Fifteen years ago, Eric Berridge and I sat in a coffee shop and discussed how Salesforce would be a game changer for businesses. Salesforce had a vision to revolutionize enterprise software—with a new technology model based in the cloud, a new pay-as-you-go business model, and a new integrated corporate philanthropy model. Today, Salesforce has grown from a groundbreaking idea into a Fortune 500 company, the largest customer relationship management (CRM) company, and one of the most innovative companies in the world.
Companies of every size and industry now expect to do business with the speed, agility, and economics delivered by cloud, social, mobile, data science, and Internet of Things (IoT) technologies. Like Salesforce, Bluewolf has always prioritized the needs of customers and brought to life not just the technology but also the strategies that help customers accelerate their growth.
In his book, Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences, Eric shares what he has learned over the last decade and a half of helping companies create the next generation of digital experiences on the Salesforce Customer Success Platform. He looks at data, design, and culture through a customer-first lens. Utilizing data, including real-time analytics, and designing intelligent customer journeys are key to knowing customers and engaging with them across sales, service, and marketing at every touch point.
But more important than the technology ...