Salesforce.com Uses Customer Feedback as a New Force for Customer-Centric Innovation

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Challenge

Salesforce.com is a Software as a Service (SaaS) innovation driver with the goal of helping companies manage all business information on demand. The company’s objective was to support customer evangelism and loyalty by representing the “Voice of the Customer” to all employees and partners, globally.

Solution

By implementing an enterprise feedback management (EFM) solution with CustomerSat and Salesforce.com, the company is able to empower the right people to take action to improve the customer experience. By integrating customer feedback and action alerts with their Salesforce CRM System, the company is able to more effectively analyze customer issues and drive action and improvements.

Results

• Incredible loyalty and recommendation rates: 94% would recommend to others
• 94% will continue to use
• 74% have already recommended