Customer engagement is the No. 1 priority for companies in 2014 according to Bluewolf’s annual “The State of Salesforce” report. Customer engagement is the new bottom line, according to the report: 60% of customers ranked customer engagement as their top priority. “Every employee must be empowered to recognize a customer engagement opportunity and act on it at any touch point,” the report says. “In the new customer engagement economy, no longer is one department responsible for serving the customer....

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