Customer Service Operations ARCHIVE

When getting ready to ink the normal 3-year deal with your Salesforce rep, you need to safely navigate your Salesforce support options: once you sign then you are locked in for the full 3-year term! That’s right, if you…

My previous post, Salesforce New Support Model Falls Short, generated a lot of attention at the highest levels of Salesforce management today culminating in a very good working teleconference with their Sr. VP of Global Support – Dean Robison….

Salesforce has rolled out their new and improved support model but unfortunately it falls short and is now angering users, especially Salesforce System Administrators like myself who depend on the service to offload user support requests. Before, if you…

In dealing with an offshore development company with difficult timezone differences (a whopping 12.5 hours), it became crystal clear there are two vital customer service tips: Always respond to a customer’s email within 24 hours: there is nothing worse…