Earlier this month, Bluewolf published its third annual report on The State of Salesforce. Bluewolf, a global business consulting firm, interviewed 1,000+ Salesforce.com customers in collaboration with MIT Sloan School of Management and made some interesting discoveries about trends in Salesforce usage and practices that are relevant for marketing, sales, and customer service leaders.Some of the key findings include:
-Revenue growth and improving the customer experience were cited as the top business challenges being faced by respondents by a factor of 3 to 1.
-54 percent of respondents are now using two or more Salesforce clouds, with Salesforce Service Cloud representing the fastest-growing area.
-The average company is investing in 2+ customer engagement programs, with customer retention (61 percent), customer reviews/testimonials (46 percent) and customer satisfaction surveys (45 percent) at the top of the list.
Let's start with the last statistic: I've been hearing a lot more buzz lately from customer experience professionals about how organizations are placing greater focus on customer loyalty and customer retention efforts. This is encouraging for a few reasons, in part because there's been a tendency among many companies in recent years to focus on customer acquisition while not paying adequate attention to retaining existing customers who have helped drive the company's growth.
The expanding use of the Salesforce clouds isn't surprising but it's nonetheless intriguing. Hopefully this reflects a recognition by organizational leaders for sales, marketing, and customer service to have their teams work together in a more integrated fashion and not operate as siloed functions which ultimately hampers the customer experience.
Also, it's not just customer experience that companies are investing in but employee experience as well. "If you are a best-in-class organization, you are investing as much in the employee experience as you are in the customer experience as employee engagement drives customer engagement," says Corinne Sklar, CMO at Bluewolf.
For more on the Bluewolf study, click here.