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Bring yourself up to speed with our introductory content.

• Create a social media engagement strategy to drive connection

  Intelligent use of social media enables companies to engage customers and build credibility online, which underscores the importance of a social media engagement strategy. Continue Reading

• customer lifetime value (CLV)

  The customer lifetime value (CLV) is a metric that represents a customer's monetary worth to an organization. Continue Reading

• CRM and marketing: Terms you should know

  What is a marketing-qualified lead? Do you know what constitutes a 360-degree view of the customer? This glossary highlights these marketing terms and others. Continue Reading

• integration

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

• business metric

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

• Definitions to Get Started

  • virtual agent
  • chatbot
  • contact center
  • actionable insights

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

  View All Definitions

• 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

• 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