Contact Center Solutions Featured Article

April 07, 2008

CRM's Salesforce.com Releases Customer Satisfaction Ratings

By David Sims


Salesforce.com (News - Alert) has shared results from customer satisfaction surveys conducted by independent research firm CustomerSat.
 
Of the over 4,100 Salesforce users from around the globe who responded to the surveys, a full 94 percent said they "definitely will" or "probably will" continue to use Salesforce products.
 
"Salesforce.com continues to set an incredibly high standard for customer loyalty, a requirement of our subscription-based Software-as-a-Service model," said Marc Benioff (News - Alert), chairman and CEO at Salesforce.com.
 
In conducting the July 2007 and February 2008 surveys, CustomerSat received 4,165 responses from a random selection of Salesforce users, CustomerSat officials say. Along with ongoing use, customers were asked about their likeliness to recommend Salesforce to a colleague and their history of recommending Salesforce.
 
Here also, 94 percent of respondents said they "definitely will" or "probably will" recommend Salesforce. In addition, 74 percent of those surveyed have already recommended Salesforce.com to colleagues.
 
The survey also found that of the 1192 executive-level respondents in the sample, 90 percent had improved customer data quality and data management, 78 percent had reduced sales, service, marketing or other operational costs and 70 percent had increased sales revenue.
 
In addition to achieving their business goals, the survey specifically asked executives to quantify the impact of Salesforce upon productivity and profitability. On average, 43 percent saw an increase in sales productivity, 41 percent had an increase in sales revenues and 25 percent saw their win rate increase.
 
CustomerSat, founded in 1997, sells real-time enterprise feedback management systems.
 
Last month Salesforce.com was named to Forbes' "Fastest Growing Tech Companies" list. With annualized sales growth of 85 percent over the last five years, Salesforce.com ranked second only to Google (News - Alert) on the list of technology innovators.
 
"We are at the forefront of a sea-change taking place in the technology industry today as businesses of all sizes, in virtually every industry, all over the globe, are adopting Software-as-a-Service and now Platform-as-a-Service," said Marc Benioff, chairman and CEO of Salesforce.com.
 
Selection criteria for Forbes' "25 Fastest Growing Tech Companies" included a minimum of $25 million in sales over the last four quarters; 10 percent annual sales gains over the five previous years; profitability over the past 12 months; and 10 percent estimated annual profit growth for the next three to five years.
 
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Best Practices for Deploying a Virtual Call Center: Tips, Techniques and Best Practices, brought to you by LiveOps (News - Alert).


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