Электронная книга: Marc Benioff «Customer Obsessed. A Whole Company Approach to Delivering Exceptional Customer Experiences»

Customer Obsessed. A Whole Company Approach to Delivering Exceptional Customer Experiences

Optimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC report shows that it accounts for less than three percent of total IT spending; why are so many companies neglecting such an enormous asset? This book provides a high-level overview of how the cloud can give you a competitive advantage. You'll learn how to integrate cloud technology into sound customer experience strategy to achieve unprecedented levels of success. More than just a state-of-the-field assessment, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization. You'll examine the many factors that influence the customer experience, and emerge with the insight to fine-tune your approach using the power of the cloud. What kind of advantage is your company leaving on the table? This book guides you through the key drivers of customer success to help you optimize your approach and leverage the future of global technology. Learn the keys to competitive advantage in the digital era Gain insight into each element that affects customer experience Harness the power of the cloud to achieve customer success Follow a prescriptive framework for optimizing customer experience We are in the golden age of IT innovation, but the majority of companies haven't even adopted cloud technology, much less begun to utilize its full business capabilities. Jump into the gap now, and reap the benefits as other struggle to catch up. Customer Obsessed gives you the guidance you need to achieve sustainable success in today's digital world.

Издательство: "John Wiley&Sons Limited (USD)"

ISBN: 9781119326045

электронная книга

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Marc Benioff

Marc Benioff
Born September 25, 1964 (1964-09-25) (age 47)
San Francisco, California
Organization Salesforce.com
Net worth US$1.9 billion (2011)[1]
Spouse Lynne Benioff

Marc Russell Benioff (born September 25, 1964) is Chairman & CEO of salesforce.com, a cloud computing company.

Benioff started salesforce.com in March 1999 in a rented San Francisco apartment[2] and defined its mission as The End of Software. He is “credited with turning the software industry on its head” by using the Internet to “revamp the way software programs are designed and distributed.”[3][4] He has long evangelized software as a service as the model that would replace traditional enterprise software. He is the creator of the term “platform as a service” and has extended salesforce.com’s reach by allowing customers to build their own applications on the company’s architecture, or in the salesforce.com “cloud”.[5] He is the author of three books, including the national best seller Behind the Cloud.[6]



Prior to founding salesforce.com, Benioff was at Oracle Corporation for 13 years in a variety of executive positions in sales, marketing, and product development. At 23, he was named Oracle's Rookie of the Year and three years later he was promoted to vice president, the company's youngest person to hold that title.[7] Before joining Oracle, Benioff worked as an assembly language programmer at the Macintosh Division of Apple Computer, where he was inspired by the company and its co-founder, Steve Jobs.[8] While still in high school, he founded Liberty Software, which specialized in microcomputer games, creating and selling games for the Atari system[4] among others.[9]


Benioff received a Bachelor of Science in Business Administration from the University of Southern California in 1986 where he was a member in the TKE social fraternity. He graduated from Burlingame High School in 1982.[10]

Influence and honors

In 2010 Fortune named him one of the Smartest 50 People in Tech[11]as well as one of the Top 50 People in Business.[12]The San Francisco Business Times named Benioff 2009 Executive of the Year, "for defying the fierce economic downdraft--and taking the lead role in the creation of an industry."[13]

He was appointed by President George W. Bush as the co-chairman of the President’s Information Technology Advisory Committee and served from 2003–2005, overseeing the publishing of critical reports on health care information technology, cybersecurity, and computational sciences.

Salesforce.com has received many accolades including a Wall Street Journal Technology Innovation award. It has been lauded as one of BusinessWeek’s Top 100 Most Innovative Companies, named No. 7 on The Wired 40, and twice selected as a Top Ten Disrupter by Forbes.[14] In addition, Forbes named salesforce.com one of America's Best Companies.[15]


Benioff pioneered the 1/1/1 Integrated Philanthropic model, by which companies contribute 1 percent of profits, 1 percent of equity, and 1 percent of employee hours back to the communities it serves. Parts of this 1/1/1 model have been adopted by many other companies, including Google.[16]In 2005, the members of the World Economic Forum named him as one of its Young Global Leaders.[17] In 2007 the Committee Encouraging Corporate Philanthropy presented Benioff with the Excellence in Corporate Philanthropy Award and in 2008 invited him to become a director of the board.[18]

In June 2010 Lynne and Marc Benioff announced a $100 Million Gift to UCSF Children's Hospital with the goal of not only seeing the new hospital built but significantly advancing children’s health worldwide.[19] In 2010, Benioff and his wife were named one of the Top 25 Most Effective Philanthropists by Barron’s.[20]


  • Compassionate Capitalism: How Corporations Can Make Doing Good an Integral Part of Doing Well with Karen Southwick (2004)
  • The Business of Changing the World: 20 Great Leaders on Strategic Corporate Philanthropy with Carlye Adler (2006)
  • Behind the Cloud: The Untold Story of How Salesforce.com Went from Idea to Billion-Dollar Company and Revolutionized an Industry with Carlye Adler (2009)

External links


  1. ^ "Marc Benioff - profile - Forbes.com". Forbes. 2011-06-07. http://www.forbes.com/profile/marc-benioff. 
  2. ^ Julie Moline. “It takes a salesforce,” NYSE Magazine, 2004. (retrieved 7/7/09)
  3. ^ Jon Swartz, “Salesforce CEO leads charge against software,” USA TODAY, 7/24/2007 (retrieved on 7/7/09)
  4. ^ a b On the Record: Marc Benioff. San Francisco Chronicle. September 11, 2005 (retrieved on 7/8/09)
  5. ^ Nicholas Kolakowski, “Salesforce CEO Marc Benioff Talks Cloud Computing, Twitter,” eWeek. March 23, 2009 (retrieved 7/8/09)
  6. ^ Amazon.com: marc benioff
  7. ^ Carlye Adler, The Fresh Prince of Software. FSB: Fortune Small Business. March 1, 2003. (retrieved on 7/7/09)
  8. ^ Newton, Casey (August 28, 2011). "Apple all-star alumni recall Steve Jobs' lessons". San Francisco Chronicle. http://www.sfgate.com/cgi-bin/article.cgi?f=/c/a/2011/08/28/MN5L1KRUUF.DTL. 
  9. ^ Salesforce.com Developers Conference keynote, May 21, 2007
  10. ^ Burlingame High School
  11. ^ "The smartest people in tech". CNN. July 9, 2010. http://money.cnn.com/galleries/2010/technology/1007/gallery.smartest_people_tech.fortune/17.html. 
  12. ^ "Businessperson of the Year". CNN. November 19, 2010. http://money.cnn.com/galleries/2010/news/companies/1011/gallery.business_person_year.fortune/19.html?iid=EL. 
  13. ^ "Marc Benioff: Salesforce.com CEO defied gravity in 2009 – San Francisco Business Times". December 27, 2009. http://www.bizjournals.com/sanfrancisco/stories/2009/12/28/story1.html?b=1261976400^2637191. 
  14. ^ http://www.salesforce.com/company/leadership/board-of-directors/#benioff
  15. ^ "The Short List". Forbes. December 30, 2009. http://www.forbes.com/2009/12/29/americas-best-companies-business-americas-best-company-10-shortlist.html. 
  16. ^ Swartz, Jon (July 24, 2007). "Salesforce CEO leads charge against software". USA Today. http://www.usatoday.com/money/companies/management/2007-07-22-benioff_N.htm. 
  17. ^ http://www.salesforce.com/company/news-press/press-releases/2005/01/050118.jsp (retrieved 7/7/09)
  18. ^ http://www.corporatephilanthropy.org/about-cecp/board-of-directors.html (retrieved 7/7/09)
  19. ^ Guth, Robert A. (June 17, 2010). "UCSF to Get $100 Million for Hospital". The Wall Street Journal. http://online.wsj.com/article/SB10001424052748704324304575307111971055670.html. 
  20. ^ http://online.barrons.com/article/SB50001424052970204869904575620981420096098.html?mod=BOL_hpp_emr#articleTabs_panel_article%3D11

Источник: Marc Benioff

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Marc BenioffCustomer Obsessed. A Whole Company Approach to Delivering Exceptional Customer ExperiencesOptimize the customer experience via the cloud to gain a powerful competitive advantage Customer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge… — @John Wiley&Sons Limited (USD), @ @ @ @ Подробнее...
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