Contact Center Solutions Featured Article

CRM's Salesforce.com Releases Customer Satisfaction Ratings

April 07, 2008

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).

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!