Customer experience managementThe 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.