Source: Bluewolf / MIT Sloan School of Management [download page]
Notes: As with last year’s study, customer engagement is a central theme running through this latest analysis of how companies are using Salesforce. The average company is investing in at least 2 programs, with customer retention programs (61%) the most popular. The majority of service (67%) and sales (62%) departments are being measured on customer engagement, and 53% of users report investing in programs to measure customer engagement. Separately, 37% of survey respondents (46% of C-level executives) report that Salesforce has measurably improved their customer experience.
Related: C-Level Execs: Customer Engagement Top Strategic Priority for Digital
About the Data: The results are based on a survey of more than 1,000 Salesforce users, 59% of whom are manager and above. The high tech (33%) and financial services (14%) industries are most heavily represented.
