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.

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  • Amazon Go

    Amazon Go is an e-commerce mobile application that enables consumers to purchase items in physical stores without waiting in lines or checking out with registers. Continue Reading

  • contact center infrastructure

    A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively. Continue Reading

  • technology buying team

    Driven by demand for ease of use and shorter buying cycles, the technology buying team is a committee created for whose members are responsible for making software and hardware buying decisions. Continue Reading

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Evaluate Customer Experience and Salesforce Vendors & Products

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Problem Solve Customer Experience and Salesforce Issues

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