Monday, March 4, 2013

Become a Customer Company

SkyPlanner Partners announced on Twitter that Salesforce’s CEO Marc Benioff was taking the stage in New York last week to talk about becoming more of a customer company. So today, we bring you some of the highlights made at the famous Waldorf Astoria Hotel in NYC. The Salesforce CEO spoke for about an hour and a half, sharing various themes surrounding customer-centric companies and how businesses should stay connected to your customers. Your Miami Salesforce consulting company learned that a big part of his message touted the importance of mobile and social media channels such as Facebook and Twitter.

Besides the cloud, the Salesforce CEO spoke about location-aware services, big data, identity management and digital communities. But his biggest message was that "everything is in service to the customer." He talked about a "customer revolution" and how companies are connecting with their customers in completely new ways. Your Miami Salesforce consulting company learned the Salesforce event at the Waldorf Astoria Hotel highlighted Honeywell, the 2012 Obama for America campaign, the Museum Modern of Art, NBC Universal and Unilever. Their customer stories were presented to everyone, boasting their mobile and social connection.

Some of the attendees were wondering why Salesforce was touting this new message. The SkyPlanner Partners found out that the competition in the cloud is heating up. Microsoft, Oracle and SAP are also getting into the cloud area and offering mobile, social and collaboration options. Your Miami Salesforce consulting company found out Oracle just completed an $870 million acquisition of cloud marketing firm called Eloqua in order to cover all customer-interaction channels.

The big news at the event? Salesforce launched new mobile capabilities for service. The new HTML5-based Service Cloud Touch platform is designed to improve the user experience for smartphones and tablets. The mobile service cloud communities offer a platform for building self-service knowledge bases and user forums for customers. Later this year, SkyPlanner Partners learned Salesforce will launch a co-browsing service akin to the web co-browsing capabilities used by helps desks.