Businesses are rushing towards digital mode. The current scenario requires value to be delivered through individualized consumer experiences through digital channels like smartphone apps, messaging apps, social media, and physical delivery. To offer a customized experience that enables a consumer to proceed through a personalized journey, there must be a smooth integration of online channels.
In such a situation, the client needs a 360 view of services from companies (both B2B and B2C) to offer a seamless user experience. Therefore, Salesforce provides a customer 360 platform that offers a holistic point of view to track accurate data for easy access and lets consumers get quick insights.
In this guide, we will understand how the Salesforce customer 360 platform offers a more profound and thorough knowledge by evaluating their implementation that will provide extraordinary customer services to their clients.
What do you mean by Salesforce Customer 360?
Have you ever experienced difficulties with organizations and prompt client responses in your own business? If yes, the only solution to the problem is Salesforce customer 360!
It is one of the most pioneering CRM solutions as it is a comprehensive suite of products. To make it more explicit; the given CRM platform connects every department (from sales, marketing, commerce and service) in a unified structure to effectively utilize the collected data and offer a personalized experience to the people.
Why do customers love the customer 360 Salesforce platform? It’s because of integrating APIs, data and applications together to offer 360 views to the customers. Its power is so mighty that about 50% of the users expect a unified view of the customers that Salesforce successfully achieves.
Prominent Features of Salesforce Customer 360
Numerous features make the CRM platform more recognizable for solving complex business problems. They are as follows:
It focuses on developing a single UID for the shareholders for data sharing across online channels.
- Data Manager
It is a powerful data management tool that reconciles all the data from channels such as the cloud system, 3rd parties and personalizes the sales procedure to improvise services.
It creates custom audience segments through the simple low-code interface to accurately count the target customers of an organization.
- Privacy Center
To protect crucial customer data, Salesforce offers Privacy Center that lets customers control their data by visualizing it efficiently.
The pricing of the given CRM platform operates on a ‘subscription-based’ pricing model on an annual basis (add-ons will increase the price).
Implementing Salesforce Customer 360 in Six Critical Steps
After learning everything one must know about Salesforce 360 and its importance in improving the company’s operational process, the question of how to integrate Salesforce 360 into the business now emerges. Thus, let’s discuss the whole procedure through six vital phases:
Recognize Customer Information Sources
In commencing the implementation of Salesforce 360, it is essential to identify various sources of customer information to connect it with a single cloud source. To initiate it, the management must collect data stored in the inventory of the current authorities.
The given step emphasizes providing customers with easy access to every data resource. Furthermore, it also assures scrutinizing of specific departments such as:
- Focus on Prioritizing Data Hygiene
What do your businesses need to clean up the data? It is through two processes:
o Resolving data duplication
o Improvising data quality
To make it happen, Salesforce 360 brings revolutionary changes in the form of performance of data hygiene. It will prevent data storage of data in different databases and standardize through various components to create more consistent reports.
Therefore, the given steps are phenomenal as they regulate the data formatting for certain factors such as phone numbers, names and email so that internal stakeholders have faith in the whole procedure and drive it towards adopting the cloud platform appropriately.
- Perform Data Integration
The next step will be connecting all existing Salesforce apps into a single cloud platform called Customer 360. It will create a hub known as a customer truth (or a single source of fact). What does it bring?
It will convey all vital aspects, such as background information, privacy management, customer identities and other elements, into a single and central locality.
- Generating a Universal ID for 360 View
In the given step, there is a formation of a Global ID for every consumer so that they can utilize the services from any Salesforce app. This Universal ID will give your sales, marketing, operations, service, and commerce departments a broad perspective on your customers. The procedure will assist you in fostering a data-driven culture within your company.
- Focus on Personalizing Experience among Customers
Do you want that customers feel more connected with your Salesforce services? Then offer them a personalized user experience! Here, all the data is shown on a single dashboard and leads customers seamlessly down the sales funnel.
How to make it possible? It is promising through:
- Offering them products and services that they badly needed
- Have one-to-one communication with customers when they are planning to purchase
- Proposing a discount to appeal to them greatly
- Also, it offers them additional benefits as per their core purchase
- Safeguard Customer Data
Customer 360 provides a Data Manager that implements cross-cloud technology that stores and updates relevant information about the customer’s data. It also comes up with Customer 360 Privacy Center, which incorporates high-tech security tools to provide high-level security to the customer’s information.
In addition, it even assists in cleansing the system by deleting unused data and transforming information swiftly without compromising the data privacy laws
In a nutshell, Salesforce 360 gives users the impression of a powerful tool that increases the organization’s internal operational procedures. The solution enables enterprises to adopt a more centralized strategy by integrating various tools. As a result, the answer significantly aids in completing purchases by giving customers a tailored experience.