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Bill Patterson
Bill Patterson is executive vice president and general manager of CRM Applications at Salesforce, where he leads product innovation, growth and customer success for Sales Cloud, Service Cloud and Salesforce Essentials.
According to Salesforce Snapshot Research, 70% of customers prefer on-site service over video. Today, as field service appointments increase, the need for safe, fast, and complete service delivery — the first time — becomes even more important...
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Accenture's Salesforce Business Group Leader, Yusuf Tayob, and Bill Patterson discuss what they’ve learned during the pandemic, and about the creation and maintenance of safe work environments as businesses reopen and begin to reinvent for the new-normal...
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Amy and Ben Wright recently temporarily shut down their five coffee shops in Wilmington, North Carolina, laying off over 120 employees, and moving their entire business online, all in one week. For the Wrights, it was a painful decision, especially because many of their employees who have...
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The whole concept of customer service has changed. Whether I’m checking into a hotel, booking a flight, or buying running shoes online, the service I receive now is faster and more personalized than ever before. The agents I connect with on the phone, in person or online are all focused on making...
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Providing great service is an absolute imperative – 82% of service leaders acknowledge their company’s customer service must transform to stay competitive, making the service agent’s job more crucial than ever. Service agents are on the front lines of all customer interactions and are responsible...
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We’re thrilled to hear Gartner’s announcement that we’re again named a leader in the Magic Quadrant for the CRM Customer Engagement Center for 10 consecutive years.
We think that there’s one big reason we’re named a leader for 10 years in a row — our customers.
Salesforce has always been...
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In 2016, we launched Field Service Lightning (FSL) on the Salesforce platform, extending our leading customer service capabilities into the field. Today we are thrilled that with our first application to the Gartner Magic Quadrant for Field Service Management, Salesforce earned the impressive...
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Dreamforce 2017 is just a few short weeks away, and did you know that it’s the largest gathering of service professionals in the world? You’ll meet top leaders in the industry, and I couldn’t be more excited to give you a taste of just some of the things you’ll see and experience this year.
I’ve...
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