Points of View

Salesforce services providers must address the talent crisis to improve CSAT

Apr 29, 2020 Khalda De Souza

The demand for Salesforce services continues to pick up pace, placing pressures on providers to ramp up skills to meet growing demand. The HFS Salesforce Services Top 10 Report, 2020, included analysis of 11 providers, which highlighted an average of 40% growth in business last year and the same for the next 12 to 18 months. While an average of 70% of current Salesforce services business is headquartered in North America, business in Europe and Asia Pacific is also ramping up, adding the requirement for resources to be able to support multiple locations. Failure to meet client needs not only leads to low CSAT but also affects future engagements, as clients tell us that talking to client references is a key provider selection criterion. So, what are providers getting wrong?

 

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