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• Salesforce Circles of Success help SMBs get up to speed

  Circles of Success participants connect with other Salesforce users to swap challenges, tips and tricks for rolling out the platform in their businesses. Continue Reading

• 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 buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat. 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

• Definitions to Get Started

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

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

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• 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

• 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