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Customer Experience and Salesforce News
June 13, 2018
At Salesforce Connections, Salesforce builds off its Google partnership announced at Dreamforce by releasing new integrations between Marketing Cloud and Google Analytics 360.
May 03, 2018
Field service management software can be a great way to integrate mobile into a service company. Now, cloud-based platforms offer an accessible entry point for smaller businesses.
April 19, 2018
While the new Field Service Lightning features will help Salesforce users connect customers to their service needs, it lacks any of that Einstein touch of other Salesforce products.
April 12, 2018
Salesforce World Tour sessions included dives into Philanthropy Cloud, integrated surveys and Salesforce's new Integration Cloud.
Customer Experience and Salesforce Get Started
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Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners who sell their products. Continue Reading
Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
Evaluate Customer Experience and Salesforce Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Salesforce has adapted its CRM for nonprofits, giving activists a lower-cost way to track fundraising, organize activities and keep their communities engaged. Continue Reading
Vendors claim consumers want self-service chatbots. Turns out they'd rather scrub toilets or go to the dentist than converse with customer service in general, bots included. Continue Reading
While blockchain platforms are still under construction and use cases are still being written, Hooters invests in its own. Others -- including employee rewards -- are to come. Continue Reading
Manage Customer Experience and Salesforce
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The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience. Continue Reading
Navy Federal Credit Union ingrains customer service in social engagement, sometimes the only channel where sailors at sea can get critical questions answered. Here's how they do it. Continue Reading
CRM expert Jay Baer, author of NYT bestseller 'Hug Your Haters,' joins the Pipeline podcast and answers host Don Fluckinger's litany of personal experience CRM complaints. Continue Reading
Problem Solve Customer Experience and Salesforce Issues
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With less than a month until GDPR has to be implemented, both B2B and B2C sales teams must be prepared to properly protect or even dispense of customer data, according to experts. Continue Reading
Last year's Blue Coat-Symantec merger posed a dilemma: getting salespeople up to speed on the reshaped product line. MindTickle with Salesforce paid dividends in sales learning. Continue Reading
Employee experience app helps national nonprofit track work performance of ex-cons whom the group helps get jobs. App also lets employers and former prisoners record job results. Continue Reading