Customer Experience Definitions

  • H

    Heroku

    Heroku is a cloud-based development platform as a service (PaaS) provider.

  • 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.

  • hockey stick growth

    Hockey stick growth refers to the shape of a chart showing sudden and very rapid growth.

  • 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.

  • 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.

  • 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.

  • 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.

  • integration

    Integration is the act of bringing together smaller components into a single system that functions as one.

  • 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.

  • 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.

  • L

    law of diminishing returns

    The law of diminishing returns is an economic principle that states that as investment in a single goal increases, while all other variables remain constant, the return on investment will eventually decline.

  • lead nurturing

    Lead nurturing is a set of integrated marketing strategies designed to turn a potential customer into a buyer.

  • lead scoring

    In the B2B industry, lead scoring is a methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or services.

  • lead-to-revenue management (L2RM)

    Lead-to-revenue management (L2RM) is a collection of sales and marketing processes that aims to maximize the income gained from each stage of the customer journey.

  • lifestyle center

    A lifestyle center is a shopping center, or mixed-use commercial development that combines retail with other services, such as medical services, home rental units, movie theaters and other leisure or other activities.

  • live chat (live support)

    Live chat (live support) provides the means to engage with users, as they’re actively visiting an organization’s owned media properties. Live chat is also used by existing customers, who can present questions that need answers or issues that need resolution.

  • LivePerson

    LivePerson is a software as a service (SaaS) provider that develops customer engagement and conversational commerce applications and platforms.

  • location-based marketing (LBM)

    Location-based marketing (LMS) is a direct marketing strategy that uses a mobile device's location to alert the device's owner about an offering from a near-by business. 

  • loyalty card program

    A loyalty card program is an incentive plan that allows a retail business to gather data about its customers. The goal of a loyalty card program is to build repeat business by offering participating customers something that isn't available to non-participing customers.

  • loyalty punch card

    A loyalty punch card is a token that lets a customer earn free merchandise or discounts after a certain number of purchases.

  • M

    market basket analysis

    Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.

  • market intelligence (MI)

    Market intelligence is the monitoring of specific data streams in order to provide stakeholders with a holistic view of an industry segment or customer base. The term market, in this context, is a specific category of potential buyers and intelligence is a synonym for information.

  • market leadership

    Market leadership is when an individual or company owns the largest market share or highest profitability margin in a given market for goods and services. Market share may be measured either the volume of goods sold or the value of those goods. (Continued...)

  • market segmentation

    Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups.

  • marketing analytics

    Marketing Analytics is the act of tracking, collecting and analyzing data to evaluate marketing effectiveness and guiding future marketing decisions.

  • marketing attribution models

    A marketing attribution model is a method for determining which touchpoints are responsible for a sale, as well as how much credit each touchpoint receives.

  • marketing automation

    Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.

  • marketing campaign management

    Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.

  • marketing stack

    A marketing stack, also called a marketing technology stack, is a collection of technologies used by marketers to perform, analyze and improve their services.

  • marketing-qualified lead (MQL)

    A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate that he is likely to become a customer. 

  • Marketo Certified Associate

    A Marketo Certified Associate (MCA) is a person certified by Marketo to have the necessary skills to set up basic email marketing initiatives and report on program success.

  • martech (marketing technology)

    Martech is the area of customer relationship management (CRM) concerned with creating, managing and using digital tools that make it possible for marketers to automate tasks and make data-driven decisions.

  • Microsoft Dynamics 365

    Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.

  • 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.

  • mobile CRM (mobile customer relationship management)

    Mobile CRM (mobile customer relationship management) enables remote employees to access customer data and customer accounts wherever they are.

  • moment of truth (marketing MOT)

    A moment of truth is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.

  • multichannel marketing

    Multichannel marketing is the practice of businesses interacting with their customers through many different channels, meeting customers on the platforms that they prefer to use.

  • mystery shopping software

    Mystery shopping software is a type of ERP tool that helps organizations manage and observe all components of a mystery shopping program.

  • N

    needs assessment

    A needs assessment is an exercise that identifies the difference between a current condition/state and the desired condition/state. Improvements can then be made to improve performance or fix a deficiency.

  • Net Promoter Score (NPS)

    Net Promoter Score (NPS) is a metric for assessing customer loyalty for a company's brand, products or services.

  • neuromarketing

    Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by monitoring brainwave activity, eye-tracking and skin response...(Continued)

  • O

    omnichannel

    Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

  • online customer community

    Online customer communities are Web-based gathering places for customers, experts, and others to discuss problems, post reviews, brainstorm, and engage with one another.

  • Opt-In Email

    Opt-in email is a Web marketing term for email that recipients have previously requested by signing up at a Web site or special ad banner.

  • Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • Oracle Customer Experience Cloud (Oracle CX Cloud)

    The Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for CRM and sales, marketing, customer service, e-commerce and other tools.

  • outbound call

    An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.

  • 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.

  • phygital

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

  • 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

    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 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 customer service and support, based 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.

  • 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.

  • 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.

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