The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view.
Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey.
Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.
Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe.
Salesforce Apex is a Microsoft-certified framework for building software as a service (SaaS) apps on top of Salesforce's customer relationship management (CRM) functionality.
Account mapping is a strategic process that involves researching and visually organizing the key stakeholders, decision-makers and influencers within a target customer's organization.
Account-based selling (ABS) is a strategic sales approach in business-to-business sales and marketing that centers around building highly personalized and targeted relationships with specific high-value accounts.
Actionable intelligence is information that can be immediately used or acted upon, either tactically in direct response to an evolving situation, or strategically as the result of data analytics or some other assessment.
An abandoned call is a call or other type of contact initiated to a call center or contact center that is ended before any conversation occurs.
B2C, or business-to-consumer, is a retail model where products or services move directly from a business to the end user who has purchased the goods or services for personal use.
BANT is an acronym that stands for 'Budget, Authority, Need, Timing.'
BOPIS (buy online, pick up in-store) is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.
A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.
Build to order is a methodology and manufacturing practice where a product is created once a confirmed order is received.
A business metric is a quantifiable measure businesses use to track, monitor and assess the success or failure of various business processes.
Buzz marketing is a viral marketing technique focused on maximizing the word-of-mouth potential of a campaign or product.
A buyer persona is a composite representation of a specific type of customer in a market segment.
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, tagline, packaging or advertising campaign.
A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions.
A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics.
Churn rate is a measure of the number of customers or employees who leave a company during a given period.
Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order.
Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.
A contact center agent is a person who handles incoming or outgoing customer communications for an organization.
Contact center burnout refers to physical, emotional and mental exhaustion experienced by contact center employees.
Contact center management is the process of overseeing contact center operations with the goal of providing an outstanding customer experience in an effective and efficient manner.
Contact center schedule adherence is a standard metric used in business contact centers to determine whether contact center agents are working the amount of time they are scheduled to work.
A contactless payment is a wireless financial transaction in which the customer makes a purchase by moving a security token in close proximity to the vendor's point of sale (POS) reader.
Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users.
Contextual marketing is an online marketing strategy model in which people are served with targeted advertising based on their search terms or their recent browsing behavior.
Conversational marketing is marketing that engages customers through dialogue.
Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.
CRM (customer relationship management) analytics comprises all of the programming that analyzes data about customers and presents it to an organization to help facilitate and streamline better business decisions.
Customer acquisition cost (CAC) is the cost associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.
Customer churn, also called customer attrition, is the number of paying customers who fail to become repeat customers.
Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized.
A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that can be collected, viewed or accessed by other systems.
Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness.
In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.
Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time.
A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.
A customer touchpoint is any direct or indirect contact a customer has with a brand.
A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, apps and perhaps internet capability to encourage the customer to control access to information and ordering.
Customer service is the support organizations offer to customers before, during and after purchasing a product or service.
A call center is a centralized department of customer service professionals who handle inbound and outbound calls from current and potential customers.
A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers.
A cloud contact center is an internet-hosted service, typically managed by a third party, that handles all inbound and outbound customer communications for an organization.
A contact center is a central point from which organizations manage all customer interactions across various channels.
Customer effort score (CES) is a system for evaluating how much effort is required on the part of a customer to achieve satisfaction in their experience with a company.
A customer journey map is a visual depiction of the stages customers go through when interacting with a company -- from buying products online to accessing customer service on the phone to airing grievances on social media.
Closed loop reporting (CLR) is a system in which data and information collected by marketing and sales professionals is made available to both teams.
Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure.
A contact center infrastructure (CCI) is a framework composed of the physical and virtual resources that a contact or call center facility needs to operate effectively.
CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services.
CRM (customer relationship management) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.
Customer experience (CX) is the sum total of customers' perceptions and feelings resulting from interactions with a brand's products and services.
Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences.
Customer insight, or consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to drive actions that improve product development and customer support.
Customer intelligence (CI) is the process of collecting and analyzing detailed customer data from internal and external sources to gain insights about customer needs, motivations and behaviors.
Customer profiling is the detailed, systematic process of constructing a clear portrait of a company's ideal customer by gathering and analyzing information about their demographic, psychographic and behavioral attributes.
Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits.
A data clean room is a technology service that helps content platforms keep first person user data private when interacting with advertising providers.
Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data.
Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers.
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies.
Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients.
Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or website or a request for further information) from a selected group of consumers in response to communication from a marketer.
Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.
Field service management (FSM) is a system of managing off-site workers and the resources they require to do their jobs efficiently.
First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call.
Headless commerce, also called headless e-commerce, is a platform architecture that decouples the front end of an e-commerce website with the back end.
A help desk is the individual, group, organizational function or external service that an IT user calls to get help with a problem.
Hockey stick growth is a growth pattern in a line chart that shows a sudden and extremely rapid growth after a long period of linear growth.
High-touch customer service is a category of contact center interaction that requires human interaction.
Identity resolution is a data management process that links a customer's online behavior to their unique identity by gathering different data sets and identifying non-obvious relationships.
Implementation is the execution or practice of a plan, a method or any design, idea, model, specification, standard or policy for doing something.
Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created internet content, thereby having potential customers come to the organization rather than marketers vying for their attention.
Integration is the act of bringing together smaller components or information stored in different subsystems into a single functioning unit.
Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.
IoT Cloud is a Salesforce platform designed to store and process internet of things (IoT) data.
Live chat (live support) is technology that provides companies with a way to interact with users when they visit an organization's media properties.
Lead scoring is a methodology sales and marketing departments use 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 services.
Lead-to-revenue management (L2RM) is a set of sales and marketing methods focusing on generating revenue throughout the customer life cycle.
The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant.
Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.
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.
Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.
A marketing stack, also called a marketing technology stack, is a collection of technologies used by marketers to perform, analyze and improve their services.
A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate they are likely to become a customer.
Dynamics 365 is a cloud-based portfolio of business applications from Microsoft that are designed to help organizations improve operational efficiency and reduce business complexity while controlling costs.
A moment of truth (MOT) is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.
Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups.
Martech (marketing technology) refers to the integration of software tools, platforms and applications designed to streamline and enhance digital marketing.
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market.
Mobile CRM, or mobile customer relationship management, enables those working in the field or remote employees to use mobile devices, such as smartphones and tablets, to access customer data and customer accounts wherever they are.
Multichannel marketing refers to the practice of companies interacting with customers via multiple direct and indirect channels to sell them goods and services.
Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services.
Neuromarketing is the study of how people's brains respond to advertising and other brand-related messages by scientifically monitoring brainwave activity, eye tracking and skin response.
Omnichannel -- also spelled omni-channel -- is an approach to sales, marketing and customer support that seeks to provide customers with a seamless and unified brand experience, regardless of which channel they use.
Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for customer relationship management (CRM), sales, marketing, customer service, e-commerce and other tools, such as configure, price, quote (CPQ) tools.
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