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Customer experience management

The goal of customer experience management (CEM) is to optimize customer satisfaction at each touchpoint of the customer journey. Definitions in this glossary include terms about marketing and creating a customer-centric view of business, the use of AI and RPA in martech, capturing and analyzing customer feedback and contact center automation.

  • Microsoft Dynamics 365 - Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.
  • microtrend - A microtrend is a tendency in the direction of some phenomenon that is fairly pervasive within a given sphere of influence and lasts for a few years.
  • 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.
MIC - MIC
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Networking
  • packet filtering

    Packet filtering is the process of passing or blocking data packets at a network interface by a firewall based on source and ...

  • WAN (wide area network)

    A wide area network (WAN) is a geographically distributed private telecommunications network that interconnects multiple local ...

  • network protocol

    A network protocol is a set of established rules that specify how to format, send and receive data so that computer network ...

Security
  • FIDO (Fast Identity Online)

    FIDO (Fast Identity Online) is a set of technology-agnostic security specifications for strong authentication.

  • Cloud Security Alliance (CSA)

    The Cloud Security Alliance (CSA) is a nonprofit organization that promotes research into best practices for securing cloud ...

  • quantum supremacy

    Quantum supremacy is the experimental demonstration of a quantum computer's dominance and advantage over classical computers by ...

CIO
  • transaction

    In computing, a transaction is a set of related tasks treated as a single action.

  • lean management

    Lean management is an approach to managing an organization that supports the concept of continuous improvement, a long-term ...

  • device ID (device identification)

    A device ID (device identification) is an anonymous string of numbers and letters that uniquely identifies a mobile device such ...

HRSoftware
  • talent pool

    A talent pool is a database of job candidates who have the potential to meet an organization's immediate and long-term needs.

  • diversity, equity and inclusion (DEI)

    Diversity, equity and inclusion is a term used to describe policies and programs that promote the representation and ...

  • passive candidate

    A passive candidate (passive job candidate) is anyone in the workforce who is not actively looking for a job.

Customer Experience
  • product-qualified lead (PQL)

    A product-qualified lead (PQL) is an individual or business that experienced value from using a product as a result of a free ...

  • marketing-qualified lead (MQL)

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

  • customer success

    Customer success is a strategy to ensure a company's products are meeting the needs of the customer.

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