Marketing and customer experience

Terms related to business software, including definitions about billing and words and phrases about supply chain, CRM, POS, ERP, accounting, payroll and inventory.
  • What is sentiment analysis? - Sentiment analysis, also referred to as 'opinion mining,' is an approach to natural language processing (NLP) that identifies the emotional tone behind a body of text.
  • What is skill-based routing (SBR)? - Skill-based routing (SBR) is a strategy within customer service and contact centers to distribute incoming interactions -- phone calls, chats or emails -- based on the specific skills of the agents.
  • What is 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.
  • What is social media marketing (SMM)? - Social media marketing (SMM) is a form of internet marketing that uses social media apps as a marketing tool.
  • What is speech recognition? - Speech recognition, or speech-to-text, is the ability of a machine or program to identify words spoken aloud and convert them into readable text.
  • What is sustainable marketing? - Sustainable marketing is a purpose-driven strategy that promotes products, services and brand values aligned with long-term environmental, social and economic well-being.
  • What is the bullwhip effect? - The bullwhip effect is a supply chain phenomenon describing how small fluctuations in demand at the retail level can cause progressively larger fluctuations in demand at the wholesale, distributor, manufacturer and raw material supplier levels.
  • What is the Gramm-Leach-Bliley Act (GLBA)? - The Gramm-Leach-Bliley Act (GLB Act or GLBA), also known as the Financial Modernization Act of 1999, is a federal law enacted in the United States to control the ways financial institutions deal with the private information of individuals.
  • What is the law of diminishing returns? - The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant.
  • What is the Salesforce Service Console? - The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience.
  • What is the Sarbanes-Oxley Act? Definition and summary - The Sarbanes-Oxley Act of 2002 (SOX) is a federal law that established sweeping auditing and financial regulations for public companies.
  • What is transactional marketing? - Transactional marketing is a business strategy that focuses on single, point-of-sale transactions.
  • What is user behavior analytics (UBA)? - User behavior analytics (UBA) is the tracking, collecting and assessing of user data and activities using monitoring systems.
  • What is user-generated content? - User-generated content (UGC) is published information that an unpaid contributor provides to a website.
  • What is voice of the customer? A guide to VOC Strategy - Voice of the customer (VOC) is the component of customer experience (CX) that focuses on customer needs, wants, expectations and preferences.
  • 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.
  • What is X (formerly Twitter)? - X (known as Twitter until 2023) is a free social networking and microblogging site where registered users can broadcast short posts, commonly known as tweets.
  • white hat link building - White hat link building is a search engine optimization (SEO) technique for increasing the number of high-quality backlinks to a webpage.
  • white paper - A white paper is an authoritative, research-based document that presents information, expert analysis and an organization or author's insight into a topic or solution to a problem.
  • Windows 10 Update Assistant - Windows 10 Update Assistant is a native update management tool designed to help individual users keep up with OS updates as Microsoft publishes them.
  • Windows 7 - Windows 7 is the Microsoft Windows operating system (OS) released commercially in October 2009 as the successor to Windows Vista.
  • Windows Server Update Services (WSUS) - Windows Server Update Services (WSUS) is a Windows server role that can plan, manage and deploy updates, service packs, patches and hotfixes for Windows servers, client operating systems (OSes) and other Microsoft software.
  • Workday - Workday is a cloud-based software vendor that specializes in human capital management (HCM) and financial management applications.
  • workflow automation - Workflow automation is an approach to making the flow of tasks, documents and information across work-related activities perform independently in accordance with defined business rules.
  • Workforce management (WFM) software - Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling.
  • Yammer - Yammer is a private microblogging and collaboration platform for enterprise social networking.
  • Zoom fatigue (virtual meeting fatigue) - Zoom fatigue, also known as 'virtual meeting fatigue,' is the feeling of exhaustion that often occurs after attending a series of virtual video meetings.