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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Customer Experience and Salesforce News
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April 19, 2018
19
Apr'18
Salesforce Field Service Lightning gets appointment, scheduling upgrades
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.
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April 12, 2018
12
Apr'18
Salesforce World Tour Boston talks Integration Cloud, Social Studio
Salesforce World Tour sessions included dives into Philanthropy Cloud, integrated surveys and Salesforce's new Integration Cloud.
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April 06, 2018
06
Apr'18
Using Salesforce Social Studio, Harvard saw power of social media
By looking at its social media data with Salesforce, Harvard Graduate School of Education saw more than 65% of article traffic generated through social media.
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March 16, 2018
16
Mar'18
Salesforce small business tools get major refresh
Emphasizing the 'S' in 'SMB,' Salesforce goes after companies with 20 employees or less with Salesforce Essentials -- with hooks into Trailhead's free training.
Customer Experience and Salesforce Get Started
Bring yourself up to speed with our introductory content
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customer experience management (CEM or CXM)
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
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virtual agent (intelligent virtual agent or virtual rep)
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
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Compare top CRM systems: SAP, Microsoft, Salesforce, Oracle
The 'CRM platform wars' aren't as hot as, say, the tech battle between smartphone OS vendors. But Oracle, SAP, Salesforce and Microsoft want your business. Continue Reading
Evaluate Customer Experience and Salesforce Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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Blockchain loyalty programs next wave of customer experience
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
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Comparing Salesforce Einstein AI across the clouds
What do you get when you pay for Einstein features in the Salesforce Sales, Service and Marketing clouds? We put it all in one chart. Continue Reading
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CRM system comparison: How the 'big four' CRM providers stack up
What differentiates the 'big four' CRM providers? Explore the advantages and disadvantages of Salesforce, Oracle, Microsoft and SAP with this CRM comparison. Continue Reading
Manage Customer Experience and Salesforce
Learn to apply best practices and optimize your operations.
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Helpshift offers five Salesforce GDPR tips for customer support
How much does the service and support team affect GDPR privacy mandates? Turns out, more than a little. A chat app developer's compliance journey uncovers some compliance tips. Continue Reading
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Colorado modernizes with Salesforce for government projects
Colorado licenses Service Cloud and other Salesforce technologies to improve its citizens benefit program. Continue Reading
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Salesforce Marketing Cloud certification helps Aussie make bank
When considering which credentials in the Salesforce universe are the best investments, one marketing consultant makes the case for Salesforce Marketing Cloud certification. Continue Reading
Problem Solve Customer Experience and Salesforce Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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MindTickle, Salesforce speed sales learning in merger
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
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Employee experience technology helps ex-cons track jobs
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
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Can Salesforce Wave answer data integration challenges?
Like other products, Salesforce Wave promises to make it easy to stitch together data silos. Is data integration as easy as it sounds? An expert offers some insight. Continue Reading