How AOL Deployed Knowledge to Boost Agent Productivity
How can customer service organizations empower agents to work smarter? In this webinar, Michelle Manbeck, Program Director, Training and Knowledge Management at AOL, will share how her team deployed Knowledge to 1,500 agents around the world. Learn how an effective knowledge strategy can reduce costs and improve agent productivity.
Join this webinar to gain insight into:
- Why AOL invested in Knowledge, and challenges they overcame
- What mattered most to AOL when evaluating and implementing a Knowledge solution
- How AOL manages Knowledge: Authoring articles, surfacing answers, gathering feedback, measuring results
- AOL’s Knowledge roadmap and aspirations
RecordedJan 22 201551 mins
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Join us for the Marketing Cloud July 2016 Release Webinar and get an exclusive look at the new features now available. Come hear from our experts about the new additions to the product, including Email Studio, Mobile Studio, Advertising Studio, Journey Builder and much more.
SteelBrick and Salesforce’s Partner Community give your channel new ways to connect to your sales processes and resources, allowing channel partners to service their buyers directly, for example.
Learn from long-time Salesforce customer Curt Westberg, Vice President at Dexter & Chaney, as he discusses how Dexter took its Partner Community to the next level. He used SteelBrick to replace a spreadsheet-based system for pricing and quotes. Channel partners gained access to product and pricing information and the ability transact from anywhere, on any device.
Dexter & Chaney moved its channel sales partners from a system plagued by manual processes and poor visibility to Salesforce’s Partner Community and Steelbrick, making its channel a powerful revenue machine and engine of growth.
Houghton Mifflin Harcourt Speaker TBD | Heather Glendinning, Director of Product Marketing, Salesforce
Salesforce customers are transforming their businesses with Service Wave. Join us for a special webinar introducing Service Wave. Hear how customers are using Service Wave, learn best practices, view a live demo and participate in an interactive Q&A.
Doug Weiss, Chief Marketing Officer, Eating Recovery Centers| Fred Stevens, Director, Huron Consulting Group
Today’s patients expect a faster, more personalized healthcare experience than ever before. With the consolidation of healthcare systems, new reimbursement models, and narrowing operating margins, there has never been a more critical time for organizations to embrace a CRM to ensure not only the health of the patient, but also the health of the business.
Hear from Salesforce and Doug Weiss, Chief Marketing Officer - Eating Recovery Centers, to learn how they use Salesforce in the contact center to create a seamless patient experience across the continuum of care.
Jason Summers, Director, Global Customer Relationship Management | Andrew Hodge, Analytics Product Marketing, Salesforce
There’s a huge gap between customer data and making solid sales decisions using that data. This disconnect means that sales teams are selling unintelligently.
We’re going to show how Sales Wave closes that gap, making it possible for sales teams to:
• Connect to their customers in a whole new way
• Sell from anywhere using their mobile devices
• Get smarter and more predictive about their customers
• Create 1:1 experiences for every customer
PHIL SIMPSON - Regional Sales Manager, Salesforce Pardot
B2B marketing and sales teams are on a constant quest to improve upon their revenue-generating efforts, and the tasks involved — seeking out new business, creating a seamless buyer experience, building and tracking campaign efforts — all require significant time and effort.
What if there was a way marketers and sales teams could save time and effort and increase revenue generation at the same time?
Enter, your technology solution. With Pardot, B2B Marketing Automation by Salesforce, marketing and sales teams can maximize campaign efforts, boost productivity, and shorten sales cycles — yielding consequential benefits both marketing and sales teams.
Join us for a quick 40-minute look at how Pardot is:
- Powerful enough to deliver the personalized experience that buyers expect
- Simple enough to make this a manageable and scalable effort for your sales and marketing teams
- Connected enough to make working together a seamless process, allowing sales and marketing to deliver a truly frictionless customer experience
We’ll also be joined by a Pardot client, who will share how marketing automation has transformed the way that they market and sell!
Estrella Gallegos, Data Integrity Manager Rackspace | Bruce Dury, Lead Solution Engineer, Salesforce
Data is the foundation of your CRM. Sales, Marketing, Service, and others rely on that data to run the business. Do you have a good handle on how healthy your data is?
Salesforce Data.com brings the best B2B customer data into the #1 CRM so you get more insights, more sales opportunities, and cleaner data—all right where your team works, helping boost your sales productivity.
Join us to learn how to:
- Quickly and easily understand the current health of your data
- Better understand the corporate relationships among your accounts
- Improve the quality and completeness of your data with Data.com
Joey Len, Salesforce Administrator, Enovate Medical | Lisa Hauge, Product Marketing Salesforce
Sell faster from your inbox. Introducing Lightning for Outlook, the new integration between the world’s #1 CRM and the leading email platform. When your reps spend less time moving between Sales Cloud Lighting and Microsoft Outlook, everyone’s productivity skyrockets.
Now you can access CRM records directly in Outlook, delivering customer data to the point of customer contact for faster sales. They can also quickly add emails to Salesforce records, helping everyone sell smarter.
Lightning for Outlook is 100% cloud based with all the benefits of the cloud: no installation and automatic upgrades. To tailor it to your business, you can easily add custom sales apps like Lighting Voice for phone sales or Steelbrick to automate CPQ (configure, price, quote). Plus there’s a plug-in for backwards compatibility all the way to Outlook 2007. Now it’s even easier to sell the way you want.
Find out how you can supercharge productivity with this breakthrough integration between two of the applications reps use most often: Sales Cloud Lighting and Microsoft Outlook. Register for the webinar.
Bradley Haller, Social Media Specialist, Mercy | Justin Breitfelder, Healthcare and Life Sciences, Salesforce
Mercy serves millions of patients at hospitals and clinics across the Midwest, but it was struggling to find its identity on social media. The health system consolidated its dozens of Facebook pages and partnered with Social Studio to better align its media relations and social media teams, allowing them to focus on creativity, crisis management and customer service. In this session, Mercy’s social media specialist will offer tips for delivering organized, unique and relevant content – on macro and micro levels – and explain how measurement tools are propelling the health system forward.
The US retail industry will invest $15 billion in digital advertising in 2016, making it the largest ad spender among U.S. industry sectors. Activating customer data is just one of the ways to make digital retail advertising more effective.
Learn how your peers at other companies such as Scotch & Soda are finding success.
Scott Campbell, Corporate Sales and Marketing Manager, Canlan | Jason Perocho, Product Marketing, Community Cloud, Salesforce
Customer experience has overtaken price and product as the #1 differentiator in today’s marketplace. Businesses must continually find new ways to create personalized and immersive experiences for customers in order to build relationships and win loyalty.
Join us to learn how Canlan Ice Sports used a community to dynamically engage customers, attract new business, and deliver a unique, mobile-responsive experience for its members.
Erin Andrew, Assistant Administrator for Women’s Business Ownership, U.S. Small Business Administration
Apps have redefined the world we live in today and are now the key to every business's success. Companies need to build a connected experience, one that connects employees, customers and apps all on the same platform--and they need to do it fast and without any code.
So how do you do this? Do you build an app yourself or simply purchase an app? What does it take to grow your business with apps? Find out by joining, Jenny Nunez, Product Marketing Manager for Salesforce App Cloud, as she uncovers/reveals what it takes for companies around the world to deliver apps in this new connected, low code world and grow their business even faster.
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Kevin Baldacci, Senior Product Marketing Manager | Edita Robinson, Product Marketing SalesforceIQ
The sales rep’s daily workflow has become inefficient. On average, salespeople spend 28 hours per week reading and answering email. However, the data they need to close the deal isn’t connected to their inbox. As a result, sales reps only spend 30% of their time selling, because they are constantly toggling between applications.
Join Salesforce’s Kevin Baldacci, Senior Product Marketing Manager and Edita Robinson, Product Marketing Analyst will walk you through how to sell smarter from your inbox.
Account-Based Marketing (ABM) has gained incredible momentum in the past couple years. Like many things in life, it’s not always as simple as it first sounds. Some marketers have jumped into ABM and seen mixed results. Others aren’t sure where to start.
This webinar will give you pointers on how to tackle the most important step in ABM: building your list of target accounts. Hear practical advice from Sangram Vajre, CMO of Terminus—one of the originators of the #FlipMyFunnel ABM movement and author of Account-Based Marketing for Dummies.
We’ll show you how to start flipping your funnel using Salesforce, and set yourself up for Account-Based Marketing success.
Julie Bazan, COO, Cobblestone Capital Advisors LLC | Eran Agrios, Director, Wealth Management Product Marketing, Salesforce
It's only been a few months but we're excited to share even more new enhancements that will help you personalize your client engagements and supercharge advisor productivity. Join us live on July 12th to learn about the new features of Financial Services Cloud that were recently released as part of the constant innovation we're delivering to help wealth managers put their clients first.
Robert Shilston, Director of Engineering, Financial Times | Angelos Kottas, Sr. Director of Product Marketing, Salesforce
The speed of business is accelerating. In order to keep up, organizations need to adapt and transform in order to deliver software innovation in a continuous manner. You need a new approach and way of designing, deploying and scaling your applications from development through production and back again, because the innovation cycle never ends.
How can you steer your IT organization towards this new paradigm, and deliver the digital experiences that will differentiate your enterprise quickly and efficiently? In this webinar, you’ll learn how Financial Times is transforming its business with Heroku Flow - a powerful new continuous delivery (CD) toolchain that delivers on the promise of transformation by offering a new and flexible way to make CD visual, easy to manage, and accessible to all team members, from design and engineering, to product management, QA and operations - and discover how you can too.
Rohit Madhavarapu, Product Management, Healthcare, Life Sciences|Rohit Narayan, Solution Engineer, Healthcare, Life Sciences
With the industry shift to value-based reimbursements and bundled payments, effective communication and care team collaboration are critical in reducing readmissions and avoiding costly penalties.
Join our Healthcare Industry team leaders as they discuss how Salesforce Health Cloud can help organizations deliver better patient care after discharge from acute care facilities. We’ll also show a demonstration specifically for how organizations can use Salesforce for the Medicare Comprehensive Care Joint Replacement (CCJR) program.
*According to data from the Center for Health Information and Analysis (CHIA)
To maintain a competitive advantage, take the right actions, and capture new opportunities, your business needs to move quickly. In order to do this, decision-making within your organization's marketing department needs to happen at the speed of business.
Join us as we review how the Salesforce marketing team uses Wave Analytics to answer questions and uncover untapped opportunities to better align with Sales. Our marketing team will share how they collaborate with the sales organization to fix performance gaps and locate programs to double-down on or scale back on to optimize marketing's contribution to the bottom line.
Building lasting relationships with customers requires consistent, personalized, and relevant engagement. Pardot is thrilled to unleash Engagement Studio, the new solution that allows you to design, test, and measure engagement programs that adapt to buyer behavior using more than 100 triggers.
Join us as Kyle Coleman, Sr. Product Manager at Salesforce Pardot, gives an in-depth look at the power and versatility of Engagement Studio. She will explore:
- How Engagement Studio provides ease of use for complex campaign builds
- How data visualization affords marketers a whole new level of confidence through logic testing and program health reporting
- How marketers can use the Engagement Studio canvas insights to improve and adapt quickly for even better programs and campaigns
You’ll also hear from an early user of Engagement Studio on how this new engine is changing the way they build their B2B marketing programs, allowing them to create complex, meaningful customer experiences with ease!
MATHEW SWEEZEY, Principal of Marketing Insights - Salesforce
For today’s B2B marketers, thoughtful customer engagement plays a crucial role throughout every part of the lifecycle. Each interaction must be timely, personalized and relevant — and you have to do it at scale. Nurturing plays a vital role in encouraging engagement, and when done correctly means faster sales cycles, more renewals, and huge growth.
Join Mathew Sweezey, Principal of Marketing Insights at Salesforce, as he explores the latest trends and techniques in customer engagement. Tune in to learn:
- The state of B2B marketing today, including engagement trends
- What a successful nurturing approach looks like
- Creative (and effective!) ways to approach engagement
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.