After Salesforce carried out a series

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Of so-called Five Second Tests , it became clear that the marketing claim was misleading: “ Back then, the [English] word 'social' was primarily associated with charity ,” said Bill Macaitis in the Hotjar Podcast , at the time Senior Vice President of Marketing at Salesforce. The test subjects therefore assumed that Salesforce only sold software for charitable organizations . This insight explained the site's high bounce rate and loss of leads . The site visitors assumed that the product was not aimed at them and therefore quickly left the site.

After the company adjusted the marketing claim, the digital metrics improved Special Data significantly. Salesforce once again enjoyed success. Customer Centricity as a Service The so-called Customer 360 Strategy , which Salesforce announced in June of this year, is also interesting : It offers support for Salesforce customers who want to achieve customer centricity in their company. Salesforce's service is to provide B2B and B2C companies with a centralized and comprehensive customer data platform . This maps the entire customer journey and can be used holistically for sales, customer service, marketing or even product management .



This means that it is no longer necessary to use a wide variety of different tools; you can access all relevant information centrally. Keith Block, the company's managing director, explains the new approach in line with customer centricity from the perspective of his target group , which is primarily made up of managing directors: “ Every CEO has a strategic mission and commitment to all stakeholders in the environment regarding growth and success. It's about putting that customer at the center of the world.