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Did you know that 65% of customers expect companies to adapt to their changing needs and preferences, but almost as many feel that companies are treating them as a number? As a small and medium business (SMB) leader with limited budgets and resources, you may feel pressure to keep up.  Wondering how to know your customers better, improve productivity, and grow your business … [Read more...] about 3 Reasons Why Customer 360 Is a Game-Changer for Small Businesses

What do networking events, parties, conferences, and speed dating all have in common? They attract likeminded people looking for connection. With each conversation, an exciting and memorable interaction might evolve into a lasting relationship. In these settings, the aim isn’t to meet everyone; it’s about finding the ones whom you resonate with, where the connection feels just … [Read more...] about What Is Lead Management? Tips, Strategies, and Best Practices

In the ever-evolving landscape of artificial intelligence (AI), 2023 proved to be a pivotal year, especially for Salesforce Admins. As technology continues to push boundaries, Salesforce has embraced AI to empower admins with tools that enhance efficiency, decision-making, and the user experience. As you may have seen, we published a lot of AI content in 2023 (and well before … [Read more...] about AI Resource Roundup for Salesforce Admins

Consider the value your most experienced, high-performing agents and field service technicians bring to your organization. They understand your product or service and know how to quickly address common customer issues and questions. They can turn sour customer interactions into positive ones, and are a great mentor for junior staff. They’re also your go-to for information when … [Read more...] about Knowledge Management: How To Retain Agent Expertise If They Leave

For many content marketing teams, last year started with “What the heck is generative AI?” and ended with “Okay, how can we use this to improve our business?” At Salesforce, 2023 was the year our content marketing team started playing around with generative artificial intelligence (AI). We had fun, and admittedly quite a bit of frustration, as we gained a better understanding … [Read more...] about How Salesforce Is Using AI For Content Marketing in 2024