50 people might give 50 different answers, but to us customer engagement is the collection of interactions that an organization has with its customers.  That certainly includes sales experiences – whether in-person, remote, or through eCommerce.  But it also includes customer support and customer success teams, support forums, marketing efforts, invoicing and billing, and in some cases even just the act of a customer using the product.  For the pieces of this puzzle that involve customer’s accessing data about their account (whether self-service or through an employee of the serving organization), that data often must come from the ERP system and be delivered in an easier-to-use tool, such as a customer/distributor portal for self-service or a CRM for internal use.