Glossary

Customer relationship management (CRM) refers to technology that helps companies build authentic, meaningful relationships with customers and prospective customers.

First contact resolution (FCR) is an important metric that tracks how often your customers’ queries are resolved after their first interaction with support.

Customer onboarding welcomes customers to your product or service, helps them get acquainted with your features, and sets them up for long-term success.

A marketing-qualified lead (MQL) is a qualified prospect who has interacted with a brand’s marketing content, but hasn’t yet engaged with sales

Explore the differences between a help desk and a service desk, and see how both provide customer service for internal and external customers.

Before a customer buys from your brand, they will go on their own journey to the path to purchase. It’s important to understand that experience.

Find out how call centers work, how technology helps them operate efficiently, and how they contribute to customer service and the customer experience.

Customer lifetime value (CLV, or CLTV) represents the total estimated amount a customer spends on your company in a lifetime.

A marketing campaign is a well-planned and executed strategy to increase brand recognition, engagement, sales, and/or customer loyalty.