Case Study

Salesforce: Driving Engagement Through a Customer Community

January 1st, 2018
Lisa Nakano, VP, Principal Analyst
Lisa Nakano VP, Principal Analyst

Summary

Historically, many B2B companies have taken a passive role in understanding how best to structure engagement opportunities for their existing customer base. Most vehicles for customer engagement were disjointed or mismanaged, sometimes leading to missed opportunities and confusion among customers. In recent years, however, leading organizations have increased their efforts to provide a vibrant environment for customer engagement. In this report, we describe how Salesforce transformed its customer community to drive customer and employee engagement.

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