360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Aug 18, 2016 By Mark Abramowitz

10 Ways Dreamforce Will Change the Way You Think About Customer Service

Every year we experience an event that has the potential to become a seminal moment in our professional or personal lives. It might help us to replace a bad habit with a good one. Apply a new skill. Take inspiration from an insight or conversation to confront a problem in a new way. At this year’s... Read More

Customer Service, Dreamforce, Events, Service Cloud

Aug 15, 2016 By Emily Stanford

Thinking about Connecting Your Sales and Service Platforms? Consider These 8 Things

Today, businesses have a wealth of terrific choices when it comes to applications and platforms for both sales and service, including commercial products from software vendors, as well as applications that have been built in-house. Many businesses have tackled optimizing their sales process with... Read More

Sales, Sales Cloud, Service, Service Cloud

Aug 08, 2016 By Emily Stanford

Customer Service is Suffering Because Businesses are Looking at the Wrong Metrics

Businesses are prioritizing metrics that measure agent productivity as indicators of success above all other metrics. That's a big mistake.... Read More

Customer Service, Service Cloud

Jul 28, 2016 By Glenn Heinzmann

Field Service Applications: A Changing Landscape

The global field service market is estimated to jump from $1.58 billion in 2015 to more than $3.5 billion by 2019, according to research firm Markets and Markets. As is the case with other buying decisions, the consumer is looking for a more personalized experience or something that separates one... Read More

Customer Service, Service Cloud

Jul 26, 2016 By Emily Stanford

What’s Stopping Companies from Going All-In On Social Customer Service?

Keith Pearce is VP of Marketing for Service Cloud at Salesforce. An industry veteran who got his start close to 20 years ago at Siemens, he’s a firm believer in the transformative value of great customer service — both to companies and to their customers. Recently, we caught up with Keith to get... Read More

Customer Service, Service Cloud, Social Media

Jul 21, 2016 By Robert Roop

A Leading Chief Digital Officer's Perspective on Keeping Up With Changing Customer Expectations

Justin Glass is the Chief Digital Officer at United Wholesale Mortgage (UWM), a fast-growing wholesale mortgage lender that has racked up a number of awards, including the Stevie Award for Elite Client Service back in March. As one of his many responsibilities, Justin oversees UWM’s CRM strategy,... Read More

Customer Service, IT, Service Cloud

Jul 18, 2016 By Mark Bloom

Are You Sending Your Field Service Technicians to Club?

If not, you should be asking yourself why not. Techs in the field are the closest contact with your customer, which means they have the potential to be your best salespeople. Here’s why: Field service techs are in a great position to turn their success into an upsell. There is gold in the question,... Read More

Service, Service Cloud

Jul 11, 2016 By Mike Cliffe

The Puppy Under the CRM Tree: Service Cloud Lightning

Sunday morning, 5/1 was like Christmas morning for our loyal EE customers. Service Cloud features magically appeared like the proverbial puppy under the Christmas tree. Admins were able to log in and much like the child running down the stairs in their PJs on Christmas morning, logged in to... Read More

Customer Service, Lightning, Service Cloud

Jul 07, 2016 By Malachy Walsh

How Customer Service Embeds Success throughout a Company

The following is a Conversation with Josh Plantz, Sr. Director of Technical Support and Customer Satisfaction, STANLEY Healthcare. When you think about customer service, one of the first things that comes to mind is a person on a headset trying to resolve issues over the phone in an eight-hour... Read More

Customer Service, Service Cloud, Customer Story

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

Salesforce.com

360 PERSPECTIVES

How To Connect Silos
and Put Customers First

10 Ways Dreamforce Will Change the Way You Think About Customer Service

Thinking about Connecting Your Sales and Service Platforms? Consider These 8 Things

Customer Service is Suffering Because Businesses are Looking at the Wrong Metrics

Field Service Applications: A Changing Landscape

What’s Stopping Companies from Going All-In On Social Customer Service?

A Leading Chief Digital Officer's Perspective on Keeping Up With Changing Customer Expectations

Are You Sending Your Field Service Technicians to Club?

The Puppy Under the CRM Tree: Service Cloud Lightning

How Customer Service Embeds Success throughout a Company

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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