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Salesforce Customer 360

Salesforce Customer 360 – Features, Benefits & Use Cases

Are you tired of the same old customer experiences? You know, the ones where customer service is slow and your preferences go unheard? Well, you’re not alone. In fact, according to a recent survey by Salesforce, 80% of customers say that the experience a company provides is just as important as its products or services.  So, what can you do to ensure your company stands out in this customer-centric era? Enter Salesforce Customer 360, the platform that helps you put your customers at the heart of your business strategy.

With Salesforce Customer 360, companies can consolidate customer data from multiple sources, gain a 360-degree view of each customer, and deliver personalized experiences at scale. And don’t just take our word for it. According to research by Nucleus Research, by using Salesforce Customer 360, companies can experience a 475% return on investment.

salesforce 360

So, if you’re ready to put your customers first and gain a competitive edge, it’s time to give Salesforce Customer 360 a try.

 In this blog, we will explore the features, benefits, and use cases of Salesforce Customer 360.

Before starting let’s just quickly understand the MAIN advantage of Salesforce Customer 360 with a simple example

Let’s take the case of a leading coffee chain, Starbucks. By leveraging Salesforce Customer 360, Starbucks enables its baristas to quickly access their customers’ preferences, past orders, and rewards points, even while taking orders in-store. With this knowledge, Starbucks can provide personalized recommendations based on each customer’s preferences, ensuring a delightful experience that encourages customer loyalty and repeat business. (Now you better know why Salesforce customer 360 is important) 

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Features of Salesforce Customer 360

Now as we have understood the main advantage of customer Salesforce it’s a time to take a look at the features..

360-degree view of the customer: Salesforce Customer 360 provides a holistic view of each customer by consolidating data from multiple sources such as sales, marketing, service, and commerce. This comprehensive view allows companies to personalize their interactions with customers and deliver a seamless experience across all touchpoints.

Data integration and synchronization: Salesforce Customer 360 enables companies to integrate and synchronize customer data across various systems and applications. This integration ensures that all customer information is up to date, eliminating data silos and providing a single source of truth for customer data.

Unified customer profiles: With Salesforce Customer 360, companies can create unified customer profiles that include all relevant data points, such as contact information, purchase history, support tickets, and social media interactions. These profiles help businesses gain a deeper understanding of their customers and tailor their offerings to meet their specific needs.

AI-powered insights: Salesforce Customer 360 uses artificial intelligence (AI) and machine learning algorithms to provide valuable insights into customer behavior and preferences. These insights enable companies to make data-driven decisions, predict customer needs, and deliver personalized experiences at scale.

Omni-channel engagement: Salesforce Customer 360 supports omni-channel engagement, allowing companies to interact with customers across various channels, including email, social media, mobile apps, and chatbots. This flexibility enables businesses to provide consistent and seamless experiences to customers, regardless of the channel they choose to engage with.

Real-time analytics and reporting: Salesforce Customer 360 provides real-time analytics and reporting capabilities, allowing companies to monitor and measure the effectiveness of their customer engagement strategies. This data-driven approach enables businesses to identify trends, track key performance indicators, and optimize their customer interactions for better outcomes.

Read Our Old Blog : Enhancing Reports and Dashboards in Salesforce Apps

Benefits of Salesforce Customer 360

Do you know that Salesforce Customer 360 provides companies with the ability to drive revenue growth by up to 41% and increase customer satisfaction by up to 27%? But how? The answer is simple: With the ultimate benefits of Salesforce Customer 360.

Salesforce customers by industry1. Enhanced customer experience: Salesforce Customer 360 helps businesses deliver personalized and seamless experiences to their customers.

  •  By consolidating and analyzing customer data, companies can better understand their customers’ preferences, anticipate their needs, and provide relevant recommendations or offers.
  •  This level of personalization creates a positive and memorable customer experience, driving customer loyalty and increasing customer retention.

2. Improved operational efficiency: By integrating and synchronizing customer data across different systems and applications, Salesforce Customer 360 eliminates manual data entry and reduces the risk of errors. 

    • This automation streamlines business processes and frees up employees’ time, allowing them to focus on more strategic tasks. 
    • Additionally, the real-time analytics and reporting capabilities enable companies to measure the impact of their customer engagement initiatives and make data-driven decisions to improve operational efficiency.

3. Increased sales and revenue: Salesforce Customer 360 enables companies to identify upsell and cross-sell opportunities by analyzing customer behavior and preferences. 

    • By delivering personalized and relevant offers at the right time, businesses can maximize sales and revenue.
    •  Moreover, the seamless and consistent customer experience provided by Salesforce Customer 360 fosters customer satisfaction and loyalty, leading to repeat purchases and long-term customer relationships.

4. Better marketing ROI: Salesforce Customer 360 helps companies optimize their marketing campaigns by providing insights into customer preferences, interests, and purchase patterns. 

    • This data-driven approach allows businesses to target the right audience with the right message, resulting in higher marketing ROI. 
    • Furthermore, Salesforce Customer 360 enables marketing teams to track campaign performance in real-time, make necessary adjustments, and measure the effectiveness of their marketing efforts.

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Use Cases of Salesforce Customer 360

  • E-commerce

Online retailers can leverage Salesforce Customer 360 to deliver personalized product recommendations based on customer browsing and purchase history. 

By integrating their e-commerce platform with Salesforce Customer 360, companies can create a seamless shopping experience across all channels and devices, resulting in higher conversion rates and customer satisfaction.

Example:

Amazon: By using Salesforce Customer 360, Amazon provides personalized product recommendations to its customers based on their browsing and purchase history. Amazon analyzes customers’ previous orders, search queries, and product views to suggest relevant products, resulting in increased sales and customer satisfaction.

  • Customer support

Companies can use Salesforce Customer 360 to provide a seamless and consistent support experience to their customers. By consolidating and analyzing customer support data, businesses can identify patterns and trends, anticipate customer needs, and resolve issues proactively. 

This proactive approach to customer support enhances customer satisfaction and reduces support costs.

Example

Sonos: Sonos, a manufacturer of smart speakers and audio systems, utilizes Salesforce Customer 360 to provide seamless customer support. By consolidating customer support data, Sonos gains a holistic view of each customer’s interactions and can provide timely and accurate support, leading to higher customer satisfaction and loyalty.

Sonos speakers

  • Salesforce automation

Salesforce Customer 360 helps sales teams streamline their processes and improve their productivity. By consolidating customer data and providing real-time insights, sales representatives can prioritize their leads, identify upsell and cross-sell opportunities, and close deals faster. 

This increased efficiency and effectiveness lead to higher sales performance and revenue growth.

Example

The Hershey Company: The Hershey Company uses Salesforce Customer 360 to optimize its sales operations. By consolidating customer data and integrating with their sales systems, Hershey’s sales teams gain a comprehensive view of their customer’s preferences and behaviours. 

Marketing campaign optimization

With Salesforce Customer 360, marketing teams can segment their audience based on customer behaviour and preferences and deliver targeted marketing campaigns. 

By analyzing campaign performance in real time, marketing teams can optimize their messaging, channels, and timing to maximize marketing ROI.

Example

Coca-Cola: Coca-Cola utilizes Salesforce Customer 360 to enhance its marketing campaigns. They create targeted marketing campaigns for specific customer segments. For example, they might run a summer-themed campaign to promote beverages that are popular during warmer months.

Why Choose QSS Technosoft? 

We at QSS Technosoft specialize in helping businesses implement Salesforce Customer 360, a comprehensive platform that consolidates customer information from various touchpoints. 

With our team of certified experts, we customize Salesforce Customer 360 to meet your specific business needs, enabling greater efficiency and accuracy. By using this platform, we can help you provide a seamless, personalized customer experience across all channels, streamline workflows, and gain valuable insights into customer behaviour and preferences.

Connect to learn more about how we can assist your business with Salesforce Customer 360.

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Conclusion 

Salesforce Customer 360 is an amazing platform that can help businesses provide better customer experiences, work more efficiently, and boost their sales. If you’re still using outdated methods to manage your customer relationships, it’s time to upgrade to Salesforce Customer 360. 

Don’t miss out on the opportunity to stay ahead in the business world. Contact QSS Technosoft, the experts in Salesforce implementation, to learn more about how we can help you optimize your business with Salesforce Customer 360. 

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