Salesforce is perhaps the commercial world’s leading sales support and customer management software platform.

The company’s chief, Marc Benioff (hmmm, does The Agitator have a thing for ‘Marc’s’ this week?) knows a thing or two about managing customer relationships. You might think in terms of donor relationships.

Here are some observations he shared during a recent on-stage interview at the Consumer Electronics Show, as reported on Marketing Land

You Have To Connect To The Cloud

Eight things companies need to consider: Social, Touch, Local, Analysis, Identity, Ecosystems, Community, Cloud.

Social Media More Than Stalking; It’s Your Dishwasher Asking For Help

Soon your dishwasher will be calling for help — it will be connected to the cloud, and when there’s a problem, it will automatically signal a service center, and you’ll get a call before you know you have the problem.

[How can you be more alert to donors signaling problems?]

Customer Service: “The New Marketing”

“You don’t want me on Twitter [saying] that Samsung, it didn’t work.” You want problems to be easily solved for you. Then someone gets on Twitter, and you’re going to say, I love Samsung, I love Toyota. “That’s marketing … that is the new marketing.”

Connecting Beyond Email & Token Efforts

Says Benioff: “How are you connected with your customer, your partners, your employees. Email? Those days are over.” He’s not knocking email; rather, saying it’s not nearly enough.

Trust As Number One Value

For companies, Benioff lists trust as value #1, followed by growth and innovation. He praises “disruption” — “…we love disruption. It’s the heart of what we do.”

Philanthropy: The Best Drug

Salesforce puts 1% of earnings into charity, and makes its platform available to nonprofits for free. Says Benioff: “You want to feel great every day … that grace that comes up inside you every day … philanthropy is the best drug you can take.”



This article was posted in: Donor retention / loyalty / commitment, Nonprofit management, Social media.
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