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SearchCustomerExperience

SearchCustomerExperience is a free online resource dedicated to serving the needs of contact center managers, sales and client representatives, marketers, customer service agents, social media coordinators, digital content strategists and other tech-savvy business professionals.

You'll find a daily dose of news, expert tips, quizzes, photo stories and discussion forums to help navigate your CX technology strategy, foster brand loyalty, deliver a more personalized customer experience, generate quality leads, incorporate AI and intelligent technologies, drive sales through social media, measure call center metrics, refine data and improve e-commerce.

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A breakdown of inbound marketing vs. demand generation

Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric.

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Definitions
  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • database marketing

    Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data.

  • omnichannel

    Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

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Customer data

Customer data management includes monitoring data integrity, privacy and security for CRM platforms, and for some organizations, separate customer data platforms, while maintaining updated, compliance customer records across sales, marketing service and e-commerce operations.

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  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

  • buyer personas

    A buyer persona is a composite representation of a specific subdivision of a market segment.

  • actionable insights

    Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.

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CX

Customer experience management fosters inbound marketing, sales automation, service and repeat business. Read the latest technology news, information and best practices to shape your customer experience strategy.

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  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

  • What is customer experience management (CEM or CXM)?

    Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences.

  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

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CRM

Customer relationship management (CRM) platforms remain the foundation of sales and service for most businesses. See how this mature technology is adapting to the era of customer experience management.

Recent Definitions

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • 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.

  • Salesforce Trailhead

    Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform.

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Customer service

Customer service strategy drives customer service technology purchasing. Learn how customer service and support team leaders create customer experiences that drive loyalty and retention, serving their customers on a variety of platforms and channels.

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  • omnichannel

    Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

  • speech recognition

    Speech recognition, or speech-to-text, is the ability for a machine or program to identify words spoken aloud and convert them into readable text.

  • contact center as a service (CCaS)

    Contact center as a service (CCaaS) is a framework for contact center infrastructure management that combines the principles of contact center hosting and cloud-based contact center infrastructure.

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DX

Digital experience platforms bring together content, data, marketing and AI to bring products and services to life in online environments, regardless of the device a customer uses. Read up on how forward-thinking brands use customer experience platforms to get the edge on competitors.

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  • audio content

    Audio content is any type of published material or information that is consumed through listening.

  • autoresponder

    An autoresponder is a computer program that automatically sends an email, SMS or a series of emails to a contact list subscriber based on time or event triggers.

  • customer communications management (CCM)

    Customer communications management (CCM) is the administration of outbound communications to customers that includes the creation, delivery and storage of all types of communications.

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E-Commerce

E-commerce, a growing extension of marketing automation and sales automation, drives sales by closing the deal through automated payments via e-commerce platforms. Here, find the latest news and strategies for deploying e-commerce business.

Recent Definitions

  • headless commerce (headless e-commerce)

    Headless commerce, also called headless e-commerce, is a platform architecture that decouples the front end of an e-commerce website with the back end.

  • FOMO (fear of missing out)

    The fear of missing out (FOMO) is an emotional response to the belief that other people are living better, more satisfying lives or that important opportunities are being missed.

  • market basket analysis

    Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.

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Marketing automation

Increasingly sophisticated digital marketing platforms drive inbound marketing and create initial and repeat sales, sometimes without human interaction. We cover the latest digital marketing tools and techniques, driven by marketing automation software.

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  • database marketing

    Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data.

  • content personalization

    Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.

  • personalization engine

    A personalization engine is a tool used by businesses to collect and analyze customer behavior and data to create a customized user experience -- including special offers, product recommendations and automated marketing efforts -- in an e-commerce setting.

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CRM for sales

Sales automation and other sales technology open the door to new potential revenue, especially when paired with AI and other cloud customization tools that can personalize content and choose the next-best action to move sales along. Read about the latest sales technology tools driving bottom line benefits.

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.

  • TAM SAM SOM

    TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.

  • sales automation tools

    Sales automation tools relieve sales agents of tasks that take them away from interacting with current and potential customers.

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SearchCompliance

  • risk assessment

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

  • PCI DSS (Payment Card Industry Data Security Standard)

    The Payment Card Industry Data Security Standard (PCI DSS) is a widely accepted set of policies and procedures intended to ...

  • risk management

    Risk management is the process of identifying, assessing and controlling threats to an organization's capital and earnings.

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SearchHealthIT

SearchDisasterRecovery

  • call tree

    A call tree is a layered hierarchical communication model that is used to notify specific individuals of an event and coordinate ...

  • Disaster Recovery as a Service (DRaaS)

    Disaster recovery as a service (DRaaS) is the replication and hosting of physical or virtual servers by a third party to provide ...

  • cloud disaster recovery (cloud DR)

    Cloud disaster recovery (cloud DR) is a combination of strategies and services intended to back up data, applications and other ...

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