Customer Experience Definitions

  • M

    moment of truth (marketing MOT)

    A moment of truth is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.

  • multichannel marketing

    Multichannel marketing refers to the practice by which companies interact with customers via multiple channels, both direct and indirect, in order to sell them goods and services.

  • N

    needs assessment

    A needs assessment is an exercise that identifies the difference between a current condition/state and the desired condition/state. Improvements can then be made to improve performance or fix a deficiency.

  • Net Promoter Score (NPS)

    Net Promoter Score (NPS) is a metric for assessing customer loyalty for a company's brand, products or services.

  • neuromarketing

    Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by scientifically monitoring brainwave activity, eye tracking and skin response.

  • O

    omnichannel

    Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • outbound call

    An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.

  • outbound marketing

    Outbound marketing is a traditional form of marketing and in which a company initiates contact with potential customers, or leads.

  • P

    partner relationship management (PRM)

    Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners who sell their products.

  • phygital

    Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience.

  • Product Qualified Lead (PQL)

    A product qualified lead (PQL) is an individual and business who has experienced value from using a product as a result of a free trial, use of a limited feature model, or other type of actual experience with the product.

  • Q

    Quality of Experience (QoE or QoX)

    Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software characteristics can be measured, improved and perhaps guaranteed... (Continued)

  • R

    real-time analytics

    Real-time analytics is the use of data and related resources for analysis as soon as it enters the system.

  • recommerce

    Recommerce is the selling of previously owned items through online marketplaces to buyers who reuse, recycle or resell them.

  • relationship marketing

    Relationship marketing is a customer relationship management strategy designed to encourage strong, lasting customer connections to a brand. The goal is to generate repeat sales, encourage word-of-mouth promotion and gather customer information.

  • revenue operations (RevOps)

    Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments.

  • RFx

    RFx (request for x) encompasses the entire formal request process and can include any of the following: request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT).

  • S

    Sales Development Representative (SDR)

    A sales development representative (SDR) is an individual who focuses on prospecting, moving, and qualifying leads through the sales pipeline and then delivers those leads to individuals who are responsible for closing sales.

  • sales enablement

    Sales enablement is composed of strategies, tools and processes that provide sales representatives with the ability to boost their productivity and revenue generation.

  • sales funnel

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

  • sales pipeline

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

  • sales-qualified lead (SQL)

    A sales-qualified lead (SQL) is a prospective customer that has been handed off to sales teams for further nurturing after showing enough interest in a company's products.

  • Salesforce

    Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco.

  • Salesforce AppExchange

    Salesforce AppExchange is Salesforce.com's cloud computing marketplace, through which end users can access, download and install custom software applications.

  • Salesforce Commerce Cloud

    Salesforce Commerce Cloud, formerly called Demandware, is a cloud-based service for unifying the way businesses engage with customers over any channel or device.

  • Salesforce Community Cloud (Community Cloud)

    Community Cloud is a social platform from Salesforce.com that is designed to connect and facilitate communication among an organization's employees, partners and customers.

  • Salesforce Customer 360

    Salesforce Customer 360 is a cross-cloud customer data platform used to improve the consistency and collaboration among B2C marketing, commerce and service applications.

  • Salesforce Customer Success Platform

    The Salesforce Customer Success Platform is the official name of the Salesforce portfolio of products.

  • Salesforce Data.com

    Data.com is the sales and lead generation component of Salesforce.com's Sales Cloud customer relationship management (CRM) platform.

  • Salesforce DX

    Salesforce DX is a Salesforce product in the App cloud that allows users to develop and manage Salesforce apps throughout the entire platform in a more direct and efficient way.

  • Salesforce Einstein

    Salesforce Einstein is an artificial intelligence (AI) technology that has been developed for the Salesforce Customer Success Platform. Salesforce's AI product, Einstein, is now available across the company's core cloud products, as part of its spring 2017 product release.

  • Salesforce Einstein Bot

    Salesforce Einstein Bot is a natural language processing (NLP) and natural language understanding (NLU) chatbot developed with Salesforce Einstein artificial intelligence (AI) technology.

  • Salesforce Journey Builder

    Salesforce Journey Builder is a feature of the company's Marketing Cloud that manages the customer life cycle: the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.

  • Salesforce Marketing Cloud

    Salesforce Marketing Cloud is a customer relationship management (CRM) platform for marketers that integrates email, social media and advertising communications and collaboration.

  • Salesforce Sales Cloud

    Salesforce Sales Cloud is a customer relationship management (CRM) platform for sales, marketing and customer support in both business-to-business (B2B) and business-to-customer (B2C) contexts.

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

  • Salesforce Service Console

    The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud with which agents can view all relevant customer information related to a case, as well as their call queue and more.

  • Salesforce Trailhead

    Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform.

  • Salesforce Wave Analytics (Analytics Cloud)

    Salesforce Wave Analytics, also called Analytics Cloud, is a business intelligence (BI) application that is optimized for mobile access and data visualization.

  • Salesforce Work.com

    Salesforce Work.com is a corporate performance management platform for sales representatives with a user interface that resembles a social networking website.

  • SalesforceIQ

    SalesforceIQ is customer relationship management (CRM) software from Salesforce.com that is designed for small and medium-sized businesses (SMB).

  • service assurance (SA)

    Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications.

  • service level indicator

    A service level indicator (SLI) is a carefully defined measure of performance within a provided service that is given to a customer by the vendor.

  • social CRM

    Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.

  • social listening (social media listening)

    Social listening, also referred to as social media listening, is the process of identifying and assessing what is being said about a company, individual, product or brand on the internet.

  • social media influence

    Social media influence is a marketing term that describes an individual’s ability to affect other people's thinking in a social online community.

  • speech analytics

    Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.

  • 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.

  • straw man

    In general, a straw man is an object, document, person, or argument that temporarily stands in for and is intended to be "knocked down" by something more substantial.

  • T

    TAM SAM SOM

    TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.

  • transactional marketing

    Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued)

  • V

    virtual agent

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.

  • virtual assistant (AI assistant)

    A virtual assistant is an application program that can understand natural human language, speak natural language and complete electronic tasks for the end user.

  • voice of the customer (VOC)

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

  • voice recognition (speaker recognition)

    Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands.

  • W

    Workforce management (WFM) software

    Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.

  • workforce optimization (WFO) software

    Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.

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