Marketing Programs Salesforce Users Are Investing In, October 2014 [CHART]

As with last year’s study, customer engagement is a central theme running through this latest analysis of how companies are using Salesforce. The average company is investing in at least 2 programs, with customer retention programs (61%) the most popular. The majority of service (67%) and sales (62%) departments are being measured on customer engagement, and 53% of users report investing in programs to measure customer engagement. Separately, 37% of survey respondents (46% of C-level executives) report that Salesforce has measurably improved their customer experience. Source: Bluewolf / MIT Sloan School of Management

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