Customer Experience and Salesforce

Customer experience management is a key area for the Salesforce platform, from mobile CRM for sales reps to the new Lightning UI in various applications to technologies to improve customer service via the Service Cloud. It involves understanding sales, service and marketing from the customer point of view and using all data available to enhance that customer experience. As companies try to gain competitive edge in the marketplace, customer experience management (CEM) is critical to those efforts. This section covers the Salesforce tools and strategies to manage customer experience. From the Sales and Service Cloud to the Marketing Cloud, this topic explores how companies are using Salesforce, and third-party tools, to enhance and manage customer experience. This topic explores how companies are using mobile devices, social platforms and collaboration tools like Chatter to gauge customer sentiment and help customers have a better customer experience. We also explore tools like social media monitoring, contact center infrastructure and omnichannel experience strategies to manage customer experience.

Customer Experience and Salesforce News

  • December 08, 2017 08 Dec'17

    Salesforce Quip gets a facelift

    At Dreamforce, Salesforce launched a major update to its Quip collaboration environment that enables employees and users to customize the collaboration interface.

  • December 07, 2017 07 Dec'17

    Salesforce small-business customers can tap into AI, too

    Salesforce faces heavy competition for SMBs among more nimble, agile, less expensive boutique CRM vendors. Yet, the largest CRM platform woos SMBs like it does bigger fish.

  • December 06, 2017 06 Dec'17

    Einstein AI drills deeper into Salesforce clouds

    Einstein AI tools show great promise and are expanding deeper into the Salesforce clouds. Many smaller companies still need some convincing, but have high hopes for the future.

  • December 04, 2017 04 Dec'17

    Europe's highways lead to customer service in the cloud

    Daniel Krauss, founder and CIO of FlixBus, discusses how his vision for cloud brand management helped unify many of Europe's numerous regional bus companies.

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