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Bring yourself up to speed with our introductory content.

• 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

• Definitions to Get Started

  • Call Center
  • relationship marketing
  • brand ambassador
  • customer lifecycle

  • customer acquisition cost
  • marketing-qualified lead (MQL)
  • real-time analytics
  • customer segmentation

  View All Definitions

• 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 create a great 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

• autoresponder

  An autoresponder is a computer program that automatically sends an email, SMS or a series of emails to a contact list subscriber based on time or event triggers.Continue Reading

• marketing automation

  Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.Continue Reading

• 5 crucial ways to prepare for the CXO role

  Technophiles who have experience in sales and marketing, as well as social media awareness, may be best prepared for success in the role of chief experience officer.Continue Reading

• How to improve customer experience with mystery shopping

  Mystery shopping -- among other CX management tools -- enables businesses to collect the data necessary to identify customer pain points and improve CX.Continue Reading

• 10 ways to improve the customer experience today

  Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey.Continue Reading

• brand recognition

  Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tag line, packaging or advertising campaign.Continue Reading