New & Notable
Evaluate
15 customer success KPIs and metrics to track
What's the best way to tell if customers are satisfied? These customer success KPIs and metrics can gauge everything from potential customer churn to retention.
News
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new 'coaches' aim to make AI-powered customer service responses sound less automated.
News
Certinia co-founder discusses generative AI for ERP, Salesforce
Certinia, formerly FinancialForce, changed names and added customer success to its line of ERP tools for Salesforce. We discuss the transition with co-founder Deb Ashton.
Evaluate
10 multitouch attribution software and tools
MTA tools can help marketers understand the customer journey and track which touchpoints lead to the most conversions. Top tools include Adobe Analytics, Branch and Triple Whale.
Trending Topics
-
Marketing & Sales News
IAB, cable providers sue FTC to cancel Click to Cancel
Not so fast, FTC. Cable providers, internet advertisers and the Michigan Press Association challenge the upcoming consumer protection rule.
-
E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
-
Customer Service & Contact Center Evaluate
15 customer success KPIs and metrics to track
What's the best way to tell if customers are satisfied? These customer success KPIs and metrics can gauge everything from potential customer churn to retention.
-
Customer Experience Management News
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new 'coaches' aim to make AI-powered customer service responses sound less automated.
-
Customer Data Management News
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.
-
CRM Tools & Strategy News
Microsoft adds Copilot agents, design tools for 365, Dynamics
Microsoft hopes the new tools will be enough to convince enterprises to move beyond testing and fully adopt Copilot.
Sponsored Sites
-
Hyperautomation
Create a Powerful, Unified Experience with Hyperautomation and Low-Code
Learn how to deliver modern workflows, apps, and automation at scale with a single hyperautomation platform.
-
Cloud Workloads
VMware vSphere Foundation and VMware Cloud Foundation powered by Intel technology results in a unified software-defined Data Center platform for running and managing private cloud, multi-cloud, and edge containerized workloads. Built-in inferencing enables customers to efficiently turn data into insight on a flexible hybrid cloud environment.
-
IT Workflows
Transform Your Organization With Modern and Resilient IT Services
Learn how ServiceNow’s IT solutions can help your organization seize the upside of operational resilience and raise employee agility.
Find Solutions For Your Project
-
Evaluate
15 customer success KPIs and metrics to track
What's the best way to tell if customers are satisfied? These customer success KPIs and metrics can gauge everything from potential customer churn to retention.
-
10 multitouch attribution software and tools
-
What does Microsoft Copilot for Sales offer?
-
How AI will affect the future of content marketing
-
-
Problem Solve
Contact center fraud: How to detect and prevent it
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
-
Why contact centers have high turnover and how to combat it
-
10 strategies to improve contact center agent performance
-
5 benefits and examples of phygital customer experience
-
-
Manage
Contact center monitoring: A step-by-step guide
A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.
-
Customer retention vs. acquisition: What's the difference?
-
Contact center outsourcing: What businesses need to know
-
How to manage today's remote contact center agents
-
Customer Experience Basics
-
Get Started
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.
-
Get Started
Wave 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 ...
-
Get Started
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.
Multimedia
-
Get Started
The evolution of chatbots and generative AI
-
Get Started
The history and evolution of CRM
-
News
View All -
Marketing and sales
IAB, cable providers sue FTC to cancel Click to Cancel
Not so fast, FTC. Cable providers, internet advertisers and the Michigan Press Association challenge the upcoming consumer protection rule.
-
Customer experience management
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new 'coaches' aim to make AI-powered customer service responses sound less automated.
-
Customer experience management
Certinia co-founder discusses generative AI for ERP, Salesforce
Certinia, formerly FinancialForce, changed names and added customer success to its line of ERP tools for Salesforce. We discuss the transition with co-founder Deb Ashton.
Customer Experience Definitions
- What is market segmentation?
- What is Salesforce Wave Analytics (Salesforce CRM Analytics)?
- What is Salesforce Marketing Cloud?
- What is Salesforce Service Cloud?
- What is IoT Cloud (Salesforce IoT Cloud)?
- What is Salesforce Customer Success Platform?
- What is Salesforce Work.com?
- What is the Salesforce Service Console?