Reflecting back on my last 5 years at Salesforce, I’m reminded why I chose to join in the first place. My two career passions are: keeping up with the latest and greatest technologies, and helping customers innovate. However, at previous companies, I was impeded from exploring those passions...
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Measurement of true customer satisfaction has always been the Holy Grail of customer experience. Sure, there are several methods currently in use, including net promoter scores (NPS), customer effort scores, and customer satisfaction scores (CSAT). Typically these approaches are fed by customer...
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There are many ways to describe the Internet of Things and derivatives – Machine-to-Machine, Internet of Everything, and of course the Internet of Customers. During Dreamforce ’14 we’re further differentiating the Internet of Customers, dedicating a track, and calling it the Internet of Connected...
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Over the past several months, working with Salesforce customers connecting devices and products to their business, I have heard a recurring theme: there is a “surprise” business benefit from connecting devices to Salesforce. As Salesforce becomes the business engine that powers the Internet of...
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It’s time to rejuvenate and reinvigorate Brick-and-Mortar stores so they are better than (or at least competitive with) the online shopping experience. Why you might ask? And how? Let me tell you a tale of two iPad screen replacement scenarios. I had a small issue with my iPad screen; it...
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If you or a loved one has undergone medical treatment recently you are probably aware of some of the cool new devices that help perform diagnosis and treatment. You may not be aware, however, that some of these devices are connected to the Internet and have become an important part of the...
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The rise of social media and mobility has made it more important than ever before to foster a customer-focused company. The advent of mobile devices means social media is always at customers’ fingertips, and that instant feedback in the form of tweets and Facebook posts gives them a voice that...
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