Salesforce Customer 360 – Features, Benefits & Use Cases
Introduction?
If you are a business owner in the current market, then you would know that most of businesses today depend on high efficiency of data management. Data helps businesses to find key statistics and insight regarding their operations, and eventually perform better in every aspect. This is especially true when it comes to customer engagement and customer satisfaction. By accessing and analyzing customer data, you can provide a much better service to your customers. This is where a CRM platform like Salesforce Customer 360 comes in handy. Salesforce Customer 360 is a cloud-based CRM system that connects all the departments in your organization through a single view of customer data. In this article, we will try to give you an overview of the features and the use cases of this data platform, and the benefits of using it.
What is the Salesforce Customer 360 platform?
When you operate a business, you know how important it is for every department to make decisions that not only improve customer relations but also help in retaining and expanding your customer base. Every department within the company – be it sales, marketing, service, or IT – depend on collecting customer data from different sources and use this information for improving their performance.?
As Salesforce state themselves, “Customer 360 connects your marketing, sales, commerce, service, and IT teams around every customer so they can work together while boosting productivity, increasing efficiency, and decreasing costs.” In simple words, Salesforce Customer 360, which is also known simply as Customer 360, is a CRM platform that help companies to connect Salesforce apps with the IDs generated for every single customer. What this does is provide a single view of the customer data to every employee within the organization so that they can make effective and better decisions easily and in a time saving manner.
Important features of Salesforce Customer 360
Customer 360 is a complete suite of Salesforce, which comes with multiple unique and efficient features that help businesses with better customer engagement and experience. If you are thinking that Customer 360 comes as a single product, then you are wrong. Customer 360 is the breadth of Salesforce’s technological tools. The features of Salesforce Customer 360 include –
Unified data and consent management
In order to create detailed customer profiles, businesses are constantly working to combine all the data they have obtained. For first party members, managing consent includes managing client data that may be known or unknown, such as in the form of cookies. After gaining authorisation from the Salesforce framework, the management team makes it simple for clients to provide consent through a variety of channels, including email marketing and digital advertisements. This also helps the organization to provide access to customer data from different sources to all their internal departments for a better decision-making process.
Improved audience classification/segmentation
Demographic profile segmentation and monitoring past experiences with the deals chosen by the buyers are the criterion for identifying unique groups of clients for engagement on multiple platforms. Different groups of customer come with different customer needs. Using Customer 360 leverages the businesses to identify each customer according to their unique customer behaviour and needs, and approach them with unique strategies.
For example, this can be used for developing sales strategies that target a set demographic of customers, and pitch the right products in front of the right audience.
Personalized customer experience
Salesforce Customer 360 is designed for analyzing real-time customer data and generating personalized customer experiences that would provide customers with better service. Using Customer 360 allows businesses to close better deals and improve customer retention rate. Businesses can identify different types of customer behavior by collecting content and data from customers and approaching them accordingly.
Artificial Intelligence integration?
Artificial intelligence enables companies to more accurately collect and analyse their customers' interests. AI can thus contribute to the improvement of customer relationship management by using customer data to create rich insights. This evaluates the performance of the business and increases customer loyalty.?
This can be accomplished by tracking the number of clicks on a specific ad or by tracking the details of products purchased in previous years or months. Artificial intelligence also enables the collection of information related to customer profiles, which assists organizations in providing a product mix across channels and, ultimately, optimizes the contentment level of the customers.
Follow up features
Even after the transactions are completed, the customer engagement does not stop. The Salesforce Customer 360 marketing cloud continues to interact with the customers by notifying them about new and exciting discounts and new offers that always open up the door for closing more and more deals.
Customer data management in a single view
Salesforce Customer 360 is a tool that allows companies to unify all of their customer-related data and insight within one single interface. The Salesforce technology helps companies to connect Salesforce apps with the customer data, and these data can be accessed by every single internal department in a single 360-degree view. This is especially useful when companies want to bring down the time required for carrying out operations, as this single view of customer data allows the departments to coordinate better and take quicker actions.
Creating universal IDs
A key feature of the Salesforce Customer 360 CRM system is registering customer identity and data through unique customer IDs. For every customer who interacts with your organisation, you can create a unique ID in the Salesforce ecosystem. This allows you to assess individual customers closely by analyzing their purchase history, browsing history, shopping preferences, etc. As we have pointed out before, provisioning unique customer IDs also helps businesses to provide every customer with a unique and personalized experience on your website.
Salesforce products included in Customer 360
For providing businesses with these unique features, Salesforce Customer 360 comes with the following major tools –
Sales Cloud
The Salesforce Sales Cloud is the heart of the CRM system which allows businesses to manage leads, forecast sales, manage prices and quotes and so on.
Marketing Cloud
With the help of Salesforce Marketing Cloud , businesses can design and administer highly specialized and individualized marketing campaigns across several platforms, including email, social media, and mobile.
Service Cloud
With the help of Salesforce Service Cloud , businesses can manage customer service and support using a variety of tools, including case management, knowledge management, and monitoring customer communities.
Commerce Cloud
The Salesforce Commerce Cloud allows businesses to integrate powerful e-commerce platforms for managing online stores and handling transactions.
Other than these four clouds, the Salesforce Customer 360 comes with a few other products such as Salesforce Tableau Analytics (for business intelligence, data visualization, AI integration, predictive analytics), Salesforce Platform (for customizations, workflow management, app development, etc.), MuleSoft (for automation of IT workflows through connectors, API integrations, managing reusable codes, etc.), and Slack (for channels, app integrations, customer interaction, and more).
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Use cases of Salesforce Customer 360
Customer 360 is a complete suite of Salesforce which provides companies with multiple use cases. This integrated CRM platform is suitable for organisations of all sizes, and can bring the following use cases –
Sales and marketing
Salesforce Customer 360 is a complete suite of Salesforce products that offers a shared view of every customer on your channels. Your sales and marketing team can access your company’s customer data to take better decisions that help in creating a customer base and even expanding the existing customer base.
Personalization of customer experience?
Customer loyalty heavily depends on how comfortable they feel on your website or any other channels where they are interacting with your organisation. Salesforce Customer 360 assigns unique IDs to individual customers, and tracks their activities on different channels which help in curating detailed personalised shopping experience for every customer. From getting personalised notifications, to being exposed to advertisements on relevant products or services – the Salesforce Customer 360 does it all.
Customer support
By assessing the customer's behavior and their shopping experience, an organization can have a better chance of understanding the difficulties or issues that the customer is facing and can offer better support. Salesforce Customer 360 helps the customer support team massively, by giving them access to customer data while they are trying to resolve an issue. Moreover, this CRM software will also stop sending notifications and promotional messages when the customers are facing any issues so that they do not feel annoyed.
Innovate
If your business is not doing well, or if you just want to do better than you are currently achieving, you can use the 360-degree view of your customer information to create better business models, and take better decisions. For all your internal departments, the Salesforce CRM comes as a blessing as they can take a look at all the available information to understand what they are looking at and innovate on the existing business or products or services to make your company sustainable.
Benefits of using the Salesforce Customer 360 platform
There are some obvious advantages of using the Salesforce CRM for your business –
AI-enabled solution for enhanced customer experience
For any business, addressing the right set of audience is extremely important for increasing sales and deals. Salesforce Customer 360 comes with Einstein Insights which provides the businesses with all the necessary customer data and then the Artificial Intelligence can be used for enhancing the customer interaction, customer engagement, and customer experience.
Boosting productivity
Salesforce Customer 360 is a complete suite of business management tools which help businesses to scale and improve their productivity. You get access to the Salesforce AppExchange Marketplace, from where you can connect other applications with your suite. The CRM system is scalable and adaptable, which means it can be used by all kinds of businesses to improve their performances, with minimal human intervention.
Guarantee of data privacy?
When a business deals with customer data, the responsibility of data privacy lies upon them. They need to be absolutely careful while handling the large sets of customer data and must protect their clients from any incidents of data breach. Salesforce Customer 360 privacy centre makes sure that it is one of the most secure and trusted customer data platforms, and you can use it to manage customer data without worrying about the security risks.
Expand your business
With all said and done since Salesforce Customer 360 improves the performances of organizations in such a seamless manner, it makes it easier for businesses to grow and expand their operations.?
Salesforce Customer 360 pricing
Salesforce has ensured that businesses of all sizes can benefit from their services, and they have created affordable subscription models for small businesses to large corporations. The basic version of Customer 360? costs $25/ month per user, and it is billed annually. The advanced solution is priced at $100/ month per user, and it is billed annually as well.
Businesses can also integrate add-on features and applications from the Salesforce AppExchange Marketplace. These add-ons will cost depending on their charges and will add up to the total cost of the CRM platform.
Conclusion
Salesforce Customer 360 can completely transform your business into a highly efficient and growing organization. If you want to integrate this platform into your business and are looking for Salesforce consultancy , then you can contact Strivemindz. We will help you utilize different Salesforce features such as Salesforce Customer 360 Truth, Salesforce Genie, Salesforce Marketing, Sales, Commerce, and Service Cloud to their full capabilities. For more information, and for getting a quote, contact us now!
Answers to frequently asked questions about Customer 360.
1.?????What is Salesforce Customer 360
Customer 360 is the breadth of Salesforce’s technology portfolio. It is a combination of multiple Salesforce products integrated into one CRM platform which helps businesses accomplish multiple tasks at one go!
2.?????How to integrate other applications in Customer 360?
You can either use Salesforce AppExchange Marketplace to install other programmes into your CRM or use MuleSoft for connecting multiple systems, apps, data, or devices.
3.?????What does a 360-degree view mean?
Salesforce Customer 360 allows you to see all the customer-related data in a single view. The 360-degree view refers to this detailed customer data that can be accessed by all internal departments.
4.?????Is Salesforce Customer 360 suitable for my business?
With multiple customizable features and add-on integrations, Customer 360 can be tailored to suit the unique business requirements of every organization.
5.?????How to integrate Salesforce Customer 360 into my business?
If you want to integrate Salesforce Customer 360 into your company, you can use a?Salesforce consultant like Strivemindz. We will help you at every stage to use this unique CRM platform for unleashing the true potential of your business.