Recently on SearchCustomerExperience
What to consider for a contact center remote working strategy
Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more.
More Highlights
- Average handling time calculation is critical to contact centers
Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.
- Key differences between transactional and relationship marketing
Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.
- How to build a world-class customer experience system
Megan Burns highlights the first four building blocks necessary for building a customer experience -- core journeys, criteria, blueprints and safety nets -- in this first article of a two-part series.
Definitions
- content personalization
Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.
- 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.
Browse CustomerExperience Topics
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.
Recent Definitions
- 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.
Highlights
- Combat event fatigue with a virtual event marketing strategy
- Oracle CX head Rob Tarkoff: Acquisition integrations complete
- 10 types of biases that affect customer data analysis
More Customer data Topics
Back to TopCX
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.
Recent Definitions
- 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.
Highlights
- Key differences between transactional and relationship marketing
- How to build a world-class customer experience system
- Key strategies to build and monitor customer loyalty and trust
More CX Topics
- Customer engagement
- Customer experience best practices
- Customer journey mapping
- Customer loyalty and retention
- Customer success management
- Social media customer experience
- Voice of the customer
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
- 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.
- Salesforce Blockchain
Salesforce Blockchain is a distributed ledger platform designed for customer relationship management (CRM).
- Salesforce.org
Salesforce.org is a social enterprise from American based cloud computing company Salesforce.com that delivers technology, grants and volunteering programs to nonprofit and educational organizations.
Highlights
- Key differences between transactional and relationship marketing
- Oracle CX head Rob Tarkoff: Acquisition integrations complete
- Tech virtual conferences plagued by problems, boredom
More CRM Topics
- CRM careers and certifications
- CRM strategy and implementation
- Microsoft Dynamics CRM
- Oracle CRM
- Salesforce CRM
- SAP CRM
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.
Recent Definitions
- B2C (Business2Consumer or Business-to-Consumer)
B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use.
- virtual agent
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.
- chatbot
A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions.
Highlights
- What to consider for a contact center remote working strategy
- Average handling time calculation is critical to contact centers
- A look at contact center technology and support costs
More Customer service Topics
- AI for customer service
- Contact center management
- Contact center software and applications
- Customer self-service
- Omnichannel customer service
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.
Recent Definitions
- 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.
Highlights
- Get to know cookieless tracking marketing options
- Pegasystems debuts Pega Process Fabric CX integration tools
- 4 ways CX is central to digital transformation in retail
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.
- market basket analysis
Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.
- point of sale platform
A point of sale platform is software that supports the completion of a retail transaction.
Highlights
- Oracle CX head Rob Tarkoff: Acquisition integrations complete
- Salesforce beefs up e-commerce order management features
- As stores reopen, e-commerce is king in luxury retail
More E-Commerce Topics
Back to TopMarketing 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.
Recent Definitions
- 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.
- owned media/earned media/paid media
Owned, earned and paid media are three different types of advertising content used by digital marketing teams to create a complete and effective marketing strategy.
Highlights
- Key differences between transactional and relationship marketing
- Adobe AI-based Predictive Audiences added to Marketo Engage
- Combat event fatigue with a virtual event marketing strategy
More Marketing automation Topics
Back to TopCRM 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
- 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.
- point of sale platform
A point of sale platform is software that supports the completion of a retail transaction.
Highlights
- Customer experience involves people, process and tools equally
- 8 CX challenges facing organizations and how to address them
- Here's how sales teams use AI to increase revenue