Blogs

8
Jan

Why Field Service Must Invest in Digital Transformation

Why Field Service Must Invest in Digital Transformation We’re at a defining moment for field service management — invest in digital transformation or risk getting left behind. Sketching calendars on whiteboards, managing schedules on spreadsheets, and sending mobile workers into the field with clipboards and mounds of paper forms means we’re not giving customers the same level of convenience, personalization,

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6
Jan

How to Differentiate Customer Success From Customer Support

How to Differentiate Customer Success From Customer Support IN SALESFORCE OHANA, CUSTOMER SUCCESS, CUSTOMER EXPERIENCE What’s the best customer support experience you’ve ever had? Whether your interaction took place on the phone, via email, in person, or using social media, you’re likely to recall the experience as easy, fast, responsive, personalized, empathetic, or even effortless. Ultimately, the best support experiences result in

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3
Jan

How to Use CRM as the Foundation for Customer-Centric Digital Experiences

How to Use CRM as the Foundation for Customer-Centric Digital Experiences IN MARKETING, COMMUNITY CLOUD, COMMERCE Did you know that 80% of customers say the experience a company provides is as important as its products or services? The good news is digital leaders are investing in better experiences. But where can those leaders find the data required to increase personalization

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30
Dec

Customer Relationship Management Trends to Watch for in 2020

Customer Relationship Management Trends to Watch for in 2020 IN COMMERCE, CUSTOMER SERVICE, CUSTOMER EXPERIENCE, CUSTOMER JOURNEYS, MARKETING, RESEARCH, SALES Customer experience expectations are on an upward trajectory, and the stakes are high for companies. In 2019, 84% of customers said the experience a company provides is as important as its products and services — up from 80% in 2018. Standing at the doorstep of the new decade,

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