How to Calculate the ROI of Experience Cloud
Layoffs, shrinking budgets, and a world teetering between digital and reality—but here's the kicker—*Most* of your customers don't care about your budget cuts.
They want quality, and they want it now.
Some sobering stats:
A poor mobile experience can do serious damage to your brand.
57% of customers won’t recommend a business with a poorly designed website on mobile. 50% of customers will stop visiting the mobile site, even if they like the business.
More than 2/3s of companies now compete primarily on customer experience – up from only 36% in 2010!
The pluses?
So, the million-dollar question: "Is the Experience Cloud worth the hype?"
Forrester 's research on Experience Cloud reveals that companies that jump onto the Experience Cloud bandwagon can expect 342% ROI within just three years.
Yes, you read that right.
Digging into the numbers:
Source: Forrester
There are also many unquantified benefits—like how dashboards and reporting improved visibility and enabled data-driven decision-making. And how Tableau drove intelligent custom optimizations.
Calculating Potential Business Gains
Factoring in Implementation and Maintenance Costs
Besides the good things Salesforce Experience Cloud can do for your business, you must also consider things like:
Salesforce subscription, fees, and consulting costs.
If you want authenticated access, you'll pay for units such as logins or members. This lets your company be precise about how frequent or occasional users you must cater to.
Implementation labor and ongoing management costs.?
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Let’s Get Real: Experience Cloud Success Stories
Enough with the number game. Let's get real with a firsthand look at how Experience Cloud changed the game for the National Ability Center (NAC).
National Ability Center Participant Portal
The National Ability Center (NAC) is a nonprofit organization based in Park City, Utah. NAC’s mission is to aid people with disabilities in participating in outdoor recreation.?
Project Overview
In 2023, the National Ability Center considered balancing technology and outdoor activities and gathering data for the participants, instructors, and donors they serve.
Before Experience Cloud, they used paper forms to gather information. This was time-consuming and didn't give NAC easy (or full) visibility into their operations, participants' journeys, instructors' progress notes, or pain points. Nor did their analog process give them the insights they needed to analyze, learn, and continuously improve.
All these made NAC contact us to implement the Experience Cloud.
Key Features and Benefits Realized
National Ability Center streamlined operations, reduced the number of logins, and improved their participant and instructor engagement via:
Lessons Learned
Here is what NAC learned at the end of the implementation:
The National Ability Center's journey with Salesforce Experience Cloud isn't just about tech. It's about harnessing technology to craft spaces that cater to diverse individuals and serve them at every turn.
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