Posts Tagged ‘salesforce’

This is the season when customer service departments experience a high volume of inquiries. It’s especially true in retail with the holiday shopping season, but B2B is also busy with end of year goals to achieve. We’re all exposed to customer service this time of year, as consumers, providers or both. What makes a good […]

If you missed out on DF13 (or were there but partied a little too hard), there were some great new roadmap details revealed for the Salesforce Console for Service (previously “Service Cloud Console”). Here are the top 4 roadmap features that we’re excited about with a link to the full session video below. Similar Cases […]

Well Dreamforce 13 was a whirlwind and I’m glad to be home.  The final session I attended was delivered by Sungard’s VP of Marketing, Christine Nurnberger.  While the title of the session  said something about Marketing Metrics and ROI, it really was about how Ms Nurnberger transformed Sungard’s marketing efforts over the last 18 months. […]

Patrick Stokes, VP for Product Management at Salesforce provided highlights of the social roadmap for their Marketing Cloud.  The following are the four areas that are the focus of the roadmap: Publsih Engage Listen Advertise The social tools in the Marketing Cloud include Radian 6, Buddy Media and Social.com.  These tools are integrated with ExactTarget […]

Brian Andersen (LUMA Partners) and Robin Bordoli (Marketo) gave a great presentation on the Marketing Technology Landscape.  This area is to broad to get into details in one hour, so they presented an overview of the market and then suggested the following three tactics to cope with the vast amount of change going on: Accept […]

They started off with a video of Leviev Diamonds and how they use Saleforce.  The following interview includes a story about a diamond heist.  They used the data in Salesforce to document the loss to the police. Mark Benioff also interviewed the CEO’s of Men’s Warehouse and Whole Foods.   Honestly, that’s quite the list […]

Barbara Meskin from Jim Beam presented how that brand learned how to engage customers through social media on a global scale.  The journey that she decribed included the following steps over two years, although these things were not done linearly all the time: Social Audit – here they had to figure out what they had […]

Exact Target can be put into broad categories Integration: Data is important. You need to get the data from a variety of sources.  Apps allow you to do that. Automation: You can automate a number of tasks and make even complicated sets of tasks part of a new app within the platform Application: cool widgets […]

As you can see from the Salesforce keynote, Mobile is extremely important to them and to customers. Why Mobile Self-Service Mobile devices are ubiquitous.  Q4 was the inflection point where more phones and tablets exist than pc’s and laptops. Study: Frost and Sullivan analysis show that users already use mobile devices for a wide ranges […]

While Dreamforce started on Monday, the Keynote kicked off today.  Huey Lewis and the News  kicked it off after a great children’s charity video.  Mark Benioff started by thanking everyone and speaking about why we are all really here, to help others.  “Philanthropy is the biggest rush.” 135,000 people registered to attend the event. (include […]

I mentioned Salesforce 1 in a previous post, a new platform to run Salesforce on mobile devices.  Service Cloud is also being enabled for Salesforce 1, so you can run Service Cloud applications on mobile devices.  Salesforce demonstrated how Philips embedded Service Cloud into an ultrasound machine.  When a technician has trouble with the ultrasound machine, […]

Marc Benioff’s keynote is the first session today at Dreamforce13.  Marc and Co-Founder Parker Harris spent time this morning highlighting features and applications that are going to be available on the Salesforce platform in the “future”.  Parker made a dramatic entrance dressed in a “Back to the Future” professor costume, so he showed a bunch […]