Friday, March 04, 2011

Salesforce Service Cloud 3

Key Takeaways:
  • customer interaction is not your grandmother's "pick up a phone and call" model - it requires reaction speed, mining of the cloud, and proactive approach
  • Salesforce Service cloud now has good connectors for Twitter and Facebook
  • Pretty slick workflow integration from escalating the issue, to filing it to the knowledge base, to dynamics diagnostics and knowledge base mining, to video chat
Overall, looks like a decent offering staying in step with the time - which is what SaaS is all about - quick product release cycles and most importantly quick deployment cycles by the customer (when compared to on premise model where just to deploy a new version might take months or even years)

P.S. I wish all those public speaking coaches would stop telling execs to move around the stage so much - all this pacing is really irritating.

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