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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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- CEOs discuss Twilio's Segment customer data platform buy
Twilio plans to acquire Segment's customer data platform for $3.2 billion. The CEOs for both companies discuss the deal and 'the great digital acceleration' caused by COVID-19.
- The evolution of customer service
Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage.
- Salesforce Work.com gets customer, employee experience tools
Salesforce continues to build out Work.com as a place for broadcasting pandemic-specific employee and customer communications, as well as to enable remote work.
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.
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
- CEOs discuss Twilio's Segment customer data platform buy
- SAP customer data platform strategy comes into focus
- SAP CDP the latest customer data platform on a crowded block
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
- A breakdown of inbound marketing vs. demand generation
- CEOs discuss Twilio's Segment customer data platform buy
- The evolution of customer service
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
- 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.
Highlights
- Salesforce Work.com gets customer, employee experience tools
- SAP customer data platform strategy comes into focus
- SAP CDP the latest customer data platform on a crowded block
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
- 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.
Highlights
- The evolution of customer service
- Salesforce Work.com gets customer, employee experience tools
- 8 ways to improve call center agent performance
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
- 5 digital customer experience trends for businesses to consider
- Get to know cookieless tracking marketing options
- Pegasystems debuts Pega Process Fabric CX integration tools
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.
Highlights
- Salesforce e-commerce capabilities to expand with Mobify
- 4 e-commerce email marketing strategies to heed
- E-commerce business growth slows, but still a boom period
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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
- 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.
Highlights
- CEOs discuss Twilio's Segment customer data platform buy
- Pega Value Finder marketing tool uses AI to find segments
- SAP CX application stack grows with addition of Emarsys
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
- 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.
Highlights
- Salesforce Vlocity acquisition gives rise to new industry clouds
- 21 lead generation tools to fill the sales funnel
- HubSpot CRM gets enterprise makeover