Marc Benioff kicked off Salesforce’s annual Dreamforce event with a profound keynote about building the trust economy.
Among the many powerful themes of his address, the notion of people, teams, and businesses becoming “trust-blazers” resounded with us at Introhive particularly strongly.
Benioff explained that we’re in a world that’s dominated by a “crisis of trust,” the result of the unprecedented convergence of several nefarious forces: a pandemic crisis, a sustainability crisis, a workforce crisis, and an inequality crisis.
Benioff appealed to Salesforce’s colleagues and partners—known in the industry as “Trailblazers”—to come together to transcend these trust crises.
Now is the time for building the trust economy
When you bring people together in the right way, Benioff asserted, you build an incredible “economy of trust.” Business, he said, is the greatest platform for change, and now’s the time to get intentional about building your “trusted enterprise.”
Central to doing this is establishing “digital headquarters” where there’s a space for everyone, people feel empowered, and businesses can practice “inclusive capitalism.”
But when we do come together in person, Benioff cautions, we need to do so safely, and technology is the great enabler.
The notion of putting customer success firmly back on the agenda also emerged as a central theme. Benioff reminded us that customer-centricity is more relevant and critical today than ever before. In a pandemic world, those that are winning, he explained, are the ones focusing on forging and sustaining “direct, trusted relationships with their customers.”
And he had the numbers to back it up: in the last quarter, customer-first companies are surging and outperforming their competitors exponentially.
How Introhive is blazing the trail
I believe I speak for the team at Introhive in saying we’re all energized by this call to action.
As a long-term Salesforce partner, we’re excited to be part of this movement and inspired by the prospect of infusing new levels of trust into our ecosystem of clients and communities.
But, as Benioff also wisely pointed out, we can’t do everything. But everyone can do something.
So, what are we going to do?
We see our role as champions of the customer success agenda.
Internal trust ecosystems
The first way we’ll do this is by intensifying our efforts to help our customers build trusted enterprises internally. And that means healthy and safe digital headquarters where they can foster a customer-first mentality.
We understand that most of the users of our services are in the business of CRM: those in sales, marketing, and business development roles. Historically, to be successful these people relied heavily on in-person interactions.
It used to be so easy to stroll over to a colleague in another department to catch up on the latest goings-on in a particular account. The sharing of information, both formally and informally, just “happened.”
In a pandemic world, that’s all changed.
Now, there’s a real risk of these fragile connections based on and sustained by in-person engagements being fractured by distance. The knock-on effect is that CRM data can quickly become incomplete, inaccurate, or outdated.
What’s more, distance-induced knowledge gaps can lead to people working at cross-purposes, duplicating effort, or spending hours pursuing leads that are lukewarm at best. Crossed wires internally could manifest in mixed messages to customers, which can damage a business’s reputation.
All this chips away at those “direct trusted customer relationships” that Benioff reminds us are now so critical.
After all, to forge and sustain trust with your customers, you need outreach that’s:
But you’ll only be able to achieve this if the right information and insights are shared internally with the right people and at the right time. This means reaching into the far corners of the organization to tap into data that’s gathered and stored by dispersed teams.
Intense Digital Connections
Businesses that use Introhive’s platform have a way to simplify and streamline the reciprocal exchange of customer data between their core business functions and stakeholders.
Our Revenue Acceleration platform gives organizations a real-time and reliable barometer of the overall customer relationship strength. It does this across the entire business, and uncovers deep relationship matrices and interdependencies.
Our AI-powered tools also surface more contextual data that highlights opportunities for appropriate and timely person-to-person outreach.
With a platform that connects and automates the sharing of relevant, timely, and accurate data among the right people, teams can become virtual “super-teams” that are all pulling in the same direction and using their energy productively.
We see this as a means to build an internal culture of trust and cooperation, not competition or conflict.
If you’d like to learn more about how Introhive can help you build a trusted enterprise, get in touch.