Encyclopaedia Britannica is using Salesforce to make its business model fit for today’s digital customer by revamping the way it develops and sells its online education services.
According to a press statement, Encyclopaedia Britannica maintains a 95 percent customer renewal rate and is delivering substantial year-on-year growth with the help of Salesforce.
“Moving from print to digital meant we had to completely change the way our company worked. Salesforce has helped us transform our corporate culture and customer relationships,” said Michael Ross, senior vice president and education general manager, Encylopaedia Britannica.
“Now we communicate with customers much more frequently and collect their feedback to drive product development. Our customers view us as a partner instead of a vendor because they know we’re listening and responding.”
In an effort to compete in the digital age, the company stopped printing its trademark encyclopedia in 2012. Since then, it has evolved to become a leader in the online education market.
Salesforce helps Britannica to increase employee collaboration, improve customer engagement and develop products that address the needs of the K-12 digital learning industry.