Get started

Get started

Bring yourself up to speed with our introductory content.

• 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

• needs assessment

  A needs assessment is an exercise that identifies the difference between a current condition/state and the desired condition/state. Improvements can then be made to improve performance or fix a deficiency. 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

• moment of truth (marketing MOT)

  A moment of truth is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.Continue Reading

• showrooming (reverse showrooming)

  Showrooming is the practice of examining a product in a brick-and-mortar store, then purchasing it online for a lower price.Continue Reading

• Q&A: How to narrow down your CRM vendor choices

  SaaS consultancy Lunar goes over the dos and don'ts for choosing a CRM system, whether you're licensing one for the first time or migrating to a new system.Continue Reading

• 5 sales enablement best practices to drive growth

  Sales enablement consists of tools and processes that can help sales agents succeed in their roles, including training, resource availability and team involvement.Continue Reading

• 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

• 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