Infographics
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2 Salesforce acquisitions in 2023 close year of austerity
In a year that began with layoffs, Salesforce changed its tune about acquisitions. Instead, it invested more, aiming to aid companies with products that its customers need.
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The evolution of chatbots and generative AI
Customer service chatbots have evolved to include advanced NLP. The three evolutionary chatbot stages include basic chatbots, conversational agents and generative AI.
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The history and evolution of CRM
Customer relationship management had simple beginnings, which evolved into a sophisticated system that helps businesses improve the overall customer experience.
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The evolution of customer service
Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage.
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How to improve customer experience with mystery shopping
Mystery shopping -- among other CX management tools -- enables businesses to collect the data necessary to identify customer pain points and improve CX.
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Choosing between single- vs. multivendor strategy for CRM
There are two ways to set up a CX tech stack -- either an integrated CRM suite or best-of-breed approach. There are benefits to each model, and the two are compared here.
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How Salesforce.org's Philanthropy Cloud and Nonprofit Cloud differ
Salesforce.org's Nonprofit Cloud and Philanthropy Cloud both partner with nonprofit organizations but in different ways. The uses of each are compared here.
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The differences between CRM vs. CX strategy
CRM and CX seem very similar, but examining the principles of each shows emerging CX approaches focus on customer retention. We compare and contrast the two.
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Salesforce acquisitions a big part of CRM vendor's busy 2018
Again, 2018 showed how important acquisitions are to Salesforce's growth and expansion into markets such as AI, e-commerce, integration and collaboration.
Podcasts
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How a punk rocker would go about simplifying CX
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Replacing contact center platforms poses big dilemma
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Relax, Adobe Marketo still plans to support Salesforce customers
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Salesforce e-commerce upgrades put focus on mobile
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2018 in review: CRM morphs into CX software
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How enterprises use dynamic pricing algorithms with AI, CRM