This IDC Perspective discusses how Salesforce organizes and manages its Customer Success Group (CSG). This group and its operations are a potent component of the Salesforce value proposition. The CSG's activities ensure low customer churn, market share growth within enterprise customer accounts, and long-term loyalty, advocacy, and customer value. This document details the scope of the CSG's activities and the way the CSG works with different customer segments, partners, and Salesforce's product development organization to deliver tangible customer value. We also detail the role of Salesforce Success Managers and their importance to both Salesforce and its customers' success. "Salesforce has succeeded in transforming its customer success operations into a strategic competitive advantage," said Gerry Brown, research director, IDC European CX. "Its commitment to customer success is striking. Its has clearly made the connection between customer success and sustainable long-term revenue growth that fuels its customer success investment decisions. Other technology vendors would be well advised to follow its example down this route."
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The Global Procurement as a Service Market size is expected to reach $10.3 billion by 2027, rising at a market growth of 7.9% CAGR during the forecast period. Procurement as a service refers to a third-party procurement that ideally blends expertise, employee, and technology with an aim to manage the procurement requirement of a company. Additionally,...
The global spectrum analyzer market exhibited moderate growth during 2015-2020. Looking forward, the analyst expects the market to grow at a CAGR of around 7% during 2021-2026. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the...
The Management Decision Market is expected to register a CAGR of 15.26% over the forecast period 2021 - 2026. The outbreak of COVID-19 has caused immense secondary effects on many economies. Some companies are seeing shutdowns of their supply chains, while others face extreme demands, leading to disrupted workforces and changed communication...
The airline digitalization market is a growth market forecast to achieve more than $35 billion in revenue by 2030. It is a highly fragmented market, with the top 15 companies accounting for nearly 26.5% of the market share. This share amount is not expected to change significantly over the forecast period (2021–2030). The market’s top companies...
The global enterprise collaboration market size is expected to grow from USD 47.2 billion in 2021 to USD 85.8 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 12.7% during the forecast period. The increasing demand for remote working is encouraging enterprise collaboration vendors to update their solutions. Enterprise collaboration...
This IDC Vendor Profile provides an overview of Lakeside Software and its digital employee experience management solution, Digital Experience Cloud powered by SysTrack. This study identifies the main strengths of platform's capabilities and presents popular use cases.
This IDC Market Perspective covers the topic of using business KPIs to track the business success of software or services that enterprises build and is based on results from IDC's 2021 Future of Digital Innovation Survey."Organizations are increasingly building software that powers important business initiatives, but our research indicates...
This IDC study quantifies the U.S. and worldwide production toner market. Hardware shipments, value of shipments, and average selling value (ASV) are presented in this document. Data for 2015-2020 is actual, whereas data for 2021-2025 is projected."The COVID-19 crisis hit the production quite hard, but the growth trend will return starting...
Global Mergers and Acquisitions (M&A) Deals in the Mining Sector, Q2 2021 - Top Themes - Thematic Research
This report analyzes the disruptive themes that have driven M&A activity in Q2 2021 in the mining sector.
M&A activity in global mining sector in Q2 2021 reached $12bn. M&A...
Managed Services Market, Global Forecast, COVID-19 Impact, Industry Trends, Growth, Opportunity Company Overview, Sales Analysis Around the world, managed services are becoming increasingly popular with businesses. People are adopting managed services to better organize operate and safeguard their...
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