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CEM

Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.See More

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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.

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Essential Knowledge

Cloud e-commerce IT battle pits content management vs. CRM

Today, ERP-based and stand-alone e-commerce systems dominate the market. As more and more companies go to the cloud, CRM and CMS vie to be the next ...

Oracle CX Unity unveiled at OpenWorld

In an attempt to compete with Salesforce, Oracle unveils Subscription Management, a software tool to help users manage the growing number of ...

The role and responsibilities of a customer relationship manager

The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.

SAP C/4HANA hopes to tie together front and back office

At Sapphire Now in Orlando, SAP unveiled its customer experience suite with the aim to better compete in the CRM market and provide a modern, 360-...

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SearchCompliance

  • Whistleblower Protection Act

    The Whistleblower Protection Act of 1989 is a law that protects federal government employees in the United States from ...

  • smart contract

    A smart contract, also known as a cryptocontract, is a computer program that directly controls the transfer of digital currencies...

  • risk map (risk heat map)

    A risk map, also known as a risk heat map, is a data visualization tool for communicating specific risks an organization faces. A...

SearchSecurity

  • challenge-response authentication

    In information security, challenge-response authentication is a type of authentication protocol where one entity presents a ...

  • Secure Shell (SSH)

    SSH, also known as Secure Shell or Secure Socket Shell, is a network protocol that gives users, particularly system ...

  • honeypot (computing)

    A honeypot is a network-attached system set up as a decoy to lure cyberattackers and to detect, deflect or study hacking attempts...

SearchHealthIT

SearchDisasterRecovery

  • virtual disaster recovery

    Virtual disaster recovery is a type of DR that typically involves replication and allows a user to fail over to virtualized ...

  • tabletop exercise (TTX)

    A tabletop exercise (TTX) is a disaster preparedness activity that takes participants through the process of dealing with a ...

  • risk mitigation

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a data center.

SearchStorage

  • exbibyte (EiB)

    An exbibyte (EiB) is a unit used to measure data capacity.

  • zebibyte (ZiB)

    A zebibyte (ZiB) is a unit used to measure computing and storage capacity.

  • tiered storage

    Tiered storage is a way to assign different categories of data to various types of storage media with the objective of reducing ...

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