salesforce.com inc (CRM) Key Developments
Graham Smith to Retire as Executive Vice President from salesforce.com, Inc., Effective June 30, 2015
Jun 26 15
On June 22, 2015, Mr. Graham Smith notified salesforce.com, Inc. of his intention to retire from his position as Executive Vice President of the company effective June 30, 2015.
Salesforce Opens Second French R&D Center in Paris
Jun 25 15
Salesforce announced it has opened a second French R&D center in its headquarters in Paris. The new Paris R&D center team will work closely with Salesforce's global R&D teams to drive new innovations across the Salesforce Customer Success Platform and create enhanced search and integration capabilities.
Salesforce Announces Salesforce Service for Apps and the General Availability of Salesforce SOS
Jun 25 15
Salesforce announced Salesforce Service for Apps and the general availability of Salesforce SOS. With Salesforce Service for Apps, powered by the Service Cloud, any company can now easily embed multi-channel customer service including live video chat with a customer service agent directly into mobile apps, giving customers an instant, contextual and connected experience. Introducing Service for Apps the Future of In-App Support for the Mobile App Revolution. With the introduction of Service for Apps, Salesforce is accelerating the industry shift to mobile, in-app customer support. With Chat for Apps, Tap-to-Call for Apps, Knowledge for Apps, Cases for Apps and Salesforce SOS for Apps, now any company can instantly embed service right inside their mobile apps to deliver instant, personalized support and the fast path to case resolution. Service for Apps includes: Chat for Apps: A customer in distress can instantly message an agent without leaving the app. The agent is also able to easily identify the customer for proper context to resolve a problem quickly. For example, a mobile gamer can chat with a support agent for real-time, personalized advice on a gaming technique, while the agent has the proper context to know which game or level the customer is inquiring about. Tap-to-Call for Apps: With a single tap, customers can access live phone support from any mobile app for quick problem resolution. If a distressed traveler needs to inquire about a missed connection, a simple tap-to-call within an airline's mobile app connects them to an agent for real-time support without the need to provide personal information, flight numbers and other details. The support session seamlessly traverses from mobile app to phone call, removing the burden for the customer to get the agent up to speed. Knowledge for Apps: Customers can easily access knowledge articles and FAQs without leaving the app, and the best crowdsourced answers can easily be converted into knowledge articles. With Knowledge for Apps embedded into a mobile app, a consumer working on a DIY kitchen faucet repair project at home can refer to frequently asked questions about similar projects provided directly within their hardware store's app. Cases for Apps: Within a mobile app, customers can quickly create and monitor cases, use the camera and location to provide additional details and receive a notification when the case is resolved. At the same time, agents can view and manage cases from anywhere or easily escalate cases to subject matter experts for the fast path to case resolution. For example, a citizen can use a city's 311 app to easily send a picture and the location of a broken sign or street pothole, which automatically generates a repair case so the city can resolve the issue. Salesforce SOS for Apps: Similar to the Amazon Mayday button, Salesforce SOS provides live, personalized and interactive video support, on-screen guided assistance and screen-sharing with an agent. With the Salesforce SOS API, any company can embed service for anytime, anywhere access to instant customer service within any mobile app. With one touch of the SOS button, a field service technician can use the live video feature to summon an expert back at the office for side-by-side guided assistance with an onsite repair. Salesforce is also announcing Desk.com for Apps, a new SDK powered by Desk.com, the all-in-one customer support app that helps smaller businesses (SMBs) deliver fast, exceptional customer service. With Desk.com for Apps, SMBs can embed support into their mobile apps. Salesforce Service Cloud Intelligent Routing Engine Helps Companies Exceed the Expectations of the Connected Customer. Service for Apps builds on a series of Service Cloud innovations including the Intelligent Routing Engine, which was launched earlier this year to help companies offer omni-channel support. With the Intelligent Routing Engine, cases are automatically routed to agents who specialize in handling cases of a particular type or complexity across every channel, whether it is phone, messaging, social, email or another method of communication. Cases are also routed to agents who have prior experience with that case or customer, so that a customer who calls one week and tweets the next is routed to the same agent. Intelligent Routing Engine automatically understands each agent's capacity to take on new cases and automatically manages workloads across service teams. Industry-Defining Companies Deliver Instant Customer Service with Service Cloud. Service Cloud, the world's #1 customer service app, enables companies to transform their support organizations and deliver exceptional customer service experiences. Industry-defining companies like Capital One, Intuit and Eurostar are leveraging the Service Cloud to connect with their customers in a whole new way. Some companies that have deployed Service Cloud have seen an average of 48% faster case resolution, 45% decrease in support costs, an average of 47% increase in agent productivity and an average of 45% increase in customer satisfaction. Pricing and Availability. Service Cloud is now generally available and pricing starts at $135 per user per month. Salesforce SOS is the first Service for Apps solution to be generally available and is $150 per user per month with an Enterprise Edition licenses of Service Cloud. Chat for Apps, Tap-to-Call for Apps, Knowledge for Apps and Cases for Apps are planned for private beta in the latter half of 2015 and pricing will be announced at the time of general availability. Salesforce customers interested in joining the Service for Apps private beta program should contact their account executive. Desk.com for Apps is currently in private beta and pricing will be announced at the time of general availability.
Startupbootcamp Announces Partnership with Salesforce for Startups
Jun 18 15
Startupbootcamp has announced a new global partnership with Salesforce for Startups - a Salesforce program designed to provide tech startups access to Salesforce technology and resources needed to become thriving, customer and community-focused companies. The partnership will be announced at Salesforce for Startups’ London Tech Week Meetup, in East London. The partnership will provide Startupbootcamp’s portfolio companies access to: Technology and tools to enable startups to focus on customer acquisition, from quickly building apps on the Salesforce1 Platform to managing customer service with Desk.com; Salesforce thought leadership and expertise through content and events; and Resources to enable startups to give back to their community at an early stage through integrated philanthropy.
Salesforce Unveils Next Generation Marketing Cloud
Jun 17 15
Salesforce unveiled the next generation of the Marketing Cloud, making any journey possible. With new enhancements to Journey Builder, companies now have one place to map and optimize journeys that span sales, service, marketing, custom apps and more. In addition, the next generation of Active Audiences allows marketers to seamlessly orchestrate ad targeting alongside digital marketing and across the digital advertising ecosystem with partners Facebook, LiveRamp, LiveIntent, Neustar, Twitter and Viant. The ubiquity of smart phones, connected products, apps, wearable devices and digital communications creates trillions of customer interactions every day. The customer's journey and every customer interaction, whether it's engaging with a marketing campaign, speaking with a salesperson or getting a customer support case resolved, is an opportunity to build a relationship and define the brand. Because of this, companies are now competing on customer experience. However, delivering an exceptional customer experience across all channels is not easy. While marketers have ample access to customer data, activating that data and engaging customers with relevant content across every channel is a significant challenge. To address this challenge, marketers are moving from manually executed batch and blast campaigns to event-triggered automation and real-time personalization. It enables marketers to build a single view of the customer, map and optimize every journey, deliver personalized content on every channel email, advertising, social, web, mobile, apps and measure the impact on their business. The next generation of the Marketing Cloud delivers breakthrough innovations that empower marketers to create any kind of journey and activate CRM data to run ads across more than 100 digital advertising networks and technologies including web/display, social, mobile, apps and video. Next Generation Journey Builder: the next generation of Journey Builder empowers companies to guide customers on 1-to-1 journeys across channels and devices to ensure they always deliver the right message, at the right time, via the right channel. Now companies can make any journey possible and connect every interaction across every department, from post-service customer satisfaction to product adoption programs, and loyalty programs to employee on boarding. Marketers can empower all teams within the organization to unleash the power of the CRM and connect all interactions along the customer journey to deliver customer success. New Native Journeys With Sales Cloud and Service Cloud: new pre-built Sales Cloud and Service Cloud events and activities in Journey Builder make it easier than ever to manage customer journeys that span marketing, sales, service and other kinds of interactions. New Pre-Built Journey Triggers: now, for the first time, Salesforce objects like contacts, leads, accounts and cases, as well as custom objects are available as pre-built triggers in Journey Builder. Marketers can automate inbound event-driven triggers, such as a customer joining a loyalty program or downloading an app, which then send the customer a message on any channel to begin their journey. Triggers can also automatically modify data in the customer contact record or set up wait times and decision splits to adjust the journey in real-time based on customer interactions across sales, marketing and service. Next Generation Active Audiences: Salesforce announced the next generation of its ad platform Active Audiences, which syncs ad targeting with CRM, empowering marketers to run more relevant ads across all of the places they execute campaigns. New partnerships will extend its scope to reach audiences across the broad display advertising ecosystem. Active Audiences can now help marketers: connect with customers and prospects across the display advertising ecosystem: new Marketing Cloud partners announced LiveRamp, LiveIntent, Neustar and Viant will empower Salesforce users to activate CRM data and run ads across more than 100 digital advertising networks and technologies. Coordinate targeted, relevant advertising to drive sales, service, and marketing journeys: full integration with Journey Builder empowers marketers to bring targeted, relevant advertising in line with sales, service and marketing journeys. Active Audiences orchestrates digital advertising based on the customer's entire experience with a brand - the emails and mobile messages they open, their purchase history, their engagement with the customer service team and where they are in a sales cycle. Target people across social networks: Salesforce is a Facebook Marketing Partner for ad technology, content marketing, community management, and audience on boarding; a LinkedIn Certified Marketing Partner across sponsored updates and company pages; and a Twitter Official Partner. Through Active Audiences, marketers can reach their customers and lookalikes on Facebook and Twitter. With Salesforce Social.com, they can create and optimize media at scale across Facebook, Twitter and LinkedIn. Salesforce Marketing Cloud and Journey Builder are generally available for customers. Journey Builder pricing starts at $3,750 per month. New Journey Builder activities, triggers and events with Sales Cloud and Service Cloud will be available in fourth quarter of 2015. Active Audiences is generally available for customers. New Active Audiences display features are expected to be generally available in third quarter of 2015. Active Audiences pricing starts at $4,200 per month.