Salesforce Customer 360 uses a single source of truth to operate for the most precise full view of your customer. This one integrated platform can be used for Sales, Service, Marketing, Commerce, e-commerce, Analytics, Integration, Industry-specific, Employees, and Partners. Today, we are diving into customer 360. What is it, and how does it work?
What is Salesforce Customer 360?
Salesforce Customer 360 is a product that has yet to be a single product. It is the entire Salesforce portfolio of technology and services. Salesforce Customer 360 is the number one ranked Customer Relationship Management (CRM) platform that helps companies unite their teams with a shared view of every customer.
Your teams have best-in-class apps to work from, and all have the same customer data. It is everything that you need to deliver excellent experiences. We all know data is the fuel of computer systems that run, and today’s companies have more data than ever floating around their computers, including customer data. Often, all this data is stored in different systems, even when it belongs to the same business.
Sales teams use a combination of their inboxes plus spreadsheets to track their deals. The marketing team juggles different tools for their campaigns, events, and content marketing without an easy way to tell sales which leads are ready for some direct outreach. The service team responds to the customers on a completely different system, so they cannot quickly tell the marketing team whom to stop emailing because they have an open ticket. Then, the leadership team asks everyone to manually update spreadsheets so they can look at the business’s big picture.
But, by the time the spreadsheets are updated, they are already outdated. I mean, look at all those information silos. This is precisely where Salesforce Customer 360 comes in. It breaks down those silos,
so that you can connect the teams and the data.
How does Salesforce Customer 360 work?
When teams can easily share information, everyone gets a more complete view of the customer 360-degree view, which looks more like this. Your sales team knows who has recently visited your website so that they can discover better leads. Meanwhile, your customers with questions can find your answers faster on your website.
Self-service portals and chatbots give your customers frequently asked questions about what they want in real-time while giving your agents more time to keep customers happy. Your marketing department knows which customers have open cases, so they will not contact that customer with promotions while experiencing technical issues.
It is the whole company we are talking about, say, marketing, sales, commerce, service, and IT (Information Technology). teams, regardless of the business or industry size. All use the same platform, sharing data, updating records, and seeing a full view of every customer. That kind of 360-degree view enables you to deliver seamless, consistent experiences. And this is what it is like when Customer 360 is your single source of truth for all your customer data.
And what happens when your teams have best-in-class apps to work from is genuinely unique. Everyone is empowered to work from anywhere and still provides a seamless, consistent experience that amazes your customers because, you know, your customers want to have an amazing experience.
Am I right? Yeah, I am.
So, we got a good idea of what Customer 360 is and what it can do to connect people and teams in your business.
What do businesses get? What is included in Customer 360?
And a better question might be: what is not included? So, let us get a little deeper; let us dive in even more.
Sales Cloud – Manage every step of the sales journey, helping every sales rep to be effective and close more deals with Sales Cloud. Read our full blog to know more about Sales Cloud.
Service Cloud – Service cloud makes it easy to deliver personalized customer service experiences, connect every channel, personalize every engagement, and scale every process as your business grows. Read full blog to get knowledge on Salesforce Field Service Lightning.
Marketing cloud – helps you reach audiences across all your touchpoints: digital advertising, email, mobile and social. And it is not just about growing. It is about helping your customer relationships grow stronger. Read our full blog here.
Salesforce Commerce Cloud – All kinds of companies use it to grow their online businesses by delivering seamless experiences without all the complexity and hassle.
Right? Please get to know your customers, humanize every moment, and reach customers with personalized messaging on the channels they already like using.
How do we simplify processes and cut costs at the same time?
Commerce Cloud helps cut through the complexity; wait until you see what Customer 360 can do for your data. This is all about your data analytics because analytics is an easy way with Tableau and Einstein. Now, if you have yet to try Tableau, you’ve got to check it out. It is a data visualization tool that turns into charts, graphics, and other visuals.
Combine that with Einstein Analytics, which analyzes data to create actionable insights you can use to help make real-world decisions. And you have some profound business intelligence right at your fingertips. You can build apps and integrate them with other business systems, and Salesforce Customer 360 also works for any industry.
Now, Salesforce solutions are tailored to your businesses, and verticals are created with industry experts to help you modernize your business, save time, and lower costs.
What is the game changer?
CDP stands for Customer Data Platform, which is powering the next generation of CRM; it allows your company to manage the entirety of your first-party data to provide you with a complete view of your customers. We are talking about personalized, real-time, and scalable data.
Slack is another big part of Customer 360; it is software. Salesforce and Slack combine all your teams with the messaging apps and data they need in one workspace. Now, everyone can collaborate from anywhere, whether from the office, home, or your kid’s basketball game, when they are resting on the bench, etc. That is how Customer 360 empowers companies to deliver results.
So, whether customers are meeting in person, answering emails, or chatting on the phone, Salesforce has one platform connecting every touchpoint, helping businesses of all sizes in every industry. Customer 360 is significant, and leading analysts rate all the products best-in-class.
The million-dollar question here is…Do I have to use all of it? Does my business, which could benefit from, say, Sales Cloud and Service Cloud, but might not with the other pieces, at least not right now?
Do I have to sign up for the whole enchilada?
Of course not. Everything is designed to be used individually or together. It is a system, and it is customizable to fit your business and your unique needs. When you do start using these products together, that is where the real magic happens. There is an incremental value thing that starts happening here. Think of it as a one plus one equals three kinds of thing. Like, the products are all designed by Salesforce. They are designed to work together with a shared vision, roadmap, and best practices defined – like cross-product workflows and processes.
And they come pre-integrated. No more building yourself because nobody has time for that. When you put two or more products together, they help teams work better together. And business leaders know when you can improve communications and productivity on individual teams and across multiple teams, the whole business realizes tremendous success.
How does all this Customer 360 work day-to-day in my business?
Customer 360 works, and it can work one way now and then change over time as your business grows and evolves. Every company is unique, and Prudent’s Salesforce consultants can help you find the right solution for your business and your customers. And the even better news is that you can get started with simple next steps.