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• Adobe Experience Platform

  Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe. Continue Reading

• virtual assistant (AI assistant)

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

• What are the different types of SMS marketing?

  How should marketers text their audiences? First, ensure customers opted in to receive texts. Then, promote, incentivize and update customers on products and orders. Continue Reading

• inbound marketing

  Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created internet content, thereby having potential customers come to the organization rather than marketers vying for their attention. Continue Reading

• account-based marketing (ABM)

  Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on target accounts within a specific market. Continue Reading

• Definitions to Get Started

  • Adobe Experience Platform
  • virtual assistant (AI assistant)
  • inbound marketing
  • account-based marketing (ABM)

  • speech analytics
  • Salesforce Platform (formerly Force.com)
  • customer segmentation
  • emotions analytics (EA)

  View All Definitions

• 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.Continue Reading

• Salesforce Platform (formerly Force.com)

  The Salesforce Platform -- formerly known as Force.com -- is a platform as a service (PaaS) product that simplifies the development and deployment of cloud-based applications and websites.Continue Reading

• customer segmentation

  Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits.Continue Reading

• emotions analytics (EA)

  Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.Continue Reading

• lead scoring

  Lead scoring is a methodology used by sales and marketing departments 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

• customer data management (CDM)

  Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized.Continue Reading

• cold calling

  Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.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

• 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

• The evolution of chatbots and generative AI

  Customer service chatbots have evolved to include advanced NLP. The three evolutionary chatbot stages include basic chatbots, conversational agents and generative AI.Continue Reading

• 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

• BANT

  BANT is an acronym that stands for 'Budget, Authority, Need, Timing.'Continue Reading

• contactless payment

  A contactless payment is a wireless financial transaction in which the customer makes a purchase by moving a security token in close proximity to the vendor's point of sale (POS) reader.Continue Reading

• outbound call

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

• 6 customer success plan templates for common situations

  Customer success teams can follow the same general processes to onboard, renew or offboard customers. These templates can help shape those outreach strategies.Continue Reading

• social CRM

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

• Oracle Customer Experience Cloud (Oracle CX Cloud)

  Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for customer relationship management (CRM), sales, marketing, customer service, e-commerce and other tools, such as configure, price, quote (CPQ) tools.Continue Reading

• 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 that sell their products.Continue Reading

• 5 best practices for a sustainable marketing strategy

  Sustainable marketing can boost brand loyalty, but marketers need an effective strategy. Brands should commit to a larger purpose, take a long-term approach and remain consistent.Continue Reading

• needs assessment

  A needs assessment is a systematic process that examines what criteria must be met in order to reach a desired outcome.Continue Reading

• customer touchpoint

  A customer touchpoint is any direct or indirect contact a customer has with a brand.Continue Reading

• How account-based marketing can improve personalization

  An ABM strategy can help B2B marketers personalize marketing efforts for top prospects. An ABM strategy includes an ideal customer profile, personalized messaging and a CRM system.Continue Reading

• customer service charter

  A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.Continue Reading

• moment of truth (marketing MOT)

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

• customer engagement

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

• 7 customer success best practices

  Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.Continue Reading

• marketing-qualified lead (MQL)

  A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate they are likely to become a customer.Continue Reading

• Customer success vs. customer support: What's the difference?

  Customer support and customer success sound similar, but they're distinct business practices. Differences include approach, metrics, maturity and skills.Continue Reading

• marketing automation

  Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.Continue Reading

• Salesforce Customer 360

  Salesforce Customer 360 is a collection of tools that connect Salesforce apps and create a unified customer ID to build a single view of the customer.Continue Reading

• live chat (live support)

  Live chat (live support) is technology that provides companies with a way to interact with users when they visit an organization's media properties.Continue Reading

• 15 customer service email templates and tips

  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

• What does a customer success manager do?

  The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention when the sales process is complete.Continue Reading

• social commerce

  Social commerce is a rapidly growing branch of e-commerce that uses social networks and digital media to facilitate transactions between businesses and customers.Continue Reading

• omnichannel

  Omnichannel -- also spelled omni-channel -- is an approach to sales, marketing and customer support that seeks to provide customers with a seamless and unified brand experience, regardless of which channel they use.Continue Reading

• brand ambassador

  A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.Continue Reading

• content personalization

  Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users.Continue Reading

• shoppable video

  A shoppable video is a way for consumers to discover products and make a purchase through links within the video.Continue Reading

• 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

• 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

• 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

• 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

• 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