Understanding What is Salesforce Customer360
Salesforce Customer360 is a unified CRM platform designed to address business challenges by seamlessly integrating different departments in the organization and customer data. All the employees can access an overview of the customers. It extends the capabilities of a Customer Data Platform (CDP) beyond what is offered by a customer relationship management (CRM) solution and offers extensive data management and activation capabilities.
With Customer 360 organizations can integrate any application, data feed, or device across one or more clouds services and even with on-premises IT systems. In short, Customer 360 is an integrated CRM system that provides organizations access to all areas of customers’ data and experience.
Primary Products Businesses can Use Under Salesforce Customer360
Salesforce Customer360: The Only Solution B2B Firms Need
Eliminates Data Silos
Disconnected systems with isolated data can prevent teams from fully understanding customer issues, leading to a poor customer experience. Customer 360 addresses this by centralizing data from various sources into a single, unified platform. This provides teams with comprehensive context on every customer interaction or purchase, enabling informed decision-making.
Enhances Team Efficiency
With Customer 360’s cloud-based data, users can access information and serve customers from anywhere, on any device. Having complete customer data readily available means teams don’t spend excess time searching for missing information, allowing them to assist customers without delay. Additionally, the built-in Slack integration facilitates real-time coordination, ensuring teams stay aligned.
Enhances Customer Engagement
Salesforce Customer 360 provides rich, context-aware data that helps teams segment their audiences and deliver hyper-personalized targeting and messaging across sales, marketing, and service channels. This level of personalization enables one-on-one interactions with customers, significantly boosting engagement.
User-Friendly Design
Customer 360 is built with business users in mind. It features interactive dashboards, intelligent analytics, code-free integrations, and AI-powered recommendations, allowing users to perform their tasks more efficiently and effectively.
Ensures Data Security
By consolidating data from various sources into global customer profiles, Customer 360 serves as a single source of truth, maintaining standardized customer data. This centralization simplifies compliance with data regulations such as General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA), and the California Privacy Rights Act (CPRA). The Global Privacy ID (GPID) ensures these policies are automatically enforced across all apps and services holding the same customer data.
SaaS-Based Platform
Hosted on the AWS cloud, Customer 360 guarantees round-the-clock availability and minimal downtime. The cloud service provider manages infrastructure and maintenance, enabling businesses to start using the platform immediately without incurring setup costs.
How Different Departments in a B2B Organization can Benefits from Salesforce Customer360?
Improve Sales Process
Sales representatives can enhance interactions with customers, with access to information on their leads. The Sales Cloud enables organizations to handle the sales cycle from interacting with prospect till deal closure. With this platform, businesses can easily automate manual activities which allows sales reps to do what they do best–: selling.
Customer 360 builds on this efficiency even further by being a truly mobile application. It allows your teams to get all the tools and data they need, regardless of their location anywhere in the world and the devices they use now. This mobility allows them to have complete control of Customer 360.
The use of Customer 360 along with Sales Cloud consolidates all the information about the customer in one place which can be accessed easily. This helps sales personnel to analyze customer preferences better and can work towards planning personalized services that improves customer satisfaction and builds brand loyalty.
Salesforce Customer 360 along with Sales Cloud offer ready-made solutions for sales departments, including leads, tasks, mobile functions, and automation, to make sales processes seamless and efficient.
Salesforce Service Cloud in Customer360: How This Feature Can Help Businesses?
Customer service teams often struggle to understand customer queries or locate customer details within their portals. Significant time is wasted searching for customer data across multiple disparate systems and reviewing previous interactions with service agents. This inefficiency leads to unsatisfactory customer experiences and, ultimately, customer churn.
Salesforce Service Cloud, a component of the Customer 360 platform, eliminates these challenges by providing a unified platform for capturing data across systems. Service teams can quickly access customer details, understand queries, and deliver personalized solutions. Service Cloud equips your service teams to act as trusted advisors with robust tools such as live agent support, in-app support, knowledge centers, social media integration, and self-service communities.
Key features include:
- Lightning Service Console: A unified interface for managing customer interactions.
- Case Management: Efficiently track and resolve customer issues.
- Automated Case Routing: Automatically direct cases to the appropriate agents.
- Phone Integration: Seamlessly integrate phone support with customer data.
- Customer Service in Social Media Platforms: Engage with customers on social media platforms.
- Custom Reports and Dashboards: Generate insights and track performance.
- Service Process Automation: Streamline workflows and improve efficiency.
Cost-Effective Marketing with Salesforce Marketing Cloud
Engage with your customers to leverage live campaign data. This allows you to see which marketing assets resonate with your audience and optimize your campaign budgets in real-time, saving money and enhancing the effectiveness of your marketing efforts.
Behavior-driven campaigns are essential for achieving a positive ROI. However, without comprehensive information about your customer base, user behavior, buying patterns, frequency, and geographical data, creating tailored marketing campaigns becomes challenging.
Salesforce Marketing Cloud offers a complete 360-degree view of your customers, from their initial interaction with your channels to their current stage in the buying funnel. With access to live campaign data, you can identify which marketing assets perform best and optimize your strategies in real-time, boosting the overall ROI of your marketing campaigns.
Key features include:
- Emails and Marketing Automation: Streamline your email campaigns and automate marketing tasks.
- Social Media Engagement: Engage with customers on social media, adhere to their feedback, and run targeted ads.
- Push Notifications: Reach customers directly on their devices with timely notifications.
- Customer Marketing Analytics: Gain insights into customer behavior and campaign performance.
Customer360 is More Than a CRM: Here’s Why
Salesforce Customer 360 extends beyond sales, service, and marketing solutions. It is a tight-knit system of commerce, IT and analytics that provides each employee with holistic customer information.
Here’s what it provides:
- Provides access to leads to make informed and data- driven decisions,
- Facilitates sales reps to provide quick response to customer needs and predict any sales opportunity.
Enhance Your Capabilities with Additional Apps:
The Customer 360 can be modified with separate additional applications as per business needs. When there are more apps implemented, the potential to bring more benefits will also multiply the effectiveness and productivity in the organization.
Empowers Businesses to Create Smarter Business Strategies
Customer360 revolutionizes organizational strategy by harnessing deep data insights. Through sophisticated analysis of customer information, businesses can identify emerging trends and patterns, allowing them to anticipate market shifts and evolving customer preferences with accuracy. This proactive approach not only keeps businesses ahead of the competition but also ensures swift adaptation to changing market conditions.
Integrating Customer360 into operations enables businesses to develop flexible, insight-driven strategies. This integration enhances strategic decision-making and drives growth by aligning business plans with current market trends and individual customer needs, ultimately fostering long-term success.
Implement Salesforce Customer 360 platform with Kasmo
Salesforce Customer 360 is an integrated CRM platform that connects customer data across departments, providing a unified view accessible to everyone within the company. This shared view enables teams to make faster, smarter decisions, improving collaboration and efficiency.
Implementing the Salesforce Customer 360 platform with Kasmo can significantly enhance your customer experience strategy. Kasmo’s expertise in Salesforce helps businesses fully leverage the platform’s capabilities, enriching customer interactions through detailed journey mapping and advanced automation. Kasmo’s industry knowledge and commitment to innovation ensure that your implementation of Customer360 will drive significant outcomes and foster business growth.
