360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Jan 16, 2020 By Erik Wagner

Disrupt or Be Disrupted: 4 Ways Providers Can Improve Patient Engagement

When a patient is hurt or sick, they simply want to get better. But there are many steps in between — make an appointment, fill out forms, see a doctor, get a prescription or referral — that the path to wellbeing often becomes burdensome. To add insult to injury (no pun intended), there’s always... Read More

CEO, Customer Experience, Health Cloud, Healthcare & Life Sciences, Providers

Jan 15, 2020 By Casey Coleman

How Empowering Employees With Technology Can Deliver Back to the Community

With industries around the globe raising the bar on innovations that drive personalized experiences, many government organizations also feel pressure to deliver better customer service in order to maintain public trust and credibility. As a result, they are seeking ways to leverage disruptive... Read More

Customer Experience, Digital Transformation, Industry Report

360 Perspectives: Solving Complex Customer Needs

Jan 14, 2020 By Jessica Bergmann

CTO Perspective: How Hamesh Chawla Took His Development Team From Product-Centric to Customer-Centric

Edelman Financial Engines (EFE) experienced something of a lightbulb moment last year. The company, the largest independent registered investment advisory (RIA) in the U.S., realized that it was devoting a not-insignificant chunk of its R&D dollars to mobile app features that few customers... Read More

CEO, Customer Experience, 360 Perspectives

Jan 13, 2020 By Cesar Castro

How to Make Employees Your Customer Community Superpower

As customer communities continue to evolve, companies are embracing the benefits they can bring beyond peer-to-peer support forums, such as product ideas and brand advocacy. When establishing a community as part of your digital customer service, it’s a given that you’ll hire staff dedicated to the... Read More

Customer Service, Community Cloud, Service Cloud, Service, Customer Experience

Jan 10, 2020 By Karen Mangia

The Top 5 Factors Driving Customer Success Growth

In How to Differentiate Customer Success From Customer Support, we explore the difference between these two mission-critical functions and how outcomes for customers differ. What’s fueling the explosive growth of customer success? What’s trending now in customer success? And how will customer... Read More

Customer Experience, Customer Success, Sales

Jan 08, 2020 By Salman Malik

How Great Order Management Is Driving the Next Generation of Omni-Channel Retail

There’s some debate on when the concept of omni-channel retail became a “thing.” Was it 2007, the year the iPhone debuted, or as early as 2003 when some major retailers embarked on the earliest paths to customer-centricity? Regardless, omni-channel retail is no longer what it was back then — the... Read More

Commerce, Commerce Cloud, Customer Experience, Digital Transformation, Retail

Jan 07, 2020 By Simon Mulcahy

Customer 360 Transformation: The Importance of Changing Mindsets in Your Organization

What do you need to win in business? A simple question that for decades had clear answers: Size, incumbency, and great products. Leaders thought “Build it and they will come,” and so it has been that the product has always been at the center of a business. Until today. Any digital native starting... Read More

CEO, Customer Experience, 360 Perspectives

Jan 07, 2020 By Jessica Bergmann

Introducing 360 Perspectives, a Series on How to Connect Silos and Put the Customer at the Center of Your Business

There’s a transformation underway impacting every company in every industry. This transformation is creating new leaders, business models, and growth curves, and it’s all about knowing and serving your customer. Knowing and serving your customer. Sounds easy and obvious, right? Well, any... Read More

Salesforce Ohana, Digital Transformation, Customer Experience, 360 Perspectives

Digital transformation for field service

Jan 07, 2020 By Gary Brandeleer

Why Field Service Must Invest in Digital Transformation

We’re at a defining moment for field service management — invest in digital transformation or risk getting left behind. Sketching calendars on whiteboards, managing schedules on spreadsheets, and sending mobile workers into the field with clipboards and mounds of paper forms means we’re not giving... Read More

Customer Experience, Customer Service, Digital Transformation, Mobile, Service Cloud

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How To Create a Customer-Centric Experience

The New Rules of Customer Engagement: Key Trends From Global Research

Salesforce.com

360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Disrupt or Be Disrupted: 4 Ways Providers Can Improve Patient Engagement

How Empowering Employees With Technology Can Deliver Back to the Community

CTO Perspective: How Hamesh Chawla Took His Development Team From Product-Centric to Customer-Centric

How to Make Employees Your Customer Community Superpower

The Top 5 Factors Driving Customer Success Growth

How Great Order Management Is Driving the Next Generation of Omni-Channel Retail

Customer 360 Transformation: The Importance of Changing Mindsets in Your Organization

Introducing 360 Perspectives, a Series on How to Connect Silos and Put the Customer at the Center of Your Business

Why Field Service Must Invest in Digital Transformation

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CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

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Salesforce.com

360 PERSPECTIVES

How To Connect Silos and Put Customers First

Most Popular Stories

CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

Americas

Europe, Middle East, and Africa

Asia Pacific

How To Connect Silos
and Put Customers First