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Are you tracking your customer effort score? If not, maybe you should. Many service leaders prefer this key performance indicator (KPI) over tried-and-true metrics like customer satisfaction, Net Promoter Score, and customer retention.  That should come as no surprise. Our research shows that customers place a premium on ease and convenience: 61% would rather use self-service … [Read more...] about What’s Your Customer Effort Score? Here’s How To Measure It — and Why

Designing and building world-class enterprise products is a delicate balance of art and business. Every day, UX designers at Salesforce do the work of closing the gap between what our customers need and what our current product can do. In fact, UX design’s mission-critical goal isn’t just “making things look good,” it’s making hard things easy. Having core design principles to … [Read more...] about How UX Design Principles Drive Sales Cloud Innovation

If it feels like resources are running thin, you’re not alone: 65% of commerce professionals say they’re being asked to do more with less. The good news? Necessity breeds innovation. The rise of generative AI — and its uses in ecommerce — is already proving to be a valuable tool for productivity, efficiency, and revenue growth. In fact, 84% of organizations that have fully … [Read more...] about Here’s How 2,700 Leaders Are Navigating AI in Commerce

As someone who spent more than 10 years as an account executive (AE), I’ve had my fair share of job interviews. Now as a CEO, I’ll soon be growing my own team. When I think about how to conduct an interview, I’m looking for questions that show a candidate’s resume and background. What can I ask to reveal how a seller deals with customers and what that could mean for the … [Read more...] about 6 Account Executive Interview Questions (with Answers & Examples)

As I write this blog, it’s winter and it’s cold in Boston. While I like sipping hot apple cider, eating roasted chestnuts, and enjoy seeing all the festive holiday lights in New York City in Hudson Yards, Rockefeller Center, and at the Saks Fifth Avenue store, I can’t wait to fast forward to spring for some warmer weather. So, let’s do it! After you read the summarized list of … [Read more...] about Jen’s Top Spring ’24 Release Features