Calling #ServiceTrailblazers For Dreamforce 2018!

Dreamforce 2018 is here! And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! They span the world of customer service and are curated for anyone wanting to learn more about customer service and becoming a #ServiceTrailblazer! If you are Tweeting or want to follow what’s happening please join in the fun, share the info so everyone is included! The hashtags/handles are: #DF18 and #ServiceTrailblazers and @ServiceCloud @Dreamforce!

Have colleagues not attending DF? Watch sessions from your desk: http://bit.ly/ServiceKeynoteLive

Want to know how to get the ROI out of Dreamforce? This is an insider’s view on how two of our #ServiceTrailblazer customers (who attended Dreamforce ‘17) made the most of their experience and got the maximum return on their investment! Here’s the link to the on-demand webinar: https://sforce.co/2wzablw You’ll hear how these customers”

  • Plan with their team before Dreamforce
  • Collaborate at Dreamforce
  • And bring the “best of Dreamforce” back to their teams!

The Service Cloud Keynote: Thursday, September 27th! Arrive at 10:30 AM. Starts at 11:00 AM in Moscone North, Hall D – Add this to your agenda builder to make sure it’s on your calendar! sfdc.co/ServiceKeynote
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Salesforce Unveils Breakthrough Salesforce IoT Cloud, Powered by Salesforce Thunder

Connected World, Disconnected Data: The Answer? IOT Cloud

The combination of mobile, social, sensor, wearable and cloud technologies has triggered a deluge of data. More than 90 percent of the world’s data has been generated over the last two years. And, with the number of connected devices projected to reach 75 billion by 2020, the volume of data available is expected to grow exponentially. Without making sense of all this data, we just have a ton of nothingness and a lot of talk about possibility. But it’s time for possibility to turn into probability. And that’s what is in store for companies that are looking at the IOT Cloud.

This world of connected devices and digital content presents an enormous opportunity for companies to take advantage of the new data. In a June 2015 report, the McKinsey Global Institute estimates that IoT applications may have a potential economic impact of as much as $11.1 trillion per year by 2025. However, businesses have been unable to capitalize on the vast volume of data from the Internet of Things.

Salesforce IoT Cloud, Powered by Thunder—Connecting to the Internet of Customers IoT Cloud empowers businesses to connect data from the Internet of Things, as well as any digital content, with customer information, giving context to data and making it actionable—all in real-time. Thunder, built on a massively scalable, modern architecture, can “listen” to the connected world, ingesting billions of events a day, from any source. IoT Cloud’s capabilities include:

  • Listen to the World at IoT Scale: IoT Cloud connects everything to Salesforce. In addition to the Internet of Things, connecting to phones, wearables, windmills and industrial turbines and other devices, IoT Cloud connects data from websites, social interactions and more to Salesforce. By connecting the billions of real-time events and digital content with Salesforce, the IoT Cloud brings customer context to transactional data.

  • Trigger Actions with Real-time Rules: With IoT Cloud, business users can use intuitive, point- and-click tools to define, modify and set rules and logic for events that can trigger actions across Salesforce. A global fleet management company, for example, can enforce passenger safety standards by setting filters for “hard brakes” or “hard accelerations” and defining rules that trigger in-car sensors to log service cases reporting possible instances of erratic driving. Or, a national retailer holding a holiday sale can set rules based on loyalty program status, inventory or sales performance, triggering retail beacons to send discount offers to in-store shoppers in real-time.

  • 1:1 Proactive Engagement through Salesforce: IoT Cloud seamlessly works across the Salesforce Customer Success Platform to surface insights and trigger real-time 1:1, personalized actions for sales, service, marketing or any other business process. For example, a thermostat provider can parse through billions of events gathered from weather forecasts, sensors and temperature settings to proactively alert customers on how to manage their HVAC usage within their predefined budget. Or, a vehicle assistance service partnering with an auto brand can send personalized offers on behalf of local dealers based on sensor data that tracks fluid levels and mileage.

IoT Cloud connects billions of events from devices, sensors, applications and more from the Internet of Things to Salesforce—enabling companies to unlock insights from the connected world. IoT Cloud is powered by Salesforce Thunder, a massively scalable, real-time event processing engine that enables Salesforce customers to personalize the way they sell, service, market… IoT leaders ARM, Etherios, Informatica, PTC ThingWorx and Xively LogMeln join Salesforce’s ecosystem to accelerate IoT Cloud customer success. Companies including Emerson and Pitney Bowes look to connect with their customers in powerful new ways with IoT Cloud.

Marc Benioff, chairman and chief executive officer, Salesforce said, “Salesforce is turning the Internet of Things into the Internet of Customers. The IoT Cloud will allow businesses to create real-time 1:1, proactive actions for sales, service, marketing or any other business process, delivering a new kind of customer success.”

The IOT Cloud is the beginning of making sense of all the data turn information into actionable insights that really move the needle on a businesses growth, revenue, and bottomline. It’s time technology delivered on the promise of yesterday year and that time is now. To see how it can work, check out this video.

@DrNatalie, VP and Principal Analyst, Constellation Research

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ServiceSource Announces Customer Service Success Management Platform Powered by Salesforce1

The Dreamforce-related announcements are already starting to come in. Today ServiceSource announced a Customer Success solution powered by Salesforce1. Mike Rosenbaum, EVP, Salesforce Platform said, “The Salesforce1 Customer Platform is a game changer for developers and partners because it helps them build engaging, next generation apps to connect with customers in a whole new way. By opening the platform, we have made it possible for customers and partners to get their apps and data in one place, where everything is connected and in the context of their business.”

Are you a B2B business and want to make sure that your customer not only buys, but renews with you? The latest in this area is called Customer Success Management. These type of vendors not only manage the beginning of a relationship with a company but also have very smart analytics to help you see if the company is happy with your product or service way before renewal time. This is key in SaaS businesses because instead of selling the old way – on premise with maintenance upgrades, if a company is not happy with the SaaS solution, they can decide to not continue the contract. It’s much easier to switch than it used to be. And that’s what companies need to know if their clients are happy- not just at the time of sales, but throughout the life of the product / service, so when renewal time comes along, it’s a yes!…

What this means to you, if you are B2B business, is that you are enable to  provide customer success teams with a platform-oriented way to implement proven success plans and engage users with planned, high-value activities that drive customer lifetime value, reduce churn and ensure customer satisfaction.

ServiceSource is a  global leader in cloud-based recurring revenue management solutions. So if your company wants to provide better service for customers to drive growth and build long-standing relationships across the customer lifecycle, this may be a vendor to look at.  ServiceSource has a comprehensive data management, analytics, automation and services capabilities. They deliver higher subscription, maintenance, and support revenue, improved customer retention, and increased business predictability through their Renew OnDemand®, Scout® and proven services offers.

The new features include:

  • Inline Customer Health Monitoring: Embedded account status indicators and metrics within the Salesforce1 Platform visibly show how customers are using a product to consistently measure customer success at scale. 
  • Tailored Customer Plays: By combining subscription- and user-level predictive analytics with pre-planned plays, sales and customer success teams will engage each customer in exactly the right way, at the right time. 
  • High Volume Effectiveness: “Focus Categories” help customer success reps efficiently and effectively manage more accounts by pinpointing high-value customers that require immediate attention.
  • Structured Success Plans: Customer success plans provide clear visibility into the unique journey each customer takes with a company’s products and organization. Every plan incorporates a timeline view that shows where the customer is located in the lifecycle, prior activities as well as future actions required for a successful renewal.
  • Streamlined User Experience: Designed specifically for the customer success rep, the app delivers the right information from inside the Salesforce1 Platform to simplify day-to-day work and maximize effectiveness – all while maintaining seamless connectivity to the rest of the organization. Configurable “Action Tiles” quickly guide work activities and provide a closed-loop view of customer success.

ServiceSource will be at Dreamforce if you want to see more. They are a Gold sponsor at Dreamforce® ’14,  October 13-16. If you want to know more about what they are doing there at Dreamforce, here’s a link: http://www.servicesource.com/dreamforce.

The Salesforce1 Platform, ServiceSource Customer Success for Salesforce1 will be available in late fall 2014. To learn more about the ServiceSource Customer Service App, here’s a link: http://www.servicesource.com/customer-success

And if you want to follow all the announcement and all things Dreamforce, you can become a fan of Dreamforce on Facebook: https://www.facebook.com/dreamforce and / or Follow @Dreamforce on Twitter: https://twitter.com/Dreamforce

@DrNatalie

VP and Principal Analyst, Covering Customer Service, Sales and Marketing to Deliver Better Customer Experiences

Constellation Research

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Customer Conversations are Key to Your Business

This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here.

 

“Strategy that involves common sense is nearly impossible for large companies to do,” said consultant Dr. Natalie Petouhoff  of companies that claim to be customer-centric yet fail to truly utilize customer feedback to grow the business.

“Leadership is the key,” said Petouhoff speaking to C-level executives. “If you’re not customer-focused, you need to be fired.”

Customers are everything. “If you don’t have customers, you don’t have a business,” said Petouhoff.

One of the issues that came up during the Dreamforce conference was the need to increase customer engagement. One theory states that if you can double your overall customer engagement you could double your business.

The problem Petouhoff identified is that there are still many executives who believe that customer service should only be treated as a cost center. Instead, you should relish every single customer touch point, even the negative ones.

Don’t stick your head in the sand to negative criticism, warned Petouhoff. Talk to your customers wherever they are. Hire people who are customer-centric who want to engage with your customers.

“Integrate that back into your company and you would have an amazing company,” claimed Petouhoff.

Dr. Natalie: voted Top 20 In Social Media HuffPo
Dr. Natalie’s ebook: voted as one of the Top Ten Most downloaded Social Media ebooks- On smROI

Click here to watch my videos on Social Media ROI:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company


Dr. Natalie’s Executive Success Acceleration Firm™
Executive Business Strategy Advisor & Social Customer Experience Industry Authority & Consultant

The Doctor Knows Social Media ROI & Our Business Strategies Rx Get Results!
Our Motto? Be Awesome by: Learning, Sharing & Growing!

What we do: We work with companies to deliver increased revenue and decreased costs:

  • Executive Leadership Guidance on Strategy and Business Use of Social Media
  • Social Media / Business Benchmark Assessments – Tell you what you got/ what you might consider
  • Social Media ROI – set-up measurement capabilities and dashboards
  • Workshops on Business Strategy: Customer Experience, PR, Marketing, Customer Service & Internal Employee Advocacy
  • Instructor MEMES Summer Institutes at UCLA Anderson & UCLA Extension
  • Customer Experience / Social Customer Service Excellence Benchmarking Assessments & Advisory
  • Software Company Visualized-ROI, Persona-based Solution Selling w/ Targeted USP & Messaging / ebooks, White Papers, Webinars…
  • Social Media Training, Organizational Change, Motivation and Goal Setting

My book: Like My Stuff: How To Monetize Your Facebook Fans

Follow Me Here:
Twitter: @drnatalie
LinkedIn:
DrNataliePetouhoff
G+ :
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Facebook:
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Dreamforce 2012 Video: Brett Queener Talking About Marketing

Brett, EVP & GM at Salesforce.com, talks about the changes to marketing capabilities with the addition of Radian6 & BuddyMedia.

Salesforce.com is the enterprise cloud computing leader. Their social and mobile cloud technologies—including our flagship sales and CRM applications—help companies connect with customers, partners, and employees in entirely new ways.

Dreamforce, a cloud computing event is also a socially connected enterprise event. Part of the reason for attending a conference like Dreamforce is that it’s a conference where you can learn – from industry leaders who are paving the way—about how the social revolution is changing the way we do business.

To learn more about Dreamforce 2012, click here.

 

Learn. Share. Grow!
@DrNatalie L. Petouhoff

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
 @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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Dreamforce 2012: Marc Benioff & Scott Monty

Scott Monty, who heads up Social Media at Ford, talked about how the car & driver are integrated by new technologies. I love what Scott has done at Ford. My dad worked there for 40 years, it’s great to see the American auto industry thrive!

Ford Motor Company, a global automotive industry leader based in Dearborn, Mich., manufactures or distributes automobiles across six continents. With about 168,000 employees and about 65 plants worldwide, the company’s automotive brands include Ford and Lincoln. The company provides financial services through Ford Motor Credit Company.

Dreamforce, a cloud computing event is also a socially connected enterprise event. Part of the reason for attending a conference like Dreamforce is that it’s a conference where you can learn – from industry leaders who are paving the way—about how the social revolution is changing the way we do business.

“We didn’t just say ‘Hey, here’s our car.’ We set up a bunch of stories because content is the currency of social,” said Monty.

To learn more about Dreamforce 2012, click here.

To learn more about Ford Motor Company, click here.

Learn. Share. Grow!
@DrNatalie

For more info on my work:
Ebook
:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook:

Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter:
@drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts

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Authenticity is Need MORE Now Than Ever! Benioff vs. Oracle’s Debacle

As a Former Forrester Analyst, I attended all the software conferences. Now I only attend the ones that I think are really relevant to my clients. What’s nice about being an independent software and business analyst is that I don’t have to pretend any more to say a vendor is great when they are not and I don’t have to be afraid of speaking the truth.

Why Oracle allowed Benioff to speak at previous OpenWorld’s is beyond me, when they are competitors. But they did. Maybe Oracle didn’t see that they were competitors. I think that they looked down on Salesforce and didn’t see what that the world had changed. It’s not the first time this has happened.

Sometimes even the brightest people don’t-know-what-they-don’t-know. In Joel Barker’s book, Paradigms: The Business of Discovering the Future, he uses the following examples to illustrate how we negate ideas through our own filters or perceptions of the world. When we see the world from our own limited perspective, sound solutions are dismissed or overlooked.

“The Earth is the center of the Universe.” PTOLEMY, Astronomer, 300 B.C.

“The phonograph is not of any commercial value.” THOMAS EDISON, inventor of the phonograph, 1880

“Who the hell wants to hear actors talk?” Harry Warner, WARNER BROTHERS PICTURES, 1927

“There’s no reason for anyone to have a computer in their home.” Ken Olsen, President of DIGITAL EQUIPMENT CORPORATION, 1977

It’s interesting this year that they did what seems to be a last minute change of heart around having Marc speak. What it did is drive all the PR to Salesforce.com, which as we all know, Marc is a master marketer.

I’m not at OpenWorld because there is really nothing new. Oracle’s Fusion has been promised for years. Their customers are frustrated by the user interface, specially when it comes to Customer Service and I don’t think they are leading the social business capabilities that business must have. Their acquisition of InQuira was a good move.  I did attend Dreamforce and I spoke on the ROI of social media and had a great panel with real-world experience of transforming their organizations.

But Social Media is the MOST important thing that has happened to business in 100 years. Companies need software to facilitate this. Maybe that’s why Oracle decided to un-invite Benioff? The handling of this leaves lot’s of room for speculation on why they would do this.

What’s difficult in the connected social network world we live in, is excuses like, “We offered Benioff a different time slot and he choose not to accept it” doesn’t fly in the face of the need for companies to be authentic, genuine and human. This event has been set in stone for a long time. The last minute change up of Benioff’s time slot doesn’t hit the mark with respect to honestly.

It’s a new world we are living in. We are all under a microscope that our behavior as brands gets played out on the big stage called life. And social media is the giant megaphone and broadcast system that reaches millions and billions in a nano-second.

What do you think Oracle should do now? Let it go? Apologize and admit that they changed the time slot because they felt threatened by Salesforce? Make up a different story? Love to hear your thoughts!

Here’s some other articles: New York Times, IT News,

Forbes AllThingsD

Here’s my friend Charlie Issac’s youtube video on Larry Ellison’s speech- that speech may have been the tipping point to the change in the Benioff schedule…

@drnatalie

www.drnatalienews.com

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