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Bring yourself up to speed with our introductory content.
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Bring yourself up to speed with our introductory content.
6 live chat benefits to consider in a CX strategy
Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication. Continue Reading
brand ambassador
A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title. Continue Reading
Prepare for California Consumer Privacy Act with these 5 questions
At Oracle's Modern Customer Experience conference, a privacy professional shared tips on incorporating privacy into CX systems so businesses are ready for the CCPA. Continue Reading
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customer lifecycle
In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service. Continue Reading
customer acquisition cost
Customer acquisition cost is the fee associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs. Continue Reading
How to use live chat for lead generation
Live chat can successfully generate sales leads -- if done right. Here are four steps organizations can take to boost brand loyalty and close the deal.Continue Reading
How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a number of places, including social media, surveys, likes, comment cards, contact centers and word of mouth.Continue Reading
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. Continue Reading
real-time analytics
Real-time analytics is the use of, or the capacity to use, data and related resources as soon as the data enters the system.Continue Reading
Salesforce learning resources include free and paid options
While Salesforce offers a number of free and paid customer success tools to users, nonusers can also benefit through the use of Trailhead and the Trailblazer Community.Continue Reading
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7 customer segmentation methods to help connect the dots
Customer segmentation is essential to marketing, enabling businesses to provide the right people with the right products -- and is a move away from bulk appeals.Continue Reading
5 things to know about Salesforce Customer 360
Salesforce Customer 360 -- a tool that connects customer data stored in multiple silos -- is currently in beta and will be available to all users later this year.Continue Reading
How to forge a smart customer experience strategy
Crafting a seamless customer experience is essential for business success now. Learn the fundamentals of a winning CX initiative, from strategy to tech acquisition to launch and beyond.Continue Reading
How do you determine the right point for chatbot-human handoff?
Customer experience can be adversely affected when chatbots don't transfer the call to a live agent at the right time. Here are some guidelines and best practices for initiating that handoff.Continue Reading
customer segmentation
Customer segmentation is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests and spending habits.Continue Reading