Browse Definitions :

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.

View the complete archive of CRM and Call Center Management news, research and expert advice.

Go to:  SearchCRM

Recently on  SearchCRM

Microsoft adds CRM for nonprofits to Dynamics 365 lineup

CRM for nonprofits, such as Microsoft Dynamics 365 Nonprofit Accelerator, helps nonprofit organizations take advantage of business tools and shared data.

More Highlights
Definitions
  • chat channels

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

  • customer effort score (CES)

    Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.

  • conversational commerce (voice commerce)

    Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.

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

  • customer effort score (CES)

    Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.

  • 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.

  • cold calling

    Cold calling is the business practice of reaching out to a potential customer or client who has not opted into a contact list with the desire to secure support or make a sale.

Highlights

More Call center Topics

Back to Top

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

  • conversion rate optimization

    Conversion rate optimization (CRO) is any systematic method that user experience professionals implement to maximize the number of visitors to a website, blog, or other online landing page who become customers or perform another call to action.

  • 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.

  • brand experience

    Brand experience is a type of experiential marketing that incorporates a holistic set of conditions created by a company to influence the feeling a customer has about a particular product or company name.

Highlights

More Marketing Topics

Back to Top

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

  • 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.

  • 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).

Highlights

Back to Top

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

  • conversational commerce (voice commerce)

    Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.

  • 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.

Highlights

More CRM management Topics

Back to Top

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

  • 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.

  • 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.

Highlights

More CRM software Topics

Back to Top

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

  • 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.

  • lead nurturing

    Lead nurturing is a set of integrated marketing strategies designed to turn a potential customer into a buyer.

Highlights

More Customer data Topics

Back to Top

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

  • chat channels

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

  • customer effort score (CES)

    Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.

  • conversational commerce (voice commerce)

    Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.

Highlights

More Customer experience management Topics

Back to Top

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 reaching out to a potential customer or client who has not opted into a contact list with the desire to secure support or make a sale.

  • 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.

Highlights

More Sales Topics

Back to Top

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.

Highlights

More SaaS Topics

Back to Top

-ADS BY GOOGLE

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

  • RSA algorithm (Rivest-Shamir-Adleman)

    The RSA algorithm is the basis of a cryptosystem -- a suite of cryptographic algorithms that are used for specific security ...

  • remote access

    Remote access is the ability to access a computer or a network remotely through a network connection.

  • IP Spoofing

    IP spoofing is the crafting of Internet Protocol (IP) packets with a source IP address that has been modified to impersonate ...

SearchHealthIT

SearchDisasterRecovery

  • network disaster recovery plan

    A network disaster recovery plan is a set of procedures designed to prepare an organization to respond to an interruption of ...

  • 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 ...

SearchStorage

  • enterprise storage

    Enterprise storage is a centralized repository for business information that provides common data management, protection and data...

  • disk array

    A disk array, also called a storage array, is a data storage system used for block-based storage, file-based storage or object ...

  • optical storage

    Optical storage is any storage type in which data is written and read with a laser. Typically, data is written to optical media, ...

Close