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Cisco and Salesforce.com: IoE and the Next Generation of Customer Service

The networked connection of people, processes, data, and things that we call the Internet of Everything  (IoE) continues to increase its pervasiveness in the workplace and at home. As a result, business leaders are adapting to meet the changing expectations of the enterprise, their customers and the consumer market.

This isn’t the far-off future. It’s now. Organizations are revolutionizing business processes today. The Internet of Everything is dramatically impacting the performance of innovative businesses.

IoE is real and beneficial and can take many different forms, depending on the unique issues or opportunities facing an enterprise.

In a recent post, Chris Botting talks about how Customer Collaboration connects IoE to consumers.

I had an opportunity to really look closely at some of these impactful uses of IoE as we prepared for a two-day media, customer and partner event exploring tangible examples of IoE in action in Chicago last month. Along the way, I developed another perspective about business applications of IoE. In many cases, IoE becomes the Internet of Customers.

As a panelist at the event, Daniel Debow, senior vice president of Emerging Technologies at salesforce.com, provided great insight into IoE’s role in this amplified customer interaction.  He suggests that IoE is providing the roadmap of the next generation of customer service while transforming the entire service experience.

Daniel recognizes that behind every one of these billions of connected devices, there is a customer. In the real-world, Read More »

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Jabber Integration within Salesforce.com Boosts Productivity

Luca Felli

From Lance: It’s as easy as dialing a phone … no, wait it’s even easier

I dial the phone so often I don’t even think about it anymore: looking up someone’s phone number, and dialing their number into the phone – it’s second nature by now. But do it often enough in one day – or spend too much time looking up the number or dial the wrong number – and it gets to be a real pain.
Read More »

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Social Media Is Like Gelato In A Cone #CiscoSMT #SocialSavvy

March 12, 2013 at 2:26 pm PST

Last week I spoke at an event and the definition of social media came up. Some people refer to social networking tools when they speak of social media while others refer to the notion of engagement and content on the web. I’m more of a “gelato in a cone” kinda gal. I view social media as engagement and content (gelato) that lives in some kind of an “online container”, such as a social networking site or another web platform (cone). I’m looking for both. I would even argue that customer experiences, whether social or not, could and should be connected to optimize their journey. For example, social content can live on your web site and your social networking sites and conversations can be prominently featured at your events.

Building on the “gelato in a cone” interpretation of social media, we (@CiscoSocial) will be hosting a social media event for the savvy marketer in San Jose on April 18 and 19. Anyone and everyone is welcome to attend this free event as we bring together some super bright practitioners for 2 days of live chats and presentations. The practitioners that are lending their expertise and time to our event come from Twitter, LinkedIn, Kaiser Permanente, Walmart, Adobe, SAP, Intel, VMware, Citrix, ABC, eBay, Salesforce.com, MindShare, Engauge, Percolate, BuzzFeed, Performics, Digby, Blinq Media, Cisco, and more.

You may attend in person or via webcast, just please register ahead of time.

Register for the in-person event: http://cs.co/SMevent.

Register for the webcast: http://cs.co/SMEventWebcast.

Hash tags: #CiscoSMT, #SocialSavvy

Ping us at @CiscoSocial

We have a wide range of topics lined up for you, check out some details here:  Read More »

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Connecting the Customer Experience Through Social #CiscoListens

January 28, 2013 at 6:50 am PST

Integrating Social Media Channels into Existing CRM Systems and Processes

The year is 2024, and you just walked into a department store to return a pair of jeans. As you enter the store, the near field communication (NFC) chip in your smartphone tells the store who you are because you have enabled the privacy settings to do so. The store knows you’re an active fan on Facebook. You’re even classified as one of their ambassadors. You’ve been identified as a frustrated customer after posting a comment on the company’s Wall about your brand new jeans being defective. One of the sales representatives receives an alert message that you’ve arrived, and she’s waiting for you in the jean section, holding a new pair of the same jeans, in your size, ready to make an exchange. The NFC chip in your phone has already confirmed your identity, reducing the need to show a receipt, credit card, or drivers license. You’re out the door with a new pair of jeans faster than you’re able to post a raving review on their Facebook wall, reclassifying you as an advocate in their CRM system.

“They replaced my busted jeans without even asking a question!”

OK, the year is not 2024, Cisco doesn’t sell jeans, and I’ve only been able to use NFC once in the year I’ve had it on my smartphone. But haven’t you wished that the company you just called already knew the past phone, email, even Facebook conversations you’ve had with them so that you didn’t need to explain yourself to them again and again? Isn’t your time valuable, shouldn’t all of their systems talk to each other to create a better, not worse experience for you? Read More »

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WebEx Social Community Boosts Cisco Salesforce Productivity and New Product Launch Bookings

January 18, 2013 at 10:30 am PST

Keeping more than 20,000 Cisco salespeople in 87 countries up to date on our hundreds of products and solutions is a critical and challenging task. Just ask members of the Global Virtual Team Program. They are responsible for bringing SMEs from various business units together to provide product and related training directly to the salesforce, which is mostly done through WebEx conference calls, webinars, recorded content on shared topics, hands-on labs, and live events at Cisco’s San Jose campus. Read More »

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