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• The top 7 video marketing trends

  Video marketing trends, such as user-generated content, influencer marketing and virtual and hybrid events, can help brands expand their reach and engage more customers. Continue Reading

• 10 best practices for contact center quality assurance

  To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere. Continue Reading

• 10 tips to improve customer retention

  Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates. Continue Reading

• What is a 360-degree customer view?

  The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view. Continue Reading

• Customer experience vs. user experience: What's the difference?

  Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers. Continue Reading

• Definitions to Get Started

  • What is a 360-degree customer view?
  • What are virtual agents and how are they being used?
  • What is first call resolution (FCR)?
  • What is the law of diminishing returns?

  • What is an abandoned call?
  • What is an outbound call?
  • What is lead-to-revenue management (L2RM)?
  • What is relationship marketing?

  View All Definitions

• First-party vs. third-party cookies: What's the difference?

  First-party cookies track user engagement, while third-party cookies are central to many marketing and sales strategies. Yet the two types are more similar than one might think.Continue Reading

• What are virtual agents and how are they being used?

  A virtual agent -- sometimes called an intelligent virtual agent (IVA) -- is a software program or cloud service that uses artificial intelligence (AI) technologies, such as machine learning (ML) and natural language processing (NLP) to provide ...Continue Reading

• What is first call resolution (FCR)?

  First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call.Continue Reading

• What is the law of diminishing returns?

  The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant.Continue Reading

• What is an abandoned call?

  An abandoned call is a call or other type of contact initiated to a call center or contact center that is ended before any conversation occurs.Continue Reading

• What is an outbound call?

  An outbound call is one initiated by a contact center agent to prospective customers and focuses on sales, lead generation, telemarketing and fundraising.Continue Reading

• What is lead-to-revenue management (L2RM)?

  Lead-to-revenue management (L2RM) is a set of sales and marketing methods focusing on generating revenue throughout the customer life cycle.Continue Reading

• What is relationship marketing?

  Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales.Continue Reading

• contact center burnout

  Contact center burnout refers to physical, emotional and mental exhaustion experienced by contact center employees.Continue Reading

• Why does data privacy matter in marketing?

  Marketers frequently use customer data for their strategies. They must properly secure that information, so they comply with privacy laws and customers trust the business.Continue Reading

• contact center agent (call center agent)

  A contact center agent is a person who handles incoming or outgoing customer communications for an organization.Continue Reading

• contact center management

  Contact center management is the process of overseeing contact center operations with the goal of providing an outstanding customer experience in an effective and efficient manner.Continue Reading

• 8 benefits of a modern contact center

  Contact centers and their multifunctional capabilities can provide businesses with a competitive edge through improved agent performance, customer engagement and brand loyalty.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

• Customer retention vs. acquisition: What's the difference?

  Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing.Continue Reading

• digital marketing

  Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies.Continue Reading

• contact center schedule adherence

  Contact center schedule adherence is a standard metric used in business contact centers to determine whether contact center agents are working the amount of time they are scheduled to work.Continue Reading

• 12 benefits of customer retention

  Customer retention can help organizations better understand their current customers' needs, issues and desires, so they can better support them and target more prospects.Continue Reading

• 5 real-world examples of omnichannel marketing

  The most successful marketing strategies reach customers where they are, on every available channel. Here, explore examples of omnichannel marketing strategies from real companies.Continue Reading

• chatbot

  A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions.Continue Reading

• An overview of Microsoft Dynamics 365

  Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce.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

• How to create a diversity and inclusion marketing strategy

  Diversity marketing helps organizations attract new customers, but to implement a strategy, marketers need an internal D&I initiative and to learn about their audience.Continue Reading

• 10 marketing trends to watch for in 2024

  Marketers in 2024 must embrace AI, voice search, chatbots, personalized marketing, video, social commerce, influencers, VR, sustainability and big data for a competitive edge.Continue Reading

• How to get started with marketing automation for SMBs

  Marketing automation can help SMBs, which may lack marketing budgets and resources. With certain processes automated, an SMB's marketing team can spend more time creating.Continue Reading

• Compare the top 10 marketing automation software

  With the right marketing automation software, marketers can streamline their workflows and focus more on creative tasks. This list compares the top vendors in this space.Continue Reading

• Why is marketing automation important?

  Marketing automation can eliminate repetitive tasks and create a more personalized customer experience. Learn more about the future role of AI in marketing automation.Continue Reading

• 8 types of marketing automation, with examples

  Just as there are different types of marketing, automation types differ, too. Explore real-world examples of each type and learn how businesses can benefit from them.Continue Reading

• martech (marketing technology)

  Martech (marketing technology) refers to the integration of software tools, platforms, and applications designed to streamline and enhance marketing efforts.Continue Reading

• transactional marketing

  Transactional marketing is a business strategy that focuses on single, point-of-sale transactions.Continue Reading

• 10 marketing automation best practices

  Learn how marketing automation best practices, like using behavior-based triggers and A/B testing, can help marketers reach and engage more audiences.Continue Reading

• 2 Salesforce acquisitions in 2023 close year of austerity

  In a year that began with layoffs, Salesforce changed its tune about acquisitions. Instead, it invested more, aiming to aid companies with products that its customers need.Continue Reading

• The benefits of diversity in sales teams

  A diverse sales team can improve customer connections and boost employee engagement. However, sales managers must create an inclusive work culture if they want to retain talent.Continue Reading

• Microsoft Dynamics 365 best practices for implementation

  Microsoft Dynamics 365 offers business apps to help organizations boost efficiency. Best practices for implementation include creating the right team and designing a simple UX.Continue Reading

• Top 5 benefits of marketing automation

  If an organization wants to help its marketers, it must invest in marketing automation. This software offers benefits such as better lead conversion and data collection.Continue Reading

• customer profiling

  Customer profiling is the detailed and systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes.Continue Reading

• customer insight (consumer insight)

  Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support.Continue Reading

• buyer persona

  A buyer persona is a composite representation of a specific type of customer in a market segment.Continue Reading

• high-touch customer service

  High-touch customer service is a category of contact center interaction that requires human interaction.Continue Reading

• Why is sales enablement important?

  With a sales enablement strategy, sales leaders can make their teams more efficient, well-trained and ensure all reps are consistent when they interact with customers.Continue Reading

• Why is a customer experience framework essential?

  A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction.Continue Reading

• customer effort score (CES)

  Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.Continue Reading

• 8 ways to measure sales enablement metrics

  Measuring sales enablement metrics can increase efficiency for sales teams and drive revenue growth. Learn which metrics to track and real-world uses for each.Continue Reading

• 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.Continue Reading

• 5 real-world examples of customer obsession

  Customer obsession requires organizations to place clients' needs at the center of all operations. Real-world examples include Equinox, Tabrick and GreenPal.Continue Reading

• actionable intelligence

  Actionable intelligence is information that can be immediately used or acted upon -- either tactically in direct response to an evolving situation, or strategically as the result of an analysis or assessment.Continue Reading

• Salesforce

  Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco.Continue Reading

• How product-led growth can help scale your business

  With a product-led growth strategy, you can take the pressure off your sales and marketing teams and center what really matters: the product and the customer.Continue Reading

• Salesforce Einstein

  Salesforce Einstein refers to an integrated set of artificial intelligence (AI) technologies developed for the Salesforce Customer Relationship Management (CRM) platform.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

• 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

• 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

• 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

• What is 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, tagline, 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

• 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