Case study: Salesforce puts emphasis on lead nurturing

Salesforce increased its average order value via a demand generation programme

Research shows across Europe and the US many large enterprises struggle with customer service performance. According to one US survey, 92 per cent of companies report declining customer satisfaction; a key performance indicator for customer service success.

Salesforce identified this as an area where it could add real value for large enterprises, as many find it difficult to get a single consolidated view of each customer. This single view is critical to being able to respond consistently and efficiently to each customer interaction, regardless of channel – this is a key capability of Salesforce Service Cloud.