Already one of the most prominent
Customer Relationship Management companies in the world, Salesforce.com just
released its plan to further expand its consumer base. This Wednesday, September 19, 2012, Salesforce.com
unveiled a new series of products, most notably Social Key, Chatter Communities
for Partners, and Chatter Communities for Service. According to the company, Social Key will tie
data from social networking sites to more customary data, such as employer and
phone number. Chatter Communities for
Partners is designed to allow for more efficient communication between
suppliers and distributors. Lastly,
Chatter Communities for Partners aims to improve customer-service operations. Each of these products will allow
Salesforce.com to improve its top line in different ways.
As we learned earlier this week,
Customer Relationship Management deals with a company’s communication with both
its current and prospective customers. I have no doubt that the new services
released by Salesforce.com will lead to easier and fuller comprehension for its
users. Social Key, for example, will extract
data from social networks, allowing Salesforce.com to better understand its
consumer base. Not only will the company
“develop deeper connections with customers,” but it will also be able to spot
trends that will lead to new clients.
One essential aspect of Social Key is that it will be able to identify
customer tweets and other personal communications; this will allow
Salesforce.com to both strengthen and expand its current consumer base.
Chatter Communities for Partners, an
update from the company’s current Chatter, will work to more efficiently
connect suppliers and distributors. This
new product will affect Salesforce.com’s top line in that it will allow for
customers to build private sites. These
private sites will allow for communication between supplier and distributor to
be faster and more reliable. This will benefit
to both parties, as greater efficiency entails more sales, which consequently
means more revenue. Like Social Key,
Chatter for Partners should lead not only to stronger relations, but more
consumers.
Chatter Communities for Service, on
the other hand, will focus on Customer-Service procedures. The Chatter for Service will allow for
customers to share information, making it easier for them to find answers to
their specific questions. Customers like
simplicity, because it saves them both time and stress. Like Salesforce.com’s other products, I feel
that Chatter for Service will be successful in helping the firm bolster its current
relations and grow its clientele. As
Salesforce.com continues to simplify its business, its current customers will
be happier, and new customers will look to connect with Salesforce.com.
Despite being one of the top CRM
firms in the world, Salesforce.com is constantly looking for ways to improve
its company. The new products released
by Salesforce.com should be effective in making growth a reality. All three products give Salesforce.com
distinct advantages that will allow it to improve direct interactions with its customers. In CRM, nothing is more important than these
interactions, so I confidently believe that Salesforce.com will continue its
rise to the top of the CRM industry.
Sources:
http://www.infoworld.com/d/cloud-computing/salesforcecom-unveils-social-key-chatter-communities-marketing-cloud-202692?page=0,0
http://www.eweek.com/c/a/Cloud-Computing/Salesforce-Extends-SaaS-Platform-With-New-Social-Web-Tools-824606/
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