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• Net Promoter Score (NPS)

  Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services. Continue Reading

• B2C (business-to-consumer)

  B2C, or business-to-consumer, is a retail model where products or services move directly from a business to the end user who has purchased the goods or services for personal use. Continue Reading

• What are the different types of marketing personalization?

  Marketing teams use multiple personalization strategies for customer outreach, like emails, targeted ads and chatbots. Each approach brings several benefits and can improve CX. Continue Reading

• 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

• sales pipeline

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

• Definitions to Get Started

  • Net Promoter Score (NPS)
  • B2C (business-to-consumer)
  • market segmentation
  • sales pipeline

  • market basket analysis
  • marketing stack
  • social media influence
  • chief customer officer (CCO)

  View All Definitions

• market basket analysis

  Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.Continue Reading

• marketing stack

  A marketing stack, also called a marketing technology stack, is a collection of technologies used by marketers to perform, analyze and improve their services.Continue Reading

• 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.Continue Reading

• How do green marketing and sustainable marketing differ?

  Many organizations use green and sustainable marketing to build trust with consumers. Green marketing focuses on the environment, whereas sustainable marketing is broader.Continue Reading

• chief customer officer (CCO)

  A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics.Continue Reading

• relationship marketing

  Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales.Continue Reading

• 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 perform spoken commands.Continue Reading

• TAM SAM SOM

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

• video marketing

  Video marketing is the use of video content to promote a brand, product or service.Continue Reading

• customer acquisition cost

  Customer acquisition cost is the fee associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.Continue Reading

• Personalization vs. segmentation: What's the difference?

  Personalization and segmentation both bring different benefits to marketing teams and use different types of customers data. Find out the main differences between the two terms.Continue Reading

• Why is personalization important?

  Personalization is key in many marketing teams' strategies. It plays an important role in helping organizations retain customers, build trust among audiences and stay relevant.Continue Reading

• virtual assistant (AI assistant)

  A virtual assistant, also called AI assistant or digital assistant, is an application program that understands natural language voice commands and completes tasks for the user.Continue Reading

• customer lifecycle

  In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.Continue Reading

• 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

• law of diminishing returns

  The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, cannot continue to increase if other variables remain at a constant.Continue Reading

• customer engagement

  Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness.Continue Reading

• direct email marketing

  Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients.Continue Reading

• actionable insights

  Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.Continue Reading

• integration

  Integration is the act of bringing together smaller components or information stored in different subsystems into a single functioning unit.Continue Reading

• 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.Continue Reading

• BOPIS (buy online, pick up in-store)

  BOPIS (buy online, pick up in-store) is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.Continue Reading

• real-time analytics

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

• How to efficiently measure customer loyalty

  Most organizations don't measure customer loyalty often or thoroughly enough to improve CX. This book excerpt explores tips and suggestions to measure loyalty more efficiently.Continue Reading

• database marketing

  Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data.Continue Reading

• cost per engagement (CPE)

  Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.Continue Reading

• How to choose a customer data platform

  CDPs centralize customer data, which can improve marketing insights. To choose the right CDP, CX leaders can create a team of stakeholders, identify goals and compare products.Continue Reading

• How to create the right self-service content for customers

  Organizations should provide useful content to customers to help them solve problems without contacting customer service. Effective content gives customers answers quickly.Continue Reading

• B2B vs. B2C e-commerce: What's the difference?

  B2B e-commerce websites offer many ways to reach agents, whereas B2C sites prioritize self-service. E-commerce leaders must build their websites to meet their customers' needs.Continue Reading

• Top 8 workforce optimization software tools to consider

  Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9.Continue Reading

• CRM (customer relationship management) analytics

  CRM (customer relationship management) analytics comprises all of the programming that analyzes data about customers and presents it to an organization to help facilitate and streamline better business decisions.Continue Reading

• conversational marketing

  Conversational marketing is marketing that engages customers through dialogue.Continue Reading

• digital marketing

  Digital marketing is a general term for any effort by a company to connect with customers through electronic technology.Continue Reading

• hockey stick growth

  Hockey stick growth is a growth pattern in a line chart that shows a sudden and extremely rapid growth after a long period of linear growth.Continue Reading

• Top 5 trends for the future of marketing

  Text messaging, hybrid experiences and Web3 may play key roles in the future of marketing. Learn how to fit these trends into marketing strategies moving forward.Continue Reading

• How to create a zero-party data strategy

  Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.Continue Reading

• 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.Continue Reading

• Salesforce

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

• 6 customer self-service best practices

  Customer self-service best practices, such as the use of virtual assistants and omnichannel access, can reduce contact center wait times and enhance overall CX.Continue Reading

• 4 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 four loyalty programs and what they offer.Continue Reading

• Key steps for an e-commerce planning process

  E-commerce can help organizations grow their business online, but the venture brings the most success if planned properly. These steps can start organizations on the right path.Continue Reading

• Zero-party data vs. first-party data: What's the difference?

  Zero-party data comes from customer surveys and polls, but first-party data comes from customer web activity. Marketers can use both data types to personalize their ad campaigns.Continue Reading

• data clean room

  A data clean room is a technology service that helps content platforms keep first person user data private when interacting with advertising providers.Continue Reading

• recommerce

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

• 4 real-world examples of zero-party data

  With zero-party data directly from consumers, marketing teams get better data to help retain customers and improve CX. These real-world examples highlight how this data works.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

• The role of customer service in the supply chain

  Amid a supply chain crisis, delays can cause customer satisfaction to plummet. Organizations must use transparency, personalization and empathy to enhance customer service efforts.Continue Reading

• How do companies protect customer data?

  Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others.Continue Reading

• 5 best practices for customer journey mapping

  As CX teams create customer journey maps, they must set clear goals, collect feedback and embrace creativity. Failure to follow best practices can leave teams with inaccurate data.Continue Reading

• 4 real-world customer journey map examples

  Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward.Continue Reading

• What's the difference between SCM and CRM?

  CRM platforms track customer interactions, whereas SCM platforms track materials and product shipments. Tech buyers should know how these platforms differ before making a purchase.Continue Reading

• implementation

  Implementation is the execution or practice of a plan, a method or any design, idea, model, specification, standard or policy for doing something.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

• first call resolution (FCR)

  First call resolution (FCR) is when customer service agents properly address a customer's needs the first time they call.Continue Reading

• customer intelligence (CI)

  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 are the benefits and challenges of CRM?

  CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.Continue Reading

• clickstream data (clickstream analytics)

  Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order.Continue Reading

• Best practices for initiating chatbot-to-human handoff

  Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration.Continue Reading

• 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.Continue Reading

• contextual marketing

  Contextual marketing is an online marketing strategy model in which people are served with targeted advertising based on their search terms or their recent browsing behavior.Continue Reading

• call center schedule adherence

  Call center schedule adherence is a standard metric used in business call centers to determine whether call center agents are working the amount of time they are scheduled to work.Continue Reading

• help desk

  A help desk is the individual, group, organizational function or external service that an IT user calls to get help with a problem.Continue Reading

• Apex (Salesforce)

  Salesforce Apex is a Microsoft-certified framework for building software as a service (SaaS) apps on top of Salesforce's customer relationship management (CRM) functionality.Continue Reading

• business metric

  A business metric is a quantifiable measure businesses use to track, monitor and assess the success or failure of various business processes.Continue Reading

• UCaaS vs. CCaaS: What's the difference?

  UCaaS and CCaaS feature overlapping communication channels, such as cloud calling and messaging, but CCaaS comes with additional tools that can support a contact center.Continue Reading

• Contact center of the future is now

  AI, machine learning, NLP, advanced analytics, cloud-based tools and workforce management software are transforming the simple call center into multidimensional contact centers.Continue Reading

• 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.Continue Reading

• abandoned call

  An abandoned call is a call or other type of contact initiated to a call center that is ended before any conversation occurs.Continue Reading

• How do experience maps vs. customer journey maps differ?

  Customer experience maps and customer journey maps serve as the blueprints for buyer interactions. Despite these maps' similarities, they play different roles in organizations.Continue Reading

• customer-managed relationship (CMR)

  A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, apps and perhaps internet capability to encourage the customer to control access to information and ordering.Continue Reading

• 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.Continue Reading

• First-party vs. third-party cookies: What's the difference?

  First-party cookies track user engagement, while third-party cookies are central to many marketing and sales strategies. Yet the two types are more similar than one might think.Continue Reading

• 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.Continue Reading

• buzz marketing

  Buzz marketing is a viral marketing technique focused on maximizing the word-of-mouth potential of a campaign or product.Continue Reading

• 10 sample customer service email templates

  Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios.Continue Reading

• Top customer service certifications and courses

  Here are some customer services courses to help frontline employees provide customers with a better experience.Continue Reading

• 5 examples of bad customer service and how to avoid them

  Having a plan in place to handle, or hopefully avoid, bad customer service encounters is crucial to driving customer loyalty and retention.Continue Reading

• 8 tips to build and manage a customer service team

  While customer service has its challenges, managers can build, run and maintain great customer service teams with good communication, up-to-date training and shared goals.Continue Reading

• 10 customer service best practices to follow

  As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule.Continue Reading

• 10 examples of AI in customer service

  AI and AI-enhanced tools drive efficiency and cost reduction throughout the customer service team.Continue Reading

• What are the different types of contact centers?

  Choosing the right type of contact center depends on understanding the options available and the needs of the organization.Continue Reading

• 15 customer service skills and how to develop them

  Some customer service skills include problem-solving, empathy, product knowledge and patience.Continue Reading

• 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

• customer service and support

  Customer service is the support that organizations offer to customers before and after purchasing a product or service.Continue Reading

• 6 ways to build customer loyalty for your business

  Creating and implementing an effective customer loyalty strategy involves communicating and understanding customers' needs.Continue Reading

• contact center

  A contact center is a central point from which organizations manage all customer interactions across various channels.Continue Reading

• call center

  A call center is a centralized department that handles inbound and outbound calls from current and potential customers.Continue Reading

• 9 steps to create a customer service plan

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

• 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.Continue Reading

• chatbot

  A chatbot is a software or computer program that simulates the human conversation or "chatter" through text or voice interactions.Continue Reading

• call center agent (call center representative)

  A call center agent is a person who handles incoming or outgoing customer calls for a business.Continue Reading

• 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.Continue Reading

• How do you create a chatbot and connect it to Salesforce?

  Salesforce users have two ways to create a chatbot: using an outside platform and connecting finished creations through Salesforce Lightning, or writing it in Salesforce Einstein Bot.Continue Reading

• field service management (FSM)

  Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.Continue Reading

• contact center infrastructure

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