the supervision and administration of digital or paper records, regardless of format.Continue Reading

• What is SAP Basis?

  SAP Basis is the technical foundation that enables SAP applications to function.Continue Reading

• What is Salesforce Marketing Cloud?

  Salesforce Marketing Cloud is a customer relationship management (CRM) and digital marketing platform that enables marketers to generate better marketing outcomes and ROI.Continue Reading

• What is Salesforce Service Cloud?

  Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to provide service and support to their business customers.Continue Reading

• What is IoT Cloud (Salesforce IoT Cloud)?

  IoT Cloud is a Salesforce platform designed to store and process internet of things (IoT) data.Continue Reading

• OCR vs. IDP: What's the difference?

  OCR and IDP both extract text from images, but IDP can analyze a text's meaning. Explore the key differences between these related but distinct technologies.Continue Reading

• What is Salesforce Customer Success Platform?

  The Salesforce Customer Success Platform (CSP) is the official name of the Salesforce portfolio of products.Continue Reading

• What is Salesforce Work.com?

  Salesforce Work.com is a set of solutions from Salesforce that enable organizations to simplify return-to-work processes, maintain safe workplace operations, assess and promote employee health, safety and well-being, and communicate with customers ...Continue Reading

• What is the Salesforce Service Console?

  The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience.Continue Reading

• How to create a knowledge-sharing culture

  With more access to knowledge across an organization, employees are more collaborative, more engaged and better performing -- and are eager to share these skills with their peers.Continue Reading

• What is Salesforce Journey Builder?

  Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty.Continue Reading

• 15 best practices for contact center agent training programs

  Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI.Continue Reading

• What is contact center as a service (CCaaS)?

  Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure.Continue Reading

• What is customer intelligence (CI) and how does it help business?

  Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.Continue Reading

• What is a call center? Everything you need to know

  A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers.Continue Reading

• What is lead scoring?

  Lead scoring is a methodology sales and marketing departments use to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.Continue Reading

• What is CPQ software (configure price quote software)?

  CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services.Continue Reading

• What is a records retention schedule?

  A records retention schedule is a policy that defines how long paper and electronic content must be kept and provides disposal guidelines for how those items should be discarded.Continue Reading

• What is a customer effort score (CES)?

  Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.Continue Reading

• What is Microsoft SharePoint and its important features?

  Microsoft SharePoint is a document management and collaboration platform that helps organizations oversee, control and work with archives, documents, reports and other content that is vital to their business processes.Continue Reading

• What is a sales funnel? Everything you need to know

  A sales funnel, also called a 'purchase funnel,' is the visual representation of the customer journey, depicting the sales process from awareness to action.Continue Reading

• What is Salesforce Einstein 1?

  Salesforce Einstein 1 refers to an integrated set of artificial intelligence (AI) and machine learning (ML) technologies developed for the Salesforce platform.Continue Reading

• What is Salesforce Sales Cloud?

  Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business and business-to-consumer contexts.Continue Reading

• What is a sales pipeline?

  A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.Continue Reading

• What is transactional marketing?

  Transactional marketing is a business strategy that focuses on single, point-of-sale transactions.Continue Reading

• Elevate customer experience with AI and analytics

  Top CX experts share insights on how to drive customer-centric innovation, overcome resistance to change and harness AI for impactful customer experiences.Continue Reading

• What is a virtual contact center?

  A virtual contact center (VCC) is a type of call center in which an organization's representatives are geographically dispersed, rather than situated at workstations in one location.Continue Reading

• What is actionable intelligence?

  Actionable intelligence is information that can be immediately used or acted upon, either tactically in direct response to an evolving situation, or strategically as the result of data analytics or some other assessment.Continue Reading

• How important is authentication in email marketing?

  Marketers who have email strategies must understand the importance of authentication protocols to ensure campaigns are successful and bad actors don't reach customers.Continue Reading

• What is Blue Yonder (formerly JDA Software)?

  Blue Yonder, formerly JDA Software, is a software and consultancy company that specializes in selling supply chain management products and services to businesses.Continue Reading

• Customer retention vs. acquisition: What's the difference?

  Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing.Continue Reading

• What is Salesforce Developer Experience (Salesforce DX)?

  Salesforce Developer Experience (Salesforce DX) is a set of software development tools that lets developers build, test and ship many kinds of applications on Salesforce Platform (formerly called Force.com).Continue Reading