Category: Service Cloud

5 Ways to Grow Your Business With Customer Service [Infographic]

5 Ways to Grow Your Business With Customer Service [Infographic]

How does an SMB with limited resources, time, and money compete against the big fish? You need to engage the blowfish effect. If you haven’t heard of the blowfish effect, it’s the act of making your small business appear larger than it really is so you look like the big... Read More»

ICYMI: 5 Highlights from Today at Dreamforce

ICYMI: 5 Highlights from Today at Dreamforce

Day 3 of Dreamforce has come and gone. No doubt your head is spinning with everything you’ve learned this week about Salesforce’s new Customer Success Platform and how you are going to implement it to grow your business and build customer relationships. Companies can use this never-before-seen technology to better... Read More»

#DFEmerging: Internet of Connected Products (IoCP) at Dreamforce

#DFEmerging: Internet of Connected Products (IoCP) at Dreamforce

There are many ways to describe the Internet of Things and derivatives – Machine-to-Machine, Internet of Everything, and of course the Internet of Customers. During Dreamforce ’14 we’re further differentiating the Internet of Customers, dedicating a track, and calling it the Internet of Connected Products (IoCP). The IoCP track promises... Read More»

3 Reasons You Can't Miss the Service Cloud Product Keynote

3 Reasons You Can't Miss the Service Cloud Product Keynote

There was a point in time when price was the #1 differentiator when customers made a purchasing decision. Then, product came into play. Today, it’s all about customer experience. Not only are customers asking for a better experience; they are demanding it. What’s more, they’re willing to help companies deliver... Read More»

#DF14Gamification: Gamification at Dreamforce

#DF14Gamification: Gamification at Dreamforce

Two years ago, I hosted the kickoff session for the first Gamification track we held at Dreamforce. At the time, the concept still felt a little crazy and new: adding game mechanics to enhance engagement outside of gaming? Surely this was a passing fad, right? Would Dreamforce attendees even take... Read More»

Announcing the Service Surfboard Award Winners for Dreamforce '14

Announcing the Service Surfboard Award Winners for Dreamforce '14

This year, the Service Cloud and Desk.com teamed up to host the very first Salesforce Service Surfboard Awards, opening up the opportunity for employees, customers, and partners to nominate Service Cloud and Desk.com customers for an award in 20 different categories. Salesforce wanted to recognize the amazing ways in which... Read More»

#DF14Emerging: Emerging Technology Trends at Dreamforce '14

#DF14Emerging: Emerging Technology Trends at Dreamforce '14

Technology is now the greatest change agent and the driving force for companies in today’s socially and digitally connected world. Companies are facing a critical inflection point as technology is empowering customers, influencing their expectations and enabling new, disruptive business models. The rise and convergence of many new and emerging... Read More»

Mobile First? Mobile Only? Mobile Also?

Mobile First? Mobile Only? Mobile Also?

The rise of mobile has been fast and furious. With an estimated 6.8 billion subscriptions for almost 7 billion citizens of this world it is nothing short of befuddling. This quick rise of mobile apps, almost like nothing ever seen before, has taken most organizations by surprise. As a result,... Read More»

5 Ways Dreamforce Delivers the Future of Customer Service

5 Ways Dreamforce Delivers the Future of Customer Service

Today, companies across all industries want to put their customers first, which requires a focus on the customer service experience. Companies of all sizes have to adopt a service-first mentality in order to make the experience easy for customers and agents, and they need the capability to deliver fast, customized... Read More»

Predicting the Future is Hard, Try Anticipating it Instead

Predicting the Future is Hard, Try Anticipating it Instead

With the advent of Big Data and faster and better data processing capabilities we are seeing a surge in predictive intelligence solutions; everyone is trying to predict the future to their advantage. The question though is, are they? Can the future be predicted? The main issue I have with predictive... Read More»