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• chat channels

  Chat channels are technologies enabling companies to engage with customers in live conversations. Continue Reading

• 8 tips for a successful Einstein artificial intelligence rollout

  You'll fail a few times before you succeed with Einstein, Salesforce customers said at Dreamforce. Once you dial it in, though, success can follow. Here are eight ways to get there. Continue Reading

• conversational commerce (voice commerce)

  Conversational commerce is the process of interacting with a brand or making a purchase through a voice assistant or chat application. Continue Reading

• How does Salesforce Einstein Language NLP improve productivity?

  Salesforce NLP learns in a manner similar to that of the human brain, performing a variety of functions, such as semantic parsing, summarization and more. Continue Reading

• Customers buy more and more into voice shopping

  It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers. Continue Reading

• Definitions to Get Started

  • content personalization
  • Salesforce Service Cloud
  • customer journey map
  • voice of the customer (VOC)

  • chief experience officer (CXO)
  • buyer personas
  • customer experience (CX)
  • Salesforce Trailhead

  View All Definitions

• Loyalty rewards program fuels convenience store's CX

  Since launching a loyalty rewards program last year, convenience store and gas station Yesway has driven 45.2% of loyalty members from the pump to the store.Continue Reading

• actionable intelligence

  Actionable intelligence is information that can be followed up on, with the further implication that a strategic plan should be undertaken to make positive use of the information gathered.Continue Reading

• Dreamforce 2018 conference highlights and key takeaways

  Salesforce will reveal new features, tools and platform updates at Dreamforce 2018 in San Francisco Sept. 25-28. Use this guide to stay up to date.Continue Reading

• 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.Continue Reading

• 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 ...Continue Reading

• 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 ...Continue Reading

• Albuquerque Amazon Alexa skill takes heat off call center

  Tens of thousands of Alexa skills -- voice-activated apps -- exist, with more to come. Learn how a city government's call center created one to help residents.Continue Reading

• 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.Continue Reading

• Marketing automation platforms merge CRM and content

  Building a martech stack includes a main automation hub such as Marketo, Eloqua, HubSpot or Pardot. Then comes the hard part: picking complementary applications.Continue Reading

• emotions analytics (EA)

  Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.Continue Reading

• 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.Continue Reading

• call center agent (call center representative)

  A call center agent is a person who handles incoming or outgoing customer calls for a business.Continue Reading

• Virtual agents not yet ready for primetime customer service

  Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses.Continue Reading

• voice recognition (speaker recognition)

  Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands.Continue Reading

• What do GDPR principles mean for CRM data management?

  Avoiding General Data Protection Regulation penalties means getting your CRM compliance program in order before the sweeping regulation goes into effect late this spring.Continue Reading

• 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 ...Continue Reading

• Artificial intelligence technologies a boon for customer insights

  AI can help companies shrink the gap between customer data and actionable insight by feeding intelligence into CRM, marketing automation and other operational tools. Here's how.Continue Reading

• conversational user interface

  A conversational user interface is the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human users.Continue Reading

• Customer data analytics a slam dunk for the Spurs

  The San Antonio Spurs adopted Kore Software to build on top of its CRM to help with customer experience.Continue Reading

• CRM analytics

  CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.Continue Reading

• virtual assistant (AI assistant)

  A virtual assistant is an application program that can understand natural human language, speak natural language and complete electronic tasks for the end user.Continue Reading

• AI in CRM scores big with sales and marketing leads

  It could take a lot of programming and maintenance to tailor a CRM system to a B2B or B2C company's market, customer base and seasonal swings. New CRM AI options are changing all that.Continue Reading

• Compare top CRM systems: SAP, Microsoft, Salesforce, Oracle

  The 'CRM platform wars' aren't as hot as, say, the tech battle between smartphone OS vendors. But Oracle, SAP, Salesforce and Microsoft want your business.Continue Reading

• 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.Continue Reading

• social CRM

  Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook.Continue Reading

• Six customer service channels you need to support

  The first step in determining which channels to use for customer service is to understand customer demands, and then supply those communications channels effectively.Continue Reading

• customer engagement

  Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awarenessContinue Reading

• 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.Continue Reading

• 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.Continue Reading

• Customer analytics techniques boost sales and service strategies

  While the technology of customer data mining continuously improves, organizations still need the human factor of customizing system outputs to drive business goals.Continue Reading

• 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.Continue Reading

• 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).Continue Reading

• Salesforce e-commerce tools build multipronged customer strategies

  New technologies such as artificial intelligence, virtual reality and customer personalization bridge the gap between online and offline sales and create new e-commerce experiences.Continue Reading

• churn rate

  Churn rate is a measure of the number of customers or employees who leave a company during a given period. It can also refer to the amount of revenue lost as a result of the departures.Continue Reading

• contact center software

  Contact center software is a technology tool that increases the effectiveness and efficiency of a contact center, with specific focus on interactions between customers and contact center agents.Continue Reading

• 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.Continue Reading

• Top five benefits of speech analytics tools for contact centers

  Learn the top benefits of speech analytics technology for contact centers, and how speech analytics tools can lead to a better customer experience.Continue Reading

• cross-sell

  Cross-sell is a marketing term for the practice of suggesting related products or services to a customer who is considering buying something.Continue Reading

• Strategic marketing software boosts inbound marketing tactics

  It's not enough to just purchase new marketing software. Your overall business strategy will determine your company's needs and steer you away from costly mistakes.Continue Reading

• CPQ software Salesforce tools support and speed the sales process

  Configure price quote tools in Salesforce save time for sales staff in creating quotes for customers -- even when a company may have complex pricing rules to determine quotes.Continue Reading

• Contact center software features help fulfill the customer's journey

  Contact center infrastructure evolves quickly and updates are inevitably necessary. Here's how to identify and make the changes your organization needs to ensure customer success.Continue Reading

• 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.Continue Reading

• What to expect in the Salesforce Administrator certification exam

  Looking into what it takes to become a certified Salesforce Administrator? Prepare for the 60-question exam with insight into subjects covered during the 90-minute test.Continue Reading

• consumer packaged goods (CPG)

  Consumer packaged goods (CPG) is an industry term for merchandise that customers use up and replace on a frequent basis.Continue Reading

• marketing campaign management

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

• 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.Continue Reading

• How customer service analytics enhances the customer experience

  Customer service is arguably as important as sales in the enterprise when it comes to maintaining and expanding the business; here's how analytics can help.Continue Reading

• viral marketing

  Viral marketing is any marketing technique that induces websites or users to pass on a marketing message to other sites or users, creating a potentially exponential growth in the message's visibility and effect.Continue Reading

• Why you should embrace sales analytics tools

  Many sales reps still take a traditional approach to sales, and they reject sales data. But here's how sales analytics can make organizations more efficient and improve sales.Continue Reading

• Get started with Salesforce certification training

  As the Salesforce platform expands, getting your Salesforce certification training can increasingly make you an asset to your business.Continue Reading

• agile marketing

  Agile marketing is an iterative approach to marketing strategies that models methodologies used in agile software development. With agile marketing, teams identify and focus their collective efforts on high value projects, complete those projects ...Continue Reading

• Amazon Go

  Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers.Continue Reading

• 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.Continue Reading

• What to look for in marketing automation software

  If you're looking for marketing automation software, go beyond the basic features and consider new capabilities for mobile, location-based services, omnichannel and more.Continue Reading

• account-based marketing (ABM)

  Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on targeted accounts within a specific market.Continue Reading

• speech recognition

  Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search.Continue Reading

• contact center infrastructure

  A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively.Continue Reading

• technology buying team

  A technology buying team is a committee within a company whose members are responsible for making software and hardware buying decisions.Continue Reading

• 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.Continue Reading

• clickstream analysis (clickstream analytics)

  On a Web site, clickstream analysis is the process of collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. The path the visitor takes though a website is called the clickstream.Continue Reading

• direct marketing

  Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.Continue Reading

• SAP Beyond CRM

  SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place.Continue Reading

• How to get started with Salesforce for small business

  Small business owners can get the same level of marketing automation and AI technology that big companies with deep pockets have access to, thanks to Einstein and Salesforce clouds.Continue Reading

• 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.Continue Reading

• 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 ...Continue Reading

• Apex Connector Framework

  The Apex Connector Framework is a set of classes and methods in the DataSource namespace for creating a custom adapter for Salesforce Connect.Continue Reading

• 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.Continue Reading

• Four features of contact center evolution

  Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future.Continue Reading

• 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.Continue Reading

• buying signals

  Buying signals are behavioral cues that indicate the intentions of prospective or existing customers in terms of their readiness to buy.Continue Reading

• Salesforce Sales Cloud closes the data sharing gap

  Salespeople live and die by the close. Closing a sale can be an art form, but there's far more to sealing a deal than artistry. Purchase decisions are based increasingly more on customer experience than product and price. And as competition for ...Continue Reading

• data smog

  Data smog refers to the volume and velocity of data that is being created by devices connected to the Internet of Things.Continue Reading

• customer health score

  A customer health score is a value that indicates the long-term prospect for a customer to drop off or, conversely, to become a high-value, repeat customer through renewal or cross-selling or up-selling strategies.Continue Reading

• phygital

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

• 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 ...Continue Reading

• sales pipeline

  A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.Continue Reading

• 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.Continue Reading

• 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.Continue Reading

• field service management (FSM)

  Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.Continue Reading

• Salesforce Customer Success Platform

  The Salesforce Customer Success Platform is the official name of the Salesforce portfolio of products.Continue Reading

• contact center as a service (CCaS)

  Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them.Continue Reading

• Aura framework

  Aura is a user interface framework for developing dynamic Web apps for mobile and desktop devices.Continue Reading

• 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.Continue Reading

• 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.Continue Reading

• 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.Continue Reading

• Wave Analytics Cloud not yet at its crest

  Analytics is such a fundamental part of doing business today that even providers not known for the service are jumping into the game. That's what customer relationship management provider Salesforce did when it announced the Wave Analytics Cloud in ...Continue Reading

• citizen development

  Citizen development is a business trend that encourages employees to experiment with low-code no-code (LCNC) software development platforms.Continue Reading

• 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.Continue Reading

• sales enablement

  Sales enablement gives sales representatives strategies, tools and processes to boost their productivity and revenue generation.Continue Reading

• FinancialForce.com

  FinancialForce is a cloud applications company that makes enterprise resource planning (ERP) software for Force.com, a Platform as a Service (PaaS) offering from Salesforce.com.Continue Reading

• Salesforce Engage

  Salesforce Engage is a marketing personalization feature that is part of the Salesforce Marketing Cloud.Continue Reading

• 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.Continue Reading

• 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.Continue Reading

• Visualforce

  Visualforce is a component-based user interface (UI) framework that enables the creation of dynamic, reusable user interfaces.Continue Reading

• closed loop reporting

  Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.Continue Reading