Source: Bluewolf / MIT Sloan School of Management [download page]
Notes: 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. (more…)