Salesforce.com
The Landmark One Market, Suite 300
San Francisco, CA 94105
Phone: (415) 901-7000
http://www.salesforce.com/
Insights
Salesforce.com now has a Customer Portal product that offers Customer Forums. This enviroment is described in its demo as an Appexchange product giving sales or customer service reps a way to deflect cases and gather customer experience & recommendations from their customers. It is password protected, so it does not allow other customers and prospect to become part of the conversation.
There are rss feeds to public community forum. These link back to comments by company representatives. These are very useful as technical support, but do not appear to encourage customers to provide suggestions that will improve products. They also do not serve as useful referral to new prospects because they do not address how the features created benefits (solutions to problems) or value to them. Salesforce.com misses a huge opportunity to tap into the wisdom and power of its market.
Benchmark
| Company name | Rating | i | ii | iii |
|---|---|---|---|---|
 |
||||
| Salesforce.com |     |
20 | 10 | 20 |
| RightNow |  |
15 | 10 | 10 |
| Soffront | |
10 | 10 | 10 |
| Sugar CRM | |
20 | 20 | 20 |
| Average |    |
16 | 13 | 15 |
Last updated: Monday, September 24, 2007