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Bring yourself up to speed with our introductory content.
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
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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
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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
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
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
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
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
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
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
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
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
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
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