CRM

We know why enterprises succeed — and fail — with AI. I’ve been shoulder-to-shoulder with customers from the early bot days to today, helping teams turn raw model capability into production-grade systems. Along the way, we’ve seen clear, measurable ROI from agentic AI — from Wiley increasing case resolution by 40% to Falabella autonomously resolving […]

Key Takeaways Free customer service training is available for small and medium businesses (SMBs) on Trailhead, Salesforce’s online learning platform. These free courses focus on service skills, ranging from foundational support terminology and business tool workflows like customer relationship management (CRM). With free customer support courses, startups and SMBs are rivaling big enterprise service. This

Key Takeaways Public relations (PR) for small business is the process that builds a positive relationship between a business and its public, built for growing teams. Use digital tools, including artificial intelligence (AI), to automate tasks and secure media coverage. Integrating PR efforts with a customer relationship management (CRM) tool maximizes marketing impact and measures

A customer selects a chat window and enters: “I canceled my earlier order, but you still charged my card twice.” An AI agent pulls up the account, sees duplicate transactions, initiates the refund, and asks the customer whether there is something else they require help with. Success: A ticket is deflected, no human was involved,

Communication without reciprocity is just a monologue. While not all contexts allow for extensive interactions between speaker and audience, those that do are where architects thrive. It’s where they get the opportunity to gather feedback, collect additional information regarding stakeholder’s needs and points of view and shape a shared understanding of what “good” looks like.

Key Takeaways Product development is the process of conceptualizing, designing, building, and launching a new or improved product to solve a specific customer problem and fulfill a market need. Small teams can use accessible tech like AI and a connected CRM to streamline product development. Using CRM data is key to efficiently identifying customer pain

Spring ’26 Release alters how your Salesforce environments interact with external systems through infrastructure updates and architectural changes. We’re introducing a new standard for how you design secure, scalable Salesforce architectures. These changes help you mitigate org security risks and improve the stability of your environments.  This release mandates specific updates to security boundaries and

Let’s be honest: For years “Personalization at scale” was a pipedream for marketers. The intent was there, but the infrastructure wasn’t. We bought the tools. We integrated the clouds. But at the end of the day, we were still just guessing. We were broadcasting messages, not having conversations. We were sending “do not reply” emails