Customer Service Key to Success: Salesforce

By CIOReview | Friday, March 13, 2015

FREMONT, CA: Technology, in the recent past, has impacted businesses in more ways than one and it will continue to do so. Sarah Kimmorley reports for Business Insider, as Leyla Seka, the Senior Vice President at Salesforce, casts light on specific issues that will change the future of enterprises.

According to Salesforce, there will be a whopping 5 Bn smartphones by 2017 and this will open up new sales avenue. Sales processes will become increasingly Data-driven and provide plenty of room to make customer relationships stronger.

The change in sales sector will affect service delivery, necessitating the creation of new buyer experiences.  Seka believes that product quality alone does not matter anymore and says, co-existence of product road map and customer service road map will hold the key to key to success. Connected devices and engaged companies stand to gain in such a scenario.

In this regard, organized and customized marketing becomes all the more important and creating 1: 1 customer journey will become essential to preserve long lasting relationship with them. Taking customer service to the next level would also depend on the organizations’ ability to engage with people through online communities. Seka also notes that creating a community around products can deliver better results.

At the heart of all these changes, lies Cloud –the bedrock of modern day innovation. From small businesses to global enterprises, every organization is transitioning to the cloud. This will enable companies to build apps for their consumers, retailers and suppliers, and create an app ecosystem based on the nature of the business.

Salesforce says that 90 percent of the world’s data was created in the last one year and this throws up some important questions and challenges to businesses on their readiness to deal with it. On the other hand, it will also allow companies to increase their productivity by making effective use of data.

“This is a new world were moving into where the data at our fingertips will inform the decisions we make for the rest of our careers,” says Seka.