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Bring yourself up to speed with our introductory content.

• Our rebrand: Customer experience strategy, platforms, best practices

  Customer experience strategy blurs lines between sales and marketing automation, customer service and e-commerce as they come together on next-generation customer experience platforms. Continue Reading

• What is the role and responsibility of a chief experience officer?

  The chief experience officer is an increasingly vital member of the C-suite who ensures that an organization's customers have positive interactions with the brand. Continue Reading

• Liferay digital experience platform helps company improve CX

  Jack Maina, group chief operations officer of Britam, talks about how the financial services group rebuilt the way it interacts with customers and partners using Liferay. Continue Reading

• 6 must-have roles on your customer experience team

  Customer experience is the most important differentiator between enterprise competitors today, and CX teams are essential to ensuring customer loyalty and retention. Continue Reading

• CRM (customer relationship management)

  Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer ... Continue Reading

• Definitions to Get Started

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

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

  View All Definitions

• 6 tips for driving adoption of self-service platforms

  Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here.Continue Reading

• Salesforce.org's CRM for education helps UVA students succeed

  The University of Virginia is one of a number of institutions using Salesforce.org's Education Cloud CRM to recruit students, track student success and manage alumni relations.Continue Reading

• How do you create a chatbot and connect it to Salesforce?

  There are two ways for Salesforce users to create a chatbot -- the easy way and the hard way. Read on to discover what your options are in the creation process.Continue Reading

• Which vendors make the best CRM for small businesses?

  Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind.Continue Reading

• chatbot

  A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions.Continue Reading

• customer service and support

  Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call ...Continue Reading

• outbound call

  An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client.Continue Reading

• How does Salesforce Einstein Bot differ from other AI?

  Salesforce's no-code bot authoring tool competes with Google, Amazon and Microsoft, but differentiating capabilities make it potentially more useful for the Salesforce user base.Continue Reading

• Mystery shopping software key to CX management

  Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience.Continue Reading

• How does Salesforce lead scoring benefit Sales Cloud?

  Einstein lead scoring offers a customizable workflow and strives to get better at prediction over time, and Salesforce is one of the top three vendors in the field.Continue Reading