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cover of episode #15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies

#15 Jim Roth's Masterclass on Salesforce's Customer Success Strategies

2024/1/31
logo of podcast Experts of Experience

Experts of Experience
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Jim Roth
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Lauren Wood
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Jim Roth: Salesforce 致力于打破传统职能部门的壁垒，例如培训、客户支持和客户成功部门，避免客户感受到公司内部的组织结构。他强调客户细分不应基于职能部门，而应基于客户在产品生命周期中所需的服务。Salesforce 将客户支持、客户成功和客户培训整合为一个“超级服务”，并致力于将多个网站整合为一个，简化客户体验。他还强调了同理心的重要性，建议公司员工亲自体验客户旅程，才能真正理解客户感受。Salesforce 利用数字信号触发客户旅程，提高效率并改善客户体验。通过客户成功经理协调客户与各专业团队的互动，并利用人工智能技术提高效率，例如自动转录和总结客户对话，实现个性化服务。Salesforce 推出了客户成功评分系统，该系统基于技术健康状况、客户专业知识和客户采用率三个方面，并与客户共享，以促进双方沟通和合作。未来，Salesforce 将继续完善客户成功评分，扩展产品覆盖范围，并增加更深入的指标，并利用人工智能技术提供更智能、更个性化的客户支持，例如实时翻译、内容起草和校对等。 Lauren Wood: 作为访谈主持人，Lauren Wood 主要引导话题，提出问题，并与 Jim Roth 就客户成功、客户体验、人工智能等方面进行了深入探讨。她分享了自己在其他公司的客户成功经验，并对 Jim Roth 的观点和 Salesforce 的实践进行了积极的回应和评价。

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Explore the evolving landscape of customer experience with Jim Roth, President of Customer Success at Salesforce, in this episode of Experts of Experience.

Join host Lauren Wood as she delves into the strategies of Salesforce to revolutionize customer interactions and organizational efficiency. 

Jim Roth shares his expertise on breaking down functional silos and integrating customer services to provide a seamless experience. Discover how Salesforce leverages digital technologies and AI to empathize with and better serve their customers. 

Gain insights into the importance of simplifying processes and understanding customer needs in large organizations.

Tune in for a compelling discussion on transforming customer experience in the digital age.

If you found this episode insightful, please rate us on Spotify and Apple Podcasts.

Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1)

Imagine running your business with a trusted advisor who has your success top of mind. That’s what it’s like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.

Learn more about what’s possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess)