Sep 20, 2018 By Megan Burton

Listening Strategy Series: The Questions We Ask

In “A Philosophy for Listening,” I outlined the principles that guide the listening strategy of the Salesforce Customer Success Group, which are grounded in our commitment to “success for all.” This means the feedback we collect is targeted at understanding the perceptions of everyone we touch so... Read More

Customer Experience, Customer Success

Sep 11, 2018 By Megan Burton

Listening Strategy Series: Closing the Loop with the Full Power of Salesforce

One of the aspects of Salesforce that makes my chest swell with pride is our ability to leverage our own software to mobilize teams to quickly and precisely respond to the needs of our customers. The one-to-one closed-loop process we architected for our Customer Success Survey is a great example of... Read More

Customer Success, Customer Experience, IT

Sep 04, 2018 By Megan Burton

Listening Strategy Series: How to Master Always-On Measurement

The most challenging aspect of working in a fast-growing company is how quickly things change. As soon as you build and operationalize a process or program, customer needs evolve and internal demands shift accordingly. That happens regardless of how quickly (or not) your business is growing. So the... Read More

Customer Experience, Customer Success, Cloud Services

Aug 28, 2018 By Megan Burton

Listening Strategy Series: A Philosophy for Listening

This isn’t a post about survey best practices, the questions we ask, or the scale we use. There are thousands of good articles about all that already. What this post is about, however, is the philosophy that both drives our listening strategy and informs our Customer Experience processes within the... Read More

Customer Experience, Customer Success, Customer Service

Jun 04, 2018 By Megan Burton

All the Resources You Need to Understand Lightning

As the leader of the Salesforce Customer Experience team, I hear feedback from our customers every day, and there is one thing customers are in unanimous agreement about: they want to see a return on their Salesforce investment as quickly as possible. Did you know there are some simple ways to do... Read More

Customer Success, Customer Experience