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Bring yourself up to speed with our introductory content.
Get started
Bring yourself up to speed with our introductory content.
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
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Salesforce.org's CRM for education helps UVA students succeed
The University of Virginia is one of a number of institutions using Salesforce.org's Education Cloud CRM to recruit students, track student success and manage alumni relations. Continue Reading
Which vendors make the best CRM for small businesses?
Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind. Continue Reading
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Definitions to Get Started
- What is a 360-degree customer view?
- What are virtual agents and how are they being used?
- What is first call resolution (FCR)?
- What is the law of diminishing returns?
- What is an abandoned call?
- What is an outbound call?
- What is lead-to-revenue management (L2RM)?
- What is relationship marketing?
How does Salesforce Einstein Bot differ from other AI?
Salesforce's no-code bot authoring tool competes with Google, Amazon and Microsoft, but differentiating capabilities make it potentially more useful for the Salesforce user base.Continue Reading
How does Salesforce lead scoring benefit Sales Cloud?
Einstein lead scoring offers a customizable workflow and strives to get better at prediction over time, and Salesforce is one of the top three vendors in the field.Continue Reading
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
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
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
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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
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
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
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
Virtual agents not yet ready for primetime customer service
Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses.Continue Reading
What do GDPR principles mean for CRM data management?
Avoiding General Data Protection Regulation penalties means getting your CRM compliance program in order before the sweeping regulation goes into effect late this spring.Continue Reading
Artificial intelligence technologies a boon for customer insights
AI can help companies shrink the gap between customer data and actionable insight by feeding intelligence into CRM, marketing automation and other operational tools. Here's how.Continue Reading
Compare top CRM systems: SAP, Microsoft, Salesforce, Oracle
The 'CRM platform wars' aren't as hot as, say, the tech battle between smartphone OS vendors. But Oracle, SAP, Salesforce and Microsoft want your business.Continue Reading
Top five benefits of speech analytics tools for contact centers
Learn the top benefits of speech analytics technology for contact centers, and how speech analytics tools can lead to a better customer experience.Continue Reading
Four features of contact center evolution
Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future.Continue Reading
Salesforce Sales Cloud closes the data sharing gap
Salespeople live and die by the close. Closing a sale can be an art form, but there's far more to sealing a deal than artistry. Purchase decisions are based increasingly more on customer experience than product and price. And as competition for ...Continue Reading
Salesforce Customer Success Platform
The Salesforce Customer Success Platform is the official name of the Salesforce portfolio of products.Continue Reading
Salesforce Service Console
The Salesforce Service Console is the centralized interface in the Salesforce Service Cloud with which agents can view all relevant customer information related to a case, as well as their call queue and more.Continue Reading
Wave Analytics Cloud not yet at its crest
Analytics is such a fundamental part of doing business today that even providers not known for the service are jumping into the game. That's what customer relationship management provider Salesforce did when it announced the Wave Analytics Cloud in ...Continue Reading
Salesforce Journey Builder
Salesforce Journey Builder is a feature of the company's Marketing Cloud that manages the customer life cycle: the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service.Continue Reading
Salesforce Data.com
Data.com is the sales and lead generation component of Salesforce.com's Sales Cloud customer relationship management (CRM) platform.Continue Reading
Salesforce Sales Cloud
Salesforce Sales Cloud is a customer relationship management (CRM) platform for sales, marketing and customer support in both business-to-business (B2B) and business-to-customer (B2C) contexts.Continue Reading
Salesforce Marketing Cloud
Salesforce Marketing Cloud is a customer relationship management (CRM) platform for marketers that integrates email, social media and advertising communications and collaboration.Continue Reading
SalesforceIQ
SalesforceIQ is customer relationship management (CRM) software from Salesforce.com that is designed for small and medium-sized businesses (SMB).Continue Reading
Salesforce Wave Analytics (Analytics Cloud)
Salesforce Wave Analytics, also called Analytics Cloud, is a business intelligence (BI) application that is optimized for mobile access and data visualization.Continue Reading
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.Continue Reading
IoT Cloud (Salesforce IoT Cloud)
IoT Cloud is a platform from Salesforce.com that is designed to take in the massive volumes of data generated by devices, sensors, websites and software applications and initiate responses in real time.Continue Reading
CPQ software (configure price quote software)
CPQ (configure, price, quote) is programming that helps sales representatives and self-service customers quickly generate accurate quotes for configurable products and services.Continue Reading
Keep consumers close with mobile location-based services
When stores first began setting up websites, customers suddenly had more flexibility. They could compare prices and make purchases without ever leaving the house. But the online experience didn't replace the in-store experience. And now tools like ...Continue Reading
Cloud-based CRM enters new territory for Salesforce partners
Channel partners are pursuing increasingly sophisticated Salesforce implementation projects, helping customers integrate and optimize complex systems.Continue Reading
CRM documentation paves way to successful release management
As companies use a CRM system in the wild, they need to be able to make tweaks, and those changes need to be well-documented.Continue Reading
360-degree view of the customer quiz
Companies constantly chase the "360-degree view of the customer," aiming to merge different data sources to provide timely, consistent service.Continue Reading
CRM platforms alone won't give total customer picture
Some CRM vendors have started to demonstrate the power of unified CRM platforms, enabling companies to manage customer data, analytics, financials and more from a single application and get a unified view. But many companies still struggle with ...Continue Reading
CRM skills training essential for system management
The right CRM training is crucial to the management and development of a CRM system. Make sure your staff has the right CRM skills to survive.Continue Reading
The double-edged sword of location-based technologies
Location-based technologies like personalization are yielding valuable consumer data, but companies need to be careful stewards of the information.Continue Reading
Want to get into mobile marketing? Know your customer
In this book excerpt, author and industry watcher Chuck Martin shows how customers' mobile behaviors should dictate companies' marketing strategies.Continue Reading
Call center operations quiz
Call center operations are working hard to keep up with the technology revolution. Find out why the call center is not just for telephones anymore.Continue Reading
Salesforce AppExchange
Salesforce AppExchange is Salesforce.com's cloud computing marketplace, through which end users can access, download and install custom software applications.Continue Reading
CRM user interface guide
This guide provides an at-a-glance look at Oracle, SAP, Microsoft and Salesforce.com’s user interfaces for their mobile client, Outlook integration and sales dashboards.Continue Reading
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 ...Continue Reading
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.Continue Reading
Five call center sales tips and techniques
In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and ...Continue Reading
loyalty card program
A loyalty card program is an incentive plan that allows a retail business to gather data about its customers. The goal of a loyalty card program is to build repeat business by offering participating customers something that isn't available to ...Continue Reading
Call center metrics quiz answers
With answers from the Call Center Metrics School quiz, learn about call center metrics like average handle time, occupancy and schedule adherence.Continue Reading
Web 2.0 and CRM quiz
This quiz on Web 2.0 and CRM was designed to test your knowledge of Web 2.0 technology and social networking and open your eyes to how this technology can help advance CRM initiatives.Continue Reading
Web 2.0 and CRM quiz answers
Test yourself on Web 2.0 and social networking and how this technology is impacting CRM, with the answers to SearchCRM.com's quiz.Continue Reading
Call center interactive voice response (IVR) system quiz
Call center interactive voice response (IVR) systems continue to expand their functionality. Find out how much you know about today's IVR technology with this quiz.Continue Reading
Call center interactive voice response (IVR) system quiz answers
Find out how you did on SearchCRM.com's call center IVR system quiz with these answers.Continue Reading
Customer Loyalty and Satisfaction Learning Guide
Find out about customer loyalty and satisfaction, marketing, metrics and advice on the best ways to retain customers. This SearchCRM.com guide will lead you through defining, measuring and maintaining customer satisfaction and loyalty. Also, learn ...Continue Reading
Customer loyalty quiz answers
Every organization struggles with customer loyalty. Find out how much you know about customer loyalty with the answers to SearchCRM.com's Customer loyalty quiz.Continue Reading
Customer loyalty quiz
Figuring out how to attract and retain happy customers is a struggle for every organization. Find out how much you know about customer loyalty with this quiz. You'll find the most common terms related to customer loyalty, as well as technology ...Continue Reading