Trailblazer: The Power of Business as the Greatest Platform for Change

by Marc Benioff

customer success managers whose entire function was to understand how customers were using our software tools and, if they decided to bail on us, to circle back and find out why.

“If I had an hour to solve a problem, I’d spend fifty-five minutes thinking about the problem and five minutes thinking about solutions.”

These capabilities would only become more sophisticated as machines became smarter and smarter, and they could soon be used to tailor communications with exacting precision: everything from the best time to contact a customer, to the right subject line to use in an email, to what features or qualities to emphasize when describing products on social media.