If you’re a relatively new company, growth and expansion is exciting. You’re getting new customers left and right which is creating exciting opportunities for your business. Maybe you’re finally able to afford a booth at that large tradeshow or even hire a few new employees. However, new customers also mean more customer relationships that need to be maintained and nurtured. Especially in the B2B (business to business) world, customer interactions are extremely important as many industries rely on customer advocacy and referrals for new business.
Just like an old car, sometimes you need to move on to something that meets your current needs. The kids have left the house and that minivan just isn’t practical to drive around anymore. The same can be said about software solutions. A company can be totally satisfied with their customer support solution for years but, as they get more customers, they may outgrow their current software and its capabilities.
All successful businesses now have some sort of CRM (Customer Relationship Management) software in place. From free solutions for small businesses to million dollar contracts for global companies, CRM software can range greatly in price, value, and capabilities. One of the most popular tools for businesses of all sizes to manage their relationships with customers is Salesforce. Let’s look at why companies choose Salesforce, how it’s different from customer support software, and most importantly how the two work together.
Once an afterthought, the user experience (UX) has increased in importance over the years as business software companies recognize UX as a key component of customer experience. Gone are the days of having a developer put menus and links wherever they want to. Instead, companies now strive to create a better user experience and can agonize over minor icon colors, menu link structures, and image placements.
As a software company, it can be difficult at times to keep up with the demands of your customers. They’ll clamor for a new feature and you’ll spend months building and testing it, only to have it go live with unforeseen issues popping up. Next thing you know, you’re getting support tickets coming in from all different directions with customers reporting problems in several areas of your software. This can leave companies overwhelmed and paralyzed, forcing them to ask one question…