salesforce.com inc (CRM) Key Developments
Salesforce Announces Heroku Elements--the Marketplace for the Builders of the App Economy
Apr 16 15
Salesforce announced Heroku Elements, a marketplace of innovative, pre-integrated app components, services, and tools that empower developers to build engaging customer-facing applications. Heroku Elements includes three new categories of app components, some built by Heroku, but the vast majority of which are built and maintained by Heroku's robust ecosystem of more than 1,500 partners and open source developers. Each Element on the marketplace can easily be found by use case or function, and, to help developers decide which element is right for their needs, includes key information around number of installs, recency of updates, region data and more. Add-ons are tools and services pre-integrated into Heroku that are tailored for developing, extending, and operating apps. In the Heroku Elements marketplace, developers can search and preview add-on functionality to select which fits best with their app's specific needs. Heroku Buttons are third-party components, libraries, and pattern apps that allow users to deploy with a single click. The Heroku Elements marketplace lets developers find which Heroku Buttons are new and trending, giving users the perfect recipe to start building apps quickly. Buildpacks allow users to easily customize the build process in their preferred framework, language, and community. Now, users can search the Heroku Elements marketplace to discover new Buildpacks from Heroku or choose from the hundreds built and maintained by its community. Heroku Elements enables developers to quickly search a broad ecosystem of trusted tools, components and services and discover the elements needed to develop better apps faster. Heroku Elements also provides developers with the unrivaled user experience, support, productivity, and reliability of Heroku's enterprise platform to deliver success at any scale.
Salesforce Launches the Next Generation of B2B Marketing Automation
Apr 9 15
Salesforce launched the next generation of Sales Cloud B2B marketing automation. Powered by Salesforce Pardot, the new Intelligent Engagement Studio and Sales Cloud Engage will deliver sophisticated adaptive lead nurturing, visualized campaign testing and cutting edge mobile marketing tools. The B2B sales cycle has changed dramatically in recent years, primarily because prospects now research options online and engage with companies only when they're close to making a purchase. While the actions prospects take during the research process present numerous engagement opportunities, most marketers and sales reps don't have the visibility or context required to understand how best to connect with the individual and advance them through the buying process. For example, marketers know a prospect opened an email, but don't how long they were engaged with it or what they did next. And by the time sales receives the intelligence, the moment of engagement has passed and it's too late to act on it. What they need is a solution that assembles the individual data points and translates them into actionable insights. The next generation of Sales Cloud B2B marketing automation, powered by Pardot, assembles prospect data points and automatically translates them into actionable insights, enabling marketing and sales teams to sell smarter. With deep visibility into the prospect's digital engagement, it's now easier than ever for marketers and sales reps to understand how prospects want to be engaged and to deliver what they want, when they want it. Sales reps can now receive real-time prospect engagement notifications in the Salesforce1 mobile app, enabling them with instant visibility into how prospects are engaging with product and marketing materials anywhere, at any time. And marketing teams can easily provide curated and approved content to sales reps so they can immediately deploy a custom email campaign to move the prospect through the sales funnel.
KeyBank N.A. and Mizuho Bank Adopt New App from S&P Capital IQ and Salesforce AppExchange
Apr 8 15
S&P Capital IQ announced the launch of a new app on the Salesforce AppExchange designed to enable sales, marketing and other professionals to rapidly identify, research and vet potential new business clients and partners. By offering easy access to company information from S&P Capital IQ's databases of more than two million public and private companies, right from within the user's Salesforce workflow, the new S&P Capital IQ app allows users to gain powerful sales intelligence, search for leads and know their customers better. KeyBank N.A. and Mizuho Bank are among the early adopters of the new app. Through the new S&P Capital IQ app, Salesforce users can access global company profiles, including business descriptions; number of employees; names of competitors, subsidiaries and direct investments; background on key executives and board members; company financial data; key development information such as company announcements and transactions and more. In addition, subscribers can search by keywords, company names, executive names and titles, or by setting parameters for geography, industry, revenue or other categories of interest. From the results obtained, users can then select which companies and people to add as accounts and contacts to Salesforce.
Salesforce Unveils Service Cloud Intelligence Engine--Fueling Smarter Customer Service for the Connected World
Mar 9 15
salesforce.com, inc. unveiled Salesforce Service Cloud Intelligence Engine-an added layer of intelligence in the Service Cloud that fuels smarter customer service with data science. Everything is getting smarter-self-driving cars, thermostats that learn optimal temperature settings and fitness trackers that monitor heart to a world where more than 75 billion connected devices empower consumers to connect and engage like never before. This new connected world raises customers' expectations for always on and always present service. Studies show that businesses that adopt a smarter approach to customer service achieve a 91% greater year-over-year customer retention rate compared to those that don't. Yet, most companies are not equipped to address these new consumer demands and are in jeopardy of falling behind their competitors. Salesforce Service Cloud Intelligence Engine: Exceeding the Expectations of the Connected Customer The new Salesforce Service Cloud Intelligence Engine will harness data science to fuel the industry's smartest customer service, with innovations including: Intelligent Business Processes: Dynamically assign cases to agents based on skill set, case history, presence or communication channel-email, web, phone, video chat or SMS. Using advanced workflow automation, the Intelligence Engine can also trigger any business process, such as escalating cases beyond the support department to sales or marketing. For example, a support center can route cases from VIP customers to top agents or distribute potential sales leads to the best teams or individuals equipped to upsell. Intelligent Workload Management: Automatically distribute and manage agent workload to respond to the unpredictable demands of omni-channel support. Rather than relying on a manual process to fill an agent's queue with cases, Intelligent Workload Management will automatically distribute cases to agents based on their expertise to handle specific types of cases, as well as their caseload, to maximize their productivity. For example, Service Cloud will suspend pushing cases to an agent if they're on a video chat or factor in how much to decrease the workload for an agent who will soon be on break. Seamless Omni-Channel Customer View: Customers can start a conversation on one channel and seamlessly transition to another without having to continuously identify themselves, rehash the problem or bring a new agent up to speed. For example, a customer with an open email case who requests a video chat will automatically be routed to the same agent working on the email case for a seamless service experience.
Salesforce Launches Marketing Cloud Predictive Decisions
Mar 5 15
Salesforce launched Salesforce Marketing Cloud Predictive Decisions. With Predictive Decisions, marketers can now harness the power of data science to analyze customer engagement and proactively deliver new recommended content, products or offers to customers, creating highly personalised journeys across channels at scale. Salesforce Marketing Cloud fuses CRM and marketing data with relevant contextual data such as web browsing activity, using native predictive intelligence decisions to increase conversions and engagement in a single, easy-to-use application. New salesforce marketing mloud predictive decisions innovations include: Collect Beacon: Stream real-time content updates and user behavior data directly into the platform to constantly update user profiles and enable predictive decisions. A marketer can make the most of customer data to build tailored communications across channels, including email, web, mobile and any device. Now digital marketers will be able to move beyond just predictive product recommendations on their website, and expand predictive decisions to every piece of content, from a whitepaper to a new video. New Workflow and Automation: Trigger marketing campaigns using data from all channels. Customer behavioral data is fed automatically into the Marketing Cloud platform, in real-time, to deliver communications that are timely and highly relevant. This levels the playing field, so any marketer can create powerful predictive campaigns without enlisting additional development resources to make data actionable. Native Predictive Decisions: Predict which content will result in the high conversion 'whether that's an offer, product, or graphic content. Drag and drop predictive content recommendations empower marketers with content modules that can be delivered in real-time across marketing channels, making each message tailored to the individual and the moment. For example, a retail marketer can now create email campaigns that include not only the previous items viewed by the customer, but also recommend the most relevant next piece of content across the retailer's entire product catalogue in real-time, with just a few clicks. Pricing and availability: Predictive Decisions in the Salesforce Marketing Cloud will be available in May 2015. New Predictive Decision features will be available in the Marketing Cloud Pro Edition or greater. Pro Edition pricing starts at $1,250/month.