Keith Block was promoted to co-CEO of Salesforce from his previous post as COO. He was also inaugurated by Business Insider into their list of 100 People Transforming Business.
He was also named as one of the Top 10 Enterprise Tech Executives. His focus is on customer success but behind that success is the power of AI.
Everything Begins and Ends with the Customer
Block has been quoted to say that “Everything for us begins and ends with the customer behind every device, whether it’s a phone or an IT device or a robot.”
That means that your company’s portfolio should be able to back that customer. Every business should be able to gather, systematize, and distill customer data to improve customer experience.
So now you have a huge chunk of customer data. How are you going to make sense of it and use of it efficiently? Block answers that the secret is artificial intelligence.
The Perfect Storm
Block also says that there is a “perfect storm of amazing technology disrupting business models and markets.” He credits all these amazing tech advancements as the after effects of AI technology.
He also calls artificial intelligence as the holy grail of sales software. Simply put, AI allows companies to know their customers inside out.
With the help of AI your company can know exactly what a customer values. It doesn’t matter how your company interacts with leads and customers. Obtaining this information enables your company to better engage with your customers.
A Company That Has Reinvented Itself Time and Again
Block believes that most companies only have one act. That means they don’t have the ability to change and cope with the changing tides in technology and business.
Salesforce he says, judging with 20 years of hindsight, has reinvented itself time and time again. The company has a first act all the way to a fourth one and maybe more.
The fourth act centers on AI. This has allowed Salesforce to establish itself as a player in each new market it lands on.