Paul Revere Rides For Cloudforce Boston

Don’t let them take away your CRM

This week, Salesforce.com rides again, with Cloudforce in Boston. And we’d love to see you there, not least to share the latest CRM chatter, over cocktails (more below).

Before then, however, be sure to get your fill of Salesforce.com sessions, including — as per the recent Cloudforce in Washington, D.C. — these highlights:

Radian6: How Social Engagement is Transforming the Enterprise

Why track social media via Salesforce.com, using a social networking plug-in such as Radian6? For example, if you’re Sony, and a lot of people have lately been lamenting your security-related outages.

Radian6 can comb the Twitterverse, automatically, updating your customer service system to reflect the latest discussions and queries. In addition, time permitting, your service personnel — or where required, your director of marketing or other executives — can field some of the highest-priority issues or high-profile outrage.

For some time, I’ve been arguing that customer service will evolve to the point where we have a universal queue. Today, a plug-in such as Radian6 gives us a clear look at how we’ll get there.

Service Cloud: Welcome to the Future of Customer Service

Historically, large companies have run their call centers using on-site tools and technology, from call center software to PBXes. Now, however, the service cloud has become ready for primetime. As this Cloudforce session suggests, we’re seeing a lot of excitement about handling service in the cloud.

Why move service to the cloud? For starters, because the cloud can handle most service operations with aplomb, offering the latest features and functionality, at an attractive price point. For relatively complex requirements, or lots of integration, businesses should also examine on-premise service. But be sure to evaluate the service cloud whenever you consider launching, improving or upgrading your service program. Because you might be pleasantly surprised by the possibilities.

Chatter

Here at Innoveer, we’re similarly gung-ho about Chatter, which adds a Facebook-like interface to Salesforce.com. Why is this important? Primarily, because it provides another way to track important information. For example, you can follow an important account, or help brainstorm ideas or problem-solve any issues, very quickly.

Chatter is also an excellent tool for addressing that perennial CRM challenge: enticing salespeople to adopt CRM. Not least because it’s got an easy-to-use interface that just about anyone can figure out without training.

Accordingly, what’s not to like about giving users all of the addictive qualities of Facebook and Twitter, only in their CRM application?

CRM Cocktails With Innoveer

Also a “must attend” event: Immediately following this Thursday’s Cloudforce Boston afternoon sessions, join us, from 6:30 PM to 9:30 PM, at The Weston Boston Waterfront. We’ll have cocktails, provisions, plus lively CRM discussions with Salesforce.com and Innoveer customers. Interested? Please register, and join us in the Sauciety Dining Room at the Weston.

Learn More

Want to take your CRM program to the next level? To discover the best “what next?” step for your marketing, sales, and service programs, fill out our 7-question survey.

Also watch for me at Cloudforce — camera in hand — as I capture attendees’ latest thoughts on video, in what promises to be a must-watch update of this year’s Cloudforce NY highlights.

Photo: Sharon Mollerus/Flickr.