Customer Experience Definitions
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H
Heroku
Heroku is a cloud-based development platform as a service (PaaS) provider.
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high-touch customer service
High-touch customer service refers to the idea that some customer service issues are complex or high value and thus require human interaction to resolve, not just digital technologies -- such FAQ sections or online customer communities -- to solve.
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hockey stick growth
Hockey stick growth refers to the shape of a chart showing sudden and very rapid growth.
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Hosted CRM
Hosted CRM is an arrangement in which a company outsources some or all of its customer relationship management (CRM) functions to an application service provider (ASP). The hosted CRM model is said to increase return on investment (ROI) by decreasing costs and allowing a company to focus more resources on its main business areas.
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I
identity resolution
Identity resolution is a data management process that links a customer's online behavior to their unique identity by gathering different data sets and identifying non-obvious relationships.
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implementation
Implementation is the execution of any idea, model, or method; in IT, it refers to the process of setting up new software or hardware after a purchase is made.
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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 company rather than marketers vying for their attention.
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Incremental Revenue (Value) Analysis
Incremental Revenue (Value) Analysis is a process used to calculate the value of each agent in a call center.
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information design
Information design is the detailed planning of specific information that is to be provided to a particular audience to meet specific objectives.
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integration
Integration is the act of bringing together smaller components into a single system that functions as one.
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intellectual capital
Intellectual capital is knowledge that can be exploited for some money-making or other useful purpose.
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Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.
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IoT Cloud (Salesforce IoT Cloud)
IoT Cloud is a platform from Salesforce.com that is designed to take in the massive volumes of data generated by devices, sensors, websites and software applications and initiate responses in real time.
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issue tracking system (ITS)
An issue tracking system (ITS) is a software application that allows an enterprise to record and follow the progress of every problem or "issue" that a computer system user identifies until the problem is resolved.
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K
knowledge worker
A knowledge worker is anyone who works for a living at the tasks of developing or using knowledge.