According to Gartner, 75% of customer interactions are with customer service. If I take my own, recent experiences with customer service departments of various companies, a lot of them are not great, seriously not helping customer satisfaction. What is salesforce’ Service Cloud providing to make those interactions count?
The “Sales Cloud” has been salesforce’ core product for years and driven their success and reputation. And it is recognized as such: Gartner has identified salesforce as the magic quadrant leader for years! Salesforce is quite confident as well, leading with sales improvement metrics, like 38% pipe growth, 45% forecast accuracy and 36% increased sales productivity using Sales Cloud. While I generally don’t trust any statistics I didn’t calculate myself, they do present the confidence of a market leader, similar to Siebel many years ago or SAP for the ERP space. But what’s truly new about Sales Cloud this year? Continue reading
This was my first Dreamforce convention after countless software conventions over the years and Mark Benioff surprised and impressed me in his keynote with focus on charitable giving, cool new technology, vast expansion of their addressable market and (gasp!) the introduction of a private cloud offering!