With Salesforce, The Future of Innovation is Here Today
Modern technology has always moved quickly, but the pace of change in the last few years is enough to make one’s head spin. Ideas hit the development stage almost as soon as the mainstream media gets wind of the premise. What was once the realms of pure science fiction is now a reality. The pace of change, and the attempts of consumers, tech companies and governments alike to keep up, makes for an exciting time.

All Thanks to Cloud Computing?
Once an enormous shift in technological thinking and practice, Cloud is here to stay. It’s so fundamental to our web experience (particularly for SaaS such as Salesforce), it’s hard to imagine how we ever got by without it. CIOs used to worry about ensuring enough power and stability of their systems to ensure continued coverage. But with The Cloud and its inbuilt failsafe and distributed server systems, that is a thing of the past.

Change in the age of The Cloud is potentially self-sustaining. Businesses use its power to create new products and services and an empowered consumer base feel confident about expressing their needs. They’re no longer willing to “like it or lump it” of the technology of yesteryear. In turn, businesses can adapt quickly to customer needs. The circle goes on.

The Innovation of Salesforce
Salesforce is constantly recognised as a force for change. It’s still considered one of the most innovative providers of B2B services. There is no sign of letting up and that’s because Salesforce cherishes innovation. In 2016, an industry survey rated Salesforce 77% in the “Innovation of Premium” category. A keynote speech delivered in the spring of 2016 highlighted that Salesforce key to innovation is, as mentioned above, its customer base. Without customers making use of Salesforce and communicating their needs, Salesforce would not perform as high as it presently does.

Some of the world’s most powerful brands use Salesforce to enable their own innovation, both in terms of their inner workings and the products and services they supply to customers in turn.

  • Toy giant Mattel is exploring options in The Internet of Things to understand how children interact with their products so that they may continue to offer children their changing entertainment needs
  • Soft drinks giant Coca-Cola is employing Salesforce Wave on its Big Data projects to improve customer service and improve other areas of their business
  • Private transport hire website Uber is using a similar Big Data project to hire more drivers and streamline information to encourage people to use it

Innovation as a Tool for Customer Retention
With recent changes to data collection and retention (notably GDPR), it’s down to businesses to ensure they’re using Big Data, not just responsibly, but effectively too. Smart use of information can be the difference between anticipating your customer needs and merely reacting to them. The former demonstrates good business intuition; the latter demonstrates a lack of customer awareness and in this world of rapid change, that could prove fatal in the tech industry.

User Experience (UX) went from a luxury in the early part of the decade to mainstream a couple of years ago. Now it’s not even a question – customer experience is one of the pillars of modern tech. This is where Salesforce’s Customer Success Platform comes in.