null Definitions

Search Definitions
  • O

    outbound marketing

    Outbound marketing is a traditional form of marketing and in which a company initiates contact with potential customers, or leads.

  • owned media/earned media/paid media

    Owned, earned and paid media are three different types of advertising content used by digital marketing teams to create a complete and effective marketing strategy.

  • P

    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 who sell their products.

  • Permission Marketing

    Permission marketing is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information.

  • personalization

    On a Web site, personalization is the process of tailoring pages to individual users' characteristics or preferences.

  • phygital

    Companies are seeking to combine physical and digital (phygital) communication channels and provide customers with a seamless experience.

  • PMML (Predictive Model Markup Language)

    PMML (Predictive Model Markup Language) is an XML-based language that enables the definition and sharing of predictive models between applications.

  • point of sale platform

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

  • Product Qualified Lead (PQL)

    A product qualified lead (PQL) is an individual and business who has experienced value from using a product as a result of a free trial, use of a limited feature model, or other type of actual experience with the product.

  • programmatic marketing

    Programmatic marketing is best defined in two parts. In this case, 'programmatic' refers to a non-human decision-making process that can be initiated in real time.

  • Q

    Quality of Experience (QoE or QoX)

    Quality of Experience (QoE or QoX) is a measure of the overall level of customer satisfaction with a vendor. QoE is related to but differs from Quality of Service(QoS), which embodies the notion that hardware and software characteristics can be measured, improved and perhaps guaranteed... (Continued)

  • R

    readerboard

    A readerboard is a visual display board that conveys information about a wide variety of subjects, including advertising for products or services, travel, news or event information.

  • real-time analytics

    Real-time analytics is the use of data and related resources for analysis as soon as it enters the system.

  • real-time marketing

    Real-time marketing is a method of targeting individual consumers wherever they may be, based on current data.

  • relationship marketing

    Relationship marketing is a customer relationship management strategy designed to encourage strong, lasting customer connections to a brand. The goal is to generate repeat sales, encourage word-of-mouth promotion and gather customer information.

  • revenue operations (RevOps)

    Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments.

  • RFx

    RFx (request for x) encompasses the entire formal request process and can include any of the following: request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT).

  • S

    sales automation tools

    Sales automation tools relieve sales agents of tasks that take them away from interacting with current and potential customers.

  • sales cycle

    The sales cycle is the sequence of phases that a typical customer goes through when deciding to buy something.

  • Sales Development Representative (SDR)

    A sales development representative (SDR) is an individual who focuses on prospecting, moving, and qualifying leads through the sales pipeline and then delivers those leads to individuals who are responsible for closing sales.

  • sales enablement

    Sales enablement gives sales representatives strategies, tools and processes to boost their productivity and revenue generation.

  • sales forecast

    A sales forecast is a projection of achievable revenue. The terms sales forecast and sales budgets are sometimes used as synonyms, but budgets are projected before the fiscal year begins and forecasts take place once the fiscal year is underway.

  • sales funnel

    A sales funnel, also called a purchase funnel, is the visual representation of the customer journey, depicting the sales process from awareness to action.

  • sales pipeline

    A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.

  • sales-qualified lead (SQL)

    A sales-qualified lead (SQL) is a prospective customer that has been handed off to sales teams for further nurturing after showing enough interest in a company's products.

  • Salesforce App Cloud

    The Salesforce App Cloud offers developers a series of frameworks and tools to create applications within the Salesforce platform or to create third-party apps on top of it.

  • Salesforce AppExchange

    Salesforce AppExchange is Salesforce.com's cloud computing marketplace, through which end users can access, download and install custom software applications.

  • Salesforce Blockchain

    Salesforce Blockchain is a distributed ledger platform designed for customer relationship management (CRM).

  • Salesforce Commerce Cloud

    Salesforce Commerce Cloud, formerly called Demandware, is a cloud-based service for unifying the way businesses engage with customers over any channel or device.

  • Salesforce Community Cloud (Community Cloud)

    Community Cloud is a social platform from Salesforce.com that is designed to connect and facilitate communication among an organization's employees, partners and customers.

  • 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.

  • Salesforce Customer Success Platform

    The Salesforce Customer Success Platform is the official name of the Salesforce portfolio of products.

  • Salesforce Data.com

    Data.com is the sales and lead generation component of Salesforce.com's Sales Cloud customer relationship management (CRM) platform.

  • Salesforce Dreamforce conference

    Dreamforce is a annual user conference hosted by Salesforce in downtown San Francisco.

  • Salesforce DX

    Salesforce DX is a Salesforce product in the App cloud that allows users to develop and manage Salesforce apps throughout the entire platform in a more direct and efficient way.

  • Salesforce Einstein

    Salesforce Einstein is an artificial intelligence (AI) technology that has been developed for the Salesforce Customer Success Platform. Salesforce's AI product, Einstein, is now available across the company's core cloud products, as part of its spring 2017 product release.

  • Salesforce Einstein Bot

    Salesforce Einstein Bot is a natural language processing (NLP) and natural language understanding (NLU) chatbot developed with Salesforce Einstein artificial intelligence (AI) technology.

  • Salesforce Engage

    Salesforce Engage is a marketing personalization feature that is part of the Salesforce Marketing Cloud.

  • Salesforce IdeaExchange

    The Salesforce IdeaExchange is an online community where customers can interact with one another, engage with the company to suggest and vote on new features, and gain insights into upcoming releases.

  • Salesforce Journey Builder

    Salesforce Journey Builder is a feature of the company's Marketing Cloud that manages the customer life cycle: the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.

  • Salesforce Knowledge Sidebar

    A Knowledge Sidebar in a Salesforce Console displays titles of Salesforce Knowledge articles that are related to the specified subject. The sidebar only displays for Salesforce Knowledge users after administrators set it up.

  • Salesforce Marketing Cloud

    Salesforce Marketing Cloud is a customer relationship management (CRM) platform for marketers that integrates email, social media and advertising communications and collaboration.

  • Salesforce Sales Cloud

    Salesforce Sales Cloud is a customer relationship management (CRM) platform for sales, marketing and customer support in both business-to-business (B2B) and business-to-customer (B2C) contexts.

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for service industries that draws on the company's CRM software for sales professionals.

  • Salesforce Service Console

    The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud with which agents can view all relevant customer information related to a case, as well as their call queue and more.

  • Salesforce Solution Architect

    A Salesforce Solution Architect is someone who has been certified for demonstrating the capabilities to build and design solutions across Salesforce platforms.

  • 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.

  • Salesforce Wave Analytics (Analytics Cloud)

    Salesforce Wave Analytics, also called Analytics Cloud, is a business intelligence (BI) application that is optimized for mobile access and data visualization.

  • Salesforce Work.com

    Work.com is a corporate performance management platform for sales representatives with a user interface (UI) that resembles a social networking website. The platform, which is a Salesforce product, targets employee engagement in three areas: alignment of team and personal goals with business goals, motivation through public recognition and real-time performance feedback.

  • Salesforce.com

    Salesforce.com is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. It was founded in March 1999, in part by former Oracle executive Marc Benioff.

  • 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.

  • Salesforce1 Platform

    Salesforce1 enables the building of applications in the Salesforce Customer Success Platform, in conjunction with the Lightning development platform. The combination also allows for third-party applications to be built on top of Salesforce apps for smartphones, tablets and wearables.

  • SalesforceIQ

    SalesforceIQ is customer relationship management (CRM) software from Salesforce.com that is designed for small and medium-sized businesses (SMB).

  • SAP Beyond CRM

    SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place.

  • SAP Customer Experience Suite (CEC Suite)

    The SAP Customer Engagement and Commerce (SAP CEC) suite is a collection of cloud-based applications that provide tools for CRM, marketing, sales and analytics, e-commerce and more.

  • self-scanning checkout (self-checkout)

    Self-scanning checkout, also called "self-checkout" is an automated process that enables shoppers to scan, bag, and pay for their purchases without human assistance.

  • service assurance (SA)

    Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management solutions in communications networks, media services and end-user applications. Service assurance is an all-encompassing paradigm that revolves around the idea that maximizing customer satisfaction inevitably maximizes the long-term profitability of an enterprise... (Continued)

  • service level indicator

    A service level indicator (SLI) is a carefully defined measure of performance within a provided service that is given to a customer by the vendor.

  • Shoshkele

    A Shoshkele (pronounced Shosh-KEY-lee) is a proprietary type of floating ad developed by United Virtualities.

  • show-me marketing

    Show-me marketing is the practice of telling a brand's story and engaging consumers through pictures, videos and other visual media.

  • showrooming (reverse showrooming)

    Showrooming is the practice of examining a product in a brick-and-mortar store, then purchasing it online for a lower price.

  • Siebel

    Siebel Systems is a prominent vendor of interoperable e-business software.

  • silent attrition

    Silent attrition is a situation in which customers stop patronizing a business without any communication.

  • silent monitoring

    Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and to ensure that customer service and productivity goals are being met.

  • skill-based routing (SBR)

    Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets.

  • skyscraper

    A skyscraper ad is a tall and narrow banner advertisement usually placed to the right of content on a Web page.

  • social CRM

    Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.

  • 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.

  • social media listening

    Social media listening, also known as social media monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand.

  • social selling

    Social selling is a B2B and B2C social media marketing (SMM) strategy that utilizes social networking sites and applications to generate leads, sales or one-on-one relationships with consumers.

  • 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.

  • speech recognition

    Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search.

  • straw man

    In general, a straw man is an object, document, person, or argument that temporarily stands in for and is intended to be "knocked down" by something more substantial.

  • Streamlined Sales Tax (SST)

    The Streamlined Sales Tax (SST) program is a cooperative arrangement among states in the United States for the collection and payment of retail sales taxes when the seller and the purchaser are located in different taxing jurisdictions... (Continued)

  • T

    talk time

    In customer relationship management (CRM), talk time is the amount of time a call center agent spends with a caller during a transaction.

  • talking translator

    A talking translator is a program that translates words and phrases from one language to another language and delivers the translation to the user as audio information.

  • TAM SAM SOM

    TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.

  • technology buying team

    Driven by demand for ease of use and shorter buying cycles, the technology buying team is a committee created for whose members are responsible for making software and hardware buying decisions.

  • Thunder (Salesforce Thunder)

    Salesforce Thunder is a big data pipeline and rules engine designed to capture, filter and respond to events in real time; the platform was created to operate in streaming scenarios such as machine-to-machine (M2M) and Internet of Things (IoT) environments.

  • transactional marketing

    Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued)

  • trouble ticket (trouble report)

    A trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track the detection, reporting and resolution of some type of problem.

  • U

    up-sell

    Up-sell is a marketing term for the practice of suggesting higher priced products or services to a customer who is considering a purchase.

  • V

    video e-mail

    Video e-mail is an e-mail message with a video file either inserted in the body of the message or accessible through a hypertext link.

  • viral marketing

    Viral marketing is any marketing technique that induces websites or users to pass on a marketing message to other sites or users, creating a potentially exponential growth in the message's visibility and effect.

  • 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 applications to provide automated service or guidance to humans.

  • virtual assistant (AI assistant)

    A virtual assistant is an application program that can understand natural human language, speak natural language and complete electronic tasks for the end user.

  • Visualforce

    Visualforce is a component-based user interface (UI) framework that enables the creation of dynamic, reusable user interfaces.

  • 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.

  • 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 carry out spoken commands.

  • W

    Web mining

    In customer relationship management (CRM), Web mining is the integration of information gathered by traditional data mining methodologies and techniques with information gathered over the World Wide Web.

  • Web self-service

    Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise. Web self-service is widely used in customer relationship management (CRM) and employee relationship management (ERM).

  • Workforce management (WFM) software

    Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.

  • workforce optimization (WFO) software

    Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.

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