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by Marc Benioff, Eric Berridge
Customer Obsessed
Cover
Title Page
Copyright
Foreword
Preface
Introduction
Data
Design
Culture
Chapter 1: Disruption and Business Success
Chapter 2: People Drive Change, Technology Enables
Technology Game Changers
Build People Relationships, Not Technology Products
Rules for Engaged, Customer-Focused Businesses
How to be a Good Listener
Communal Enterprise—Rise of Reed's Law
Chapter 3: Why Social Matters to Every Business
Why Social?
“Social Media: Creator or Destroyer?”
Social Can Change Everything
Using Social
Social Payback
Social for Customer Service
Bluewolf's Social Payback
Building a Social Culture in Your Organization
Make It Easy
Light the Way
Iterate and Refine
Building an External Social Presence
Benefits of Building a Social Culture
Social Media ROI
Chapter 4: Rethinking Employee Engagement
Unifying a Diverse Team
Workers Matter to Success
Employee Engagement (or Lack Thereof) and Productivity
Creating a High-Energy, Customer-Aware, Employee-Driven Workplace
Strategies to Improve the Employee Experience
Chapter 5: Customer Engagement Defined
Customer Engagement
Customer Experience 101
How Customers Buy
Changing the Historical Mind-Set
Feeding Data into UX Design
Get Personal
Art of the Possible
Chapter 6: How to Win the Talent War
Attrition: Curse or Blessing
Ascend
Management Academy
Dashboards
Agile and Elastic
Work-Life Balance
Technical Skills
Conclusion: Drastically Competitive Job Market
Chapter 7: Gender Diversity Isn't a Plus, It's a Business Imperative
State of Diversity Today
Economic Case for Gender Diversity
Organizational Benefits of Gender Diversity
Chapter 8: Right Time, Right Moment, Right Channel
Bridging Customer Service and Social
Communities
Call Centers Still Matter
Customer Service Excellence, Not Case Management
Chapter 9: Turning Data into Action
The Challenge of Data
Data Integration/Migration/Quality—A Salesforce Recap
Data Silos/Democratization
What You Can Do Now
Mobile and IOT
Executive Action
Chapter 10: How Good Design Creates Seamless Experiences
Design
Simplicity
Convergence of Data, Design, and culture
Power of Storytelling
Mobile
Chapter 11: Digital Marketing: Standing Out in the Sea of Sameness
Marketing: Crash Course
Importance of Brand
The Customer Journey
Marketing Campaigns (or, How You Structure and Measure Your Marketing Initiatives)
Leveraging Technology
Multichannel, Omnichannel, Universal
Content Marketing
Final Thoughts
Acknowledgments
Index
End User License Agreement
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Customer Obsessed
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Copyright
Customer Obsessed
Awhole Company Approach to Delivering Exceptional Customer Experiences
Eric Berridge
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