SearchCustomerExperience

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.

Recent Definitions

• Adobe Experience Platform

  Adobe Experience Platform, formally known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.

• account-based experience (ABX)

  Account-based experience (ABX) is a methodology in which separate teams in an organization work closely with one another to ensure all brand interactions are focused on the end user.

• customer experience (CX)

  Customer experience (CX) is the sum total of customers’ perceptions and feelings resulting from interactions with a brand’s products and services.

Highlights

• Salesforce Trailhead to roll out live training videos
• Salesforce Financial Services Cloud adds mortgage tools
• Influencer marketing best practices to reach millennials, Gen Z

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 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.

• point of sale platform

  A point of sale platform is software that supports the completion of a retail transaction.

Highlights

• Have success with SAP C/4HANA on-premises-to-cloud migration
• Salesforce Trailhead to roll out live training videos
• Salesforce Financial Services Cloud adds mortgage tools

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

• booking engine

  A booking engine is a software as a service (SaaS) application used by hospitality businesses to provides guests with the opportunity to reserve a property online. In computer programming, an engine is a program that performs a core or essential function for other programs.

• call center

  A call center is a centralized department to which phone calls from current and potential customers are directed.

• Salesforce Customer 360

  Salesforce Customer 360 is a cross-cloud customer data platform used to improve the consistency and collaboration among B2C marketing, commerce and service applications.

Highlights

• Public sector's customer experience strategies analyzed, ranked
• Benefits of migrating customer experience apps to the cloud
• The contact center of the future is here

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

• Adobe digital experience platform adds small businesses offerings
• Public sector's customer experience strategies analyzed, ranked
• Salesforce Financial Services Cloud adds mortgage 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.

• 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

• Rent the Runway CEO discusses IT challenges, CX strategy
• Ex-Salesforce exec Bob Stutz takes the reins of SAP C/4HANA
• Adobe updates Magento Commerce, adds Amazon and Azure hooks

More E-Commerce Topics

• E-commerce platforms & strategies
• Social commerce

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.

Recent Definitions

• progressive profiling

  Progressive profiling is a marketing technique that involves gradually collecting information about leads, or prospective customers, with iterative releases of forms asking questions intended to advance the sales cycle.

• cinemagraph

  A cinemagraph is an image that combines still photography with active video to create a picture that contains a small moving element while the rest is frozen.

• audio content

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

Highlights

• Small customer data platforms fend off big tech with service, features
• Inboundgeo Marketing Suite introduces new direct mail tool
• Influencer marketing best practices to reach millennials, Gen Z

More Marketing automation Topics

• AI marketing
• Marketing automation
• Personalized marketing

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

• 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 engagement fuels retail success
• Upselling customers adds ROI gold to contact center channels
• RollWorks updates its account-based marketing platform

More CRM for sales Topics

• AI for sales
• Sales enablement tools