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).


Related Contact Center Solutions Articles

    One-Third of MENA Consumers Make Online Purchases

    Middle East E-Commerce Organizations Need Multi-Channel Customer Experience Model to Build Customer Loyalty and Grow Business [ Read More ]
    06/19/2013

    Interactions 13 Sets Records and Interactive Intelligence CEO Dr. Brown Talks about Managing a Growth Company

    If you followed my coverage of the recently concluded Interactions 13, Interactive Intelligence's annual industry event, you know that numerous people at the event commented on how much it has grown. Well, Interactive Intelligence is out with its review of the proceedings, and it really did establish a number of records. [ Read More ]
    06/18/2013

    5 Tips for Proactive Engagement

    Being proactive with customer engagement is a sound and wise strategy, both in marketing and continued business conduct with existing customer bases. Most businesses realize this, and a proactive mindset can clearly be seen in most customer relations and marketing strategies out there. Waiting patiently and idly for stimuli to react to is a poor decision in business, which is a lightning fast environment with a very vicious food chain in which to compete. Nobody's arguing against this, and as su… [ Read More ]
    06/18/2013

    WMSI Launches Next Generation Call Center Platform to Provide Retirement Plan

    Wealth Management Systems Inc. (WMSI), provider of technology based rollover services within the financial services industry, is launching a Web based call center platform that will enable clients to create a centralized system that can be easily accessed by call center representatives in different locations, all of which will benefit from processing efficiencies for multiple transaction types. [ Read More ]
    06/18/2013

[ View all Contact Center Solutions Articles ]

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier‐free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert

Press Releases