Get Started with Salesforce Customer Success Group

Learning Objectives

After completing this unit, you’ll be able to:

  • Describe how Salesforce approaches customer success.
  • Explain how Salesforce Customer Success can help you achieve your goals.
  • Know where to find success and support resources.

Guidance for a New Business Landscape

The way we work has changed. Both customer and employee expectations have shifted. And our Customer Success teams are here to help companies innovate and keep up with an ever-changing business landscape. We want our customers to succeed, so we focus on ensuring they have the right resources, and the right expertise, at the right time.

At Salesforce, we refer to those adapting their companies to this new business landscape as “Trailblazers.” As a customer-focused company, we celebrate people who put their customers at the center of their business. The people engaged in innovative thinking and leadership are the Trailblazers. These are people who inspire others by transforming the customer experience, growing their careers, and driving change and innovation. Anyone can be a Trailblazer: an admin, a marketer, a CEO, a student, or even you. You can  forge your own path to success, with our Customer Success expertise and resources as your guides. 

So how do you navigate the vast universe that is Salesforce? 

It’s a big world to explore: Sales Cloud, Service Cloud, Marketing Cloud, CRM Analytics, Slack, and so much more. We work hard to arm Trailblazers with the tools and resources they need for sustainable success. How? The full power of our success ecosystem.

Get to Know Salesforce Customer Success

At Salesforce, everything we do is guided by our core values – and Customer Success is one of them. Companies make a big commitment when they go with Salesforce, but technology alone will not deliver success. That’s why we’ve built an entire Success Ecosystem to support our customers. It’s made up of Salesforce Customer Success, Trailhead, the Trailblazer Community, and our partners.

Our core values help us align with our customers so we can achieve more, together:

  • Trust. Your success is our success. We are committed and accountable to your success, so you can trust us to help you achieve your goals.
  • Customer Success. Everything we do, and every expert in our ecosystem, is dedicated to helping you achieve success, every day.
  • Innovation. Salesforce powers the world’s most innovative companies, and we share the insights and best practices from those cutting-edge implementations across our ecosystem.
  • Equality. Every customer benefits from our ecosystem’s accumulated knowledge and expertise — and we’ll guide you to the right always-on resources, so every customer has the tools to see value with Salesforce.
  • Sustainability. We lead boldly to address the climate emergency, bringing the full power of Salesforce to accelerate the world's journey to net zero.

Salesforce values emblazoned on a wooden shield

3 Ways to Engage with the Salesforce Success Ecosystem

With Salesforce Customer Success, you get the help you need to adopt new technologies, overcome obstacles, set goals, or even change the way you do business. Our success ecosystem is about sharing accountability and delivering guidance the way you want it.

There are three ways to engage with the Success Ecosystem, tailored to your needs and goals. Depending on what you’re trying to accomplish and where you are in your journey, you can mix and match, or even choose all three: 

Three ways to engage: Do it myself. Show me how. Do it with me.

Do It Yourself: From help getting started to prebuilt solution architectures, every Salesforce customer can tap into our always-on, self-guided resources: In-app journeys, Help Portal, Trailhead, Customer 360 guides, and the Trailblazer Community.

Show Me How: Need specialized coaching and 24x7 issue resolution? Get right-time expertise and apply learnings within your own organization with our Premier Success Plan or Trailhead Academy.

Do It With Me: For large organizations or complex implementations, we embed expertise into your teams with Professional Services and integrate our partners’ deep industry expertise to go further, together. And with our Signature Success Plan, we’ll work with you to build a proactive, high-touch partnership.

Some of these resources are self-service, but many involve deeper conversations with a Salesforce expert. Getting to know you and aligning on a definition of success is a crucial first step for Show Me How and Do It With Me resources. In the next unit, you’ll learn more about adoption and how our customizable approach works for customers large and small.

Resources

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