Posts by this Author

When customers have a problem, call center agents are the front line of defense. In addition to using the right technology to enable them for success, make sure you have the right team to start with. Here are three ways you can create a successful support team that will service your customers with grace and […]

St. Louis-based Buckingham Strategic Wealth is a growing organization of advisors, financial specialists, and national thought leaders in the wealth management industry. While they spend time focused on being the trusted advisors for everything financial for their clients, they turned to Perficient for help with their technology environment. The Challenge CRM adoption was lower than anticipated due to system […]

How customers engage and interact with brands is becoming the biggest focus for those who want to stay ahead of their competition in 2019 and beyond. If you’re in a crowded marketplace and your prices are competitive, what more can you really offer? A better customer experience. It’s become paramount. When it comes to making a […]

As you strive to offer the best customer experience possible, branded communities have become the preferred method for collaboration. Of all self-service channels, customers make the most frequent use of knowledge bases. But your community is only as good as the support it provides, so if engagement is low or your knowledge bank is lacking, […]

With all the different audiences businesses interact with today, it can be a challenge to control the information each audience actually needs. Systems that worked in the past can quickly become useless as growth happens and business needs change. The question is, can your technology solutions keep up? When Your Community Content is Out of […]

Keeping your team aligned has its own challenges, especially when taking on new technology. A core component of Salesforce is Chatter, which enables enterprise-level social networking for employees, partners, and customers in a secure, measurable, and trackable environment. With the interchangeable terms from company to company and across technologies, we evaluated the top terms people […]

Migrating from one technology to another always has its unique challenges, and migrating to Salesforce Service Cloud is no exception. Our years of Salesforce migration experience have shown some common themes and best practices, which we cover in our free guide, Salesforce Service Cloud Migrations Made Easy. Top Service Challenges for 2019 As digital transformation […]

In a crowded marketplace, business value is becoming more about offering a great customer experience throughout a customer lifetime as opposed to a one-off sale. How does your business measure up to today’s service challenges? In our guide, Salesforce Service Cloud Migrations Made Easy, we explore in detail what organizations need to take into consideration […]

Why Brand My Salesforce Community? A brand is much more than a memorable logo, clever tagline, and a cohesive palette of colors or clean lines and typography. Bottom line, it’s about providing added value for your customers, building trust through quality and consistency, and ultimately boosting customer satisfaction and loyalty. Beyond a customer’s perception of […]

Don’t Overlook the Need for Governance! One of the biggest pain points customers often have with managing their Salesforce environments is the lack of governance. Who’s in charge? Where do you go with questions, or worse, problems? Why Do You Need Salesforce Governance Framework? A governance framework provides an intake method for receiving and prioritizing […]

Self-Service Communities Used for Customer Service On the Rise Trends show that customers prefer self-service communities when it comes to accessing support. Customers demand fast service anywhere, anytime. Today, customers have more choice: more products to buy, more information to influence purchasing decisions, and more devices and channels over which to seek customer service. What […]

The Fourth Industrial Revolution is changing the technology we use for work, how we do business, and how ultimately we connect. At Dreamforce 2018, Trailblazers across the world learned about the latest innovations in the Salesforce ecosystem. Here are a few of the keynotes that caught our attention. Reimagine the Customer Experience with a 360° […]

When Salesforce acquired MuleSoft earlier in 2018, the Perficient team couldn’t help but smile. We not only have an expert Salesforce team, but also a dedicated API practice that specializes in MuleSoft that we’ve brought in for work with clients like this major leading beverage company, OneAmerica, and Ameren. Here are a few key articles […]

“Excuse me. Do you know how much a polar bear weighs? Enough to break the ice! Hi, I’m [name]. Nice to meet you.” One of the hardest things about conferences (or any networking event) is getting a conversation going with someone — without being awkward about it. More people than you think have anxiety walking […]

Putting customer success first means aligning qualified, motivated, and enthusiastic team members with their projects. We’re protective of our culture and believe in hiring the best of the best for our teams, and this was again demonstrated by a recent company update. We are peeling back the curtain and showing an example shared by Sherri Wiggins, […]

The Key to Brand Success Your brand is the defined version of your customer experience. Physically, it’s how your customers identify you. Emotionally, it’s how they connect with you. But good brands don’t just happen, they are created. It is imperative for businesses to be aware of the brand experience they desire customers to have and […]

Online security vulnerability is a threat every business faces. Our client, Tenable, is a creator of platform cybersecurity software and protects the connected devices and computer platforms of 24,000 organizations around the world. While serving 50% of the Fortune 500, government agencies, and other organizations across private and public sectors, their loosely branded, inflexible customer community was […]

Self-service. Gas. Movie rentals. Restaurant reservations. Shopping. Ordering. Shipping. Self-service plays an active role all across our consumer lives, however, some businesses are slow to catch on, leaving client and buyers’ expectations shattered. If you understand this but need help getting that stakeholder buy-in, use these tips from our experts on techniques to gain their attention […]

Active communication is a vital component to a successful technology implementation, and speaking the same language (figuratively and literally!) helps keep all members of a team on track. To ensure you (and your team) are on the same page when discussing your Salesforce Community, use this glossary of key Salesforce Community Cloud terms and their […]

Does Your Company Culture Need Some TLC? Wondering what’s the one thing those three iconic individuals have in common? Keep reading… One reason behind Salesforce’s success is the Ohana, or the Salesforce community of Trailblazers. The same way Jimmy Buffet has “Parrotheads” or Justin Bieber has “Beliebers,” your company can have their own tribe of […]