What is Salesforce Customer 360? Features & Benefits for Businesses

In this competitive era, one of the most important keys to getting success is to deliver the best customer experience. Be it a small level business or a large-scale enterprise if they want to survive, they have to be customer-centric.

To cater to this global need of businesses, Salesforce has come up with a unique and smart solution, and it is called Salesforce Customer 360.

It is a solution that aims to help companies to enhance their customers’ experience by leveraging the full view of each customer.

According to the report, State of the Connected Customer by Salesforce, 84% of customers say the experience a company offer is as important as the products/services it offers.

Why Salesforce Customer 360 is Imperative for Customers

Customers and their needs have evolved a lot in the past few years. They expect to be treated as a person rather than just a token number. Today’s customers want to be understood, and if they feel their needs are not taken seriously even after multiple interactions, the customer relationships and interaction rate can weaken.

The following data will tell you the importance of Salesforce Customer 360:

• 66% of the customers are willing to pay more for a great experience.
• 54% of consumers believe that companies need to transform their way of engagement.
• 73% of customers expect businesses to understand their requirements  & expectations.
• 62% of customers expect companies to adapt on the basis of their actions and behavior.
• 71% of customers want companies to talk to them in real-time with a real person, rather than bots.

Salesforce Customer 360 – Perfect Unified Solution for Business

Salesforce customer 360 is an integrated CRM tool that gets businesses a complete view of their customers with no blind spots. This Customer Relationship Management (CRM) system unifies customers’ data across marketing, customer service, sales, and other processes. It will tell businesses everything about their customers like who they are, history of interaction, what their buying behavior is, their preferences, etc., and predict data in real-time.

Salesforce Customer 360 empowers businesses to deliver an intelligent, personalized experience to their customers that will garner them a trusted relationship, which would be a single source of truth.

The Challenges That Businesses Can Deal With Salesforce Customer 360 

In the present time, customers have lots of options to communicate with businesses like email, phone, in-person to mobile apps, online portal, messenger apps, and many more.

Having an integrated view of such widely scattered data and looking for a single source of truth for every client is indeed a daunting task for businesses.

The buying of any product or service includes multiple touch-points with different systems. There is a need for a solution to manage and track these touch points and systems that gives a business a holistic graph of the previous and existing customers. In this way, businesses can serve better customers and precisely predict their future needs.

Apart from multiple touchpoints and a variety of systems, siloed data, disconnected applications, incompatible services, multiple usernames, email addresses, and unmanaged purchase history also block the way of businesses to build a 360-degree view of customers.

With Salesforce Customer 360, you can effectively overcome these challenges and incline towards building a more customer-centric culture.

Features of Customer 360

Unified Data – Companies with the help of this CRM tool can effortlessly gain customers’ data from different channels in a consolidated manner. It has the power to access, connect, and resolve every customer data, creating a Salesforce ID that signifies each customer.

Audience Segmentation – Customer 360 enables companies to identify and segment their customers on the basis of demographics, engagement history, and other necessary information. It will help companies to build and execute personalized marketing strategies.

Personalized Engagement – Once the businesses identify their customers, it becomes easy for them to bring the data in use across marketing, commerce, and service with the help of Customer 360. 

Easy Optimization – The smart Einstein Analytics helps companies analyze and understand how and when to engage with customers so that they can improve the ultimate customer experience. AI integrated Customer 360 tool, updates customers’ data based on their behavior, after which companies can optimize their customer engagement and improve customer satisfaction.

Advanced Technology – The customer 360 platform is compact with powerful capabilities such as security, voice, Blockchain, AI, mobility, and data integration service, to name a few. It will save developers’ time as they do not require to write special code to enable these functionalities.

Utmost Privacy – Companies can completely respect and secure the customers’ data with Salesforce Privacy and Data Governance. They can also apply data classification labels to all data.

Customer 360 – A Powerful Tool to Enhance Customer Experience

The customers of the present time always want companies to deliver connected experiences across channels and departments. And companies are obliged to meet their customers’ expectations.

As per a report by Salesforce, 54% of customers think companies need to transform the way they engage with them. It means customers want companies to understand what they want before they ask. Customers also expect to connect with businesses as per their suitable time and place and at last, customers do not care about a company’s organizational model, and they expect everyone in a company to know about their issues.

To deal with all such problems, comes Customer 360 that enables companies to build a single and comprehensive view of their customers, shared across all departments.

Below are mentioned some prominent advantages of Customer 360:

Data Management – The foremost benefit of having Salesforce 360 is that businesses can access data across Salesforce & different platforms without any duplication.

The solution enables businesses to create, match, update and connect customers’ information with relevant data.

Customers’ Identity – With this tool, it becomes easy for your workforce to access and manage their third part as well as their Salesforce platforms with a single login, with the help of Salesforce Identity for Customers.

360 Audience – Businesses can create a unified customer profile between Salesforce and external sources so that companies can improve their real-time customer engagement. It will also enable businesses to deliver trusted & personalized experiences across all customer touchpoints.

Customer Insights – The tool will help businesses in building data-driven marketing strategies based on meaningful customer journeys. These marketing strategies will lead to better customer engagement and improved interaction rates.

Final Take

There is no second thought that Salesforce Customer 360 is a big step toward revolutionizing customer experiences. The incredible features and benefits will surely scale up your business growth and customer interactions. It will also level up the efficiency across all your departments.

There are numerous Salesforce consulting companies that are ready to help businesses to integrate Customer 360 solutions. Fexle Services, a Salesforce Silver Consulting Partner, is one of them. 

The Salesforce consultants and professionals will help you anytime and let you leverage increased customer interaction, improved customer retention rates, and greater customer loyalty.