{"id":6759,"date":"2021-09-17T08:58:15","date_gmt":"2021-09-17T15:58:15","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=6759"},"modified":"2021-09-17T08:58:15","modified_gmt":"2021-09-17T15:58:15","slug":"new-idc-report-examines-salesforces-gold-standard-customer-success-delivery","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/new-idc-report-examines-salesforces-gold-standard-customer-success-delivery\/","title":{"rendered":"New IDC Report Examines Salesforce&#8217;s &#8216;Gold Standard&#8217; Customer Success Delivery"},"content":{"rendered":"\n<p>According to a new IDC report, \u201cSalesforce is a technology industry gold standard for customer success. Salesforce was a pioneer of the concept and was one of the first businesses in any industry to publicly advocate a goal of customer success.\u201d<\/p>\n\n\n\n<p><strong>Driving the news<\/strong>: In 2018, Salesforce invested in connecting its Sales and Customer Success teams to deliver a unified, end-to-end customer experience. Then, in 2021, the <a href=\"https:\/\/www.salesforce.com\/services\/overview\/\">Customer Success Group<\/a> (CSG) expanded to include both partner organizations (Alliances and Channels) and Ignite \u2014 Salesforce&#8217;s in-house customer innovation and consulting organization.&nbsp;<\/p>\n\n\n\n<p>As a result of this expansion, Salesforce is better able to offer customers of multiple sizes and industries integrated, trusted experts, and high-value services \u2013 and drive mutual accountability for customer success.<\/p>\n\n\n\n<p><strong>What\u2019s the impact: <\/strong>The<strong> <\/strong>IDC report, \u201cCustomer Success \u2014 The Salesforce Approach,\u201d<sup><em>1<\/em><\/sup> focuses on Salesforce\u2019s Success 360 methodology, which connects the pre-sale and post-sale experience and delivers value at every step of the customer journey. It includes four steps:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Listen to customer needs: <\/strong>Conduct research\/discovery and develop an initial point of view. Qualify needs and the potential realized value to stakeholders.<\/li><li><strong>Build trust: <\/strong>Define customer requirements, deliver a prototype, and validate the solution, ensuring solution vision, value, and scope align with IT and line-of-business (LOB) stakeholders&#8217; expectations.<\/li><li><strong>Partner with the customer: <\/strong>Resolve concerns, deliver the final proposal, and finalize contracts.<\/li><li><strong>Succeed: <\/strong>Implement and deploy the solution, encourage adoption, realize customer value, and grow usage.<\/li><\/ul>\n\n\n\n<p><strong>What they&#8217;re saying:<\/strong><\/p>\n\n\n\n<p>&#8220;Salesforce has succeeded in transforming its customer success operations into a strategic competitive advantage,&#8221; said Gerry Brown, research director, IDC European CX. &#8220;Its commitment to customer success is striking. It has connected 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.&#8221;<\/p>\n\n\n\n<p><strong>The Salesforce perspective: <\/strong>Customer success should be considered a business model \u2014 more than service alone \u2014 that can galvanize morale and motivation and direct customer experience (CX) investments to measurable and tangible customer outcomes.&nbsp;<\/p>\n\n\n\n<p>Companies should consider implementing a dedicated CSG team to ensure low customer churn, market share growth within enterprise customer accounts, and long-term loyalty, advocacy, and customer value.<\/p>\n\n\n\n<p><strong>The customer view:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u201cSalesforce Professional Services and Customer Success teams were phenomenal. They did a really great job in bringing the teams together and clearly articulating what we need to do to design a solution that is scalable, reliable, and maintainable. They had clarity of thought, were aligned to our business vision, and built a quality solution,\u201d said Stella Michael, Director of CRM Platforms, Priority Health.<sup><em>2<\/em><\/sup>&nbsp;<\/li><li>&#8220;Taking advantage of the expert coaching sessions as part of our Success Plan with Salesforce is really a no-brainer. It saves us money and time,\u201d said Allyndreth Devlin, Salesforce Business Analyst, Glassdoor.<sup><em>3<\/em><\/sup><\/li><\/ul>\n\n\n\n<p><strong>Explore further:<\/strong> For more than 20 years, Salesforce has collected over 150,000 customer product usage best practices, insights, and benchmarks that can help guide customer success. For more information on Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/services\/professional-services\/overview\/\">Success Plans<\/a>, <a href=\"https:\/\/www.salesforce.com\/services\/professional-services\/overview\/\">Professional Services<\/a>, and how its Customer Success team leverages these best practices and tools to drive amazing results for customers, read IDC\u2019s whitepaper <a href=\"https:\/\/www.salesforce.com\/form\/conf\/idc-perspective\/\">here<\/a>.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><sup><em>1<\/em><\/sup> <em>IDC, Customer Success \u2014 The Salesforce Approach, (doc #EUR147904421, June 2021)<\/em><\/p>\n\n\n\n<p><em><sup>2<\/sup><\/em> <em>IDC did not provide the customer analysis on Priority Health.<\/em><\/p>\n\n\n\n<p><sup><em>3<\/em><\/sup> <em>IDC did not provide the customer analysis on Glassdoor.<\/em><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>According to a new IDC report, \u201cSalesforce is a technology industry gold standard for customer success. Salesforce was a pioneer of the concept and was one of the first businesses in any industry to publicly advocate a goal of customer success.\u201d Driving the news: In 2018, Salesforce invested in connecting its Sales and Customer Success [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":6760,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1142,1287],"sf_theme":[1121],"sf_topic":[1104],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1110],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-6759","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-announcements","sf_content_type-news-highlight-product","sf_theme-customer-engagement","sf_topic-customer-success","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>New IDC Report Examines Salesforce&#039;s &#039;Gold Standard&#039; Customer Success Delivery - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/new-idc-report-examines-salesforces-gold-standard-customer-success-delivery\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"New IDC Report Examines Salesforce&#039;s &#039;Gold Standard&#039; Customer Success Delivery\" \/>\n<meta property=\"og:description\" content=\"According to a new IDC report, \u201cSalesforce is a technology industry gold standard for customer success. 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