INTRODUCTION Welcome to a world where service is the differentiator You’ve seen the research and heard the claims, but it’s also for your business, where customer service agents important to hear from Salesforce customers and partners communicate with customers on a number of channels, firsthand. To learn more about trends in the service and where service is no longer separate from sales and industry from tech leaders who build apps that extend marketing. Of the 2,600 service Trailblazers interviewed customer service functionality, we enlisted Salesforce in Salesforce’s second annual “State of Service” report, MVPs – customers recognized for their contributions to 85% of execs with service oversight believe customer the Salesforce community – to interview executives from experience is a key competitive differentiator. six AppExchange partners. Read on to learn how these Companies are reacting to rising customer expectations experts believe companies can adjust to the changing tide and the potential benefits gained from exceptional in service, and how their apps can help. customer service. In the “State of Service” report, 69% of consumers and 82% of business buyers say personalized Meet Appy, your guide to the partner ecosystem. She’s in the know about apps and really wants care influences their loyalty. And over half of consumers are to share her knowledge with you. Do you want likely to switch brands if a company doesn’t make an effort to know which customer service apps our customers love? Read on to find out. to personalize communications to them as an individual. 3