Blog & Articles

What’s the best customer support experience you’ve ever had? Whether your interaction took place on the phone, via email, in person, or using social media, you’re likely to recall the experience as easy, fast, responsive, personalized, empathetic, or even effortless. Ultimately, the best support experiences result in the timely resolution…

Customer experience expectations are on an upward trajectory, and the stakes are high for companies. In 2019, 84% of customers said the experience a company provides is as important as its products and services — up from 80% in 2018. Standing at the doorstep of the new decade, let’s examine where these…

In the old days, we would refer to our leads as one of cold, warm or hot. Of course, they were subjective and also under the scrutiny of anyone who didn’t agree with the subjective categorization. This was a bone of contention between sales and marketing – one suggesting the…

A couple weeks back, I had the pleasure of attending a Salesforce.com webinar that provided tips on how small and medium-size businesses can better scale in 2020. The purpose of this blog post is to share with you a summary of key points discussed in the webinar. The overarching theme…

I was working with a client recently and we were constructing an Engagement campaign that had ‘send an email’ as one of the steps. He was adamant that the email we were building have a very large number of personalization fields on it. Having looked at his Salesforce, he did…

As a Salesforce Consultant I spend a great deal of time improving my clients’ perception of Salesforce.  Understandably, organizations want to ensure the cost and resources they commit to Salesforce are worth the investment. One of the most common questions I am asked is how to easily report on sales…