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SearchCRM

CRM is a business process that requires a special combination of customer-centric strategy and technical know-how. Visit SearchCRM.com for original daily news, expert tips, discussion forums, Webcasts and customized research that will help you develop, design and implement CRM initiatives.

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Horizontal CRM vs. vertical CRM: What do you really need?

Cloud-based computing is making it easier to customize CRM applications for vertical industries -- but would a horizontal CRM app work just as well for you?

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Definitions
  • key performance indicator (KPI)

    A key performance indicator (KPI) is a business metric used to evaluate factors that are crucial to the success of an organization.

  • agile marketing

    Agile marketing is an iterative approach to marketing strategies that models methodologies used in agile software development. With agile marketing, teams identify and focus their collective efforts on high value projects, complete those projects cooperatively, measure their impact, and then continuously and incrementally improve results over time.

  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.

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Call center

Explore call center customer service resources here, including tips for managing call center software and advice for call center operations management and performance management. Learn best practices for call center workforce management and get advice for managing call center agents and measuring agent performance. Discover how call center management training can improve your management skills. Read about innovative customer service departments that have used call center management solutions and systems. Learn about good customer service through case studies for call center supervisors and use those tips to help optimize customer service in your call center. Find news and information about trends like call center outsourcing, hosted call centers and VoIP in the call center, online customer service and speech technology in the call center. Best of all, uncover resources to help you in your call center management job and learn how to advance in your call center career.

Recent Definitions

  • speech recognition

    Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search.

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.

  • Facebook Messenger

    Facebook Messenger is a mobile app that enables chat, voice and video communications between Facebook web-based messaging and smartphones.

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Marketing

Explore CRM and marketing strategy resources that will help you design an effective marketing plan in this section. Read the latest marketing news and find out about new marketing strategies and topics. Find marketing management advice including tips for effective campaign management and learn how CRM can help marketing campaigns, email marketing and internet marketing. Get the latest marketing research and information on marketing automation tools and techniques, marketing resources, and customer lifecycle management. Find resources for building and managing customer loyalty and learn how innovative marketing strategies can put your company ahead of the competition.

Recent Definitions

  • public relations (PR)

    Public relations (PR) is the use of communications to manage public perception of an individual or an organization. PR is ingrained in the culture of most larger enterprises.

  • agile marketing

    Agile marketing is an iterative approach to marketing strategies that models methodologies used in agile software development. With agile marketing, teams identify and focus their collective efforts on high value projects, complete those projects cooperatively, measure their impact, and then continuously and incrementally improve results over time.

  • account-based marketing (ABM)

    Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on targeted accounts within a specific market.

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Learning Guides

The learning tools section provides guides, quizzes and other resources for CRM leaders and practitioners, including self-assessment tools and guides to learning about CRM best practices, CRM technology and sales and marketing tools and best practices. Browse the learning guides and quizzes to discover the latest news, expert advice, reference materials and white papers.

Recent Definitions

  • Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-service is widely used in customer relationship management (CRM) and employee relationship management (ERM).

  • obliquity

    In systems engineering, obliquity is a theory that proposes the best way to achieve a goal when you are working with a complex system is to take an indirect approach instead of a direct one.

  • self-scanning checkout (self-checkout)

    Self-scanning checkout, also called "self-checkout" is an automated process that enables shoppers to scan, bag, and pay for their purchases without human assistance.

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CRM management

Discover the latest CRM management and planning resources here, including how to create a CRM strategy for evaluating CRM software, implementing CRM and measuring ROI on a CRM project. Learn how to get started planning a CRM implementation and best practices for managing CRM deployment or a CRM upgrade. Read the latest CRM industry news and research that will help you understand the trends in the CRM market. Read tips and advice for CRM project and process management and change management following a CRM implementation. Find research and case studies to help you uncover the benefits of CRM and the disadvantages of CRM systems. Learn best practices for determining CRM ROI metrics and get ROI advice from CRM and financial experts. This section will provide effective CRM management tips to help you make a difference in your organizations.

Recent Definitions

  • public relations (PR)

    Public relations (PR) is the use of communications to manage public perception of an individual or an organization. PR is ingrained in the culture of most larger enterprises.

  • go-live (go live)

    In software development, go-live is the time at which code moves from the test environment to the production environment. As a verb, go-live means to make such an event happen.

  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.

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CRM software

Get the latest CRM technology and software and CRM vendor information in this topic section. Get the most strategic resources on CRM software. Find resources for evaluating CRM software solutions and discover the most popular CRM software on the market. Learn about the top CRM market leaders and the CRM technology they are implementing. Get help finding the best CRM software for your organization and read best practices for deploying, managing and maintaining your CRM software solutions. Read the latest news and expert tips on open source CRM software, industry CRM applications and small business CRM solutions. Find case studies from companies who have successfully implemented the latest CRM software applications and industry-specific CRM software.

Recent Definitions

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • SAP Beyond CRM

    SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place.

  • Salesforce Commerce Cloud

    Salesforce Commerce Cloud, formerly called Demandware, is a cloud-based service for unifying the way businesses engage with customers over any channel or device.

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Customer data

Learn how to effectively manage customer data with the resources in this customer data management topic section. Get the latest information on customer data management software such as customer data integration (CDI) technology and CRM analytics. Get answers to your customer data management problems with expert tips and data quality case studies. Learn how to implement customer data management best practices like data quality and data governance. Get data quality management tips and advice and discover the importance of data security, data governance and privacy.

Recent Definitions

  • doxing

    Doxing is the act of gathering information about a target individual or organization and making it public. The term is hacker-speak for documenting.

  • key performance indicator (KPI)

    A key performance indicator (KPI) is a business metric used to evaluate factors that are crucial to the success of an organization.

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

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Customer experience management

Customer experience management technology helps companies improve customer service and increase revenue. Get answers to the common question "what is customer experience management" and learn how to use customer experience management software to achieve your company's goals. Discover how companies are managing the retail aspect of the customer experience through POS upgrades and e-commerce technology. And find out how companies are managing the customer experience across multiple channels, including the Web, social media, mobile and phone.

Recent Definitions

  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • SAP Beyond CRM

    SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place.

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Sales

Get up-to-date sales management news and browse the latest topics in sales management in this topic section. The sales topics covered in this section will help you understand the advancements in sales management systems and SFA software so you can utilize the latest technology in your organization. Find resources to help you create a sales management strategy and effectively utilize sales force automation software. Read sales news, expert advice and special reports related to sales management. Learn mobile sales management best practices and browse the latest information on salesforce mobile solutions.

Recent Definitions

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • Microsoft Dynamics 365

    Microsoft Dynamics 365 is a new service that integrates Microsoft’s CRM system with ERP data as well as with Office 365 to give sales people greater data intelligence about customer records in terms of customer transactions, customer behavior and customer preferences.

  • sales pipeline

    A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.

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SaaS

Discover Software as a Service CRM and CRM on demand resources for CRM leaders and practitioners in this section, including expert advice for developing a SaaS application deployment strategy and case studies featuring unique SaaS implementation strategies. Read the latest headlines on SaaS for CRM and find information on SaaS and hosted CRM solutions. Get detailed information on evaluating SaaS and on-demand CRM software and vendors and read headlines on SaaS CRM software market trends and CRM on-demand trends.

Recent Definitions

  • Software as a Service (SaaS)

    Software as a service (SaaS) is a software distribution model in which applications are hosted by a vendor or service provider and made available to customers over a network, typically the Internet.

  • Sage CRM

    Sage CRM is a line of software products for customer relationship management in the small-to-medium size business market.

  • Hosted CRM

    Hosted CRM is an arrangement in which a company outsources some or all of its customer relationship management (CRM) functions to an application service provider (ASP). The hosted CRM model is said to increase return on investment (ROI) by decreasing costs and allowing a company to focus more resources on its main business areas.

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SearchCompliance

  • cyborg anthropologist

    A cyborg anthropologist is an individual who studies the interaction between humans and technology, observing how technology can ...

  • RegTech

    RegTech, or regulatory technology, is a term used to describe technology that is used to help streamline the process of ...

  • conduct risk

    Conduct risk is the prospect of financial loss to an organization that is caused by the actions of an organization's ...

SearchSecurity

  • application whitelisting

    Application whitelisting is the practice of identifying applications that have been deemed safe for execution and restricting all...

  • security

    Security, in information technology (IT), is the defense of digital information and IT assets against internal and external, ...

  • insider threat

    An insider threat is a malicious hacker (also called a cracker or a black hat) who is an employee or officer of a business, ...

SearchHealthIT

  • HIPAA Privacy Rule

    The Standards for Privacy of Individually Identifiable Health Information, commonly known as the HIPAA Privacy Rule, establishes ...

  • HIPAA business associate agreement (BAA)

    Under the U.S. Health Insurance Portability and Accountability Act of 1996, a HIPAA business associate agreement (BAA) is a ...

  • telemedicine

    Telemedicine is the remote delivery of healthcare services, such as health assessments or consultations, over the ...

SearchDisasterRecovery

  • data recovery

    Data recovery restores data that has been lost, accidentally deleted, corrupted or made inaccessible. Learn how data recovery ...

  • disaster recovery plan (DRP)

    A company's disaster recovery policy is enhanced with a documented DR plan that formulates strategies, and outlines preparation ...

  • fault-tolerant

    Systems with integrated fault tolerance are designed to withstand multiple hardware failures to ensure continuous availability.

SearchStorage

  • data deduplication

    Deduplication retains one unique data instance to reduce storage and bandwidth consumed by remote backups, replication and ...

  • byte

    In most computer systems, a byte is a unit of data that is eight binary digits long. Bytes are often used to represent a ...

  • Secure Digital card (SD card)

    SD cards use flash memory to provide nonvolatile storage. They are more rugged than traditional storage media and are used in ...

SearchSolidStateStorage

  • flash file system

    Flash file systems are designed specifically for memory devices. A well-designed flash device and flash file system ensure ...

  • IOPS (input/output operations per second)

    IOPS measures the maximum number of reads and writes to non-contiguous storage. It is not an actual benchmark since vendor ...

  • eMMC (embedded MultiMediaCard)

    An embedded MultiMediaCard (eMMC) is a small storage device made up of NAND flash memory and a simple storage controller.

SearchCloudStorage

  • RESTful API

    A RESTful application program interface breaks down a transaction to create a series of small modules, each of which addresses an...

  • cloud storage infrastructure

    Cloud storage infrastructure is the hardware and software framework that supports the computing requirements of a private or ...

  • Zadara VPSA and ZIOS

    Zadara Storage provides block, file or object storage with varying levels of compute and capacity through its ZIOS and VPSA ...

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