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.- social CRM - Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.
- social currency - Social currency is the personal assets and attributes of an individual that help them succeed in interactive social channels.
- social media analytics - Social media analytics is the process of collecting and analyzing audience data shared on social networks to improve an organization's strategic business decisions.