Posts Tagged ‘best practices’

I recently purchased the book Microsoft SharePoint 2013 App Development to try to get more familiar with the changes coming about in SharePoint 2013 apps.  The link points to the O’Reilly site, but you can also get it from Amazon too.  (As a side note, I find it very hard to read a printed book […]

Anthony Myers posted an article on CMS Wire with results of McKinsey & Company’s latest survey about the use of social tools inside corporations.  I highly respect McKinsey & Company, so I want to pass this information along.  The main results are shown in the image here.

Using a platform like Salesforce means that customer support and sales get to share the same space and use the same data. The shared environment is a huge advantage over systems that only focus on one business area (like RightNow or Zendesk). To maximize sharing between both groups – we’ve put together some common use […]

A services business is highly dynamic.  New projects can land all at once, existing projects get put on hold, and projects often require additional resources to hit a deadline.  Without strong visibility to the pipeline of new projects, work in progress and open resource capacity, many services organizations find themselves operating between resourcing fire drill […]

When moving from a service and support focused system like RightNow – our clients often have questions about what functionality will be different in Service Cloud. I’ve blogged in the past about general migration best practices but today I’ll be focusing in on a key difference between the two systems: Platform vs Product. Having worked […]

We’ve had the great privilege of helping many of our clients move to Salesforce Service Cloud. Some come from a world of spreadsheets and email, while others from complex webs of legacy CRM and ERP tools. This blog is the first part of an on-going series about moving to Salesforce Service Cloud from other solutions. Our experience has […]

Some excellent Salesforce Q&A that may be useful to you. Take a look and please post comments if you have any follow-up questions of your own! Q: Does Cloud Scheduler sync with Outlook and/or Gmail? A: The Cloud Scheduler doesn’t sync with Outlook and/or Gmail per se. But if you use the Cloud Scheduler to […]

Surprisingly, many support organizations today still don’t know how to deliver a “wow” customer experience.  Simply put, it starts with knowing your customers.  I’m not talking about the big picture, market research trends, I’m talking about the basics, like “Who am I? What products/services have I purchased? How long have I been a customer? What […]

When our Service Cloud clients ask us what we think of “Big Data” – we usually say that it really boils down to “smart(er) use of data”. What does that mean for Customer Service organizations? Setting aside the technical challenges – let’s look at some of the potential benefits of Big Data Technology for your business.

Who doesn’t want to make work more fun? Whether it’s for your customers, your employees, or your partners, making their online interactions with your company more engaging, interesting, and rewarding, can pay huge dividends in revenue and retention. If you’re a Service Cloud customer – you now get the Chatter Answers product for free.  That’s great […]

Michael Porter (@porteronportal) and Saren Sakurai (@saren) of Perficient spoke at the last day of IBM Connect 2013.  The title of the talk is the Social CMO: Engaging the Consumer.  The goal of digital marketing is the right message to the right audience at the right time on the right device. 4 primary objectives of […]

At the IBM Connect conference, we heard about some of IBM’s approach to Social Analytics.  In a nutshell, you can break the strategy into two main areas: External Customer Analytics  Employee Analytics In both areas, the overall approach involves social listening, data collection, segmentation and deep analytics.  What we heard from IBM was a focus […]