Tag: Customer Service
Cloud Training to Boost Competitive Advantage Strategies – A Guest Commentary in E-Commerce Times
One of the biggest challenges facing organizations of all sizes trying to move to the cloud is finding and retaining the skilled workers necessary to implement today’s rapidly expanding assortment of on-demand services.
This skills gap cost companies more than $250 million in lost business opportunities in just one year, according to a recent survey conducted by the London School of Economics and sponsored by Rackspace.
In order to close this gap and accelerate the customer adoption process, Salesforce.com decided to rethink its training program and radically change how it delivered customer support. The company’s relatively new Trailhead program relies on peer-to-peer, end-user training techniques fortified by gamification tactics that recognize and reward Salesforce customers who help others.
Click here to read our latest commentary in E-Commerce Times regarding how the Trailhead program is not only solving Salesforce’s customer training and adoption … Read More »
The Crystallization of Salesforce’s IoT Strategy – A Guest Commentary in E-Commerce Times
While the general public’s fascination with technology largely has been focused on the latest connected products unveiled at the recent CES conference in Las Vegas, many companies are trying to figure out where the real business opportunities lie in the long-awaited rise of the Internet of Things. One of the early proponents of IoT’s unprecedented potential was Salesforce.com, which promoted its own view of the concept in the form of the “Internet of the Customer,” or IoC.
Over the past three years, Salesforce has argued that creating connected products and services also can improve the customer experience, tighten the level of customer engagement, and create new business opportunities for the company. Since launching its IoC campaign and creating its IoT Cloud, Salesforce has been searching for the right formula to specifically meet the needs of its customers.
Click here to … Read More »