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.

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.
RFx - RFx (request for x) encompasses the entire formal request process and can include any of the following: request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT).
robocall - A robocall is a telephone call initiated by an autodialer to deliver a prerecorded message.

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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