(Page 2 of 2)
From Loyalty to Advocacy
Salesforce is pushing hard to sell the benefits of its new tool. The company points to the reality of social networking users surpassing e-mail users in number. Salesforce research also shows that nearly a quarter of all time spent online is spent on social networks like Facebook. Salesforce wants to be at the intersection of these technologies to help companies connect with customers.
Rob Enderle, principal analyst at The Enderle Group, told us Salesforce.com is correct in its assumption that legacy tools aren't enough to get the job done. As he sees it, companies need tools that open up dynamic dialogue with customers. Although Salesforce isn't the first to recognize the need, it's the biggest player to act on it.
"More companies are discovering that customer loyalty is incredibly important," Enderle said. "The cost of customer replacement is exceedingly high, so if you can engage those customers, keep them loyal and maybe move them to advocacy, not only does that enhance sales but it lowers your cost of customer retention and replacement."
Salesforce Communities is currently scheduled to be available in limited pilot in fall 2012 and generally available the second half of 2013. Pricing has not yet been announced.
Posted: 2012-09-03 @ 3:31am PT
Interesting. I believe this is a market full of opportunities (Brainspot, my company, offers tailor-made community solutions as well) and Yammer just doesn't do the trick for many companies out there as a result of functions and pricing...