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Customer success in the digital era at Dreamforce 2014

IMG_0073_croppedDreamforce, Salesforce’s annual tech show and music festival, took over the streets of San Francisco last week–and Hearsay Social was there in full force.
Not only did our resident DJ/Corporate Communications Manager Ronny Kerr (@ronnykerr) drop the wax at one of the after-parties, but the rest of the team was there to see and be seen and learn about the future of SaaS from one of the greatest cloud companies in the industry.
Keynote speakers hailed from across backgrounds, including Hillary Rodham Clinton (Former Secretary of State), Al Gore (45th Vice President of the United States), Marc Andreessen (Co-founder and Partner, Andreessen Horowitz), and Reid Hoffman (Co-Founder of LinkedIn).
Here are three key takeaways from the event:

Customer focus

Anthony Robbins, a life coach, self-help author, and motivational speaker, spoke with the audience about how businesses should treat customers in the way an individual treats loved ones. If you don’t address issues and work together toward better solutions, then the relationship won’t last.
In his keynote, Salesforce Founder, Chairman, and CEO Marc Benioff announced the Customer Success Platform, which aims to better connect customers through sales, customer service, marketing, communities, apps, and analytics.

Digital shift in financial services

As we discuss regularly on the Hearsay Social blog, there are many changes afoot in the financial services industry affecting how firms do business and how clients expect to be served.
One example demonstrated at Dreamforce: Berkshire Hathaway transitioned its new travel protection insurance to be almost fully automated on digital allowing customers to collect claims almost instantly. In this new mobile-social era, financial services teams need to evaluate digital solutions by first finding the right people to build a process that can pick a vendor that’s a partner and not just a vendor that completed the best-looking RFP.

Industry focus

Another topic that recurred at Dreamforce was Salesforce’s shifting its partner ecosystem to focus on vertical-specific apps. With customer success crucial to the company’s overall mission, Salesforce knows it needs to optimize its platform and solutions for various industries, including financial services, healthcare, and life sciences.
Overall, the theme of the show was all about customer focus in the digital era. Whether it’s managing a pipeline with Sales Cloud, a new product launch with Marketing Cloud or keeping customers happy with Service Cloud, Salesforce’s dedication to customer success is clear.


Not only is Salesforce committed to the cloud, but it is also committed to caring. Hearsay Social attendees and hundreds of thousands of others met Marc Benioff’s challenge to donate a million meals during the show. Salesforce’s mission of improving public education and supporting our military vets was also an inspiration to us all.

Ron Piovesan

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