As markets evolve, customer expectations change and your business grows, the management of data and platforms becomes a significant challenge. Disparate systems, fragmented data, and siloed departments can lead to inefficiencies, poor customer experiences, and missed opportunities.
Salesforce Customer 360 is a platform designed to break down these barriers and provide your company with a unified view of customer data and insights. In this blog, I’ll cover the business problems that Salesforce Customer 360 solves and the features that allow you to streamline operations, improve customer experiences, and drive revenue growth.
The problem: Fragmented data and platforms
When you have siloed data across different departments or platforms, getting a complete view of your customer becomes challenging. For example, a customer may interact with your company through various channels, such as social media, email, or phone, but you might have information about each platform stored in a separate system. Such fragmentation makes it difficult to understand customer preferences and behaviour, resulting in a disjointed experience. Additionally, managing multiple platforms can be time-consuming and costly, with each platform requiring its own set of resources and expertise.
The solution: Salesforce Customer 360
Salesforce Customer 360 is a platform designed to combine your data and platforms into a unified view. By integrating customer data across channels and platforms, your business gains a comprehensive understanding of customers and can deliver a personalised experience. Salesforce Customer 360 allows your company to leverage data from various sources, including CRM, marketing automation, e-commerce, and customer service, to create a complete profile of each customer.
What are the key features of Customer 360?
- Data integration: Customer 360 enables your company to integrate data from multiple systems, including CRM, marketing automation, e-commerce, and customer service, into a single platform. Integration ensures that customer data is consistent and up-to-date across all channels, enabling you to deliver a personalised experience.
- Integration with Slack: Salesforce offers integrations with Slack that enable your business to communicate and share information with customers, teams, and partners in new and efficient ways. This integration simplifies digital workflows and improves collaboration, resulting in a more productive and streamlined experience.
- Analytics and insights: The platform provides advanced analytics, allowing your teams to monitor and analyse customer data across various channels. This analysis can help your business identify trends, optimise campaigns, and improve the customer experience.
- Artificial Intelligence (AI): Customer 360 includes artificial intelligence (AI) features, such as Einstein, which enable you to automate tasks, personalise content and offers, and improve the customer experience.
- Customer data collection: The platform’s customer data platform enables your business to create a comprehensive profile of each customer, including their preferences, behaviour, and history. You can leverage these profiles to deliver personalised content and offers across various channels.
- Customer engagement: With Customer 360, you have the tools to engage with customers across various channels, including email, mobile, social, and web. You can personalise this engagement based on customer data to create more relevant and effective experiences.
- e-Commerce: Customer 360 includes e-commerce features for creating and managing online stores. You can integrate this functionality with other platforms, such as CRM and marketing automation, to create a seamless customer experience.
These are just a few of the features available. The entire Salesforce Customer 360 suite has even more features that make it a one-stop-shop for your enterprise’s digital needs.
Salesforce Customer 360 is a powerful platform that enables your business to break down barriers and provide a seamless customer experience. By consolidating customer data from multiple systems and channels, your team gains a 360-degree view of customers and can use this to deliver personalised content and offers. When you leverage Customer 360, you will also see some positive benefits to your company, including increased revenue, customer satisfaction, and loyalty.
Why choose MakeSense to deploy Customer 360 for your business?
We are end-to-end Salesforce experts and wholly believe in the returns generated by Customer 360. Our experts can assess your current strategy, make recommendations, and implement a solution with Salesforce’s platforms. Please visit our Salesforce page and commerce cloud page to learn more about our expertise and how we can support your business.