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• business metric

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

• Customer journey maps can stave off dismal customer experience

  Customer journey maps enable companies to prevent customer experience problems from escalating. Continue Reading

• CRM documentation paves way to successful release management

  As companies use a CRM system in the wild, they need to be able to make tweaks, and those changes need to be well-documented. Continue Reading

• Going multichannel will improve customer experience -- but not without a plan

  Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading

• 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. Continue Reading

• Definitions to Get Started

  • cost per engagement (CPE)
  • owned media/earned media/paid media
  • BOPUS (buy online, pick up in-store)
  • real-time analytics

  • social media influence
  • customer experience (CX)
  • relationship marketing
  • call center

  View All Definitions

• 360-degree view of the customer quiz

  Companies constantly chase the "360-degree view of the customer," aiming to merge different data sources to provide timely, consistent service.Continue Reading

• 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.Continue Reading

• buzz marketing

  Buzz marketing, also known as viral marketing or word-of-mouth marketing, aims to foster consumer conversations about products and services and spread a company's message via social media.Continue Reading

• How is mobility changing the role of marketing?

  Marketing departments are starting to help other areas of business, using their wealth of data to build better, deeper customer relationships.Continue Reading

• Omnichannel customer experience takes aim at information silos

  Companies still struggle to join multiple communication channels to create a seamless experience for customers, whether it's that be for shopping or sales or service.Continue Reading

• Evaluating Salesforce Lightning

  Salesforce's application builder, Lightning, aims to democratize the app creation process by putting tools in the hands of business users.Continue Reading

• CRM platforms alone won't give total customer picture

  Some CRM vendors have started to demonstrate the power of unified CRM platforms, enabling companies to manage customer data, analytics, financials and more from a single application and get a unified view. But many companies still struggle with ...Continue Reading

• Using CRM systems for more than your sales department

  You can use CRM systems to manage processes in business units other than sales.Continue Reading

• The Multichannel mandate: Ready, set, automate

  The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series helps organizations navigate knotty ...Continue Reading

• How direct mail can enhance your marketing strategy

  While marketers increasingly rely on digital marketing methods, don't overlook direct mail. When used correctly, it can foster customer engagement.Continue Reading