Question 1

What software do you use to track consumer engagement?

Accepted Answer

You can use various types of software to track consumer engagement. Your options include CRM platforms like HubSpot for centralized consumer engagement tracking and marketing automation tools like ActiveCampaign for campaign engagement tracking.

Analytics tools like Hotjar are useful for behavioral tracking, while social media engagement tools like Hootsuite can help you track brand mentions. Lastly, customer support tools like Zendesk can help you track customer support inquiries and resolution times.

Question 2

What is the difference between CRM and customer engagement?

Accepted Answer

CRM involves managing customer information, tracking client interactions, and automating sales and service processes. Customer engagement, on the other hand, focuses on actively interacting with customers across multiple channels (e.g., email, chat, and social media) and creating meaningful experiences to build relationships and loyalty.

Question 3

Is Salesforce a customer engagement platform?

Accepted Answer

Yes, Salesforce is a customer engagement tool, but it is primarily a CRM system with built-in customer engagement features. It offers sales, marketing, and service modules that help businesses track customer interactions, personalize communication, and facilitate multi-channel engagement. Its AI-powered insights and automation enable businesses to deliver personalized and data-driven customer experiences.

Question 4

How is CX different from CRM?

Accepted Answer

CX (customer experience) is the overall perception and satisfaction a customer has with a brand. Meanwhile, CRM is the process that involves storing customer data, tracking interactions, and optimizing relationships for sales and service.

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