Customer data management

Customer data management includes monitoring data integrity, privacy and security for CRM platforms and, for some organizations, separate customer data platforms while maintaining updated, compliance customer records across sales, marketing service and e-commerce operations.

Top Stories

Tip 04 Apr 2024
Data protection vs. data backup: How are they different?

They might be viewed as separate functions, but data backup should be part of an overall data protection strategy to thwart ransomware and comply with stringent privacy laws. Continue Reading
Tip 03 Apr 2024
How to conduct a data privacy audit, step by step

The vital importance of a data privacy audit can't be underestimated in today's climate of proliferating customer data, more stringent regulations and sophisticated cyber threats. Continue Reading

Feature 01 Apr 2024

6 business benefits of data protection and GDPR compliance

Complying with GDPR and avoiding severe fines is a primary goal of businesses, but the data governing principles and security tools to achieve compliance yield systemic benefits. Continue Reading
Definition 29 Mar 2024

RFM analysis (recency, frequency, monetary)

RFM analysis is a marketing technique used to quantitatively rank and group customers based on the recency, frequency and monetary total of their recent transactions to identify the best customers and perform targeted marketing campaigns. Continue Reading
Opinion 28 Mar 2024

IT leaders curb GenAI enthusiasm at Enterprise Connect

IT leaders at Enterprise Connect expressed enthusiasm for GenAI experimentation in customer experience as well as circumspection that vendors should take on board. Continue Reading
Feature 26 Mar 2024

6 data privacy challenges and how to fix them

Fragmented data protection laws, technology disruptions, AI adoption, data governance and consumer trust are among the complex issues confronting businesses in need of remedies. Continue Reading
Feature 15 Mar 2024

The importance of ethics in information management

Advancements in data collection and processing may tempt information management professionals to use as much customer data as possible. Yet, more data use means less privacy. Continue Reading
News 04 Mar 2024

What's next for Salesforce Einstein AI and Data Cloud

What's next for Salesforce as it builds Data Cloud and integrates it with Einstein AI? EVP and GM of both, Rahul Auradkar, explains what to expect. Continue Reading
News 28 Feb 2024

Google unfazed by advertiser criticism of third-party cookie plan

Google is working with U.K. regulators on its plan to phase out third-party cookies this year, despite pushback from an advertisers group. Meanwhile, bots are affecting ad traffic. Continue Reading
Definition 26 Feb 2024

data broker (information broker)

A data broker, also called an information broker or information reseller, is a business that collects large amounts of personal information about consumers. Continue Reading
News 21 Feb 2024

GenAI chatbots for customer care create new level of liability

Air Canada found liable for promises its chatbot made against the airline's policy; CX leaders discuss best practices for using generative AI in chatbots. Continue Reading
News 07 Feb 2024

Email marketers feel Google, Yahoo DMARC policy change

As marketers face changes to email authentication and third-party cookie deprecation, contact centers are a treasure trove of first-party data to drive multichannel campaigns. Continue Reading
Definition 31 Jan 2024

consumer data

Consumer data is the information that organizations collect from individuals who use internet-connected platforms, including websites, social media networks, mobile apps, text messaging apps or email systems. Continue Reading
Definition 25 Jan 2024

Google Bigtable

Google Bigtable is a distributed, column-oriented data store created by Google Inc. to handle very large amounts of structured data associated with the company's Internet search and Web services operations. Continue Reading
Definition 22 Jan 2024

transactional data

In computing, transactional data is the information collected from transactions. Continue Reading
News 16 Jan 2024

FCC adopts lead generation rules to protect consumer privacy

The new rules aim to protect consumers from scam communications perpetuated by robocalls and robotexts and give consumers the ability to choose which companies can contact them. Continue Reading
Definition 08 Jan 2024

data feed

A data feed is an ongoing stream of structured data that provides users with updates of current information from one or more sources. Continue Reading
Video 08 Jan 2024

What is sentiment analysis?

Learn how AI is used to perform sentiment analysis, the different categories of sentiment that can be identified and how the analysis can be used to improve customer satisfaction. Continue Reading
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
Feature 14 Dec 2023

The value of a total experience platform

Combining customer, employee, omnichannel and multichannel, and UX platforms and tools into a total experience offering improves visibility, metrics and insights. Continue Reading
Feature 14 Dec 2023

5 important contact center AI features and their benefits

The most important contact center advancements will revolve around AI. Examine the use of AI technology in the contact center and the benefits these features deliver. Continue Reading
News 20 Nov 2023

Acquia takes on web content accessibility with Monsido buy

Acquia adds generative AI and accessibility checker tools to its digital experience platform; partnerships avail close integrations of A/B testing and content personalization tools. Continue Reading
Definition 16 Nov 2023

buyer persona

A buyer persona is a composite representation of a specific type of customer in a market segment. Continue Reading
News 08 Nov 2023

Zendesk unveils tools for agents to improve customer service

The customer service and CRM vendor unveiled no-code tools, including a layout builder to let teams customize agent interfaces for specific roles and workflows. Continue Reading
News 25 Oct 2023

SAP broadens CX offerings with new AI tools for Joule

The ERP software vendor brings AI-based tools to strengthen identity and data security as well as end-to-end personalization to highlight its customer experience offerings. Continue Reading
News 25 Oct 2023

SurveyMonkey launches Build with AI to create surveys faster

The vendor releases generative AI capabilities to let users build custom questionnaires quickly and incorporate prompts that will yield better responses from customers. Continue Reading
Definition 19 Oct 2023

CRM (customer relationship management)

Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. Continue Reading
News 18 Oct 2023

How YouTube's new AI-powered product aids advertisers

The online video-sharing and social media platform is now using the AI technology as a way to help advertisers place ads on videos that better reach the intended audience. Continue Reading
Definition 17 Oct 2023

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 an analysis or assessment. Continue Reading
News 16 Oct 2023

Talkdesk expands its AI offerings for the contact center

The cloud-based contact center provider adds more tools to monitor large language model-supported capabilities, which are becoming commonplace offerings for CX vendors. Continue Reading
Definition 11 Oct 2023

Salesforce

Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. Continue Reading
Definition 02 Oct 2023

virtual assistant (AI assistant)

A virtual assistant, also called an AI assistant or digital assistant, is an application program that understands natural language voice commands and completes tasks for the user. Continue Reading
News 26 Sep 2023

SurveyMonkey Forms has new templates, pre-built prompts

The vendor brings new capabilities such as pre-built question fields with Forms, an online form creation tool, to make it easier for businesses to collect data from customers. Continue Reading
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
Definition 20 Sep 2023

Microsoft Dynamics 365

Dynamics 365 is a cloud-based portfolio of business applications from Microsoft that are designed to help organizations improve operational efficiency and reduce business complexity while controlling costs. Continue Reading
Definition 19 Sep 2023

microtargeting

Microtargeting (also called micro-niche targeting) is a marketing strategy that uses consumer data and demographics to identify the interests and preferences of specific individuals or small groups to send targeted advertisements that align with their interests. Continue Reading
News 19 Sep 2023

Oracle's CX GenAI tools consolidate data, manage knowledge

The cloud platform vendor unveiled GenAI tools to increase productivity for marketers, sales teams and customer service agents by creating content and retrieving information. Continue Reading
News 24 Aug 2023

Salesforce unveils new tools for field service workers

The CRM vendor's new tools for service workers include a virtual appointment scheduler and a platform to view details about customers' purchased products and service history. Continue Reading
News 23 Aug 2023

Twilio's new CDP tool unites data for more personalization

Twilio's new tool uses its customer data platform, Segment, to connect real-time unified customer profiles with isolated data and boost marketing customization for better CX. Continue Reading
Definition 22 Aug 2023

heat map (heatmap)

A heat map is a two-dimensional representation of data in which various values are represented by colors. Continue Reading
Feature 17 Aug 2023

Genesys offers workforce management tool to measure EX

A contact center management firm uses a Genesys tool that collects information about employees' experience to uncover organizational weaknesses and identify ways to improve. Continue Reading
Feature 16 Aug 2023

Online forms tool offers custom designs and user insights

Digital marketing agency SmartBug Media uses digital customer survey platform Typeform to create custom-designed, brand-appropriate questionnaires and collect user data insights. Continue Reading
Tip 08 Aug 2023

How to collect customer feedback

Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment. Continue Reading
Tip 03 Aug 2023

How to gather and evaluate customer sentiment

Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading
Tip 31 Jul 2023

ABM vs. demand generation: How are they different?

ABM and demand generation differ in significant ways. But when approached correctly, the two can complement one another, leading to higher revenue and long-term customer loyalty. Continue Reading
Answer 26 Jul 2023

How do companies protect customer data?

Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others. Continue Reading
Definition 25 Jul 2023

customer journey map

A customer journey map is a visual representation of the stages a customer goes through when interacting with a company. Continue Reading
Tip 25 Jul 2023

Top 12 demand-generation strategies for quality leads

Demand generation can play a key role in increasing revenue. Learn some effective demand-generation strategies that stimulate interest in a company's product or service. Continue Reading
Tip 24 Jul 2023

Top 9 benefits of account-based marketing

Account-based marketing is a targeted approach to building or strengthening customer relationships. Learn how this strategy can make your marketing campaigns even more effective. Continue Reading
Definition 20 Jul 2023

dimension table

In data warehousing, a dimension table is a database table that stores attributes describing the facts in a fact table. Continue Reading
Tip 19 Jul 2023

How to fit customer experience security into your strategy

Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX. Continue Reading
Tip 19 Jul 2023

7 ways to collect customer data that keep you compliant

Organizations can collect customer data through cookies and sales transactions, but they must be transparent and ensure they follow government regulations for data privacy. Continue Reading
News 18 Jul 2023

Microsoft releases Sales Copilot, teases Insights tools

The tech giant released generative AI-supported functions for sellers to generate text and summaries, and unveiled new Dynamics 365 Customer Insights tools for marketers. Continue Reading
Tip 13 Jul 2023

8 customer journey KPIs that businesses should track

To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck. Continue Reading
News 10 Jul 2023

Genesys Cloud CX gets FedRAMP certified for government use

The CX vendor obtained Moderate Impact level authorization for its Genesys Cloud CX platform, bolstering security and safeguarding internal operations for U.S. government users. Continue Reading
News 06 Jul 2023

Event analytics tool answers CX data queries using ChatGPT

Mixpanel aims to improve users' CX strategy with its new generative AI-supported data query tool, which lets users type CX data-related questions and get answers in chart format. Continue Reading
Feature 21 Jun 2023

Using Fibery to build The Ultimate Workspace for solopreneurs

The no-code digital workspace vendor for SMBs brings total customization to online knowledge hubs and generative AI tools to build online workspaces and create content quickly. Continue Reading
News 15 Jun 2023

Tableau analytics platform tightens connection to Salesforce

The update includes a tightened connection to Salesforce aimed at making it easier for joint customers to work with their customer data. The update also provides more functions. Continue Reading
Tip 15 Jun 2023

8 CX challenges facing organizations and how to address them

There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level. Continue Reading
News 13 Jun 2023

Salesforce moves forward with secure, private generative AI

With its new AI Cloud and built-in Einstein GPT Trust Layer, The CRM and CX vendor is investing in generative AI technology and adding data security and privacy features. Continue Reading
News 12 Jun 2023

Salesforce unveils AI Cloud with new Einstein GPT Trust Layer

AI Cloud houses the Einstein GPT Trust Layer with generative AI safety features, including data masking to remove personal information from data sent to large language models. Continue Reading
News 07 Jun 2023

Salesforce adds GPT to Commerce and Marketing clouds

The CRM giant adds generative AI capabilities and an expanded Google partnership to help marketers bring personalized content to customers and improve CX. Continue Reading
Definition 06 Jun 2023

digital ecosystem

A digital ecosystem is a group of interconnected information technology resources that can function as a unit. Continue Reading
Definition 24 May 2023

third-party cookie

A third-party cookie is a cookie that's placed on a user's device -- computer, cellphone or tablet -- by a website from a domain other than the one the user is visiting. Continue Reading
Definition 23 May 2023

Adobe Experience Platform

Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe. Continue Reading
Tip 19 May 2023

Top 10 customer data privacy best practices

To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings. Continue Reading
Definition 18 May 2023

customer analytics (customer data analytics)

Customer analytics, also called customer data analytics, is the systematic examination of a company's customer information and behavior to identify, attract and retain the most profitable customers. Continue Reading
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
Definition 10 May 2023

customer segmentation

Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits. Continue Reading
Definition 02 May 2023

build to order

Build to order is a methodology and manufacturing practice where a product is created once a confirmed order is received. Continue Reading
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
News 14 Apr 2023

Zendesk teams with OpenAI for new AI-backed CX tools

The CX giant's partnership with OpenAI brings new tools to help CX personnel summarize content, create knowledge bases and macros, and quickly compose ticket responses. Continue Reading
News 06 Apr 2023

Overcoming data privacy challenges in digital marketing

As access to customers' personal data tightens, online marketers must reevaluate their strategies to reach their desired targets in an effective and creative way. Continue Reading
News 27 Mar 2023

Amazon Chime SDK gets new tools for call analytics insights

The communications service's new call analytics tool set enables users to conduct voice tone analysis to track customer sentiment and send the data to their preferred data lake. Continue Reading
News 22 Mar 2023

Adobe unveils new collaboration tool for marketing teams

The CX giant revealed new technology for faster workflows between marketing, product and data teams to collaborate on marketing campaigns in its new Product Analytics platform. Continue Reading
Definition 22 Mar 2023

customer data platform (CDP)

A customer data platform (CDP) is a type of software application that provides a unified platform of customer information that can be collected, viewed or accessed by other systems. Continue Reading
News 21 Mar 2023

Adobe and RainFocus pair for more data insight at events

The CX software giant pairs with the event marketing services vendor to provide customers with tools for deeper personalized experiences at in-person and online events. Continue Reading
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
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
News 01 Mar 2023

Generative AI-supported tools coming from Pegasystems

CRM platform Pega Infinity will incorporate artificial intelligence language tools for quicker task management, insight visualization and app development. Continue Reading
Definition 27 Feb 2023

Salesforce Customer 360

Salesforce Customer 360 is a collection of tools that connect Salesforce apps and create a unified customer ID to build a single view of the customer. Continue Reading
Definition 24 Feb 2023

data lifecycle

A data lifecycle is the sequence of stages that a particular unit of data goes through from its initial generation or capture to its eventual archival and/or deletion at the end of its useful life. Continue Reading
Definition 15 Feb 2023

identity resolution

Identity resolution is a data management process that links a customer's online behavior to their unique identity by gathering different data sets and identifying non-obvious relationships. Continue Reading
Definition 06 Feb 2023

Net Promoter Score (NPS)

Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services. Continue Reading
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
Definition 01 Feb 2023

market segmentation

Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups. Continue Reading
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
Definition 27 Jan 2023

social media influence

Social media influence is a marketing term that describes an individual's ability to affect other people's thinking in a social online community. Continue Reading
Feature 23 Jan 2023

Compare the top 13 CDP software products in 2023

CDPs, which vendors may sell as standalone products or as subsets of CRM systems, help organizations build detailed customer profiles. Top CDPs include Emarsys and Oracle Unity CDP. Continue Reading
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
Definition 10 Jan 2023

customer acquisition cost

Customer acquisition cost is the fee associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs. Continue Reading
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
Tip 27 Dec 2022

4 types of customer data platforms

Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data. Continue Reading
Definition 20 Dec 2022

surveillance capitalism

Surveillance capitalism is an economic theory proposed by Harvard Business School Professor Emerita Shoshana Zuboff in 2014 that describes the modern, mass monetization of individuals' raw personal data in order to predict and modify their behavior. Continue Reading
Definition 15 Dec 2022

actionable insights

Actionable insights are conclusions drawn from data that can be turned directly into an action or a response. Continue Reading
Feature 14 Dec 2022

4 benefits of a customer data platform

CDPs organize customer data to support personalized CX strategies and compliance. Benefits of CDPs include unified customer profiles and enhanced marketing efforts. Continue Reading
Definition 14 Dec 2022

integration

Integration is the act of bringing together smaller components or information stored in different subsystems into a single functioning unit. Continue Reading
News 13 Dec 2022

MuleSoft CEO Brent Hayward on Salesforce integrations, APIs

In four-plus years since its acquisition, MuleSoft has emerged as vital connective tissue inside and outside the Salesforce platform. Interview with CEO Brent Hayward. Continue Reading
Definition 06 Dec 2022

real-time analytics

Real-time analytics is the use of data and related resources for analysis as soon as it enters the system. Continue Reading
Definition 07 Nov 2022

availability bias

In psychology, the availability bias is the human tendency to rely on information that comes readily to mind when evaluating situations or making decisions. Continue Reading
Definition 01 Nov 2022

system of record (SOR)

A system of record (SOR) is an information storage and retrieval system that stores valuable data on an organizational system or process. Continue Reading
News 19 Oct 2022

Oracle pushes forward with CX tech amid layoff cycle

Rumors of the demise of Oracle marketing, CRM and customer service turn out to be unfounded, as the company forges ahead with vertical-specific CX offerings. Continue Reading