Case Study

Salesforce: Driving Engagement Through a Customer Community

January 1st, 2018

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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.