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• 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

• Definitions to Get Started

  • implementation
  • first call resolution (FCR)
  • customer intelligence (CI)
  • clickstream data (clickstream analytics)

  • neuromarketing
  • contextual marketing
  • call center schedule adherence
  • help desk

  View All Definitions

• 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

• direct marketing

  Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.Continue Reading

• customer account record

  A customer account record is the basic unit of information about a customer that resides in a CRM, or customer relationship management system.Continue Reading

• mobile CRM (mobile customer relationship management)

  Mobile CRM, or mobile customer relationship management, enables those working in the field or remote employees to use mobile devices, such as smartphones and tablets, to access customer data and customer accounts wherever they are.Continue Reading

• customer health score

  A customer health score is a value that indicates the long-term prospect for a customer to drop off or, conversely, to become a high-value, repeat customer through renewal or Cross-selling or up-selling strategies.Continue Reading

• sales pipeline

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

• closed loop reporting

  Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.Continue Reading

• How to train contact center agents remotely

  As businesses began to work remotely due to COVID-19, contact center managers had to learn how to train contact center agents remotely. Here are seven tips to get started.Continue Reading

• Revenue operations vs. sales operations: What's the difference?

  While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations focus on sales department efficiency.Continue Reading

• How to choose the right CRM software for your organization

  Choosing the right CRM software can be daunting for organizations. Follow these five steps and best practices to ensure the search, adoption and deployment processes go smoothly.Continue Reading

• 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

• 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.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. Find out the difference between three major platforms: CRM, CDP and DMP.Continue Reading

• How relationship marketing works, its pros, cons and levels

  An effective relationship marketing strategy can be a key component in acquiring new customers and retaining existing ones.Continue Reading

• 5 popular revenue operations platforms to know

  The right revenue operations platform can unite the sales and marketing teams and drive revenue growth.Continue Reading

• Best practices for call center agent training programs

  Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles.Continue Reading

• What to ask in a voice of the customer questionnaire

  An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services.Continue Reading

• Getting started with a revenue operations strategy

  A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps.Continue Reading

• 7 best practices for a voice of the customer program

  A voice of the customer program can be tremendously fruitful for an organization -- if it is done well.Continue Reading

• 5 real-world multichannel marketing examples

  Companies with effective multichannel marketing focus on brand reach, message, consistency, engagement and experience. It's important to meet customers on platforms they prefer.Continue Reading

• 6 steps to create a contact center RFP

  As CX leaders plan a contact center RFP, they should follow these six steps -- including conducting research and asking relevant questions -- to ensure a successful result.Continue Reading

• 7 benefits of a personalized marketing content strategy

  Customers want companies to treat them as individuals, and personalized marketing can help accomplish that. Personalization can also improve customer retention and brand affinity.Continue Reading

• How to define contact center technology requirements

  Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider.Continue Reading

• 6 personalization software options to know in 2021

  Personalization software enables marketing teams to customize experiences for customers. There are many options to choose from with varying capabilities.Continue Reading

• 6 ways to use analytics to improve customer engagement

  Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have.Continue Reading

• contactless payment

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

• How AIOps investment improves customer service, boosts ROI

  Before reaping the benefits of AIOPs -- such as improved customer service and easier collection of customer data -- companies need to determine if it is a good fit.Continue Reading

• Would your customer experience strategy survive 'Shark Tank'?

  Bob Azman identifies what customer experience professionals need to do to get C-suite buy-in and investment support for their customer experience initiatives.Continue Reading

• The psychology of UX design: How design affects CX

  In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences.Continue Reading

• The history and evolution of CRM

  Customer relationship management had simple beginnings, which evolved into a sophisticated system that helps businesses improve the overall customer experience.Continue Reading

• Customer upselling gets upgrade from AI, analytics

  The time-honored tradition of convincing buyers to make an unexpected impulse purchase combines proven sales tactics with sophisticated customer upselling technologies.Continue Reading

• How to write a marketing email: 10 tips

  There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization.Continue Reading

• Create a customer experience strategy before tech investment

  Align customer expectations with your customer experience strategy before making any investments in CX technology. Bob Azman has 10 questions to ask yourself before making any moves.Continue Reading

• A breakdown of inbound marketing vs. demand generation

  Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric.Continue Reading

• 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.Continue Reading

• database marketing

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

• How to build a world-class customer experience system, part 2

  Building off the previously discussed foundation, Megan Burns explains what's needed to complete an XM system: diagnostic guidelines, micro-design process and rollout infrastructure.Continue Reading

• 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 ...Continue Reading

• CRM (customer relationship management)

  Customer relationship management (CRM) 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

• The importance of personalized experience in CX

  Musa Hanhan breaks down the three stages of customer experience and explains why personalized experiences offer companies the best chance at customer retention.Continue Reading

• How to collect customer data to improve overall retail CX

  Businesses need data to predict and adjust to customer wants and needs, but first, they need to figure out how to collect it. One option is to use a digital CX software.Continue Reading

• content personalization

  Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.Continue Reading

• Key strategies to build and monitor customer loyalty and trust

  Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic.Continue Reading

• 10 types of biases that affect customer data analysis

  Analytics can help businesses make data-driven decisions, but common cognitive biases can skew how organizations interpret the information and CX.Continue Reading

• How to create a great customer experience strategy in 6 steps

  In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template.Continue Reading

• 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.Continue Reading

• Creating the right self-service content for customers

  Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly.Continue Reading

• How to create customer profiles with examples

  Creating customer profiles gives brands a deep understand of their customers' needs and behaviors and results in more successful marketing strategies. Here are steps to get started.Continue Reading

• What roles are essential on a content marketing team?

  There are a number of people involved in business content marketing teams. Some of those roles include content managers, content strategists and content creators.Continue Reading

• 7 benefits of customer experience management

  There are many benefits of a customer experience management strategy, including a reduced customer churn rate, lower marketing costs and improved crisis management.Continue Reading

• How to gather and evaluate customer sentiment

  Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth.Continue Reading

• customer journey map

  A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.Continue Reading

• 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.Continue Reading

• 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

• How to comprehensively personalize the customer experience

  A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started.Continue Reading

• buyer personas

  A buyer persona is a composite representation of a specific subdivision of a market segment.Continue Reading