Catching up with Rosie Roca VP of Customer Success, SMB Essentials, at Salesforce

Ramon caught up with Rosie Roca, VP of Customer Success, SMB Essentials at Salesforce during the Dreamforce 2019 conference in San Francisco. Salesforce is CRM (customer relationship management) solution that many big businesses use to manage their prospects and customers and get a clear view of their pipeline, churn, and more. But Salesforce is also focused on SMBs as well, and they’ve rolled out a new tool called Salesforce Essentials, which is perfect for small businesses.

Customer Experience Advice from Rosie Roca, VP of Customer Success, SMB Essentials

At Salesforce, customer experience includes all the touch points — website, on the phone, in the app, in person — and their goal is for each person to walk away feeling great about the experience. The Customer Success teams wants to help customers develop loyalty, and customer experience plays a big role in that. 

Rosie talked about making sure customers feel valued, and how the overall Salesforce experience makes that happen. The Essentials solution allows customers to get started quickly and gives them everything they need. They’ve worked hard to eliminate the frustration (and time) that goes into trying to get up-to-speed on how to use a new tool. Essentials is just that — the essentials needs for a small business to take off running. Plus, it has support built in, so business owners can be successful every step of the way.

Customer Experience: Online vs. In Person

Ramon asked Rosie a hard-hitting question, and one that many business owners spend countless hours trying to solve: What’s the difference between online customer experience and in-person customer experience? Rosie explains that they actually aren’t so different. “Every customer should feel welcome, know where to start, know there is a team to support them, know about the promotions being offered. Ultimately, the same feeling as if you saw customer in person,” Rosie explained. It’s a pretty simple idea, and it works regardless if your business is virtual (online) or if you have a brick-and-mortar location. 

Salesforce proved this exact point at the Dreamforce 2019 Conference — Ramon commented how the event itself was the perfect example of customer experience, with attendees being guided through the event, support available to answer questions, and the overall friendliness of everyone who worked there.

Customer Experience Advice for SMBs

Rosie’s advice for SMBs working to enhance their customer experience? Put yourself in the customer’s shoes. What is the experience you would want as a customer yourself? Take some time to think through what that looks like, and come up with an experience that you can create for your own customers. 

About Salesforce

Salesforce is a customer relationship management solution that brings companies and customers together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.

Integrate every part of your company that interacts with customers — including marketing, sales, service, and more — onto one CRM platform, Salesforce Customer 360, which:

  • Gives teams a shared view of every customer
  • Automates workflows using artificial intelligence
  • Integrates easily with existing data and systems
  • Keeps your business data safe and secure
  • Customizes and scales for any size company

Salesforce brings customers and companies together.


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