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Bring yourself up to speed with our introductory content.

• 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

• 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 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

• 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

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• 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

• 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

• 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