Posts in category: Business

For the fifth edition of our “State of Service” report, Salesforce Research
surveyed 8,050 customer service professionals to determine:

• How service organizations continue to adapt to an ever more digital-first
  environment
• How economic uncertainty is impacting plans for investments in people,
  processes, and technology
• The evolving role of field service in overall customer service strategies
• Approaches to talent management and development in a challenging
  labor market

Customers are the most important part of any business. And customers
today aren’t just looking for stellar products and offerings, they also want an
amazing service experience.

The stakes are high: 48% of customers who switched brands recently say
they did so for better customer service and 94% say good customer service
makes them more likely to make another purchase*. Buyers today want
personalized attention and they want their issues resolved quickly — with
83% of buyers expecting to solve complex problems by talking to one
person.

‘CRM’ stands for customer relationship management, which is a technology
for storing and managing all your company’s relationships and interactions
with customers and prospects — all in one central location. But it’s not just
a fancy contact list. A CRM solution is one of the most valuable, game-changing pieces of business technology available because of how it helps
you use your customer data.

For the fifth edition of our “State of Sales” report, Salesforce Research
surveyed more than 7,700 sales professionals worldwide to discover how
sales organizations are:

• Maximizing value amid economic headwinds
• Meeting changing buyer expectations more efficiently
• Leaning more into sales operations as a strategic partner in business success
• Using enablement tactics to turn all reps into MVPs