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6 must-have roles on your customer experience team

Customer experience is the most important differentiator between enterprise competitors today, and CX teams are essential to ensuring customer loyalty and retention.

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Definitions
  • CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • social selling

    Social selling is a B2B and B2C social media marketing (SMM) strategy that utilizes social networking sites and applications to generate leads, sales or one-on-one relationships with consumers.

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

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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

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • customer service and support

    Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system.

  • outbound call

    An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.

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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

  • Snapchat dysmorphia

    Snapchat dysmorphia is a dissatisfaction with your physical appearance compared to how you look in posed – and perhaps edited -- selfies.

  • CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • customer base

    Customer base is the group of clients to whom a business markets and sells their goods or services.

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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

  • CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • self-service rate (self-service bounce rate)

    Self-service rate, also known as self-service completion rate, is a key performance indicator (KPI) used to analyze the effectiveness of a help desk or support team by measuring the percentage of issues that users are able to troubleshoot on their own.

  • 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).

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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

  • CRM (customer relationship management)

    Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • customer scoring models

    A customer scoring model is a component of customer relationship management (CRM) programs that refers to various metrics used to help companies predict the long term financial value of customers.

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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

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • support-driven development

    Support-driven development is a strategy used by developers to create products that fit the needs of customers by designing them based on direct customer feedback.

  • self-service rate (self-service bounce rate)

    Self-service rate, also known as self-service completion rate, is a key performance indicator (KPI) used to analyze the effectiveness of a help desk or support team by measuring the percentage of issues that users are able to troubleshoot on their own.

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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 scoring models

    A customer scoring model is a component of customer relationship management (CRM) programs that refers to various metrics used to help companies predict the long term financial value of customers.

  • chat channels

    Chat channels are technologies enabling companies to engage with customers in live conversations.

  • click tracking

    Click tracking is a method used by companies to observe and analyze how many viewers visit a website, and digest its content, over a specific period of time.

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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

  • Snapchat dysmorphia

    Snapchat dysmorphia is a dissatisfaction with your physical appearance compared to how you look in posed – and perhaps edited -- selfies.

  • social media

    Social media is the collective of online communications channels dedicated to community-based input, interaction and collaboration.

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

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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

  • cold calling

    Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.

  • lead scoring

    In the B2B industry, lead scoring is a methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.

  • Microsoft Dynamics 365

    Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.

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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 a third-party provider hosts applications and makes them available to customers over the Internet.

  • chatbot

    A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.

  • 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.

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SearchCompliance

  • compliance audit

    A compliance audit is a comprehensive review of an organization's adherence to regulatory guidelines.

  • regulatory compliance

    Regulatory compliance is an organization's adherence to laws, regulations, guidelines and specifications relevant to its business...

  • Whistleblower Protection Act

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

SearchSecurity

  • reverse brute-force attack

    A reverse brute-force attack is a type of brute-force attack in which an attacker uses a common password against multiple ...

  • orphan account

    An orphan account, also referred to as an orphaned account, is a user account that can provide access to corporate systems, ...

  • voice squatting (skill squatting)

    Voice squatting is an attack vector for voice user interfaces (VUIs) that exploits homonyms (words that sound the same but are ...

SearchHealthIT

SearchDisasterRecovery

  • business continuity policy

    Business continuity policy is the set of standards and guidelines an organization enforces to ensure resilience and proper risk ...

  • business continuity and disaster recovery (BCDR)

    Business continuity and disaster recovery (BCDR) are closely related practices that describe an organization's preparation for ...

  • warm site

    A warm site is a type of facility an organization uses to recover its technology infrastructure when its primary data center goes...

SearchStorage

  • RAM (Random Access Memory)

    RAM (Random Access Memory) is the hardware in a computing device where the operating system (OS), application programs and data ...

  • primary storage (main storage)

    Primary storage is the collective methods and technologies used to capture and retain digital information that is in active use ...

  • cache memory

    Cache memory, also called CPU memory, is high-speed static random access memory (SRAM) that a computer microprocessor can access ...

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