Dreamforce 2011 Salesforce-to-Salesforce for sharing data across Orgs

Salesforce-to-Salesforce makes it fast and easy to share data between different Orgs. You can share lead, opportunity, account, contact, task, product, opportunity product, case, or custom object records with any other Org and get real-time updates on the shared data.

This enables collaboration to be a lot more easy.

With Salesforce-to-Salesforce, your different business units or partners can easily integrate your data with the data they manage in Salesforce. They can also integrate their business processes with updates received from you using workflow, assignment rules, and reports.

Dreamforce 2011: some sound bytes for building customer relationships

Source: Brent Leary

Brent did quite a good presentation about CRM. There were some sound bytes worth noting:

1. Find, Catch and Keep Customers
2. Trust is highly influenced by social networking
3. 93% of customers expect brands to communicate through social media
4. Customer behaviour is being driven by mobile devices bypassing the desktop PC
5. Deal with customers in the palm of their hands
6. Interact within the social arena
7. Focus upon improving the life of the customer and not just constrain the experience around product
8. Use mobile to enrich the product experience
9. Use knowledge for self-service and first contact points
10. Transform companies to engage in customer dialogue
11. Many companies are out of sync with the need to engage in customer dialogue - they still use controlled communications
12. Good customer dialogue increases customer attention span
13. Smart social networking design drives down email traffic
14. Its about listening, understanding and responding to customer needs
15. Social media is the voice of the customer
16. Social dialogue increases customer advocacy and retention
17. Social strategies transform employee engagement
18. To measure is to know
19. Best performing companies measure twice as much and twice more frequently
20. New measures are a must
21. Handling social insights well drives prioritisation
22. The focus is now on the 'share of the dialogue'
23. Customer communities is now the frontier for 1st level problem resolution
24. Lifetime customer VALUE + INFLUENCE + ACTIVITY = Social CRM ROI
25. Experience is everything
26. Value customers beyond transactions
27. Insights + intent + empathy + action
28. Integrate social into traditional to create new processes

Dreamforce 2011: 50%+ CRM is sub optimal because of data quality issues

According to industry analyst, Gartner Group, more than 50% of customer relationship management deployments will suffer limited acceptance, if not outright failure, due to lack of attention to data quality issues.

The impact of poor data quality is far reaching and its affects are both tangible and intangible. If data quality problems are allowed to persist, management grow to mistrust the information in the CRM and will be reluctant to use it for decision-making.

This evidence shows there is a growing need to have a more 'intelligent' implementation of CRM.

Intelligent CRM needs a combination of lead indicators, corporate gamification as a behavioural rewards system and a cultural change programme as a must have to drive high standards of CRM data quality.