Definitions Hub

What is multi-factor authentication (MFA)?

One password is not enough. Multi-factor authentication provides an extra layer of security. Learn about MFA and the several approaches you can take to keep your accounts secure.

What is a call queue?

Sometimes the number of inbound calls exceeds the number of available representatives. That's where call queues come in. Learn how call queues work and how your business can benefit from it.

What is cross-selling?

Cross-selling is an important strategy for maximizing the value of your customer base. Learn what is it, the benefits of cross-selling, and the best ways to use this tactic.

What is cold calling?

If you thought cold calling was dead, think again. Learn the pros and cons of cold calling and how it's used today.

What Is a chatbot? A definitive guide to chatbots

People like variety and in the case of communication, it’s no different. Chatbots help to further streamline communication between people and businesses. Learn how, here.

What is customer advocacy?

Customer loyalty is something every business desires. That's where customer advocacy comes in. Learn the importance of customer advocacy, how it works, and tips to build your own program.

What is sales coaching?

Sales training and coaching sound similar, but one takes your reps to the next level. Learn what sales coaching means and the top strategies used to help your SDRs grow.

What is sales enablement?

Sales enablement is an essential process for business excellence. Learn how this it works, why it's important, and the steps required to set up an effective sales enablement process.

What is call management?

Learn how call management improves employee performance and customer service, all while keeping costs down.

Understanding churn vs. retention

Understand churn vs. retention rates — how they relate, how to calculate them, and most importantly, how to use them to develop a customer loyalty strategy.

The difference between cold, warm, and hot leads

Not all leads are the same. Learn the difference between cold, warm, and hot leads and how to approach each.

What is customer retention?

Plenty of articles discussed gaining customers, but what retaining existing ones? Learn how to calculate retention rate and how to increase customer retention.

What is a lead source?

A lead source is what turns a prospect into a potential customer. Learn about the importance of lead source data and a few tools that can help you effectively track your sources.

What is lead qualification?

Lead qualification is the process of determining if prospective customers will purchase from your business. Learn more about how the process works.

What is unified communications?

In today’s working world, people communicate with one another in many ways. Learn what unified communications means, how it works, and the benefits for businesses.

What is lead nurturing?

Lead nurturing is a valuable marketing and sales strategy that can help you more effectively build customer relationships and improve your ROI. Learn more about this strategy.

What is lead management?

Learn why lead management is critical for your business and the steps involved in the process.

What Is Predictive Analytics?

Predictive analytics takes the data you have and uses it to make insights about the future. Discover the benefits of using predictive analysis and how to get the most out of it.

What Is Partner Marketing?

Partner marketing is a collaboration in which two brands work together to promote one another’s products or services. Learn the types of opportunities and benefits that come along with it.

What Is a Drip Campaign?

A drip marketing campaign is a powerful use of marketing automation technology. Learn what a drip campaign is along with best practices for a successful campaign.

What is call tracking?

Call tracking is the process of determining how callers found your business. Marketing & sales can use call tracking data to measure the success campaigns.

What you need to know about attribution windows

Learn about the different types of attribution windows and formats for reporting.

Google’s Local Pack: What you need to know

Learn about Google's Local Pack and its different features, its advantages and disadvantages for local businesses, and the steps you can take to be shown in the pack.

What is NAP Consistency?

NAP Consistency refers to the accuracy of a location-based business’s Name, Address, and Phone number across all digital platforms.

What is customer success?

Learn all things customer success from Sr. Customer Success Manager, Tameka Hughes, as well as tips for helping your customers thrive.

What is product positioning?

Think of your product positioning as a moving target: it’s an ever-evolving message that responds to changing markets and customers.

What is a product life cycle?

The stages are a product life cycle are development, introduction, growth, maturity, and decline. Discover what goes into each stage and their importance here.