CRM tools and strategy
Customer relationship management combines various tools -- like marketing and sales force automation software -- and strategies to help organizations maintain, manage and learn from customer interactions. Find out the latest news and expert advice for your CRM approach.
Top Stories
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Tip
10 Dec 2024
The top 15 event marketing tools
Marketers rely on a combination of tools, such as CRM systems and marketing automation platforms, to manage events. Top tools include Salesforce, ActiveCampaign and Eventbrite. Continue Reading
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News
25 Nov 2024
Salesforce CIO: How agents change internal workflows
In this Q&A, Salesforce CIO and Executive Vice President Juan Perez discusses the company's internal Agentforce rollout, among other topics. Continue Reading
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News
25 Nov 2024
Salesforce CIO: How agents change internal workflows
In this Q&A, Salesforce CIO and Executive Vice President Juan Perez discusses the company's internal Agentforce rollout, among other topics. Continue Reading
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Definition
20 Nov 2024
What is contact center infrastructure?
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively. Continue Reading
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Definition
20 Nov 2024
What is a cloud contact center?
A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization. Continue Reading
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Definition
07 Nov 2024
What is customer profiling?
Customer profiling is the detailed, systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes. Continue Reading
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Definition
07 Nov 2024
What is mindshare (share of mind)?
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market. Continue Reading
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Video
06 Nov 2024
An explanation of customer relationship management (CRM)
CRM software enhances customer relationships and drives sales growth by consolidating customer data into a single database, enabling effective marketing and improved service. Continue Reading
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Feature
05 Nov 2024
Salesforce Agentforce: An answer in search of a question?
They used to be named Einstein Copilots. Now they're Agentforce autonomous agents. Salesforce's latest upgrade might be more than words. Continue Reading
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Definition
29 Oct 2024
What is 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
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News
21 Oct 2024
Microsoft adds Copilot agents, design tools for 365, Dynamics
Microsoft hopes the new tools will be enough to convince enterprises to move beyond testing and fully adopt Copilot. Continue Reading
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Definition
16 Oct 2024
What is Salesforce Marketing Cloud?
Salesforce Marketing Cloud is a customer relationship management (CRM) and digital marketing platform that enables marketers to generate better marketing outcomes and ROI. Continue Reading
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Definition
11 Oct 2024
What is Salesforce Work.com?
Salesforce Work.com is a set of solutions from Salesforce that enable organizations to simplify return-to-work processes, maintain safe workplace operations, assess and promote employee health, safety and well-being, and communicate with customers in an open, honest, trustworthy manner. Continue Reading
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Definition
10 Oct 2024
What is Salesforce Journey Builder?
Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty. Continue Reading
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Definition
01 Oct 2024
What is Epicor Software Corp.?
Epicor Software Corp. is a global business software vendor that sells enterprise resource planning (ERP) and other software to small and medium-sized businesses (SMBs) and large enterprises. Continue Reading
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Definition
27 Sep 2024
What is lead scoring?
Lead scoring is a methodology sales and marketing departments use 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
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Definition
27 Sep 2024
What is CPQ software (configure price quote software)?
CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services. Continue Reading
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News
23 Sep 2024
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent. Continue Reading
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Opinion
23 Sep 2024
Benioff’s Agentforce gambit might just work
At Dreamforce 2024 in San Francisco, Salesforce announced the potential for its customers to embed virtual agents on its platform, so avoiding what the supplier dubs DIY GenAI. Will it work? Continue Reading
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News
17 Sep 2024
Salesforce's ambitions for Agentforce platform come to light
Salesforce aims for the stars with its Agentforce platform; it remains to be seen how far it will get at a time when many companies still need to get their data ready. Continue Reading
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News
12 Sep 2024
Salesforce reveals more on Agentforce autonomous AI agents
Salesforce seizes on the concept of agentic AI to automate sales and service processes. The company holds fast to the idea the AI agents will assist humans -- not replace them. Continue Reading
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News
11 Sep 2024
Oracle focuses on CX platform as it exits ad business
Oracle rolls out generative AI tools for sellers, beefs up CDP to reinforce B2B buying and selling team interactions, and adds industry-specific features. Continue Reading
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News
09 Sep 2024
Salesforce Industries clouds for verticals adds 100 AI features
A new AI toolkit for Salesforce's industry-specific clouds delivers more than 100 features for companies in 15 industries to automate common tasks, each with their own data model. Continue Reading
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News
06 Sep 2024
In $1.9B deal, Salesforce buys data backup company Own
In the lead-up to its annual user conference, Salesforce buys Own Company for $1.9 billion, its second acquisition of the week and its third for 2024. Continue Reading
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Definition
06 Sep 2024
What is multichannel marketing?
Multichannel marketing refers to the practice of companies interacting with customers via multiple direct and indirect channels to sell them goods and services. Continue Reading
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News
05 Sep 2024
Salesforce Foundations opens up marketing, ecomm features
Enterprise Salesforce users will get Foundations, a basic set of tools and Data Cloud functionality to complement their Sales and Service modules. Continue Reading
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News
29 Aug 2024
Salesforce and Genesys discuss CX strategy, coopetition
Competing tech companies are partnering up to give customers what they need faster. Salesforce and Genesys share how they're doing just that in the contact center market. Continue Reading
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Definition
28 Aug 2024
What is voice recognition and how does it work?
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
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News
22 Aug 2024
Salesforce GenAI, data tools likely major Dreamforce themes
We read the tea leaves of Salesforce's summer product releases, executive interviews and Winter '25 release notes to figure out what's coming at Dreamforce. Continue Reading
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Definition
16 Aug 2024
What are buyer personas?
A buyer persona is a composite representation of a specific type of customer in a market segment. Continue Reading
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Definition
16 Aug 2024
What is machine learning? Guide, definition and examples
Machine learning is a branch of AI focused on building computer systems that learn from data. Continue Reading
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Tip
09 Aug 2024
10 tips to improve customer retention
Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates. Continue Reading
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Definition
05 Aug 2024
What is a 360-degree customer view?
The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view. Continue Reading
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Definition
17 Jul 2024
What is 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
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News
25 Jun 2024
Gong adds GenAI conversational intelligence for sales insights
Generative AI tools in Gong's Smart Trackers provide deeper analysis into sales reps' communications with customers. Continue Reading
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Definition
14 Jun 2024
digital marketing
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies. Continue Reading
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News
11 Jun 2024
RingCentral pushes AI deeper into sales tech, integrates Teams
Among other new features, RingCentral pushes its RingSense conversational intelligence deeper into the sales market with new integrations, where it meets a crowd of tech competitors. Continue Reading
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Definition
07 Jun 2024
Eloqua
Eloqua is a marketing automation platform that follows a cloud-based software-as-a-service (SaaS) model. Continue Reading
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News
06 Jun 2024
Slack lists drops, edging it ever closer to project management
Slack isn't a full-fledged project management platform. But new features help users organize, assign and track tasks as they would in more sophisticated clouds. Continue Reading
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News
04 Jun 2024
SAP brings CX apps under one platform, debuts CX AI Toolkit
SAP releases a CX-specific AI toolkit that enables a digital 'personal shopper' and custom deployments of generative AI throughout the customer experience. Continue Reading
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Definition
31 May 2024
Pardot
Pardot is a software-as-a-service (SaaS) marketing automation platform by Salesforce that offers email automation, targeted email campaigns, and lead management for business-to-business (B2B) sales and marketing organizations. Continue Reading
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News
07 May 2024
Sprinklr's AI digital twin for CX emulates whole companies
Sprinklr CEO Ragy Thomas 'bets the company' on its moonshot digital twin technology that emulates a whole customer's organization, with AI assistance, to complete CX tasks. Continue Reading
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Podcast
06 May 2024
Salesforce open model AI strategy aims for trust, automation
The CRM and CX giant is leaning on generative AI for sales and customer service applications and is aiming to ensure that users can trust the output of large language models. Continue Reading
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News
02 May 2024
With Tribble, RFP writers get their own shot of generative AI
Some large enterprises' sales organizations respond to a hundred or more requests for proposals daily. A new GenAI tool from ex-Salesforce execs could ease the workload. Continue Reading
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Definition
29 Apr 2024
Marketo
Marketo is a comprehensive marketing software-as-a-service platform designed to automate and streamline marketing tasks across multiple digital channels. Continue Reading
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News
25 Apr 2024
Oracle expands generative AI across its CX applications
Oracle beefs up its Fusion Cloud Customer Experience applications with GenAI tools for users of its sales, field service, marketing and contact center. Continue Reading
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News
24 Apr 2024
HubSpot embraces GenAI with Service Hub updates and more
A reimagined, generative AI-infused Content Hub leads the way for a passel of HubSpot updates for users of its sales, service, marketing and digital payment platforms. Continue Reading
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Feature
23 Apr 2024
An overview of Microsoft Dynamics 365
Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce. Continue Reading
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News
05 Apr 2024
Why Alphabet might acquire HubSpot: Data, data and more data
If Alphabet were to buy HubSpot, it would come with a hefty price when interest rates are high. Experts discuss what HubSpot assets might interest Google's parent company most. Continue Reading
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Opinion
12 Mar 2024
Salesforce TDX reveals how consumer and enterprise AI differ
The soaraway success of GenAI chatbots has obscured how enterprise AI differs from consumer AI. Salesforce's TDX developer conference threw those differences into some relief. Continue Reading
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Definition
12 Mar 2024
Oracle E-Business Suite
Oracle E-Business Suite is one of Oracle Corporation's major product lines. Oracle E-Business Suite applications run on top of the vendor's flagship Oracle Database software. Continue Reading
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News
11 Mar 2024
Salesforce AI a work in progress for customers
While eager to embed AI in Salesforce software, customers acknowledge that planning, time and work are needed to make AI useful in the company's applications. Continue Reading
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News
06 Mar 2024
Salesforce users empowered to build no-code Einstein Copilots
Salesforce admins and developers can build custom generative AI assistants for workflows across the platform for sales, service, marketing and e-commerce. Continue Reading
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Tip
13 Feb 2024
Top 6 marketing automation certifications and courses
With the right marketing automation certifications, SMBs and small marketing teams can gain the skills and expertise needed to compete with larger companies in their markets. Continue Reading
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Tip
09 Feb 2024
Microsoft Dynamics 365 vs. Salesforce: How do they differ?
Microsoft Dynamics 365 and Salesforce both help organizations streamline sales, service and marketing processes. Yet, they differ in architecture and integration capabilities. Continue Reading
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Tip
01 Feb 2024
How to get started with marketing automation for SMBs
Marketing automation can help SMBs, which may lack marketing budgets and resources. With certain processes automated, an SMB's marketing team can spend more time creating. Continue Reading
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Tip
31 Jan 2024
7 customer experience trends to know in 2024
Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers. Continue Reading
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News
19 Jan 2024
Salesforce unveils retail shopping and marketing AI tools
The CRM vendor brings generative AI to analytics and management tools for businesses' marketing teams and Copilot for Shoppers for swifter product discovery and purchase. Continue Reading
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Infographic
21 Dec 2023
2 Salesforce acquisitions in 2023 close year of austerity
In a year that began with layoffs, Salesforce changed its tune about acquisitions. Instead, it invested more, aiming to aid companies with products that its customers need. Continue Reading
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Definition
18 Dec 2023
holistic (holistic technology)
Holistic technology is an approach to IT management that considers the infrastructure as a whole instead of as a collection of individual systems. Continue Reading
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Feature
15 Dec 2023
Overview of RingCentral's RingCX AI-powered CCaaS platform
RingCentral's new contact center-as-a-service offering, RingCX, is poised to shake up the CCaaS market. Explore its benefits and features to see if it works for your organization. Continue Reading
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Feature
15 Dec 2023
Meta Threads explained: Everything you need to know
Meta Threads had record user sign-ups in its first week but needs to sustain engagement to challenge Twitter. Continue Reading
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Tip
07 Dec 2023
Microsoft Dynamics 365 best practices for implementation
Microsoft Dynamics 365 offers business apps to help organizations boost efficiency. Best practices for implementation include creating the right team and designing a simple UX. Continue Reading
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Tip
14 Nov 2023
7 Microsoft Dynamics 365 implementation issues
Microsoft Dynamics 365 presents unique implementation challenges for organizations, like data migration and customizations. Explore these challenges and strategies to solve them. Continue Reading
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News
08 Nov 2023
Zendesk unveils tools for agents to improve customer service
The customer service and CRM vendor unveiled no-code tools, including a layout builder to let teams customize agent interfaces for specific roles and workflows. Continue Reading
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Tip
07 Nov 2023
5 benefits of Microsoft Dynamics 365
Dynamics 365 offers a comprehensive set of cloud-based business apps to help organizations eliminate data silos, improve decision-making and automate workflows. Continue Reading
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Definition
19 Oct 2023
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
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Definition
11 Oct 2023
Salesforce
Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. Continue Reading
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News
19 Sep 2023
Oracle's CX GenAI tools consolidate data, manage knowledge
The cloud platform vendor unveiled GenAI tools to increase productivity for marketers, sales teams and customer service agents by creating content and retrieving information. Continue Reading
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News
13 Sep 2023
Pegasystems releases new GenAI tools for Pega Infinity '23
The vendor is out with new GenAI features for Pega Infinity '23. It also renews its business process management focus and makes other updates generally available. Continue Reading
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Definition
12 Sep 2023
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
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News
12 Sep 2023
Salesforce unveils Einstein 1 to embed AI in every app
The CRM vendor unveils a suite of new capabilities for its revamped AI platform, including a genAI Copilot in every app, and a way to customize the Copilot's functions. Continue Reading
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News
06 Sep 2023
HubSpot unveils AI-based Campaign Assistant, LinkedIn tie-in
The CRM vendor unveiled a virtual assistant tool, Campaign Assistant, to help marketers build campaigns and an integration between HubSpot and LinkedIn Sales Navigator. Continue Reading
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Answer
06 Sep 2023
What does a sales enablement manager do?
A sales enablement manager helps sales reps boost productivity and improves their workflows to generate more revenue. Some organizations may have a full sales enablement team. Continue Reading
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News
06 Sep 2023
HubSpot unveils AI capabilities, releases Sales Hub tools
The CRM vendor unveiled virtual assistants to automate customer service and project future sales, and released tools to centralize sales reps' daily tasks and prioritize leads. Continue Reading
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Definition
23 Aug 2023
What is brand recognition?
Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tagline, packaging or advertising campaign. Continue Reading
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Definition
10 Aug 2023
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
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Guest Post
09 Aug 2023
Why businesses should prioritize customer retention
Proper customer retention can help businesses grow, save money and better understand consumers. Its benefits can lead to better customer experiences and greater business success. Continue Reading
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Tip
03 Aug 2023
7 ways to successfully align your sales and marketing teams
Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue. Continue Reading
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News
02 Aug 2023
Salesforce offers tighter Slack integration with Sales Cloud
The CRM giant released tools that bring customer data and insights to the collaboration platform, such as instant account updates sent directly to channels for review. Continue Reading
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Tip
31 Jul 2023
7 account-based marketing tactics for your business
You can grow business revenue through an effective ABM strategy the complements lead-generation efforts. Here are 7 tactics to make your ABM program effective. Continue Reading
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Tip
31 Jul 2023
12 essential ABM metrics and KPIs to measure success
Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement. Continue Reading
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Tip
31 Jul 2023
Account-based marketing vs. lead generation, explained
Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization. Continue Reading
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Definition
31 Jul 2023
demand generation
Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers. Continue Reading
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Definition
27 Jul 2023
account-based experience (ABX)
Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey. Continue Reading
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Definition
25 Jul 2023
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
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Definition
19 Jul 2023
process manufacturing
Process manufacturing is a production method in which goods are created by combining supplies, ingredients or raw materials using a predetermined formula or recipe. Continue Reading
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Definition
13 Jul 2023
quality of experience (QoE or QoX)
Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service. Continue Reading
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Answer
06 Jul 2023
What is the role of a customer relationship manager?
The customer relationship manager -- a role that differs from a CRM manager -- has a challenging and ever-evolving role to play when it comes to optimizing the customer experience. Continue Reading
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News
30 Jun 2023
Salesforce brings more AI tools to Sales GPT and Service GPT
The CRM giant brings generative AI-supported tools like message creation and call summaries to sales and service workers, and teams with Deloitte Digital for AI safety resources. Continue Reading
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Definition
30 Jun 2023
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
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Definition
15 Jun 2023
RFx
RFx (request for x) encompasses the entire formal request process and can include request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT). Continue Reading
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News
12 Jun 2023
Salesforce unveils AI Cloud with new Einstein GPT Trust Layer
AI Cloud houses the Einstein GPT Trust Layer with generative AI safety features, including data masking to remove personal information from data sent to large language models. Continue Reading
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News
09 Jun 2023
LinkedIn unveils generative AI-based tools for B2B marketers
The professional network's new products let marketers create ad copy, message other company Pages, and post different types of ads to attract buyers throughout the buying process. Continue Reading
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News
07 Jun 2023
Salesforce adds GPT to Commerce and Marketing clouds
The CRM giant adds generative AI capabilities and an expanded Google partnership to help marketers bring personalized content to customers and improve CX. Continue Reading
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Definition
23 May 2023
Adobe Experience Platform
Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe. Continue Reading
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News
10 May 2023
Zendesk out with generative AI-supported tools for better CX
In partnership with ChatGPT creator OpenAI, the customer service vendor introduces smart CX tools such as sentiment analysis for faster workflows and bots for contextual replies. Continue Reading
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Definition
05 May 2023
hamburger icon (slide drawer navigation)
A hamburger icon is a navigational symbol in user interface (UI) design. Continue Reading
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News
04 May 2023
Slack GPT quickly summarizes channels and creates canvases
The CRM giant unveiled a generative AI assistant for its Slack collaboration platform to let users quickly summarize channels, draft messages and create whiteboard-like canvases. Continue Reading
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News
03 May 2023
Salesforce brings GPT to customer service, sales platforms
The CRM giant brings generative AI capabilities to its sales and service platforms for fast, relevant email, message and article creation, as well as multilanguage transcription. Continue Reading
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Tip
03 May 2023
CRM vs. CMS: How they differ and how to integrate them
CMSes and CRM systems serve different purposes, but together, they can help organizations improve customer data management as well as automate sales and marketing strategies. Continue Reading
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News
25 Apr 2023
Salesforce brings Einstein GPT to Field Service Mobile
The CRM giant harnesses generative AI to let Field Service Mobile users create drafts and discuss customer problems on Slack and help them find self-service tools. Continue Reading