Technology companies lead the feedback movement
With Dreamforce 2016 just around the corner, we’re preparing our latest solutions and demos to stand out among the intense action (perhaps mayhem) of the Cloud Expo. Side by side with our CallidusCloud sibling solutions Litmos and Badgeville (within the Titanium-sponsored CallidusCloud space), we’re ready to show the value of engaging customers and employees through a powerful combination of feedback, learning, and gamification integrated with Salesforce.
We’re excited to share our solutions, but the excitement is so much bigger than that. It’s thrilling to be a part of the larger Cloud movement, which has made all of our lives and jobs more productive and connected. The innovation continues to astound even those of us who work in the industry and we can’t wait to see what will be launched at this year’s event. Remember the SalesforceIQ and IoT Cloud unveilings at #DF15? Salesforce CEO Marc Benioff finally got his smart toothbrush!
The hundreds of tech companies that will assemble in the Dreamforce Cloud Expo represent the leading edge of what’s possible, not just technologically speaking, but in the areas of customer feedback, experience, and engagement as well. Tech firms are known for a progressive approach to business, fast-paced culture, and a willingness to experiment with and adopt the next cool tool to hook customers and advance success. And, because we develop technology products ourselves, we’re wise to the pitfalls of solutions that don’t live up to promises.
In a recent study by McKinsey Global Institute (MGI), technology companies top the chart of “digitally advanced” sectors. This is not surprising, of course; it simply underscores the reality that we have the most effective tools to engage customers and employees, and to build better relationships across the board. It’s a digital world and tech companies are better equipped to be the trend and pace-setters than our peers in, for example, the healthcare, hospitality, or construction industries (who rank near the bottom of the “digitally advanced” chart).
According to a Harvard Business Review article commenting on the MGI study, “[The] second category, digital usage, measures the extent to which companies engage digitally with customers and suppliers. Companies in the leading sectors make more extensive use of digital payments, digital marketing, and design-led product development. They are more likely to use software to manage their back-office operations and customer relationships.”
Two of the ways that tech firms do in fact “use software to manage… customer relationships” are through the combination of a feedback platform and CRM (usually Salesforce). This is why customer satisfaction scores in the tech sector also trend higher than many other industries — because we’ve implemented solutions and processes that automate the data flows from feedback channels to Salesforce to human interaction and back again, along the feedback loop.
Whether you’re a tech company or among the other sectors that would benefit from an integrated feedback to Salesforce solution, take a quick look at the other industries we serve by clicking here and if you’re going to be at #DF16, please schedule a one-on-one meeting with us onsite by visiting www.clicktools.com/dreamforce.
Perhaps you’re ready to be a digital leader in your space just like Caterpillar, named in the HBR article referenced above, whose new S60 smartphone with built-in thermal imaging capability is setting a new precedent for its industry. In the spirit of Dreamforce, consider how you could innovate and implement a customer feedback solution that enhances your existing systems and processes. It’s a sure way to improve customer experience and satisfaction, and make life much easier for your employees and customers alike.