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      4 Ways How Salesforce Customer 360 Revolutionizes Digital Customer Journey

      Feb 11, 2020

      3 minute read

      According to Bluewolf, 9 out of 10 Salesforce customers rank integrating additional data sources as their top priority.

      The exponential growth of customer-facing channels has paved the way for the next era of support, focusing on the organizational transformation from the inside-out.

      Unlocking the right data is foremost to unlocking more data. Every organization desires to have the data visibility and path they need to comprehend customers, collaborate across teams, and refine specific workflows that impact experiences.

      Salesforce’s Customer 360 does exactly that.

      What is Customer 360?

      Customer 360 is a tool that allows companies to connect various Salesforce apps to enable a complete view of a customer’s journey.

      Customer 360 displays customers’ data in a dynamic view, providing every crucial detail together from various domains like service, commerce, marketing, sales, and more.

      How Customer 360 Can Revolutionize the Digital Customer Experience

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      1. Augmented Customer Intelligence

      “Every contact we have with a customer influences whether or not they will come back. We have to be great every time or we’ll lose them.” – Kevin Stirtz

      Salesforce Customer 360 offers a unique solution for tracking all the touchpoints throughout the customer’s journey. In a nutshell, business analysts can focus on the bigger picture, i.e.

      • Chronology of the purchase history of a customer
      • Means of communication used by a customer to connect with the business

      Understanding the digital footprint of the customer’s journey is very important. Enhanced customer intelligence empowers predictive analytics, which helps in predicting a customer’s behavior and their need in the near future.

      Sales reps can use Customer 360 to easily anticipate and leverage opportunities for reordering, upselling, and cross-selling.

      Customer 360 also helps marketers to create state-of-the-art strategies. It helps them in forecasting the customers’ response to the dynamic nature of products, marketing campaigns.

      2. Personalized Shopping Experiences

      An all-encompassing view of the customer gives a business the ability to furnish a personalized shopping experience.

      Factual data from a customer’s journey gives critical information that can be used to cultivate a personalized shopping experience for them.

      3. Flawless Customer Service

      “Providing great customer service is the most natural activity in the world. It’s fun to help others because it feels good.” – Kevin Stirtz

      Service is an integral part of a customer’s journey and each customer’s happiness.

      A proactive business can foresee situations when a customer might need assistance. There are situations when a customer requires help and these crucial moments can define the customer’s experience.

      Customer 360 provides the service team factual information about a customer’s product purchases. This eliminates the need for a customer to explain and furnish details again. Customer 360 empowers your support reps to evaluate the situation efficiently and then provide them with a resolution.

      4. Greater Customer Loyalty

      The science behind creating loyal customers is simple—keep them coming back. Customer loyalty creates a roadmap for long-term success.

      Customer 360 helps you discover distinct and common customer needs. Thereby, allowing you to establish a strategic communication action plan. Well-timed and informative communication is the bedrock of effective customer relationships.

      Bottom Line

      Irrespective of the nature of your business, it is essential to know your customers. Envision and engineer the strategies that entail more than just day-to-day engagements. This is what exactly Customer 360 does for you, i.e enables you to deliver amazing customer experiences.

      Do you want to elevate your business with Customer 360?

      Harness the power of Customer 360 and foster exceptional customer loyalty. Get in touch with us to know how. Reach out at info@grazitti.com.

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