Customer Experience Definitions

Search Definitions
  • M

    What is multichannel marketing?

    Multichannel marketing refers to the practice of companies interacting with customers via multiple direct and indirect channels to sell them goods and services.

  • N

    needs assessment

    A needs assessment is a systematic process that examines what criteria must be met in order to reach a desired outcome.

  • Net Promoter Score (NPS)

    Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services.

  • neuromarketing

    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.

  • O

    omnichannel

    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)

    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.

  • outbound marketing

    Outbound marketing is a traditional form of marketing in which an organization initiates contact with potential customers, or leads.

  • What is an outbound call?

    An outbound call is one initiated by a contact center agent to prospective customers and focuses on sales, lead generation, telemarketing and fundraising.

  • P

    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 that sell their products.

  • phygital

    Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones. As customer interaction channels proliferate, organizations aim to seamlessly integrate these channels.

  • product-qualified lead (PQL)

    A product-qualified lead (PQL) is an individual or business that experienced value from using a product as a result of a free trial, use of a limited feature model or other types of first-hand experience with a product.

  • Q

    quality of experience (QoE or QoX)

    Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service.

  • R

    real-time analytics

    Real-time analytics is the use of data and related resources for analysis as soon as it enters the system.

  • recommerce

    Recommerce is the selling of previously owned items through online marketplaces to buyers who reuse, recycle or resell them.

  • 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.

  • RFx

    RFx (request for x) encompasses the entire formal request process and can include request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT).

  • What is relationship marketing?

    Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales.

  • S

    sales development representative (SDR)

    A sales development representative (SDR) is an individual who focuses on prospecting, moving and qualifying leads through the sales pipeline and then delivers those leads to individuals who are responsible for closing sales.

  • sales-qualified lead (SQL)

    A sales-qualified lead (SQL) is a prospective customer that has been researched and vetted -- first by an organization's marketing department and then by its sales team -- and is deemed ready for the next stage in the sales process.

  • Salesforce

    Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco.

  • Salesforce AppExchange

    Salesforce AppExchange is Salesforce.com's cloud computing marketplace, through which end users can access, download and install custom software applications.

  • Salesforce Community Cloud (Community Cloud)

    Community Cloud is a social platform from Salesforce.com that is designed to connect and facilitate communication among an organization's employees, partners and customers.

  • Salesforce Customer 360

    Salesforce Customer 360 is a collection of tools that connect Salesforce apps and create a unified customer ID to build a single view of the customer.

  • Salesforce Data.com

    Data.com is the sales and lead generation component of Salesforce.com's Sales Cloud customer relationship management (CRM) platform.

  • Salesforce Trailhead

    Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform.

  • SalesforceIQ

    SalesforceIQ is customer relationship management (CRM) software from Salesforce.com that is designed for small and medium-sized businesses (SMB).

  • service assurance (SA)

    Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management guidance in communications networks, media services and end-user applications.

  • service level indicator

    A service level indicator (SLI) is a metric that indicates what measure of performance a customer is receiving at a given time.

  • shoppable video

    A shoppable video is a way for consumers to discover products and make a purchase through links within the video.

  • social commerce

    Social commerce is a rapidly growing branch of e-commerce that uses social networks and digital media to facilitate transactions between businesses and customers.

  • social CRM

    Social CRM, or social customer relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites such as Twitter and Facebook.

  • social listening (social media listening)

    Social listening, also referred to as social media listening, is the process of identifying and assessing what is being said about a company, individual, product or brand on the internet.

  • social media influence

    Social media influence is a marketing term that describes an individual's ability to affect other people's thinking in a social online community.

  • speech analytics

    Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.

  • What is a sales funnel? Everything you need to know

    A sales funnel, also called a 'purchase funnel,' is the visual representation of the customer journey, depicting the sales process from awareness to action.

  • What is a sales pipeline?

    A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.

  • What is sales enablement?

    Sales enablement is composed of strategies, tools and processes that provide sales representatives with the ability to boost their productivity and revenue generation.

  • What is Salesforce Commerce Cloud?

    Salesforce Commerce Cloud is a cloud-based suite of products that enable e-commerce businesses to set up e-commerce sites, drive more automation and provide customers with seamless shopping experiences.

  • What is Salesforce Customer Success Platform?

    The Salesforce Customer Success Platform (CSP) is the official name of the Salesforce portfolio of products.

  • What is Salesforce Developer Experience (Salesforce DX)?

    Salesforce Developer Experience (Salesforce DX) is a set of software development tools that lets developers build, test and ship many kinds of applications on Salesforce Platform (formerly called Force.com).

  • What is Salesforce Einstein 1?

    Salesforce Einstein 1 refers to an integrated set of artificial intelligence (AI) and machine learning (ML) technologies developed for the Salesforce platform.

  • What is Salesforce Journey Builder?

    Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty.

  • What is Salesforce Marketing Cloud?

    Salesforce Marketing Cloud is a customer relationship management (CRM) and digital marketing platform that enables marketers to generate better marketing outcomes and ROI.

  • What is Salesforce Platform (formerly Force.com)?

    Salesforce Platform (formerly known as Force.com) is a platform as a service (PaaS) product that simplifies the development and deployment of cloud-based applications and websites.

  • What is Salesforce Sales Cloud?

    Salesforce Sales Cloud is a customer relationship management (CRM) platform designed to support sales, marketing and customer support in both business-to-business and business-to-consumer contexts.

  • What is Salesforce Service Cloud?

    Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to provide service and support to their business customers.

  • What is Salesforce Wave Analytics (Salesforce CRM Analytics)?

    Salesforce Wave Analytics, now known as CRM Analytics, is a business intelligence (BI) and analytics platform from Salesforce that provides native analytics, visual insights and predictions powered by artificial intelligence (AI) for Salesforce CRM to help businesses make better, data-driven decisions.

  • What is Salesforce Work.com?

    Salesforce Work.com is a set of solutions from Salesforce that enable organizations to simplify return-to-work processes, maintain safe workplace operations, assess and promote employee health, safety and well-being, and communicate with customers in an open, honest, trustworthy manner.

  • What is speech recognition?

    Speech recognition, or speech-to-text, is the ability of a machine or program to identify words spoken aloud and convert them into readable text.

  • What is the Salesforce Service Console?

    The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience.

  • T

    TAM SAM SOM

    TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.

  • What is transactional marketing?

    Transactional marketing is a business strategy that focuses on single, point-of-sale transactions.

  • V

    video marketing

    Video marketing is the use of video content to promote a brand, product or service.

  • virtual assistant (AI assistant)

    A virtual assistant, also called an AI assistant or digital assistant, is an application program that understands natural language voice commands and completes tasks for the user.

  • voice of the customer (VOC)

    Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences.

  • What are virtual agents and how are they being used?

    A virtual agent -- sometimes called an intelligent virtual agent (IVA) -- is a software program or cloud service that uses artificial intelligence (AI) technologies, such as machine learning (ML) and natural language processing (NLP) to provide automated services or guidance to humans.

  • What is voice recognition and how does it work?

    Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and perform spoken commands.

  • W

    Workforce management (WFM) software

    Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis.

  • workforce optimization (WFO) software

    Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance.