Customer Relationship Management (CRM) is a technology for managing all your company’s customer information, relationships and interactions so that you can see it all in one place. The goal is simple: improve business relationships and drive growth.
What You’ll Find in This Report For the fifth edition of our “State of Service” report, Salesforce Research surveyed 8,050 customer service professionals to determine: How service organizations continue to adapt to an ever more digital-first environment How economic uncertainty is impacting plans for investments in people, processes, and technology The evolving role of field service in overall customer service strategies Approaches to talent management and development in a challenging labor market.
On the other hand, virtual spaces created new territory for cyberattacks, data leaks, company breaches, and internal threats. Phishing attempts rose 600% and cloud-based attacks rose 630%, according to a 2020 report from IBM. The cost of data breaches averages $3.86 million in the United States, let alone the nonmonetary erosion of company buy-in, brand integrity, and trust. Chief information officers (CIOs) and chief information security officers (CISOs) now face exponential pressure to not only keep the lights on but also address monumental demands that could determine the future of their company.
The key to great service? Connected experiences. Customers expect a seamless, effortless experience when they contact support. Today, that interaction lives on a variety of channels. In response, businesses have added (and continue to add) a host of new digital service channels to keep up with customer demands and to stay ahead of competitors.
