Salesforce.com For Dummies®

Part V. Delivering Excellent Service

In this part . . .

Ask any professional sports coach, and he or she can tell you one single truth: “Although offense gets you in the game, defense wins championships.”

You can say the same thing about your customer relationship management (CRM) strategy. If sales are the offense that puts revenue on the board, service and support are the keys to lasting success with your customers. You take a big step toward beating your competitors by keeping the customer satisfied.

And customer service success means that you have to do more than just deliver excellent service. Any good manager knows that to succeed you have to focus equally on managing costs, creating efficiencies, and addressing your customers with consistency across multiple communication channels.

To meet those demands, Salesforce Service & Support gives you capabilities to deliver excellent service efficiently across multiple channels, with all the advantages of the on‐demand model, including easy deployment, rapid customization, and real‐time reporting. If you're not a support executive or a system administrator, you can still breeze through this part, dog‐ear some of the pages, and send the book over to your support pal with a note reading, “Thinking of you.”