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Monday, Feb. 26, 2007 at 10:28 am

Viagra, Salesforce, and the Power of Consumers

By Howard Kaplan
February 26th, 2007

Last week, I had bad luck getting my emails returned. The switch from PC to Mac hasn’t exactly been as seamless as advertised (to be fair, though, most issues still revolve around, of course, Microsoft). Entourage is branding all my outgoing emails as coming from “An Office for Mac Test Drive User” while I wait for the new licenses to arrive. Thanks, Bill.

As if this weren’t bad enough, now I’m having trouble getting internal messages answered! My account is linked within Salesforce.com for new web-to-lead forms, and my co-workers are down right sick of “my” offers to get them cheap business class flights, “performance” enhancing drugs (think not of the Barry Bonds nature), and replica Rolexes.

I’m not alone in this plight. Rick Klau from Feedburner, and Brad Feld from Mobius VC (should know a thing or two, as an early investor in Postini) both recently weighed in as well–and their comments point to a whole slew of Salesforce.com customers having these kind of issues. Like Rick, we brought this to Salesforce support, and were basically laughed off the internet. Thankfully, it appears they may just be waking up. Yup, after what I’d guess would be a year of customers hounding them, they acknowledge their own culpability. Amazing.

Isn’t it great to be a consumer today? Now, if only MLBAM would wake up to customer centricity, I could go back to watching Sox* games in peace. Relative peace, anyway; I’m still a Sox fan living in the heart of Yankees country ;)

[*Editor's note: Like most Boston fans, Howard assumes you know he's talking about his very own Red Sox.]

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Comments (5)

  1. If you email your case, I’ll take a look at it.

    We have some options now with validation rules to help with this until we have a formal product solution to this that should help alleviate some of your pain with this problem.

  2. Spamming is a major problem when implementing a web-to-lead solution.
    Unfortunately the default Salesforce web-to-lead utility does not provide any anti spam functionalities yet, which might prevent some Salesforce user to successfully implement an effective Web-to-Lead strategy.
    For anyone willing to fill the gap between their website and Salesforce without worrying about spam, I suggest using FormVester (available form the AppExchange).
    FormVester generate leads form any of your existing online forms, without the hassle of reprogramming them…and it is spam-free. The reason is that, it works by adding a snippet tracking code into your website pages (that will execute a hosted script), so that, no OID number is ever exposed in the source code of the page. Spam bots are then not able to take advantage of this number ensuring a clean spam-free lead generation.
    An interesting other thing about FormVester, as opposed to the default Salesforce Web-to-Lead utility, is that it always checks if a lead already exists in Salesforce before creating/updating it (using a 6 rules based filter) so that it will never duplicate the lead.
    Give it a try! FormVester for AppExchange

    Hope it will help!

  3. they’ll have you suicidal suicida. Mica Kingsley.

  4. I appreciate your insights and the good information you have shared here. All points are significantly important for me and your article have helped me a great deal.
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  5. Find a niche and fill it, even if it’s in a sketchy business. We can’t all be pro baseball players can we?

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