360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Jul 13, 2015 By Marika Vilen

Keeping One Step Ahead in a Data-Centric Economy

In sales, knowing your customers is crucial to success. To deliver everything they need—and anticipate what they may require down the line—sales reps need to stay on top of a wide range of news. Not just about their customers, but about their customers’ customers, their competitors, the supply... Read More

Cloud, Analytics, Customer Service, Service

Jul 10, 2015 By Sandra Zoratti

3 Ways to Create Raving Brand Fans and Forever Loyalists

In today’s connected, consumer-driven world, customer-focus is the verbal mantra of every company. So why does customer loyalty remain tenuous? As the wise and clever Chinese proverb says, “Talk doesn’t cook rice.” What does it take to truly “walk the talk”? Here are three tenets that establish... Read More

Customer Service, Social Media, Service

Jul 06, 2015 By Dennis Picht

4 Tips for Implementing Chat as a Support Channel

Today’s consumers have an expectation of channel choice in how they interact with companies, including phone, email, web, social, and my favorite, chat. If you’re looking into offering chat as an exciting new channel, there are a few things you need to consider before getting started: 1. How to... Read More

Service, Service Cloud

Jun 25, 2015 By Alison Brattle

Which Customer Service Metrics Matter Most?

Data analysis is an important part of maintaining excellent customer service, but is there such a thing as too much data? Many businesses make the mistake of tracking so many different metrics that they get bogged down in data and lose focus on what data analysis was supposed to achieve in the... Read More

Customer Service, Analytics, Service

May 15, 2015 By John Goodman

Social Media Will Not Replace Other Channels for Service

Social media has an important place in the marketing and customer experience (CE) context. However, I am concerned that it is drawing a huge, and probably inappropriate, share of resources from basic product and service delivery and customer support; it glitters and is more exciting than... Read More

Customer Service, Service, Social, Social Media

May 04, 2015 By Thomas DePew

Socially Awkward: Social Customer Service in the Trenches

Social Customer Service is a capability that companies realize needs to be part of their customer service strategy. In the press there are stories of great service delivered through social channels, as well as horror stories of companies that have made serious mistakes in those channels. This... Read More

Customer Service, Service, Service Cloud, Social, Social Media

May 01, 2015 By Douglas Hanna

The Key Difference Between Customer Success and Customer Service

Customer Success and Customer Service are both trends that have gained traction over the past few months. Despite their growing popularity, very few people understand what they truly mean, and even fewer understand what they mean to each other. Customer Success Broken down, Customer Success can fit... Read More

Service, Customer Success

Apr 21, 2015 By Emily Stanford

Customer Community 101: 3 Ways to Transform Your Customer Relationships — A New Salesforce E-Book

Your customers are expecting personalized, 1:1 experiences with your business without having to pick up the phone. Engaging your customers on other channels, like social media and within a community is of growing importance, but lean support staffs make it difficult to deliver this kind of... Read More

Community, Community Cloud, Featured, Service

Apr 17, 2015 By Gautam Vasudev

Salesforce Console Best Practices: Creating A Desktop Your Agents Love, Part 1

If you've spent time with the Salesforce Console, you'll know that this alternative view of Salesforce has a lot of power under the hood. That power comes from features like standard record layouts, workspaces, sidebar and footer components, keyboard shortcuts, push notifications, presence, macros... Read More

Customer Service, Service, Service Cloud

Go to the Resource Center

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

Keeping One Step Ahead in a Data-Centric Economy

3 Ways to Create Raving Brand Fans and Forever Loyalists

4 Tips for Implementing Chat as a Support Channel

Which Customer Service Metrics Matter Most?

Social Media Will Not Replace Other Channels for Service

Socially Awkward: Social Customer Service in the Trenches

The Key Difference Between Customer Success and Customer Service

Customer Community 101: 3 Ways to Transform Your Customer Relationships — A New Salesforce E-Book

Salesforce Console Best Practices: Creating A Desktop Your Agents Love, Part 1

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

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