Drive Successful Technology Adoption and Future Innovation

<!DOCTYPE html> <html lang="en"> <head> <meta http-equiv="content-type" content="text/html; charset=UTF-8"/> <meta http-equiv="X-UA-Compatible" content="IE=11; IE=10; IE=9; IE=8; IE=7; IE=EDGE"/> <script type="text/javascript" src="https://static.cloud.coveo.com/coveo.analytics.js/2/coveoua.js"></script> <script> coveoua("init", "xx24e65ef6-c6f0-4a55-b6b9-e7fd84967788"); coveoua("send", "view", { contentIdKey: "@clickableuri", contentIdValue: window.location.href }); </script> <link rel="icon" type="image/x-icon" href="https://www.salesforce.com/etc/designs/sfdc-www/en_ie/favicon.ico"/> <link rel="shortcut icon" type="image/x-icon" href="https://www.salesforce.com/etc/designs/sfdc-www/en_ie/favicon.ico"/> <link rel="preconnect" href="//www.salesforce.com"/> <link rel="preconnect" href="https://a.sfdcstatic.com"/> <link rel="preconnect" href="https://api.company-target.com"/> <link rel="preconnect" href="https://fonts.googleapis.com"/> <link rel="preconnect" href="https://service.force.com"/> <link rel="preconnect" href="https://geolocation.onetrust.com"/> <link rel="preconnect" href="https://cdn.krxd.net"/> <link rel="preconnect" href="https://www.googletagmanager.com"/> <link rel="preconnect" href="https://org62.my.salesforce.com"/> <link rel="preconnect" href="https://www.google-analytics.com"/> <link rel="preconnect" href="https://dpm.demdex.net"/> <link rel="preconnect" href="https://cdn.evgnet.com"/> <link rel="preconnect" href="https://salesforce.us-1.evergage.com"/> <script type="text/javascript" id="akamaiRootBlock"> window['akamaiRoot'] = '//www.salesforce.com'; </script> <title>Drive Successful Technology Adoption and Future Innovation - Salesforce</title> <link rel="preload" as="font" href="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/fonts/SalesforceSans-Regular.woff2" type="font/woff2" crossorigin="anonymous"/> <link rel="preload" as="font" href="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/fonts/SalesforceSans-Bold.woff2" type="font/woff2" crossorigin="anonymous"/> <link rel="preload" as="font" href="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/fonts/SalesforceSans-Light.woff2" type="font/woff2" crossorigin="anonymous"/> <link rel="preload" as="font" href="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/fonts/salesforce-icons.woff2" type="font/woff2" crossorigin="anonymous"/> <meta http-equiv="Content-Language" content="en_ie"/> <meta content="width=device-width, initial-scale=1.0" name="viewport"/> <meta name="keywords" content="Guide,Resource,Employee Experience,IT,Service,Digital Transformation,Customer Engagement"/> <meta name="description" content="Learn how to foster a culture and community of changemakers with the right change management."/> <meta property="og:title" content="Drive Successful Technology Adoption and Future Innovation"/> <meta property="og:description" content="Learn how to foster a culture and community of changemakers with the right change management."/> <meta property="og:image" content="https://www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/chapter-5-resource-card.jpg"/> <meta property="og:site_name" content="Salesforce"/> <meta property="og:url" content="https://www.salesforce.com/eu/resources/guides/drive-successful-technology-adoption-future-innovation/"/> <meta property="og:type" content="website"/> <meta property="og:locale" content="en_ie"/> <meta property="fb:admins"/> <meta property="fb:app_id" content="306268162739269"/> <link rel="canonical" href="https://www.salesforce.com/eu/resources/guides/drive-successful-technology-adoption-future-innovation/"/> <meta property="twitter:domain" content="www.salesforce.com"/> <meta property="twitter:card" content="summary"/> <meta property="twitter:url" content="https://www.salesforce.com/eu/resources/guides/drive-successful-technology-adoption-future-innovation/"/> <meta property="twitter:site" content="@salesforce"/> <link rel="preload" href="//www.salesforce.com/etc.bundles/sfdc-www/bundles/all.bundle.faeb3f361bacd3db31b1.css" as="style"/> <link rel="preload" href="//www.salesforce.com/etc.bundles/sfdc-www/bundles/vendors~scriptloader.bundle.914d89992c829da7cb32.js" as="script"/><link rel="preload" href="//www.salesforce.com/etc.bundles/sfdc-www/bundles/scriptloader.bundle.914d89992c829da7cb32.js" as="script"/><link rel="preload" href="//www.salesforce.com/etc.bundles/sfdc-www/bundles/vendors~utils~webpack-script-manifest-SfdcWwwBaseCnc-js~webpack-script-manifest-commonlyUsed-js~webp~72b17f21.bundle.914d89992c829da7cb32.js" as="script"/><link rel="preload" href="//www.salesforce.com/etc.bundles/sfdc-www/bundles/vendors~utils~webpack-script-manifest-SfdcWwwBaseCnc-js~webpack-script-manifest-commonlyUsed-js~webp~8dbeef75.bundle.914d89992c829da7cb32.js" as="script"/><link rel="preload" href="//www.salesforce.com/etc.bundles/sfdc-www/bundles/utils.bundle.914d89992c829da7cb32.js" as="script"/> <script type="application/ld+json"> {"@context":"https://schema.org","@type":"WebSite","name":"Salesforce","url":"https://www.salesforce.com","keywords":[{"@type":"DefinedTerm","name":"Guides","termCode":"d97517e7-128c-4994-8211-26b397497109","additionalType":"Content Type"},{"@type":"DefinedTerm","name":"Resource","termCode":"cb3bd8e2-f608-4fe4-83bc-f3d9757d2d88","additionalType":"Page Type"},{"@type":"DefinedTerm","name":"Employee Experience","termCode":"cf5c9e62-a0da-491a-b665-6aa9f65cee83","additionalType":"Topics"},{"@type":"DefinedTerm","name":"Digital Transformation","termCode":"d0c21c93-eee0-4358-ad19-225d302fa229","additionalType":"Topics"},{"@type":"DefinedTerm","name":"Customer Engagement","termCode":"c4fe47d3-c78b-466f-bc96-4065d9e73764","additionalType":"Topics"},{"@type":"DefinedTerm","name":"IT (Department)","termCode":"73a900b8-c0b5-4214-935a-46c449a3a7f7","additionalType":"Role"},{"@type":"DefinedTerm","name":"Service","termCode":"53e2fe10-46c0-4233-8a9b-66b610a24fe0","additionalType":"Role"}]} </script> <script src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/sfdc_jquery.min.js"></script>  <link rel="preconnect" href="https://a10681260716.cdn.optimizely.com"/> <script src="https://a.sfdcstatic.com/digital/one-trust/core/stable/scripttemplates/otSDKStub.js" type="text/javascript" charset="UTF-8" data-domain-script="8e783e8c-0ad0-475d-8fca-4a03afa0a02a" crossorigin></script> <script>  function OptanonWrapper() { function getCookie(name) { var value = "; " + document.cookie; var parts = value.split("; " + name + "="); if (parts.length == 2) { return parts.pop().split(";").shift(); } } function removeElement(element) { if (!getCookie('OptanonAlertBoxClosed') && element) { element.style.display = "none"; } }  var footerLinkToggle = document.querySelector(".page-footer_link .optanon-toggle-display"); if (footerLinkToggle) { footerLinkToggle.addEventListener("click", Optanon.ToggleInfoDisplay, false); footerLinkToggle.addEventListener("keydown", function(e){ if (e.keyCode === 13) { Optanon.ToggleInfoDisplay() } }, false); } //Check if user's cookies are enabled, if not remove One Trust from page var cookies = ("cookie" in document && (document.cookie.length > 0 || (document.cookie = "test").indexOf.call(document.cookie, "test") > -1)); if (!cookies) { var box = document.querySelector('#onetrust-consent-sdk'); box.remove(); return; } try { //Check if current page is Privacy page, if so do not display One Trust modal if(digitalData) { if(digitalData.page.pagename.indexOf(":company:privacy") > -1){ var el = document.querySelector("#onetrust-consent-sdk"); removeElement(el); } }  if (SfdcWwwBase.gdpr) { SfdcWwwBase.gdpr.init(); } }catch(err){ console.error(err.message) } } </script> <script src="//www.salesforce.com/etc/clientlibs/granite/lodash/modern.min.js"></script> <script src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_analytics_top.min.js"></script>  <script>(function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer', (function(){ var gtmContainerID = "GTM-WRXS6TH"; var searchString = window.location.search || ""; if (searchString.indexOf("gtmTest=") > -1) { if (searchString.indexOf("gtmTest=baseline") > -1) { gtmContainerID = "GTM-NRZ2K87"; } else if (searchString.indexOf("gtmTest=test") > -1) { gtmContainerID = "GTM-5P8WRDB"; } } return gtmContainerID; })());</script>     <link rel="stylesheet" href="//www.salesforce.com/etc.bundles/sfdc-www/bundles/all.bundle.faeb3f361bacd3db31b1.css" type="text/css"/> <script type="text/javascript"> var SfdcWwwBase = SfdcWwwBase || {}; SfdcWwwBase.linkedDataParameters = { organizationSchema : "[\n {\n \x22@context\x22:\x22http:\/\/schema.org\x22,\n \x22@type\x22:\x22Organization\x22,\n \x22@id\x22:\x22https:\/\/www.salesforce.com\/eu\/#organization\x22,\n \x22url\x22:\x22https:\/\/www.salesforce.com\/eu\/\x22,\n \x22name\x22:\x22Salesforce\x22,\n \x22logo\x22:{\n \x22@type\x22:\x22ImageObject\x22,\n \x22@id\x22:\x22https:\/\/www.salesforce.com\/#logo\x22,\n \x22url\x22:\x22https:\/\/www.sfdcstatic.com\/common\/assets\/img\/logo\u002Dcompany\u002Dlarge.png\x22,\n \x22width\x22:\x2299px\x22,\n \x22height\x22:\x2263px\x22\n },\n \x22address\x22:{\n \x22@type\x22:\x22PostalAddress\x22,\n \x22streetAddress\x22:\x22Salesforce Tower Dublin, North Dock, Dublin\x22,\n \x22addressLocality\x22:\x22North Dock\x22,\n \x22addressRegion\x22:\x22Dublin 1\x22,\n \x22postalCode\x22:\x22D01 W2Y3\x22,\n \x22addressCountry\x22:\x22Ireland\x22\n },\n \x22contactPoint\x22:[\n {\n \x22@type\x22:\x22ContactPoint\x22,\n \x22telephone\x22:\x2200 800 7253 3333\x22,\n \x22contactOption\x22:\x22Freephone\x22,\n \x22contactType\x22:\x22Sales\x22,\n \x22availableLanguage\x22:{\n \x22@type\x22:\x22Language\x22,\n \x22name\x22:\x22English\x22\n },\n \x22areaServed\x22:\x22EU\x22\n }\n ],\n \x22parentOrganization\x22: {\n \x22@id\x22: \x22https:\/\/www.salesforce.com\/#organization\x22\n }\n },\n {\n \x22@context\x22:\x22http:\/\/schema.org\x22,\n \x22@type\x22:\x22Organization\x22,\n \x22@id\x22:\x22https:\/\/www.salesforce.com\/#organization\x22,\n \x22url\x22:\x22https:\/\/www.salesforce.com\/\x22,\n \x22name\x22:\x22Salesforce\x22,\n \x22founders\x22:[\n {\n \x22@type\x22:\x22Person\x22,\n \x22name\x22:\x22Marc Benioff\x22\n },\n {\n \x22@type\x22:\x22Person\x22,\n \x22name\x22:\x22Parker Harris\x22\n }\n ]\n }, \n {\n \x22@context\x22:\x22http:\/\/schema.org\x22,\n \x22@type\x22:\x22WebSite\x22,\n \x22name\x22:\x22Salesforce\x22,\n \x22@id\x22:\x22https:\/\/www.salesforce.com\/eu\/#website\x22,\n \x22url\x22:\x22https:\/\/www.salesforce.com\/eu\/\x22,\n \x22publisher\x22:{\n \x22@id\x22:\x22https:\/\/www.salesforce.com\/eu\/#organization\x22\n },\n \x22potentialAction\x22:{\n \x22@type\x22:\x22SearchAction\x22,\n \x22target\x22:\x22https:\/\/www.salesforce.com\/eu\/search\/#q={term}\x26sort=relevancy\x22,\n \x22query\u002Dinput\x22:\x22required name=term\x22\n } \n }\n ]", uninheritableSchema : "" }; </script> <meta class="hidden" data-load-libs="linkedData"/> <div> </div> <script type="text/javascript" src="//www.salesforce.com/etc.bundles/sfdc-www/bundles/videoComponent.bundle.a6daf46c24781fdce5b3.js"></script> <script type="text/javascript" async src="https://play.vidyard.com/embed/v4.js"></script> <script>window.videoUtils.scriptsLoaded["Vidyard"] = true;</script> <span data-defer class="optScriptUrl" data-src="https://cdn.optimizely.com/js/11806610994.js"></span> <script> SfdcWwwBase = SfdcWwwBase || []; SfdcWwwBase.gdpr = SfdcWwwBase.gdpr || []; $.when(SfdcWwwBase.gdpr.hasAdvertising).done(function(){ if (SfdcWwwBase.gdpr.isAdvertisingActive()) { window.optimizely = window.optimizely || []; window.optimizely.push({ type : 'holdEvents'}); window.addEventListener('load', function() { window.optimizely.push({ type : 'sendEvents'}); }); var scriptSrc = document.querySelector('.optScriptUrl').dataset.src; var scriptDefer = document.querySelector('.optScriptUrl').dataset.defer || false; var script = document.createElement('script'); script.setAttribute('src', scriptSrc); if (scriptDefer) { script.setAttribute('defer', true); } document.head.appendChild(script); } }); </script> <meta name="dynamic-load-optimizely" data-load-libs-asap="optimizely"/> <script src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_www_tags.min.js"></script> <script type="module"> import { getTbidUserInfo, getGacId, isGdprFunctional, isGdprAdvertising } from 'https://a.sfdcstatic.com/digital/@sfdc-www/clientlibs-web-components/v1-stable/identity.js'; window.getTbidUserInfo = await getTbidUserInfo; window.getGacId = await getGacId; window.isGdprFunctional = await isGdprFunctional; window.isGdprAdvertising = await isGdprAdvertising; </script>  <script>(window.BOOMR_mq=window.BOOMR_mq||[]).push(["addVar",{"rua.upush":"false","rua.cpush":"false","rua.upre":"false","rua.cpre":"false","rua.uprl":"false","rua.cprl":"false","rua.cprf":"false","rua.trans":"","rua.cook":"false","rua.ims":"false","rua.ufprl":"false","rua.cfprl":"false","rua.isuxp":"false","rua.texp":"norulematch","rua.ceh":"false","rua.ueh":"false","rua.ieh.st":"0"}]);</script> <script>!function(e){var n="https://s.go-mpulse.net/boomerang/";if("False"=="True")e.BOOMR_config=e.BOOMR_config||{},e.BOOMR_config.PageParams=e.BOOMR_config.PageParams||{},e.BOOMR_config.PageParams.pci=!0,n="https://s2.go-mpulse.net/boomerang/";if(window.BOOMR_API_key="NCPYV-VGJPP-N4J93-8HN3B-8B6S3",function(){function e(){if(!o){var e=document.createElement("script");e.id="boomr-scr-as",e.src=window.BOOMR.url,e.async=!0,i.parentNode.appendChild(e),o=!0}}function t(e){o=!0;var n,t,a,r,d=document,O=window;if(window.BOOMR.snippetMethod=e?"if":"i",t=function(e,n){var t=d.createElement("script");t.id=n||"boomr-if-as",t.src=window.BOOMR.url,BOOMR_lstart=(new Date).getTime(),e=e||d.body,e.appendChild(t)},!window.addEventListener&&window.attachEvent&&navigator.userAgent.match(/MSIE [67]\./))return window.BOOMR.snippetMethod="s",void t(i.parentNode,"boomr-async");a=document.createElement("IFRAME"),a.src="about:blank",a.title="",a.role="presentation",a.loading="eager",r=(a.frameElement||a).style,r.width=0,r.height=0,r.border=0,r.display="none",i.parentNode.appendChild(a);try{O=a.contentWindow,d=O.document.open()}catch(_){n=document.domain,a.src="javascript:var d=document.open();d.domain='"+n+"';void(0);",O=a.contentWindow,d=O.document.open()}if(n)d._boomrl=function(){this.domain=n,t()},d.write("<bo"+"dy onload='document._boomrl();'>");else if(O._boomrl=function(){t()},O.addEventListener)O.addEventListener("load",O._boomrl,!1);else if(O.attachEvent)O.attachEvent("onload",O._boomrl);d.close()}function a(e){window.BOOMR_onload=e&&e.timeStamp||(new Date).getTime()}if(!window.BOOMR||!window.BOOMR.version&&!window.BOOMR.snippetExecuted){window.BOOMR=window.BOOMR||{},window.BOOMR.snippetStart=(new Date).getTime(),window.BOOMR.snippetExecuted=!0,window.BOOMR.snippetVersion=12,window.BOOMR.url=n+"NCPYV-VGJPP-N4J93-8HN3B-8B6S3";var i=document.currentScript||document.getElementsByTagName("script")[0],o=!1,r=document.createElement("link");if(r.relList&&"function"==typeof r.relList.supports&&r.relList.supports("preload")&&"as"in r)window.BOOMR.snippetMethod="p",r.href=window.BOOMR.url,r.rel="preload",r.as="script",r.addEventListener("load",e),r.addEventListener("error",function(){t(!0)}),setTimeout(function(){if(!o)t(!0)},3e3),BOOMR_lstart=(new Date).getTime(),i.parentNode.appendChild(r);else t(!1);if(window.addEventListener)window.addEventListener("load",a,!1);else if(window.attachEvent)window.attachEvent("onload",a)}}(),"".length>0)if(e&&"performance"in e&&e.performance&&"function"==typeof e.performance.setResourceTimingBufferSize)e.performance.setResourceTimingBufferSize();!function(){if(BOOMR=e.BOOMR||{},BOOMR.plugins=BOOMR.plugins||{},!BOOMR.plugins.AK){var n=""=="true"?1:0,t="",a="bdpnbevydtvuaz2b3lwa-f-aa3e44fbd-clientnsv4-s.akamaihd.net",i="false"=="true"?2:1,o={"ak.v":"39","ak.cp":"1073024","ak.ai":parseInt("638429",10),"ak.ol":"0","ak.cr":0,"ak.ipv":4,"ak.proto":"http/1.1","ak.rid":"172d67d0","ak.r":41870,"ak.a2":n,"ak.m":"dsca","ak.n":"essl","ak.bpcip":"8.222.208.0","ak.cport":33782,"ak.gh":"184.28.235.60","ak.quicv":"","ak.tlsv":"tls1.2","ak.0rtt":"","ak.0rtt.ed":"","ak.csrc":"-","ak.acc":"bbr","ak.t":"1732369132","ak.ak":"hOBiQwZUYzCg5VSAfCLimQ==38YZuNHoztyotdwZLlNBjYqaMikCgB615s3f3YaBqcSYn1wSKuNsn9mm0Sv9rtMb8p8ITlDbM89qhJYAVuENUKxkpNVFuKUjULiUXj87nwwVyQOzHNPJrYCfj/knICWhkwo/3Gn2yNF2Z2I5k+GEkFG+XK/Qn8rXZ6pFkuL92AI79F1nboyqXIFEAw2pNvJSrF7SbTRoqF3mezI38MM6Oig/cADWyHh6VfZ4zZV0Mu6EbE5TrCuizi4lrqi3io73iA0F3bE7M11k3z8uKYETmzqjn5lBrfR+9N2kBgD0DJlrPHQLrs72Mp8MpLaBJA9Xuc5pOjtFynAb74e+RCUHJj+Irh4zj0wswKI5DuHW3Rt/pSULZei954Uy1rZOT52/jAc6OJpWGpBwHJVnbnrIkTcdkXZWpY+TmvRJhLsK2sE=","ak.pv":"639","ak.dpoabenc":"","ak.tf":i};if(""!==t)o["ak.ruds"]=t;var r={i:!1,av:function(n){var t="http.initiator";if(n&&(!n[t]||"spa_hard"===n[t]))o["ak.feo"]=void 0!==e.aFeoApplied?1:0,BOOMR.addVar(o)},rv:function(){var e=["ak.bpcip","ak.cport","ak.cr","ak.csrc","ak.gh","ak.ipv","ak.m","ak.n","ak.ol","ak.proto","ak.quicv","ak.tlsv","ak.0rtt","ak.0rtt.ed","ak.r","ak.acc","ak.t","ak.tf"];BOOMR.removeVar(e)}};BOOMR.plugins.AK={akVars:o,akDNSPreFetchDomain:a,init:function(){if(!r.i){var e=BOOMR.subscribe;e("before_beacon",r.av,null,null),e("onbeacon",r.rv,null,null),r.i=!0}return this},is_complete:function(){return!0}}}}()}(window);</script></head> <body class=" cxt-has-fixed-nav">   <noscript> <iframe src="https://www.googletagmanager.com/ns.html?id=GTM-WRXS6TH" title="Intentionally Blank" aria-hidden="true" height="0" width="0" style="display:none;visibility:hidden"></iframe> </noscript>  <div aria-hidden="true"><script src="//www.salesforce.com/etc.clientlibs/foundation/clientlibs/shared.min.js"></script> <script src="//www.salesforce.com/etc.clientlibs/cq/personalization/clientlib/underscore.min.js"></script> <script src="//www.salesforce.com/etc.clientlibs/cq/personalization/clientlib/personalization/kernel.min.js"></script> <style> .content-container .target:first-child { min-height: 700px; } </style> <script type="text/javascript"> $CQ(function() { if (window.CQ_Analytics && CQ_Analytics.SegmentMgr) { CQ_Analytics.SegmentMgr.areSegmentsLoaded = true; CQ_Analytics.SegmentMgr.fireEvent('segmentsload'); } if ( CQ_Analytics && CQ_Analytics.CampaignMgr ) { var campaigns = []; CQ_Analytics.CampaignMgr.addInitProperty('campaigns', campaigns); CQ_Analytics.CampaignMgr.init(); } CQ_Analytics.SFDCSegmentUtils.init(); CQ_Analytics.kruxStore.init(); CQ_Analytics.SFDCSegmentUtils.init(); CQ_Analytics.DemandbaseStore.init(); if( CQ_Analytics && CQ_Analytics.PageDataMgr) { CQ_Analytics.PageDataMgr.loadInitProperties({ "hits": 0, "title": "Drive Successful Technology Adoption and Future Innovation", "path": "/content/www/en_ie/home/resources/guides/drive-successful-technology-adoption-future-innovation", "navTitle": "Drive Successful Technology Adoption and Future Innovation", "tags": "Guide Resource Employee Experience IT Service Digital Transformation Customer Engagement ", "description": "Learn how to foster a culture and community of changemakers with the right change management.", "sitesection": "en_ie", "subsection": "home", "random": "0.69" }, true); } CQ_Analytics.Utils.isOptimizedCC = true; CQ_Analytics.ClientContextMgr.PATH = "\/etc\/clientcontext\/sfdc\u002Dwww"; CQ_Analytics.ClientContextMgr.loadConfig({"initializationEventTimer": 10}, true); }); </script> </div> <div aria-hidden="true"></div> <a class="screen-reader-text" href="#main"><div class="container">Skip to content</div></a> <header class="container-fluid header-container" role="banner"> <div class="page-message-alert-replace"></div> <div><div class="section"><div class="new"></div> </div><div class="iparys_inherited"><div class="iparsys parsys"><div class="referenceComponent reference parbase section"><div class="cq-dd-paragraph"><div class="globalnavigationbarconsolidated globalNavigationBarConsolidated parbase"> <script type="text/javascript"> window.sfdcBase = window.sfdcBase || {}; if (!sfdcBase.env) window.sfdcBase.env = ({ 'www.salesforce.com': 'PROD', 'www-uat1.salesforce.com': 'UAT', 'www-uat2.salesforce.com': 'UAT', 'www-perf.salesforce.com': 'PERF', 'www-qa1.salesforce.com': 'QA', 'www-qa2.salesforce.com': 'QA', 'www-int.salesforce.com': 'INT', })[location.hostname] ?? 'PROD'; window.sfdcBase.ssoEnabled=true; </script> <div id="aem-hgf-nav"> <script type="module" src="https://a.sfdcstatic.com/digital/xsf/components/v1-stable/navs.js"></script> <hgf-c360nav id="c360-hgf-nav" search="true" show-button-main="true" show-button-secondary="false" origin="https://wp.sfdcdigital.com/en-eu/wp-json" show-region-selector="true" home-href="/eu/" locale="eu"> </hgf-c360nav> <script> document.getElementById('c360-hgf-nav').setAttribute("show-button-main", !vp.isCustomer()); </script> <script type="module" src="//www.salesforce.com/etc/clientlibs/sfdc-www/clientlibs_hgf_tbidauth.js"></script> </div> </div> </div> </div> <div class="ghost section"> </div> <div class="ghost section"> </div> </div> </div> </div> </header> <div class="container-fluid content-container" role="main" id="main"> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-cirrus bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-8"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col col-divider text-left col-xs-12 col-sm-6 col-md-3 col-lg-3"><div class="spacerComponent parbase section"><div class="spacer " style="height:2px;"></div> </div> <div class="headingComponent parbase section"> <h4 id="resource-center" class=" h4gn text-snow text-left salesforce-sans-bold margin-20-top-lg margin-10-bottom-lg " style="; "> <a class=" text-snow " href="/resources/"> <span class=" header-text "> RESOURCE CENTER </span> </a> </h4> </div> <div class="barComponent parbase section"><div class=" bg-snow bar-align-center hidden-sm hidden-md hidden-lg" style="height:1px;width:100%;"></div> </div> </div> <div class="col text-left col-xs-12 col-sm-6 col-md-9 col-lg-9"><div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-0-top-xs margin-10-bottom-lg margin-0-bottom-xs margin-30-left-lg margin-50-left-md margin-0-left-sm margin-0-left-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a role="button" class="btn btn-xlg simple-link text-white with-plus salesforce-sans-bold drop-panel " data-drop-panel-target-id="cr-menu" data-content-replacement-close-color="sfdc-swap-button-day" href="#"> <span> BROWSE BY CATEGORY <span class="sfdc-icon icon-plus"></span> </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-4"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="dropPanelContainer parbase section"> <div class="drop-panel-container" data-content-src="/content/www/en_us/shared/modules/modals/resource-menu.html#module-par_columncontainer_8f26" data-panel-name="cr-menu"> <button type="button" class="close" aria-label="Close"> <span aria-hidden="true" class="text-day icon-sfdc-icon-x h3"></span> </button> <div class="drop-panel-body"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper bg-center-center bg-cover column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-1600.jpg');" class="columns-wrapper column-container-image bg-center-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-1600.jpg"> </div> </div> <div class="visible-md"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-1440.jpg');" class="columns-wrapper column-container-image bg-center-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-1440.jpg"> </div> </div> <div class="visible-sm"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-1024.jpg');" class="columns-wrapper column-container-image bg-center-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-1024.jpg"> </div> </div> <div class="visible-xs"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-768.jpg');" class="columns-wrapper column-container-image bg-center-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/Header-768.jpg"> </div> </div> <div class="container"> <div class="row columns-wrapper xs-min-height-150" style="min-height: 150px; 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg margin-0-top-xs column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="headingComponent parbase section"> <h1 id="drive-successful-technology-adoption-and-future-innovation" class=" h1 text-night text-left salesforce-sans-light margin-30-top-xs margin-10-bottom-lg " style="; "> <span class=" header-text "> Drive Successful Technology Adoption and Future Innovation </span> </h1> </div> <div class="headingComponent parbase section"> <h2 id="learn-how-to-foster-a-culture-and-community-of-changemakers-with-the-right-change-management" class=" h3 text-stratus text-left salesforce-sans-bold margin-10-bottom-xs " style="; "> <span class=" header-text "> Learn how to foster a culture and community of changemakers with the right change management. </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg margin-20-bottom-lg margin-0-bottom-sm column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="labelSmallComponent headingComponent parbase section"> <div id="time-to-read-5-minutes" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Time to Read: 5 minutes </span> </div> </div> <div class="socialMediaSharingComponent section"> <div> <div class="share-icon-row margin-10-bottom-sm"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/eu/resources/guides/drive-successful-technology-adoption-future-innovation/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=2024101" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a class="twitter" target="_blank" href="https://twitter.com/intent/tweet?url=https://www.salesforce.com/eu/resources/guides/drive-successful-technology-adoption-future-innovation/&text=Drive%20Successful%20Technology%20Adoption%20and%20Future%20Innovation&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="Drive Successful Technology Adoption and Future Innovation"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=2024101" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a target="_blank" href="https://www.linkedin.com/cws/share?url=https://www.salesforce.com/eu/resources/guides/drive-successful-technology-adoption-future-innovation/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=2024101" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-bottom-lg margin-40-bottom-sm column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-40-right-lg center-img-horizontally " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-hero-image-header-2.png"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>People, process, and technology are three critical components of any successful transformation. While it’s easy to get hyperfocused on the technology as you rush ahead to meet roadmap milestones, your customer-centric technology investment will fall short or even fail entirely if you don’t prioritise helping your people through technology and process changes.</p> <p>This includes implementing an organisational change management program that trains employees in new technology and minimises challenges as they acclimate to new ways of working. But it also should prepare them for a future where change is the norm and innovation is an everyday part of doing business.</p> </div> </div> <div class="headingComponent parbase section"> <h2 id="does-your-culture-support-meaningful-change-management" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Does your culture support meaningful change management? </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>Adapting to new ways of working can be hard and everyone approaches change differently. It’s important to have a change strategy that sets your people up for success while minimising challenges as they acclimate to new ways of working. But cultural norms can be barriers to meaningful change. For example, if employees don’t feel they belong to a culture of innovation, or if they lack clear transparency around the goals and vision, the move to new tools and ways of working may feel like less of an opportunity and more of a chore.</p> <p><a href="/research/forbes-ex-cx-growth/?d=cta-body-promo-374" target="_blank">More than a third (36%) of executives</a> say there’s too much resistance to cultural change among employees. Who is to blame? The fact is, company culture and established mindsets start at the top. It’s crucial that executives champion a culture that supports innovation, transparency, inclusion, and communication, and a common vision everyone can rally around.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-10 col-lg-10"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-9 col-lg-9"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-20-top-md margin-20-top-sm margin-10-bottom-lg " alt="quotation mark" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-anywhere/quotes.png"/> </div> </div> <div class="headingComponent parbase section"> <h3 id="success-depends-on-constant-communication-and-complete-alignment-weve-been-able-to-achieve-both-with-the-help-of-a-management-process-i-developed-a-number-of-years-ago-called-the-v2mom-which-stands-for-vision-values-methods-obstacles-and-measures" class=" avantgarde-medium text-stratus text-left avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-20-bottom-lg " style="; "> <span class=" header-text "> Success depends on constant communication and complete alignment. We've been able to achieve both with the help of a management process I developed a number of years ago called the V2MOM, which stands for vision, values, methods, obstacles, and measures. </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> </div> </div> <div class="labelSmallComponent headingComponent parbase section"> <p id="marc-benioff-ceo-salesforce" class=" h5 text-stratus text-left salesforce-sans-bold margin-10-top-lg " style="; "> <span class=" header-text "> Marc Benioff, CEO, Salesforce </span> </p> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-20-bottom-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="https://www.salesforce.com/blog/how-to-create-alignment-within-your-company/"> <span> Learn about the V2MOM <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-3 col-lg-3"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-40-top-lg margin-40-top-md margin-0-top-sm margin-20-bottom-sm center-img-horizontally " alt="Image of Marc Benioff, CEO, Salesforce" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-pullquote-headshot.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-1 col-lg-1"> </div> </div> <div class="row"> </div> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive center-img-horizontally " alt="A change management program is a critical piece of your strategic technology plan." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-inlineimage1-table.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="help-your-people-skill-up-for-the-future-of-work" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-30-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Help your people skill up for the future of work. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>Training is essential both when introducing any new technology and in an ongoing capacity to keep your team up to speed on the latest skills. Your training program should be designed for each role and line of business. It should explain how each new system or tool will affect users’ daily work and show them how to use it to become more productive and effective.</p> <p><a href="https://www.salesforce.com/eu/services/learn/overview/">Trailhead</a> provides ready-made training courses for our apps and tools, as well as general strategies and techniques such as design thinking. And as part of Customer 360, we offer <a href="https://trailhead.salesforce.com/mytrailhead?&utm_source=sfdc&utm_medium=web-landing-page&utm_campaign=trailhead">myTrailhead</a> to help you create custom learning programs from your own content and branding to help employees with everything from onboarding to company-specific enablement skills and career progression.</p> </div> </div> <div class="videoComponent vy-player parbase section"><div class="margin-20-top-lg margin-20-bottom-lg "> <div class="vy-player-container "> <div class="vidyard-player-embed" data-uuid='qMSUsVSbrYuUrnuerhCV3N' data-v="4" data-type="inline"></div> </div> <script type="text/javascript" data-uuid='qMSUsVSbrYuUrnuerhCV3N'> window.SfdcWwwBase && window.SfdcWwwBase.videoComponent && window.SfdcWwwBase.videoComponent.updateChapter(document.scripts[document.scripts.length - 1].getAttribute("data-uuid")); if(!window.vidyardEmbed){ window.videoUtils && window.videoUtils.loadScriptOnce("https://play.vidyard.com/embed/v4.js", "Vidyard", true); } else { window.vidyardEmbed.api.renderDOMPlayers(); } </script> </div> <script> (function($) { // Add 'Configuration' global object with details of our Adobe Analytics instance window.Configuration = window.Configuration || {}; var rsid = (typeof Server !== 'undefined') ? Server.getAccount() : ''; $.extend(window.Configuration, { PUBLISHER: '8D6C67C25245AF020A490D4C@AdobeOrg', MCID: '8D6C67C25245AF020A490D4C@AdobeOrg', NAMESPACE: 'salesforce', CHANNEL: 'salesforce', RSID: rsid, TRACKING_SERVER: 'salesforce.sc.omtrdc.net', HEARTBEAT_TRACKING_SERVER: 'salesforce.hb.omtrdc.net', DEBUG: false }); }(jQuery)); // End of IIFE </script> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-30-bottom-md text-size-default line-height-32 "> But training shouldn’t begin and end with a new solution cutover. Continuous learning and ongoing support and feedback should be embedded in your technology roadmap. For example, you can use employee feedback to optimise your roadmap and help your organisation continue to innovate. </div> </div> <div class="headingComponent parbase section"> <h2 id="how-to-learn-more" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> How to learn more. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-30-bottom-md text-size-default line-height-32 "> <p><a href="/resources/articles/future-of-crm/">The CRM system has come a long way</a>. Who would have thought 20 years ago that tools designed primarily for sales force automation and database marketing would become vital to the entire business? <a href="https://www.salesforce.com/eu/form/sales/forrester-crm-report/">Eighty-percent of companies</a> are now increasingly using their CRM system as the single source of truth about their customers across all departments and touchpoints.</p> <p>You can go further by turning your CRM into the business-critical, customer-focused backbone of your enterprise technology stack.</p> <p>In summary, you can do this by:</p> <ul> <li>Creating a <a href="https://www.salesforce.com/eu/resources/guides/innovation-roadmap-and-technology-plan-two-paths/">strategic technology roadmap</a> that prioritises employee and customer needs.</li> <li><a href="https://www.salesforce.com/eu/resources/guides/audit-technology-and-process/">Auditing where current technology and process are holding you back</a> and using real-world business scenarios to help select the best solutions for your organisation.</li> <li>Creating a <a href="https://www.salesforce.com/eu/resources/guides/achieve-single-view-of-customer/">single source of truth</a> by integrating systems and data.</li> <li><a href="https://www.salesforce.com/eu/resources/guides/drive-successful-technology-adoption-future-innovation/">Driving innovation and the adoption</a> of new apps and tools with continuous learning.</li> </ul> <p>Salesforce has led the evolution of CRM, for most part due to the ever-growing needs of our customers. And <a href="/eu/products/?d=cta-body-promo-388">Salesforce Customer 360</a> is the culmination of our evolution so far: an integrated CRM platform that provides powerful solutions for marketing, sales, commerce, service, IT, and more.</p> <p>Plus, it’s a highly extensible, API-driven platform for connecting your systems and data, so all of your employees can provide the connected, personalised experiences customers expect.</p> </div> </div> <div class="headingComponent parbase section"> <h2 id="were-with-you-every-step-of-the-way" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> We’re with you every step of the way. </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-inlineimage2-tip1.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-8 col-lg-8"><div class="bodyCopyComponent parbase section"><div class="margin-80-top-lg margin-40-top-md margin-20-top-sm margin-40-bottom-sm text-size-default line-height-32 "> Learn from our <a href="https://trailblazers.salesforce.com/">network of 3.5M+ Trailblazers</a> to network, share ideas, and find answers as you progress on your digital transformation journey. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-8 col-lg-8"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive hidden-md hidden-lg " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-inlineimage3-tip2.png"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-20-top-md margin-20-bottom-sm text-size-default line-height-32 "> Customer success has been at the heart of everything we do since day one. Our Customer Success Group is baked right into Customer 360 and built off of 20+ years of learnings and best practices. We provide access to the world's leading Salesforce experts, 24/7 technical support, one-on-one coaching and guidance, and a rich Partner Ecosystem. No matter where you are on your journey, we have the right resource to help you move seamlessly from vision to value. </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive hidden-xs hidden-sm margin-20-top-md margin-0-top-sm " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-inlineimage3-tip2.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <div id="chapters" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-xs " style="; "> <span class=" header-text "> Chapters </span> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="01" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 01 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/customer-focused-technology-guide/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 1" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/c360-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="is-your-it-focused-on-products-or-customers" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/customer-focused-technology-guide/"> <span class=" header-text "> Is your IT focused on products or customers? </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="02" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 02 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/innovation-roadmap-and-technology-plan-two-paths/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 2" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="learn-two-paths-to-building-your-innovation-roadmap" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/innovation-roadmap-and-technology-plan-two-paths/"> <span class=" header-text "> Learn two paths to building your innovation roadmap. </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="03" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 03 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/audit-technology-and-process/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 3" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch3-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="audit-technology-and-process-where-are-your-gaps" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/audit-technology-and-process/"> <span class=" header-text "> Audit technology and process — where are your gaps? </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="04" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 04 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/achieve-single-view-of-customer/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 4" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch4-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="work-toward-a-single-shared-view-of-the-customer" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/achieve-single-view-of-customer/"> <span class=" header-text "> Work toward a single, shared view of the customer. </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="05" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 05 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/drive-successful-technology-adoption-future-innovation/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 5" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="drive-successful-adoption-and-future-innovation" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/drive-successful-technology-adoption-future-innovation/"> <span class=" header-text "> Drive successful adoption and future innovation. </span> </a> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <div id="related-content" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-lg margin-40-top-sm " style="; "> <span class=" header-text "> Related Content </span> </div> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="cardComponent parbase section"> <div class="thumbnail bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/resources/guides/wellness-playbook-building-resilient-teams-guide/?d=cta-related-1"> <a href="/resources/guides/wellness-playbook-building-resilient-teams-guide/?d=cta-related-1" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="The Leader’s Guide to Building Resilient Teams">The Leader’s Guide to Building Resilient Teams</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Thrive Guide to Building Mentally Resilient Teams" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/wellness-playbook/resilient-team-thumb.png"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Guide </span> </p> </div> <div class="headingComponent parbase section"> <p id="the-leaders-guide-to-building-resilient-teams" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> The Leader’s Guide to Building Resilient Teams </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/resources/guides/wellness-playbook-building-resilient-teams-guide/">The Leader’s Guide to Building Resilient Teams</a> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="https://www.salesforce.com/blog/brene-brown-courage-vulnerability-lessons/?d=cta-related-3"> <a href="https://www.salesforce.com/blog/brene-brown-courage-vulnerability-lessons/?d=cta-related-3" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Leading through change" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/blogs/us/thumbnails/brene-brown-courage-vulnerability-lessons/brene-brown-courage-vulnerability-lessons.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="video" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Video </span> </p> </div> <div class="headingComponent parbase section"> <p id="vulnerability-expert-brene-brown-explains-how-to-be-a-braver-leader" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> Vulnerability Expert Brené Brown Explains How to Be a Braver Leader </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://www.salesforce.com/blog/brene-brown-courage-vulnerability-lessons/">Vulnerability Expert Brené Brown Explains How to Be a Braver Leader</a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper bg-center-top bg-cover column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-anthemvideo-background-2.png"> </div> </div> <div class="visible-md"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-anthemvideo-background-2.png"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-anthemvideo-background-2.png"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-anthemvideo-background-2.png"> </div> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="spacerComponent parbase section"><div class="spacer hidden-xs hidden-sm hidden-md" style="height:80px;"></div> </div> <div class="imageComponent parbase section"> <a href="#" class=" image-link" data-qe="TRACK_CUSTOMLINK_customer-360-video" data-modal-close-button-color="sfdc-modal-button-day" data-modal-width="modal-lg" data-modal-backdrop-color="sfdc-modal-backdrop-light" data-modal-bgcolor="bg-default" data-modal-src="/content/www/en_us/shared/video-modals/solutions/customer-360-anthem.html#module-par_columncontainer_505d" data-toggle="modal" data-target="#mainModal"> <img class="lazy img-responsive margin-100-top-lg margin-60-top-sm margin-40-top-xs center-img-horizontally " alt="Click here to see the video" data-qe="TRACK_CUSTOMLINK_customer-360-video" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch5-anthemvideo-laptop-2.png"/> </a> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="headingComponent parbase section"> <h2 id="customer-360-brings-all-your-teams-together-with-a-unified-view-of-your-customer" class=" h3lg text-snow text-center salesforce-sans-bold col-sm-12 col-lg-12 margin-30-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Customer 360 brings all your teams together with a unified view of your customer. </span> </h2> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-40-bottom-lg margin-40-bottom-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/products/?d=cta-body-promo-379"> <span> Get started </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 id="more-resources" class=" h1 text-night text-left salesforce-sans-light margin-60-top-lg margin-40-top-sm margin-60-bottom-lg margin-40-bottom-sm " style="; "> <span class=" header-text "> More Resources </span> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper margin-0-bottom-sm column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-376"> <a href="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-376" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Image that says "Find out how to unite your company around your customers."" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/salesforce-customer-360.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="tool" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Tool </span> </p> </div> <div class="headingComponent parbase section"> <p id="customise-a-solution-thats-right-for-your-business-in-a-few-simple-steps" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-bottom-lg headline" style="; " data-equalize="headline"> <span class=" header-text "> Customise a solution that's right for your business in a few simple steps. </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://salesforcecustomer360.herokuapp.com/">Customise a solution that's right for your business in a few simple steps</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/?d=cta-body-promo-377"> <a href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/?d=cta-body-promo-377" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="The Transformation Playbook">The Transformation Playbook</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-social-768x432.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Guide </span> </p> </div> <div class="headingComponent parbase section"> <p id="the-transformation-playbook" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-right-lg margin-10-bottom-lg headline" style="; " data-equalize="headline"> <span class=" header-text "> The Transformation Playbook </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/">The Transformation Playbook</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-100-bottom-lg margin-40-bottom-sm bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/resources/guides/transform-customer-experience-commerce-growth/?d=cta-body-promo-378"> <a href="/resources/guides/transform-customer-experience-commerce-growth/?d=cta-body-promo-378" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="Transform the Customer Experience">Transform the Customer Experience</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transform-customer-experience/resource-card-transform-customer-experience.png"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Guide </span> </p> </div> <div class="headingComponent parbase section"> <p id="transform-the-customer-experience" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-right-lg margin-10-bottom-lg headline" style="; " data-equalize="headline"> <span class=" header-text "> Transform the Customer Experience </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/resources/guides/transform-customer-experience-commerce-growth/">Transform the Customer Experience</a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="modal fade main-modal" id="mainModal" data-keyboard="true" role="dialog" aria-modal="true"> <div class="modal-dialog"> <div class="modal-content"> <button type="button" class="close" data-dismiss="modal" aria-label="Close"><span aria-hidden="true" class="icon-sfdc-icon-x h3"></span></button> <div class="modal-body"></div> </div> </div> </div> <footer role="contentinfo" class="bottom"> <div><div class="section"><div class="new"></div> </div><div class="iparys_inherited"><div class="iparsys parsys"><div class="referenceComponent reference parbase section"><div class="cq-dd-paragraph"><div class="powerfooternavigatio powerFooterNavigationComponent columnContainer parbase"><div class="columns-wrapper bg-snow hidden-xs hidden-sm"> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-sm-4 col-md-4 col-lg-4"> <div class="footer-logo"> <a href="/eu/" class=" image-link"> <img class="lazy img-responsive margin-40-top-lg margin-20-bottom-lg " alt="Go to the homepage" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_is/www/images/logo/salesforce-cloud-logo-sm.png"/> </a> </div> <div class="footer-social-links"> <div class="social-media-links margin-0-top-lg margin-30-bottom-lg"> <a href="http://www.facebook.com/salesforce" target="_blank" title="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=2024101" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon "/> </a> <a href="http://twitter.com/salesforce" target="_blank" title="Twitter"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=2024101" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon "/> </a> <a href="http://www.linkedin.com/company/salesforce" target="_blank" title="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=2024101" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon "/> </a> <a href="https://www.instagram.com/salesforce/" target="_blank" title="Instagram"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/instagram-day.svg?version=2024101" alt="Instagram" class="lazy text-salesforce-gray salesforce-social-icon "/> </a> <a href="https://www.youtube.com/user/SalesforceUK" target="_blank" title="YouTube"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/youtube-day.svg?version=2024101" alt="YouTube" class="lazy text-salesforce-gray salesforce-social-icon "/> </a> </div> </div> </div> <div class="col text-left col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <h2 id="new-to-salesforce" class=" h4 text-night text-left salesforce-sans-regular " style="margin-top:60px;margin-right:0px;margin-bottom:20px;margin-left:0px;; "> <span class=" header-text "> New to Salesforce? </span> </h2> </div> <div class="genericLinkListComponent list parbase section"> <ul class="generic-links "> <li> <span class="li-wrap"> <a href="/eu/products/what-is-salesforce/" class="text-cirrus">What is Salesforce?</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/learning-centre/crm/what-is-crm/" class="text-cirrus">What is CRM?</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/learning-centre/tech/cloudcomputing/" class="text-cirrus">What is Cloud Computing?</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/products/" class="text-cirrus">CRM Solutions</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/customer-success-stories/" class="text-cirrus">Customer Success Stories</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/editions-pricing/sales-cloud/" class="text-cirrus">Product pricing</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/form/contact/contactme/" class="text-cirrus">Contact Us</a> </span> </li> </ul> </div> </div> <div class="col text-left col-sm-3 col-md-3 col-lg-3"><div class="headingComponent parbase section"> <h2 id="popular-links" class=" h4 text-night text-left salesforce-sans-regular " style="margin-top:60px;margin-right:0px;margin-bottom:20px;margin-left:0px;; "> <span class=" header-text "> Popular Links </span> </h2> </div> <div class="genericLinkListComponent list parbase section"> <ul class="generic-links "> <li> <span class="li-wrap"> <a href="/eu/solutions/small-business-solutions/overview/" class="text-cirrus">Small Business CRM</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/products/sales-cloud/overview/" class="text-cirrus">Sales Force Automation</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/products/service-cloud/overview/" class="text-cirrus">Customer Service Solutions</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/products/marketing-cloud/overview/" class="text-cirrus">Digital Marketing Solutions</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/solutions/industries/" class="text-cirrus">Industry Solutions</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/events/" class="text-cirrus">Salesforce Events</a> </span> </li> <li> <span class="li-wrap"> <a href="/releases/" class="text-cirrus">New Release Features</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/campaign/your-account/" class="text-cirrus">Manage Subscription</a> </span> </li> <li> <span class="li-wrap"> <a href="/eu/form/newsletter/" class="text-cirrus">Sign up for email updates</a> </span> </li> </ul> </div> </div> <div class="col text-left col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <h2 id="about-salesforce" class=" h4 text-night text-left salesforce-sans-regular " style="margin-top:60px;margin-right:0px;margin-bottom:20px;margin-left:0px;; "> <span class=" header-text "> About Salesforce </span> </h2> </div> <div class="genericLinkListComponent list parbase section"> <ul class="generic-links "> <li> <span class="li-wrap"> <a href="/eu/company/our-story/" class="text-cirrus">Our Story</a> </span> </li> <li> <span class="li-wrap"> <a href="https://careers.salesforce.com/en/our-locations/europe-middle-east-and-africa/greater-europe/" class="text-cirrus">Careers</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/eu/company/news-press/press-releases/" class="text-cirrus">Press</a> </span> </li> <li> <span class="li-wrap"> <a href="https://trust.salesforce.com/en" target="_blank" class="text-cirrus">Security and Performance</a> <span class="salesforce-icon icon-sfdc-icon-offsite" role="img" aria-label="(opens in a new window)"></span> </span> </li> <li> <span class="li-wrap"> <a href="/company/legal/" class="text-cirrus">Legal</a> </span> </li> <li> <span class="li-wrap"> <a href="/privacy/overview/" class="text-cirrus">Privacy for Salesforce Products</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/eu/blog" class="text-cirrus">Salesforce EU Blog</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/eu/form/other/blog-newsletter/" class="text-cirrus">Salesforce EU Blog Signup</a> </span> </li> </ul> </div> </div> </div> </div> </div> </div> </div> </div> <div class="referenceComponent reference parbase section"><div class="cq-dd-paragraph"><div class="footernavigationcomp footerNavigationComponent parbase"><div class="page-footer"> <div class="container"> <div class="region-selector "> <div class="region-selector_button"> <div class="surround btn btn-outline-primary border-white" tabindex="0" role="button" aria-haspopup="true"> <span class="region-selector_icon icon-sfdc-icon-globe"></span> <span class="region-selector_label">WORLDWIDE</span> <span class="region-selector_caret icon-sfdc-icon-up-arrow"></span> </div> </div> <div class="region-selector_dialog" tabindex="0" role="region" aria-label="region selector"> <div class="region-selector_content"> <div><div class=" columns-wrapper bg-default container-fluid " style="margin-top:0px;margin-bottom:0px;"> <div class="row columns-wrapper "> <div class="col text-left col-sm-4 col-md-4 col-lg-4"><div class="headingComponent parbase section"> <h2 id="americas" class=" h4 text-night text-left salesforce-sans-regular " style="margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;; "> <span class=" header-text "> Americas </span> </h2> </div> <div class="genericLinkListComponent list parbase section"> <ul class="generic-links "> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/mx/" class="text-cirrus">América Latina (Español)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/br/" class="text-cirrus">Brasil (Português)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/ca/" class="text-cirrus">Canada (English)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/fr-ca/" class="text-cirrus">Canada (Français)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/" class="text-cirrus">United States (English)</a> </span> </li> </ul> </div> </div> <div class="col text-left col-sm-4 col-md-4 col-lg-4"><div class="headingComponent parbase section"> <h2 id="europe-middle-east-and-africa" class=" h4 text-night text-left salesforce-sans-regular " style="margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;; "> <span class=" header-text "> Europe, Middle East, and Africa </span> </h2> </div> <div class="genericLinkListComponent list parbase section"> <ul class="generic-links "> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/es/">España (Español)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/de/">Deutschland (Deutsch)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/fr/">France (Français)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/it/">Italia (Italiano)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/nl/">Nederland (Nederlands)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/se/">Sverige (Svenska)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/uk/">United Kingdom (English)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/eu/">All other countries (English)</a> </span> </li> </ul> </div> </div> <div class="col text-left col-sm-4 col-md-4 col-lg-4"><div class="headingComponent parbase section"> <h2 id="asia-pacific" class=" h4 text-night text-left salesforce-sans-regular " style="margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;; "> <span class=" header-text "> Asia Pacific </span> </h2> </div> <div class="genericLinkListComponent list parbase section"> <ul class="generic-links "> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/au/" class="text-cirrus">Australia & New Zealand (English)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/in/" class="text-cirrus">India (English)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/jp/" class="text-cirrus">日本 (日本語)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/tw/" class="text-cirrus">台灣 (繁體中文)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/kr/" class="text-cirrus">한국 (한국어)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/th/" class="text-cirrus">ประเทศไทย (ไทย)</a> </span> </li> <li> <span class="li-wrap"> <a href="https://www.salesforce.com/ap/" class="text-cirrus">All other countries (English)</a> </span> </li> </ul> </div> </div> </div> </div> </div> </div> </div> </div> <div class="page-footer_content"> <div class="page-footer_legal"> <p>© Copyright 2024 Salesforce, Inc. <a href="/company/legal/intellectual/" adhocenable="false">All rights reserved</a>. Various trademarks held by their respective owners.<br /> salesforce UK Limited, village 9, floor 26 Salesforce Tower, 110 Bishopsgate, London, UK, EC2N 4AY.<br /> Phone: +353 14403500. Fax: +353 14403501</p> </div> <nav class="page-footer_links mobile-display"> <ul class="page-footer_links_list"> <li class="page-footer_links_item"> <a class="page-footer_link " href="/company/legal/" target="_blank"> Legal </a> </li> <li class="page-footer_links_item"> <a class="page-footer_link " href="/company/legal/sfdc-website-terms-of-service/"> Terms of Service </a> </li> <li class="page-footer_links_item"> <a class="page-footer_link " href="https://www.salesforce.com/eu/company/privacy/"> Privacy </a> </li> <li class="page-footer_links_item"> <a class="page-footer_link " href="https://www.salesforce.com/eu/company/disclosure/"> Responsible Disclosure </a> </li> <li class="page-footer_links_item"> <a class="page-footer_link " href="https://www.salesforce.com/eu/form/contact/contactme/"> Contact Us </a> </li> <li class="page-footer_links_item"> <a class="page-footer_link " href="https://trust.salesforce.com/"> Trust </a> </li> <li class="page-footer_links_item"> <a class="page-footer_link optanon-toggle-display" href="#" data-ignore-geolocation="true"> Cookie Preferences </a> </li> <li class="page-footer_links_item"> <a class="page-footer_link " href="/form/other/privacy-request/?d=cta-footer-1" target="_blank"> <img alt="" class="footer-link-icon footer-link-icon_left" src="//www.salesforce.com/content/dam/web/global/svg-icons/icon-cpra.svg"/>Your Privacy Choices </a> </li> </ul> </nav> </div> </div> </div> </div> </div> </div> <div class="referenceComponent reference parbase section"><div class="cq-dd-paragraph"><div class="dockedcontainer_8f3 ghost"> </div> </div> </div> </div> </div> </div> </footer> <script src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_analytics_bottom.min.js"></script> <script src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_evergage.min.js"></script> <div class="hidden" data-load-libs="commonlyUsed"></div> <div class="hidden" data-load-libs="dropPanelContainer"></div> <script type="module" src="https://a.sfdcstatic.com//digital/@sfdc-www/clientlibs-web-components/v1-stable/attribution.js"></script> <span class="hidden data-runmode" data-runmode-ispublish="true" data-runmode-isprod="true" data-runmode-isnonprod="false" data-runmode-isstaging="false"></span> <script type="text/javascript" src="//www.salesforce.com/etc.bundles/sfdc-www/bundles/vendors~scriptloader.bundle.914d89992c829da7cb32.js"></script><script type="text/javascript" src="//www.salesforce.com/etc.bundles/sfdc-www/bundles/scriptloader.bundle.914d89992c829da7cb32.js"></script><script type="text/javascript" src="//www.salesforce.com/etc.bundles/sfdc-www/bundles/vendors~utils~webpack-script-manifest-SfdcWwwBaseCnc-js~webpack-script-manifest-commonlyUsed-js~webp~72b17f21.bundle.914d89992c829da7cb32.js"></script><script type="text/javascript" src="//www.salesforce.com/etc.bundles/sfdc-www/bundles/vendors~utils~webpack-script-manifest-SfdcWwwBaseCnc-js~webpack-script-manifest-commonlyUsed-js~webp~8dbeef75.bundle.914d89992c829da7cb32.js"></script><script type="text/javascript" src="//www.salesforce.com/etc.bundles/sfdc-www/bundles/utils.bundle.914d89992c829da7cb32.js"></script> <script type="text/javascript"> window.sfdcBase = window.sfdcBase || {}; if (!sfdcBase.env) window.sfdcBase.env = ({ 'www.salesforce.com': 'PROD', 'www-uat1.salesforce.com': 'UAT', 'www-uat2.salesforce.com': 'UAT', 'www-perf.salesforce.com': 'PERF', 'www-qa1.salesforce.com': 'QA', 'www-qa2.salesforce.com': 'QA', 'www-int.salesforce.com': 'INT', })[location.hostname] ?? 'PROD'; window.sfdcBase.locale="en-eu"; window.sfdcBase.chat = window.sfdcBase.chat || {}; window.sfdcBase.chat.preventChat=false; </script> <style> .sf-call { bottom: 91px; position: fixed; right: 30px; z-index: 105 } .call-btn-wrapper { display: none!important } .call-btn-wrapper a,a:active,a:focus,a:hover { text-decoration: none } @media(max-width: 767px) { .call-btn-wrapper { background-color:var(--hgf-g-blue-vibrant-50); border-radius: 50%; display: block!important; height: 60px; margin-bottom: 9px; width: 60px } .call-btn-wrapper a.btn { background-image: url(https://www.salesforce.com/etc/clientlibs/sfdc-www/clientlibs_www_livechat/img/call-icon.svg); background-position: 50%; background-repeat: no-repeat; border: none; cursor: pointer; display: block; height: 100%; touch-action: manipulation; width: 100% } } </style> <div class="sf-call"> <div class="call-btn-wrapper"> <a class="btn" href="tel:00800%207253%203333" aria-label="Call Us"></a> </div> </div> <script defer src="https://a.sfdcstatic.com/digital/xsf/components/v1-stable/chat.js"></script> <script type="text/javascript" src="/jnmYwLhDSrvFsn4x7w/hOOiJDEu7mNw/EUpJKi4/VUY9E/QchagAB"></script><link rel="stylesheet" type="text/css" href="/jnmYwLhDSrvFsn4x7w/hp/b1c9Ki4/DHdjC/Xt1VSFY"> <script src="/jnmYwLhDSrvFsn4x7w/hp/b1c9Ki4/fm0SA/nIfM04o" async defer></script> <div id="sec-overlay" style="display:none;"> <div id="sec-container"> </div> </div></body> </html>

CINXE.COM

Drive Successful Technology Adoption and Future Innovation - Salesforce