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• 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

• 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

• Definitions to Get Started

  • brand ambassador
  • customer lifecycle
  • customer acquisition cost
  • marketing-qualified lead (MQL)

  • real-time analytics
  • customer segmentation
  • autoresponder
  • marketing automation

  View All Definitions

• 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

• 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