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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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Customer behavior analytics brings marketing, analytics together

If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics.

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Definitions
  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • customer experience management (CEM or CXM)

    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.

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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

  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • customer experience management (CEM or CXM)

    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.

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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

  • marketing automation

    Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.

  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

  • compliance gaining (behavioral compliance gaining)

    Compliance gaining (behavioral compliance gaining) is the process of getting someone to do what you want them to do, despite any reluctance on their part.

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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 a term that refers to 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.

  • 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.

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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

  • partner relationship management (PRM)

    Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners who sell their products.

  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

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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

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • voice recognition (speaker recognition)

    Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands.

  • 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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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

  • entity relationship diagram (ERD)

    An entity relationship diagram (ERD), also known as an entity relationship model, is a graphical representation of an information system that depicts the relationships among people, objects, places, concepts or events within that system.

  • emotions analytics (EA)

    Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

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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

  • entity relationship diagram (ERD)

    An entity relationship diagram (ERD), also known as an entity relationship model, is a graphical representation of an information system that depicts the relationships among people, objects, places, concepts or events within that system.

  • Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • customer experience management (CEM or CXM)

    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.

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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

  • 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.

  • 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.

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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

  • 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.

  • 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.

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SearchCompliance

  • 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...

  • internal audit (IA)

    An internal audit (IA) is an organizational initiative to monitor and analyze its own business operations in order to determine ...

SearchSecurity

  • evil maid attack

    An evil maid attack is a security exploit that targets a computing device that has been shut down and left unattended.  An evil ...

  • Common Body of Knowledge (CBK)

    In security, Common Body of Knowledge (CBK) is a comprehensive framework of all the relevant subjects a security professional ...

  • rootkit

    A rootkit is a program or, more often, a collection of software tools that gives a threat actor remote access to and control over...

SearchHealthIT

  • value-based healthcare

    Value-based healthcare, also known as value-based care, is a payment model that rewards healthcare providers for providing ...

  • health informatics

    Health informatics is the practice of acquiring, studying and managing health data and applying medical concepts in conjunction ...

  • clinical trial

    A clinical trial, also known as a clinical research study, is a protocol to evaluate the effects and efficacy of experimental ...

SearchDisasterRecovery

  • crisis communication

    Crisis communication is a method of corresponding with people and organizations during a disruptive event to provide them with ...

  • Zerto

    Zerto is a storage software vendor that specializes in enterprise-class business continuity and disaster recovery in virtual and ...

  • crisis management plan (CMP)

    A crisis management plan (CMP) is a document that outlines the processes an organization will use to respond to a critical ...

SearchStorage

  • cache memory

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

  • RAID 10 (RAID 1+0)

    RAID 10, also known as RAID 1+0, is a RAID configuration that combines disk mirroring and disk striping to protect data.

  • Red Hat OpenStack Platform

    Red Hat OpenStack Platform is a commercially supported distribution of open source OpenStack software designed to build and ...

SearchSolidStateStorage

  • hybrid hard disk drive (HDD)

    A hybrid hard disk drive is an electromechanical spinning hard disk that contains some amount of NAND Flash memory.

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