E-Commerce
E-commerce, a growing extension of marketing automation and sales automation, drives sales by closing the deal through automated payments via e-commerce platforms. Here, find the latest news and strategies for deploying e-commerce business.
Top Stories
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Feature
04 Nov 2024
7 Black Friday statistics for 2024
Black Friday and Cyber Monday are two of the biggest online shopping events of the year. Industry studies show this holiday season will increase over 2023 sales. Continue Reading
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Tip
08 Oct 2024
15 best practices for contact center agent training programs
Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI. Continue Reading
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Feature
08 Oct 2024
FTX scam explained: Everything you need to know
Cryptocurrency values rose in 2021 but started to decline in 2022, causing some exchange platforms to fold. FTX appeared to stay strong -- until news broke of an elaborate scam. Continue Reading
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Tip
04 Oct 2024
Contact center fraud: How to detect and prevent it
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers. Continue Reading
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Tip
03 Oct 2024
Contact center monitoring: A step-by-step guide
A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services. Continue Reading
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News
20 Sep 2024
Amazon offers new generative AI tool for e-commerce sellers
Project Amelia is a selling expert that provides sellers with answers to questions. It makes use of broad knowledge and will soon provide answers to complex problems. Continue Reading
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Definition
16 Sep 2024
What is actionable intelligence?
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. Continue Reading
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Definition
10 Sep 2024
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. Continue Reading
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Tip
06 Sep 2024
7 essential steps to create a contact center RFP
Successful contact center RFPs are built on collaboration, vendor research, countless questions and answers, scorecards, shortlists, trial runs, bakeoffs and the final decision. Continue Reading
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Tip
27 Aug 2024
Contact center outsourcing: What businesses need to know
Businesses use contact center outsourcing to alleviate agent understaffing, expand customer service and reduce costs, but loss of control and service inconsistency are concerns. Continue Reading
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Tip
27 Aug 2024
Why contact centers have high turnover and how to combat it
The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution. Continue Reading
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Tip
22 Aug 2024
How frictionless authentication works in online payments
Online retailers face a challenge: Make the payment process quick and easy for legitimate customers but not for fraudsters. Frictionless authentication can help. Continue Reading
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Tip
21 Aug 2024
How to manage today's remote contact center agents
Technologies like agent analytics, video conferencing, collaboration tools, workforce management applications and cloud software can help manage remote contact centers. Continue Reading
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Tip
21 Aug 2024
The ultimate contact center security checklist
If customers know organizations can keep their data safe in the contact center, they have more positive experiences. This checklist of best practices can help establish that trust. Continue Reading
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Tip
20 Aug 2024
10 strategies to improve contact center agent performance
Call monitoring, skills-based routing, positive reinforcement, training resources and coaching can help contact center agents improve their performance and customer interactions. Continue Reading
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Feature
16 Aug 2024
History and evolution of contact centers
Alexander Graham Bell, Steve Jobs and the Baby Bells played notable roles in the contact center's transformation into the front line of communication for businesses and customers. Continue Reading
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Feature
14 Aug 2024
The ultimate guide to contact center modernization
Advanced technologies, omnichannel support, agent performance, data security and ROI are keys to modernizing contact centers, but AI integration and customer personalization dominate. Continue Reading
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Answer
12 Aug 2024
10 must-have contact center skills for agents in 2024
Contact center agents must have a wide range of interpersonal and technological skills to interact with customers and resolve their issues in a timely and empathetic manner. Continue Reading
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Tip
09 Aug 2024
10 best practices for contact center quality assurance
To ensure quality and results in the contact center, businesses must define clear metrics, use real-time analytics, seek customer feedback, upskill agents and automate everywhere. Continue Reading
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Report
09 Aug 2024
15 essential contact center features
Today's multifunctional contact centers must cut through the product hype and incorporate software features that meet customer demands for fast, seamless and personalized service. Continue Reading
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Feature
31 Jul 2024
7 contact center trends for 2024 and beyond
As contact centers trend toward becoming viable profit centers, AI's influence is at the core of conversational analytics, omnichannel communications and a mobile-first strategy. Continue Reading
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Tip
26 Jul 2024
How to improve the contact center experience for customers
Customers want their contact center interactions to be fast, seamless, tailored and personal in the form of mobile apps, self-service, improved IVR and knowledgeable human agents. Continue Reading
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Tip
24 Jul 2024
12 top contact center platforms of 2024
Which came first: the evolution of the contact center or the evolution of its supporting software? It's the old chicken-and-egg debate. Either way, AI is the catalyst. Continue Reading
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Definition
23 Jul 2024
What is the law of diminishing returns?
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. Continue Reading
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News
23 Jul 2024
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies. Continue Reading
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Tip
19 Jul 2024
8 contact center challenges in 2024 and how to overcome them
Multifunctional contact centers must meet the expectations of savvy customers, hire and maintain qualified agents, monetize data, safeguard information and modernize operations. Continue Reading
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Feature
16 Jul 2024
10 types of contact centers explained
Contact centers are the front line of communication between the enterprise and customers. But no two facilities are alike, so it's best to know which type fits business goals. Continue Reading
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Feature
09 Jul 2024
5 key contact center AI features and their benefits
As multifunctional contact centers evolve in complexity and importance, AI and GenAI integration are advancing self-service chatbots, customer insights and agent monitoring. Continue Reading
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Feature
02 Jul 2024
8 benefits of a modern contact center
Contact centers and their multifunctional capabilities can provide businesses with a competitive edge through improved agent performance, customer engagement and brand loyalty. Continue Reading
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News
22 May 2024
Salesforce to roll out marketing, e-commerce Einstein Copilots
Salesforce drops a number of new features for commerce and marketing users. Chief among them are generative AI copilots for marketing and e-commerce. Continue Reading
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Feature
07 May 2024
10 notable zombie brands
Remember those nostalgic brands like Sears and Toys R Us? They might not be officially dead as they try to come back to life and become a zombie brand. Continue Reading
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Feature
01 May 2024
Binance money laundering scandal explained: What to know
CEO Changpeng Zhao wanted Binance to be the world's largest cryptocurrency exchange; however, the U.S. filed criminal charges due to lax compliance and money laundering schemes. Continue Reading
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News
26 Apr 2024
Google delays third-party 'Cookiepocalypse' until 2025
Google has yet again delayed the deprecation of third-party cookies. Marketers and advertisers now have until 2025 to remediate their ad tech. Continue Reading
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News
24 Apr 2024
HubSpot embraces GenAI with Service Hub updates and more
A reimagined, generative AI-infused Content Hub leads the way for a passel of HubSpot updates for users of its sales, service, marketing and digital payment platforms. Continue Reading
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Feature
24 Apr 2024
Bitcoin halving explained: Everything you need to know
Since its 2009 inception, bitcoin surged from $0 to a peak of $69,000 in Nov. 2021. To control supply, a halving event happens to limit mining rewards and slow bitcoin creation. Continue Reading
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Tip
23 Apr 2024
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers. Continue Reading
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News
22 Apr 2024
SAP Emarsys launches Product Finder AI shopping tool
SAP Emarsys moves deeper into generative AI with Product Finder, a product recommendation tool that promises to improve e-commerce and marketing message relevancy. Continue Reading
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Definition
10 Apr 2024
internet
The internet, sometimes simply called 'the net,' is a worldwide system of interconnected computer networks and electronic devices that communicate with each other using an established set of protocols. Continue Reading
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Tip
12 Mar 2024
8 free marketing automation tools for SMBs
Marketing automation can help any business engage more customers, but SMBs might need it most. These free tools can help small marketing teams get started with automation. Continue Reading
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Definition
05 Mar 2024
digital strategy (digital media strategy)
A digital strategy, sometimes called a digital media strategy, is a plan for maximizing the business benefits of data assets and technology-focused initiatives. Continue Reading
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Definition
05 Feb 2024
neobank
A neobank is a type of fintech that offers direct banking services to individuals and organizations, without traditional physical branches. Continue Reading
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News
19 Jan 2024
Salesforce unveils retail shopping and marketing AI tools
The CRM vendor brings generative AI to analytics and management tools for businesses' marketing teams and Copilot for Shoppers for swifter product discovery and purchase. Continue Reading
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Definition
08 Jan 2024
cost price
Cost price is the total amount of money that it costs a manufacturer to produce a given product or provide a given service. Continue Reading
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News
04 Jan 2024
Google begins phasing out third-party cookies in Chrome
The search giant starts limiting cross-site tracking to respond to consumer privacy concerns, while aiming to preserve ad revenue and skirt pushback from U.K. regulators. Continue Reading
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Definition
13 Dec 2023
e-commerce
E-commerce (electronic commerce) is the buying and selling of goods and services, or the transmitting of funds or data, over an electronic network, primarily the internet. Continue Reading
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Feature
21 Nov 2023
SAP's Mirakl integration improves B2B e-commerce experience
Mirakl's platform lets B2B e-commerce companies create an online shopping experience that is more like B2C -- easier to configure, with a simpler interface for the end user. Continue Reading
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Feature
17 Nov 2023
Embedded finance explained: Everything you need to know
When someone uses an app to request a ride, purchase from TikTok or order food, they are engaging in embedded finance. These options are growing and reshaping financial services. Continue Reading
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News
26 Oct 2023
How Amazon AI image generation could help advertisers
The tech giant joins others using generative AI technology to cater to advertisers and help small businesses scale their advertising through personalization. Continue Reading
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News
11 Oct 2023
Adobe unveils Firefly AI models to quickly make vivid images
The CX and multimedia vendor amps up its generative AI image creation offerings with Prompt Guidance, vector graphic production, template generation and photo-style image tweaks. Continue Reading
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News
04 Oct 2023
Meta introduces generative AI features for advertisers
The capabilities include a background generation feature, an image expansion tool for fitting aspect ratio across different mediums, and a text variation tool for copy. Continue Reading
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News
25 Sep 2023
Shopify adds Audiences integrations for more segmentation
The e-commerce vendor builds on its customer segmentation capabilities by adding platform integrations with Snapchat, Criteo and TikTok for creating lists of target contacts. Continue Reading
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Feature
14 Sep 2023
Social media marketing strategies: Cut cliches, add opinions
Effective online engagement with customers starts with conversations that use feelings and opinions, rather than cliches and facts, to build lasting relationships. Continue Reading
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Definition
17 Jul 2023
platform economy
Platform economy is the tendency for commerce to increasingly move toward and favor digital platform business models. Continue Reading
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Feature
13 Jul 2023
11 social commerce statistics for 2023
As consumers spend an increasing amount of time on social media, it's important for brands to meet them where they are and integrate social commerce into marketing strategies. Continue Reading
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Tip
26 Jun 2023
8 SMS marketing software to know in 2023
SMS marketing is the best way to reach customers where they are. These platforms can help organizations send automated replies, add personalization and integrate with other tools. Continue Reading
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News
09 Jun 2023
LinkedIn unveils generative AI-based tools for B2B marketers
The professional network's new products let marketers create ad copy, message other company Pages, and post different types of ads to attract buyers throughout the buying process. Continue Reading
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News
16 May 2023
SAP's new CX tools for retailers include generative AI assistant
The vendor's new tools include Digital Assistant for better personalization, accelerators to use customer data to improve CX, and a platform to sell excess products on the market. Continue Reading
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News
11 May 2023
Google adds Adobe's image generator, Firefly, to Bard
The AI-backed chatbot will have artmaking abilities with Firefly, an image generator that was trained on hundreds of stock images to avoid copyright infringement. Continue Reading
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Tip
11 May 2023
Top 10 SMS marketing best practices
Customers may be willing to opt into receiving texts from a brand, but marketers should follow various best practices to ensure they don't overload or overstep with customers. Continue Reading
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News
09 May 2023
Coveo brings AI to SAP Commerce Cloud search
The Coveo Search and Recommendations platform can now be integrated into SAP Commerce Cloud, echoing a trend in e-commerce and bolstering the enterprise vendor's embrace of AI. Continue Reading
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News
02 May 2023
Microsoft releases Teams Payments app for small businesses
The tech giant brings transaction capabilities to its Teams platform, expanding digital commerce options for small businesses that offer online services through Teams. Continue Reading
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News
19 Apr 2023
Salesforce integrates Einstein GPT and Data Cloud into Flow
The CRM giant updated Flow, its automation toolkit, with generative AI and Data Cloud capabilities to trigger automatic responses using natural language prompts and real-time data. Continue Reading
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News
27 Mar 2023
Canva steps up design game with new AI-powered design tools
The platform provides accessible tools for small businesses that need design help. Canva is also escalating its technology to compete against bigger design platforms such as Adobe. Continue Reading
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News
21 Mar 2023
Adobe Firefly brings generative AI image marketing tool
The CX giant's Firefly is an image creator trained on millions of visuals from Adobe stock content to understand written commands and make images for better marketing. Continue Reading
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Definition
14 Mar 2023
transaction
In computing, a transaction is a set of related tasks treated as a single action. Continue Reading
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News
13 Mar 2023
CX personalization drives strategy for customer data mining
Users are more likely to engage with custom-made, exclusive digital experiences, which ease the flow of zero- and first-party data back to the vendor for improved CX strategies. Continue Reading
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News
06 Mar 2023
Microsoft's new Dynamics 365 Copilot uses generative AI
Copilot accelerates routine tasks for marketing and sales teams like creating email responses and collecting customer insight data, intensifying the AI race in CRM software. Continue Reading
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Definition
27 Feb 2023
hosting (website hosting, web hosting and webhosting)
Web hosting -- also known as website hosting or webhosting -- is the process where a web hosting provider stores and maintains website files and applications on a server to make its customers' websites accessible on the internet. Continue Reading
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Feature
06 Feb 2023
Cryptocurrency and taxes explained: What you need to know
Cryptocurrency is not treated the same as other currency when it comes to taxes. Since the government classifies cryptocurrency as an asset, there are some important guidelines. Continue Reading
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Definition
06 Feb 2023
B2C (business-to-consumer)
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. Continue Reading
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News
03 Feb 2023
Salesforce upheaval likely as Elliott Management moves in
As the CRM and CX giant's financial fortunes have sagged in recent years, activist investor funds have targeted the vendor for cuts that could slow technology R&D and investment. Continue Reading
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Definition
02 Feb 2023
Pinterest
Pinterest is a social curation website for sharing and categorizing images found online. Continue Reading
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Definition
31 Jan 2023
market basket analysis
Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns. Continue Reading
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Definition
31 Jan 2023
digital cash (e-cash)
Digital cash is a system of purchasing cash credits, storing the credits in your computer or digital wallet, and then spending them when making electronic purchases over the internet or in person on a mobile device at the point of sale. Continue Reading
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Definition
26 Jan 2023
headless commerce (headless e-commerce)
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. Continue Reading
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News
18 Jan 2023
Microsoft and Salesforce step up smart store retail tech
The tech giants are quickly evolving their technologies aimed at the brick and mortar commerce market, with new software for smart store analytics, CX and retail associates. Continue Reading
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Feature
17 Jan 2023
How is cryptocurrency valued?
Because cryptocurrency is not regulated, several factors affect its value, including demand, utility, competition and mining. Continue Reading
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Tip
12 Jan 2023
6 e-commerce email marketing strategies to heed
Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue. Continue Reading
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Tip
11 Jan 2023
Top 10 PIM software products in 2023
PIM systems can come as standalone products, but many fit within larger digital experience platforms. Top PIM products include Acquia PIM, Precisely EnterWorks and Sales Layer. Continue Reading
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News
04 Jan 2023
Telus completes WillowTree acquisition in $1.2B CX deal
Telus acquired the developer of customer experience products, including mobile apps and unified web interfaces, and strengthened its position in the custom CX and UI market. Continue Reading
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News
04 Jan 2023
Salesforce 2023 layoff plans follow recent executive exodus
Changes continue to shake up Salesforce, with a 10% workforce reduction and office space closures this year following recent departures of top executives. Continue Reading
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Tip
21 Dec 2022
Top 8 e-commerce marketing platforms to consider
An e-commerce marketing strategy is no longer optional. Organizations need a marketing platform that meets their e-commerce teams' needs, can customize websites and is affordable. Continue Reading
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Tip
12 Dec 2022
3 benefits of product information management systems
PIM systems help retailers manage product information across channels. Key PIM system benefits include improved employee experience and reduced data entry errors. Continue Reading
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Tip
05 Dec 2022
10 e-commerce marketing strategies for your business
Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan. Continue Reading
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Tip
02 Dec 2022
How to choose the right PIM system for your business
PIM systems ensure sales channels display accurate product information. To find the right system, e-commerce leaders must first identify business goals and required features. Continue Reading
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Feature
01 Dec 2022
PIM vs. DAM: What's the difference?
PIM and DAM systems help retailers manage information, but they focus on different information types. PIM systems aggregate product details, whereas DAM systems store multimedia. Continue Reading
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Guest Post
07 Nov 2022
Top e-commerce challenges for 2023 and how to overcome them
2023 will bring many e-commerce challenges that were exacerbated by the COVID-19 pandemic, like international trade and rising customer expectations. Here's how to overcome them. Continue Reading
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Feature
24 Oct 2022
B2B vs. B2C e-commerce: What's the difference?
B2B e-commerce websites offer many ways to reach agents, whereas B2C sites prioritize self-service. E-commerce leaders must build their websites to meet their customers' needs. Continue Reading
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Answer
21 Oct 2022
Why is social media important for e-commerce?
To increase transparency, organizations can integrate social media with their e-commerce platform and enable users to post reviews and rate their products. Continue Reading
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Definition
20 Oct 2022
email
Email (electronic mail) is the exchange of computer-stored messages from one user to one or more recipients via the internet. Continue Reading
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Answer
13 Oct 2022
How does e-commerce search work?
Effective e-commerce search relies on detailed product descriptions and metadata. Also, features like autofill and search filters can help organizations offer accurate results. Continue Reading
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Tip
27 Sep 2022
6 product information management best practices
PIM systems maintain accurate product data across channels. For a successful implementation, business leaders should identify their needs and compare software products. Continue Reading
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Tip
01 Sep 2022
How to create an e-commerce content strategy to improve sales
A content strategy that includes headless CMS, useful product information and visuals can draw the customer's focus to your product and improve your sales. Continue Reading
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News
26 Aug 2022
Cloud e-commerce revives product information management tech
E-commerce managers have dusted off a tech oldie: the PIM system, 1990s tech that predates the internet's mass adoption. The new tools, of course, are way cooler. Continue Reading
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Tip
24 Aug 2022
Top 10 e-commerce software companies
E-commerce platforms can help organizations design and operate engaging online shops. Companies like SAP have offerings for large enterprises, whereas GoDaddy and Wix target SMBs. Continue Reading
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Tip
16 Aug 2022
Key steps for an e-commerce planning process
E-commerce can help organizations grow their business online, but the venture brings the most success if planned properly. These steps can start organizations on the right path. Continue Reading
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News
10 Aug 2022
Salesforce adds headless commerce capabilities
Salesforce enables 'composable commerce' -- headless e-commerce, where users bring their own interface designs -- for large brick-and-mortar retailers and online-only sellers. Continue Reading
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News
25 Jul 2022
SAP green CX tech aids sustainable retail, B2B sales
SAP users can tackle sustainable e-commerce -- and be accountable to customers wary of 'greenwashing' -- with a bundle of Qualtrics, CDP, e-commerce and other tech tools. Continue Reading
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News
29 Jun 2022
Salesforce users get more low-code automation, including RPA
Salesforce integrates MuleSoft RPA and Composer with Salesforce Flow, which avails low-code process automation and bot creation to line-of-business users. Continue Reading
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Answer
28 Jun 2022
How do you know when you've outgrown your e-commerce platform?
When an e-commerce system's native content management capabilities no longer meet business needs, companies should consider integrating it with a content management system. Continue Reading
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Answer
08 Jun 2022
What IT skills are required for e-commerce?
While e-commerce involves a lot of marketing and sales, it also requires IT expertise to keep platforms running. Explore seven technical skills needed for e-commerce platforms. Continue Reading
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News
08 Jun 2022
Salesforce moves forward with controversial NFT Cloud pilot
Salesforce integrates with TikTok and adds marketing and e-commerce features to its platform -- including NFT Cloud, which sparked controversy earlier this year. Continue Reading