This week is Dreamforce in San Francisco and Salesforce has its foot firmly on the gas pedal.
Today the company announced three new products: the Salesforce1 Sales Cloud, the Salesforce1 Service Cloud, and the ExactTarget Marketing Cloud.
With the Sales Cloud, developers can create customized sales apps that admins can distribute to any sales user, anywhere, on any device.
“Social, mobile and connected technologies have created a new and increasingly powerful genre of buyers who expect more from companies that want their business,” explains Linda Crawford, EVP and GM of Sales Cloud, Salesforce. “Today’s sales organizations need to transform how to sell in this new world. With the new Salesforce1 Sales Cloud, companies have the platform for selling for the Internet of Customers.”
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The Service Cloud is a social, mobile, and cloud customer platform built to transform how companies deliver customer service. Powered by Salesforce1 Customer Platform APIs, “1 Touch Service” enables developers and ISVs to build and embed service everywhere—within any product, app or experience.
“The always on, ever-connected customer demands service at the speed of now,” noted Alex Bard, SVP and GM of Service Cloud, Salesforce. “To meet this opportunity, companies need a customer service platform to connect with customers and the next generation of apps and devices—the Internet of Customers. Salesforce1 Service Cloud is the only platform that enables companies to embed service everywhere—in every single product, app or experience, making the path to customer satisfaction instant and frictionless.”
Here’s what Salesforce says about the “Internet of Customers”:
The world is becoming completely connected. Every day millions of new products, apps and devices are connecting to the Internet. By 2020, there will be more than 50 billion connected things, from smartphones and wearable smart devices to jet engines and cars. And behind every product, every app and every device, there is a customer. In this new connected world, by the time a customer reaches out to someone in sales, they are already through 60% of the purchasing decision process, according to a study by the Corporate Executive Board company. This stark shift in buying means sales reps have less time to influence deals and have a narrow opportunity to form a 1:1 relationship. Welcome to the Internet of Customers.
Finally, the ExactTarget Marketing Cloud provides digital marketing apps for email, mobile, social, web, marketing automation and connected products and provides a data infrastructure that makes it possible for marketers to create a single view of every customer, manage the customer journey, and deliver optimized content on every channel and device. This product leverages technology from Canadian-born Radian6, which Salesforce acquired for $326 million in 2011.
“The ExactTarget Marketing Cloud is the customer platform for 1:1 marketing, connecting companies with their customers in a whole new way,” said Scott Dorsey, Chief Executive Officer of ExactTarget Marketing Cloud. “With the Internet of Customers everyone and everything is connected, the ExactTarget Marketing Cloud makes it possible for marketers to deliver a seamless, 1:1 and relevant experience across email, mobile, social media, websites and even connected products.”