Implementation Definitions

  • C

    call center agent (call center representative)

    A call center agent is a person who handles incoming or outgoing customer calls for a business.

  • CRM (customer relationship management)

    Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth.

  • CRM analytics

    CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.

  • customer experience management (CEM or CXM)

    Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.

  • I

    implementation

    Implementation is the execution of any idea, model, or method; in IT, it refers to the process of setting up new software or hardware after a purchase is made.

  • M

    Microsoft Dynamics CRM software

    Microsoft Dynamics CRM software is a customer relationship management package available in the cloud and on premises.

  • P

    project planning

    Project planning is a discipline for stating how to complete a project within a certain timeframe, usually with defined stages, and with designated resources.

  • R

    RFx

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

  • S

    service assurance (SA)

    Service assurance (SA) is a procedure or set of procedures intended to optimize performance and provide management solutions in communications networks, media services and end-user applications. Service assurance is an all-encompassing paradigm that revolves around the idea that maximizing customer satisfaction inevitably maximizes the long-term profitability of an enterprise... (Continued)

  • 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.

  • 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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