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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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How the role of a CMO has evolved to include analytics and data

When navigating the ever-changing marketing technology landscape, Emarsys CMO Allen Nance first asks how emerging technology can help customers.

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Definitions
  • martech (marketing technology)

    Martech is the blending of marketing and technology. It applies to initiatives, efforts, and tools that harness technology to improve marketing efficiency.

  • programmatic marketing

    Programmatic marketing is best defined in two parts. In this case, 'programmatic' refers to a non-human decision-making process that can be initiated in real time.

  • 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).

Browse CRM Topics

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

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • 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.

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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

  • consumer panel

    A consumer panel is a group of individuals selected by a business or organization to provide input and opinion on products and services for research on consumer behavior. Panel members are chosen to be representative of the general population or a target group.

  • test marketing

    Test marketing is a marketing method that aims to explore consumer response to a product or marketing campaign by making it available on a limited basis before a wider release.

  • brand essence (brand mantra)

    Brand essence, also known as a brand mantra, is a short statement that expresses the core of what that brand represents or the image it seeks to project.

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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

  • programmatic marketing

    Programmatic marketing is best defined in two parts. In this case, 'programmatic' refers to a non-human decision-making process that can be initiated in real time.

  • 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).

  • churn rate

    Churn rate is a measure of the number of customers or employees who leave a company during a given period. It can also refer to the amount of revenue lost as a result of the departures.

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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

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • digital asset management (DAM)

    Digital asset management (DAM) is a business process for organizing, storing and retrieving rich media and managing digital rights and permissions. Rich media assets include images, video, audio and other multimedia content.

  • 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 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

  • customer journey map

    A customer journey map is a diagram or several diagrams that depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on the phone to airing grievances on social media.

  • passenger name record (PNR)

    A passenger name record (PNR) is a collection of data pertaining to an individual air traveler or a group of individuals travelling together. Airlines use PNRs for management of customer data, security and customer valuation and may share that data with government agencies.

  • EU-US Privacy Shield

    EU-US Privacy Shield is a framework for adherence to E.U. data protection laws for companies that deal with the private data of European Union citizens that is transferred to the United States.

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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

  • click and collect

    Click and collect is a hybrid e-commerce model in which people purchase or select items online and pick them up in-store or at a centralized collection point.

  • customer journey map

    A customer journey map is a diagram or several diagrams that depict the stages customers go through when interacting with a company, from buying products online to accessing customer service on the phone to airing grievances on social media.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

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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

  • cross-sell

    Cross-sell is a marketing term for the practice of suggesting related products or services to a customer who is considering buying something.

  • sales funnel

    A sales funnel, also called a purchase funnel, is the visual representation of the customer journey, depicting the sales process from awareness to action.

  • consumer packaged goods (CPG)

    Consumer packaged goods (CPG) is an industry term for merchandise that customers use up and replace on a frequent basis.

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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

  • digital asset management (DAM)

    Digital asset management (DAM) is a business process for organizing, storing and retrieving rich media and managing digital rights and permissions. Rich media assets include images, video, audio and other multimedia content.

  • 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.

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SearchCompliance

  • pure risk (absolute risk)

    Pure risk, also called absolute risk, is a category of threat that is beyond human control and has only one possible outcome if ...

  • risk assessment

    Risk assessment is the identification of hazards that could negatively impact an organization's ability to conduct business.

  • audit program (audit plan)

    An audit program, also called an audit plan, is an action plan that documents what procedures an auditor will follow to validate ...

SearchSecurity

  • computer worm

    A computer worm is a type of malicious software program whose primary function is to infect other computers while remaining ...

  • black hat

    Black hat refers to a hacker who breaks into a computer system or network with malicious intent.

  • copyright

    Copyright is a legal term describing ownership of control of the rights to the use and distribution of certain works of creative ...

SearchHealthIT

  • population health management (PHM)

    Population health management (PHM) is a discipline within the healthcare industry that studies and facilitates care delivery ...

  • ICD-10-PCS

    The International Classification of Diseases, 10th Revision, Procedure Coding System (ICD-10-PCS) is a U.S. cataloging system for...

  • U.S. National Library of Medicine (NLM)

    The U.S. National Library of Medicine (NLM) is the largest biomedical library in the world.

SearchDisasterRecovery

  • business continuity plan (BCP)

    A business continuity plan (BCP) is a document that consists of the critical information an organization needs to continue ...

  • call tree

    A call tree -- sometimes referred to as a phone tree -- is a telecommunications chain for notifying specific individuals of an ...

  • mass notification system (MNS)

    A mass notification system is a platform that sends one-way messages to inform employees and the public of an emergency.

SearchStorage

  • hybrid hard drive (HHD)

    A hybrid hard drive (HHD), sometimes known as a solid-state hybrid drive (SSHD), is a mass storage device that combines a ...

  • USB flash drive

    A USB flash drive -- also known as a stick, thumb or pen drive -- is a plug-and-play portable storage device that uses flash ...

  • open source storage

    Open source storage is data storage software developed in a public, collaborative manner that permits the free use, distribution ...

SearchSolidStateStorage

  • RRAM or ReRAM (resistive RAM)

    RRAM or ReRAM (resistive random access memory) is a form of nonvolatile storage that operates by changing the resistance of a ...

  • JEDEC

    JEDEC is a global industry group that develops open standards for microelectronics.

  • M.2 SSD

    An M.2 SSD is a solid-state drive (SSD) that conforms to a computer industry specification written for internally mounted storage...

SearchCloudStorage

  • Google Cloud Storage

    Google Cloud Storage is an enterprise public cloud storage platform that can house large unstructured data sets.

  • 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 ...

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