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Bring yourself up to speed with our introductory content.
Microsoft Dynamics 365
Dynamics 365 is a cloud-based portfolio of business applications from Microsoft that are designed to help organizations improve operational efficiency and reduce business complexity while controlling costs. Continue Reading
Salesforce Commerce Cloud
Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive more automation and provide customers with seamless shopping experiences. Continue Reading
How to reduce customer service costs
As organizations adjust to today's economy, CX managers should implement new technologies and strategies to reduce customer service costs without sacrificing quality. Continue Reading
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Salesforce DX
Salesforce DX, or SFDX, is a set of software development tools that lets developers build, test and ship many kinds of applications on the Salesforce Platform. Continue Reading
omnichannel
Omnichannel -- also spelled omni-channel -- is an approach to sales, marketing and customer support that seeks to provide customers with a seamless and unified brand experience, regardless of which channel they use. Continue Reading
mindshare (share of mind)
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market.Continue Reading
What does a sales enablement manager do?
A sales enablement manager helps sales reps boost productivity and improves their workflows to generate more revenue. Some organizations may have a full sales enablement team.Continue Reading
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 (AI) applications to provide automated service or guidance to ...Continue Reading
account mapping
Account mapping is a strategic process that involves researching and visually organizing the key stakeholders, decision-makers and influencers within a target customer's organization.Continue Reading
chief experience officer (CXO)
A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.Continue Reading
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brand recognition
Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign.Continue Reading
account-based selling
Account-based selling (ABS) is a strategic sales approach in business-to-business sales and marketing that centers around building highly personalized and targeted relationships with specific high-value accounts.Continue Reading
6 must-have customer experience roles for success
A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.Continue Reading
How sales teams can use generative AI
Sales teams can use generative AI to create personalized content, coach sales reps and improve forecasting. However, risks include data protection and a lack of empathy.Continue Reading
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.Continue Reading
content personalization
Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users.Continue Reading
Top 10 customer experience metrics and KPIs
Net Promoter Score is the most popular customer metric, but it's not the only one for CX teams to measure. Understand which metrics to track and how to calculate them.Continue Reading
Why businesses should prioritize customer retention
Proper customer retention can help businesses grow, save money and better understand consumers. Its benefits can lead to better customer experiences and greater business success.Continue Reading
How to collect customer feedback
Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment.Continue Reading
What does it mean to be customer obsessed?
Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.Continue Reading
multichannel marketing
Multichannel marketing refers to the practice of companies interacting with customers via multiple channels, both direct and indirect, to sell them goods and services.Continue Reading
Customer experience strategy: 5 tips to build a valuable CX
The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology.Continue Reading
How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth.Continue Reading
12 essential ABM metrics and KPIs to measure success
Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement.Continue Reading
Account-based marketing vs. lead generation, explained
Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization.Continue Reading
demand generation
Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers.Continue Reading
Customer experience vs. customer service: How do they differ?
Customer experience and customer service are not the same, but they do have a shared goal: to ensure customers are satisfied and return for repeat business.Continue Reading
account-based experience (ABX)
Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey.Continue Reading
CX personalization: Why it's important and how to deliver it
A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started.Continue Reading
Why customer journey touchpoints matter
Customer journey touchpoints allow businesses to create an excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly.Continue Reading
How do companies protect customer data?
Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others.Continue Reading
customer journey map
A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.Continue Reading
A guide to account-based engagement
Account-based marketing strategies can unify marketing, sales and customer service objectives to prioritize, personalize and monetize engagements with high-value accounts.Continue Reading
How to use generative AI for marketing
Organizations can use generative AI to write marketing content and analyze customer data quicker than a human. However, the tool requires basic prompt engineering skills.Continue Reading
How to effectively personalize your ABM strategy
The traditional approach of marketing to the masses is yielding to a more targeted, personalized account-based marketing strategy that caters to high-value clients and boosts ROI.Continue Reading
How does bulk SMS marketing work?
To start a bulk SMS marketing strategy, marketers should create message templates, monitor engagement and ensure that customers can opt in or out of communications.Continue Reading
5 tips for creating customer journey maps from buyer personas
Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework.Continue Reading
quality of experience (QoE or QoX)
Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service.Continue Reading
7 benefits of SMS marketing
An SMS marketing strategy can benefit organizations and customers alike, with tactics like personalization, real-time results and communication, and loyalty between both parties.Continue Reading
voice of the customer (VOC)
Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences.Continue Reading
4 components of a customer obsession model
Customer-obsessed organizations put customers at the heart of their operations. A customer obsession model requires important elements like a data strategy and leadership support.Continue Reading
RFx
RFx (request for x) encompasses the entire formal request process and can include request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT).Continue Reading
7 benefits of customer experience management
A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management.Continue Reading
customer engagement
Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness.Continue Reading
phygital
Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones. As customer interaction channels proliferate, organizations aim to seamlessly integrate these channels.Continue Reading
Top 9 best SMS marketing examples, with templates
How can marketers write the perfect text message to engage customers? Templates can help. Explore examples of common SMS marketing messages, like product alerts and event invites.Continue Reading
How to create customer profiles, with examples
Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started.Continue Reading
outbound marketing
Outbound marketing is a traditional form of marketing in which an organization initiates contact with potential customers, or leads.Continue Reading
churn rate
Churn rate is a measure of the number of customers or employees who leave a company during a given period.Continue Reading
How to calculate call center utilization rates
Customer service leaders use metrics like call center utilization rates to track performance and CX. Leadership must learn the effects of these rates and how to calculate them.Continue Reading
marketing campaign management
Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.Continue Reading
sales-qualified lead (SQL)
A sales-qualified lead (SQL) is a prospective customer that has been researched and vetted -- first by an organization's marketing department and then by its sales team -- and is deemed ready for the next stage in the sales process.Continue Reading
Adobe Experience Platform
Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe.Continue Reading
virtual assistant (AI assistant)
A virtual assistant, also called an AI assistant or digital assistant, is an application program that understands natural language voice commands and completes tasks for the user.Continue Reading
What are the different types of SMS marketing?
How should marketers text their audiences? First, ensure customers opted in to receive texts. Then, promote, incentivize and update customers on products and orders.Continue Reading
inbound marketing
Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created internet content, thereby having potential customers come to the organization rather than marketers vying for their attention.Continue Reading
account-based marketing (ABM)
Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on target accounts within a specific market.Continue Reading
speech analytics
Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.Continue Reading
Salesforce Platform (formerly Force.com)
The Salesforce Platform -- formerly known as Force.com -- is a platform as a service (PaaS) product that simplifies the development and deployment of cloud-based applications and websites.Continue Reading
customer segmentation
Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits.Continue Reading
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.Continue Reading
lead scoring
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.Continue Reading
customer data management (CDM)
Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized.Continue Reading
cold calling
Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.Continue Reading
How to use ChatGPT for customer service
Customer service teams can use ChatGPT to automate tasks, generate responses to customer inquiries, summarize email threads and power human-like chatbots.Continue Reading
voice recognition (speaker recognition)
Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.Continue Reading
The evolution of chatbots and generative AI
Customer service chatbots have evolved to include advanced NLP. The three evolutionary chatbot stages include basic chatbots, conversational agents and generative AI.Continue Reading
Salesforce Service Cloud
Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to provide service and support to their business customers.Continue Reading
BANT
BANT is an acronym that stands for 'Budget, Authority, Need, Timing.'Continue Reading
contactless payment
A contactless payment is a wireless financial transaction in which the customer makes a purchase by moving a security token in close proximity to the vendor's point of sale (POS) reader.Continue Reading
outbound call
An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.Continue Reading
6 customer success plan templates for common situations
Customer success teams can follow the same general processes to onboard, renew or offboard customers. These templates can help shape those outreach strategies.Continue Reading
social CRM
Social CRM, or social customer relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites such as Twitter and Facebook.Continue Reading
Oracle Customer Experience Cloud (Oracle CX Cloud)
Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for customer relationship management (CRM), sales, marketing, customer service, e-commerce and other tools, such as configure, price, quote (CPQ) tools.Continue Reading
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 that sell their products.Continue Reading
5 best practices for a sustainable marketing strategy
Sustainable marketing can boost brand loyalty, but marketers need an effective strategy. Brands should commit to a larger purpose, take a long-term approach and remain consistent.Continue Reading
needs assessment
A needs assessment is a systematic process that examines what criteria must be met in order to reach a desired outcome.Continue Reading
customer touchpoint
A customer touchpoint is any direct or indirect contact a customer has with a brand.Continue Reading
How account-based marketing can improve personalization
An ABM strategy can help B2B marketers personalize marketing efforts for top prospects. An ABM strategy includes an ideal customer profile, personalized messaging and a CRM system.Continue Reading
customer service charter
A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.Continue Reading
moment of truth (marketing MOT)
A moment of truth (MOT) is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.Continue Reading
7 customer success best practices
Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.Continue Reading
marketing-qualified lead (MQL)
A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate they are likely to become a customer.Continue Reading
Customer success vs. customer support: What's the difference?
Customer support and customer success sound similar, but they're distinct business practices. Differences include approach, metrics, maturity and skills.Continue Reading
marketing automation
Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.Continue Reading
Salesforce Customer 360
Salesforce Customer 360 is a collection of tools that connect Salesforce apps and create a unified customer ID to build a single view of the customer.Continue Reading
live chat (live support)
Live chat (live support) is technology that provides companies with a way to interact with users when they visit an organization's media properties.Continue Reading
15 customer service email templates and tips
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios.Continue Reading
What does a customer success manager do?
The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention when the sales process is complete.Continue Reading
social commerce
Social commerce is a rapidly growing branch of e-commerce that uses social networks and digital media to facilitate transactions between businesses and customers.Continue Reading
brand ambassador
A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.Continue Reading
shoppable video
A shoppable video is a way for consumers to discover products and make a purchase through links within the video.Continue Reading
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services.Continue Reading
B2C (business-to-consumer)
B2C, or business-to-consumer, is a retail model where products or services move directly from a business to the end user who has purchased the goods or services for personal use.Continue Reading
What are the different types of marketing personalization?
Marketing teams use multiple personalization strategies for customer outreach, like emails, targeted ads and chatbots. Each approach brings several benefits and can improve CX.Continue Reading
market segmentation
Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups.Continue Reading
sales pipeline
A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.Continue Reading
market basket analysis
Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.Continue Reading
marketing stack
A marketing stack, also called a marketing technology stack, is a collection of technologies used by marketers to perform, analyze and improve their services.Continue Reading
social media influence
Social media influence is a marketing term that describes an individual's ability to affect other people's thinking in a social online community.Continue Reading