Social CRM Definitions

  • B

    brand ambassador

    A brand ambassador is a champion of a company's products and services, though this person often isn't a company employee.

  • C

    customer engagement

    Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness

  • M

    Microsoft Dynamics 365

    Microsoft Dynamics 365 is a cloud-based business applications platform that combines components of customer relationship management (CRM) and enterprise resource planning (ERP), along with productivity applications and artificial intelligence tools.

  • O

    Oracle Commerce Platform

    Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition.

  • S

    SAP Beyond CRM

    SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place.

  • social CRM

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

  • social media listening

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

  • V

    virtual assistant (AI assistant)

    A digital assistant is an application program that can understand natural human language and complete electronic tasks for the end user.

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