SearchCustomerExperience
New & Notable
Evaluate
What's the difference between CRM and database marketing?
Database marketing is a component of customer relationship management. CRM includes all processes, strategies and tools to support sales, marketing and customer service initiatives.
Evaluate
Customer success vs. customer support: What's the difference?
Customer success and customer support are important terms for businesses to be familiar with if they want to provide great CX. They sound similar but are different.
News
Salesforce e-commerce capabilities to expand with Mobify
Salesforce beefs up its headless e-commerce platform capabilities for enterprise retail customers with the acquisition of Mobify, a Canadian headless commerce hosting vendor.
Evaluate
Evaluate call center outsourcing costs and benefits
Outsourcing call center operations can take some financial burden off businesses -- depending on what partner they choose. But there can also be some drawbacks.
Topics Covered
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Customer data management (3) +
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Customer experience (CX) management (7) +
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Customer relationship management (CRM) (6) +
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Customer service technology (5) +
Digital experience management
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E-Commerce (2) +
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Marketing software and platforms (3) +
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Sales technology (2) +
Download Now: Top 10 Risks in SaaS Deals
Download this asset to understand the top 10 SaaS deal "gotchas" that can result in surprise charges, built-in cost hikes, audit exposure and double paying for the same license or functionality, SaaS traps that tip leverage to the vendor right from the get-go, and more.
Featured Authors
Find Solutions For Your Project
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Evaluate
What's the difference between CRM and database marketing?
Database marketing is a component of customer relationship management. CRM includes all processes, strategies and tools to support sales, marketing and customer service initiatives.
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Customer success vs. customer support: What's the difference?
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Evaluate call center outsourcing costs and benefits
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Are you a customer experience leader or laggard?
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Problem Solve
How to calculate call center utilization rates
Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents.
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Diversity in customer experience hinges on root-cause analysis
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8 barriers to effective CX initiatives
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CEM vs. CRM: Which platform is best for your business?
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Manage
How video chat improves customer service and engagement
As restrictions continue due to the COVID-19 crisis, many organizations adopt video chat capabilities to continue business operations and keep customers engaged.
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4 e-commerce email marketing strategies to heed
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How customer transparency helps companies maintain loyalty
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How businesses can align sales and marketing
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E-Handbook | March 2020
Personalized digital experiences for customers begin at home
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E-Handbook | March 2020
Contact center workforce management keeps pace with consumers
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E-Handbook | March 2020
Contact center AI opens new frontiers for customer engagements
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E-Handbook | September 2019
Evolving contact center services reshape engagement strategies
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E-Handbook | August 2019
The art and science of digital experience management strategies
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Customer Experience Basics
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The importance of personalized experience in CX
Musa Hanhan breaks down the three stages of customer experience and explains why personalized experiences offer companies the best chance at customer retention.
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Get Started
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.
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Get Started
How do revenue operations and sales operations differ?
While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations keeps its focus on sales department efficiency.
Multimedia
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Problem Solve
Cloud contact center platform migration not the easiest
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News
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Oracle CRM
Oracle CX upgrades focus on field service, contact center
Oracle adds self-service features, field tech tools and call center capabilities to its CX stack in response to customers' business needs in pandemic.
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Salesforce CRM
Salesforce e-commerce capabilities to expand with Mobify
Salesforce beefs up its headless e-commerce platform capabilities for enterprise retail customers with the acquisition of Mobify, a Canadian headless commerce hosting vendor.
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Customer service technology
Emerging Genesys cloud strategy makes Amazon friend and foe
Amid a leadership change, Genesys retools cloud strategy, adds partnerships with Infosys, Adobe and others as its relationship to Amazon and AWS veers toward 'co-opetition.'
SearchCustomerExperience Definitions
- contact center as a service (CCaS)
- content personalization
- Salesforce Service Cloud
- What is customer experience management (CEM or CXM)?