CRM Definitions

  • A

    Apex

    Apex is a development platform for building software as a service (SaaS) applications on top of Salesforce.com's customer relationship management (CRM) functionality.

  • Aura framework

    Aura is a user interface framework for developing dynamic Web apps for mobile and desktop devices.

  • B

    business metric

    All organizations use business metrics in order to monitor, track and quantify the state of their internal and external processes.

  • C

    Chatter (Salesforce Chatter)

    Chatter is an enterprise collaboration platform from Salesforce, a cloud-based customer relationship management (CRM) vendor.

  • citizen development

    Citizen development is a low code approach to software development that allows people to create software programs without needing to know anything about programming languages or how to write code.

  • collaborative CRM

    Collaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers.

  • contact center software

    Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.

  • cost center

    Cost centers are a necessary evil in companies, departments that don't contribute to the bottom line but are essential to the everyday maintenance of business processes.

  • 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, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • CRM analytics

    CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.

  • 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.

  • customer profiling

    Customer profiling is the practice of organizing customers into specific groups possessing similar goals or characteristics.

  • customer-facing

    Customer-facing is an adjective used to describe a hardware or software product, technology, or anything that the customer of a business deals with directly.

  • D

    decision tree software

    In data mining, decision tree software describes a combination of mathematical and computing techniques that enable a given set of data to be accurately described, categorized and analyzed to derive conclusions...(Continued)

  • F

    FinancialForce.com

    FinancialForce is a cloud applications company that makes enterprise resource planning (ERP) software for Force.com, a Platform as a Service (PaaS) offering from Salesforce.com.

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