Sophia Elson

Sophia is on the Salesforce Research team, which provides data-driven insights on the technology trends impacting businesses. Connect with her on LinkedIn.

Dec 29, 2019 By Sophia Elson

Customer Relationship Management Trends to Watch for in 2020

Customer experience expectations are on an upward trajectory, and the stakes are high for companies. In 2019, 84% of customers said the experience a company provides is as important as its products and services — up from 80% in 2018. Standing at the doorstep of the new decade, let’s examine where... Read More

Commerce, Customer Service, Customer Experience, Customer Journeys, Marketing, Research, Sales, CRM

Aug 20, 2019 By Sophia Elson

The Latest Trends in Marketing Metrics and ROI

Marketers now assume a larger role in business-wide customer experience initiatives. As their responsibilities evolve from pure lead generation to encompass more of the customer journey, the definition of success is changing, affecting how marketing metrics are analyzed. To uncover the latest in... Read More

Marketing, Research