Connecting employees to each other and the corporate message is the holy grail for HR leaders. Traditionally they’ve turned to the IT team to roll out big heavy employee portals. Well, we all know how that played out- the world went mobile and social and the portals didn’t adapt. Now... Read More»

Let’s face it, most sales people dread making the cold call. Who wouldn’t? Essentially, you’re interrupting someone’s day to get something you need out of them: information, a meeting, a new sale, you name it. But at salesforce.com, picking up the phone is not only one of the best ways... Read More»

Social media is inherently human— after all, it is fundamentally about people and connections -- yet the reality is that communications on social channels can come off as less than personal even with the best of brands. The tendency to broadcast messages, one-way versus having a two-way dialogue, is caused... Read More»

Sales people are always looking to improve their ability to meet their goals, whether these are getting more leads, closing more business or maintaining a high customer retention rate. One way to improve these areas is to pay attention to successful local businesses you encounter. No matter this size of... Read More»

Influencer Programs have been the buzz for some time and when programs are done well, there can be great business success. The key however, is getting it right. Here are 5 myths that could be hurting your bottom line: Myth No. 1 – There's Only One Definition of an Influencer... Read More»

Culture and its relation to customer service was a hugely popular theme at this year’s Call Center Week in Las Vegas. Two top brands with well developed company cultures took to the stage at Caesars Palace to discuss the role of culture in helping to deliver world-class customer service; Google,... Read More»

Maria Ogneva was one of the organizers of the Customer Community Twitter Chat Businesses today are seeking for more effective ways to connect with their customers, and customers are more likely to care about how this connection gets established. On June 13th, Trish Forant, Melanie Thompson and myself hosted our... Read More»

Arra Yerganian smiling from the Salesforce.com command center The Chief Marketing Officer for University of Phoenix, Arra Yerganian joined the company with a mission: to spread the message of life-changing higher education. But when he decided to jump into social media, hegot some life-changing education of his own. Here’s what... Read More»

SALES PROCESSES, YOU SAY? Clearly we believe that measuring Sales Activities is a key ingredient to better sales management. However, reporting data on salespeople’s doings is not sufficient to exercise control over a sales force’s performance. To truly exert influence over Sales Objectives and Business Results, sales managers must not... Read More»

It’s a #mobileapprevolution! Unless you’ve been living in a cave over the last few years, you know that mobile apps are eating the world. Apps are consuming your customers, partners, and employees. And even connecting with your products. It’s a call to arms for businesses of every type, size, and... Read More»