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There is a shift happening in the customer service community. Words like service, support and even call center are being replaced by new phrases like customer engagement and customer experience. The refrain recently has been “customer service is a marketing opportunity.” At Dreamforce today in the Service Cloud keynote address, Salesforce SVP and GM Mike Milburn laid out their new messaging. Prior to Dreamforce I posted my trends to...Dreamforce 2014: Your Product Is Only as Good as Your Service
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