Unifying the continuous experience with Salesforce Customer 360

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What does a great customer experience look like?

Is it when a company knows your name when you phone into the call center solely based off the number from which you are contacting them? Is it receiving a signed birthday card from your financial advisor and everyone in his or her office every year? Maybe it’s receiving a no-questions-asked, full refund when a product isn’t the right size or different than what you had anticipated?

Customer experience can be defined as every interaction a customer has with your business – from engaging with a member of your customer support team to reading a transactional email or browsing your corporate website and eCommerce store. Good companies deliver a top-notch product or service. Great companies not only provide value, but they also provide a customer experience that’s both memorable and tailored to each specific person.

Research from Salesforce’s third edition of the “State of the Connected Customer” report [1] found that 84% of customers say the experiences provided by a company are just as important to them as its products and services. The same report found that a whopping 66% of customers are willing to pay more for a great experience. Brands are no longer able to deliver one-size-fits-all messaging across all channels. Today’s customer demands a more personalized experience. Delivering a one-to-one engagement with customers at scale is a daunting task without the proper tools and complete access to your data.

Salesforce Customer 360 Platform

Recognizing this heightened shift in customer expectations, Salesforce recently unveiled Customer 360, a way for companies to connect all their Salesforce apps to create a unified customer profile and unite every touchpoint across service, sales, marketing and commerce. Customer 360 allows users to leverage their customer profiles to deliver a hyper-personalized customer experience by tracking each engagement and interaction on demand within one singular hub.

With a properly configured Customer 360 instance, your support team can access purchase history and online reviews while speaking with someone who calls in, and marketing emails can contain dynamic content that’s tailored to a customer’s preference and purchase history. These are just two examples of what’s possible. With the help of Salesforce Customer 360 platform, brands can create a truly memorable customer experience and bolster your sales, marketing, and service initiatives with this latest innovation from the world’s leading CRM platform.

Customer 360 enables you to create a unique ID that’s assigned to each contact within your Salesforce ecosystem to allow for the CRM to connect multiple data records of that person across Sales, Commerce, Service, and Marketing Cloud together. The ID points to a single customer and links all their actions across all platforms into one singular location that’s easily accessible on-demand. In a June 2019 press release [2), Salesforce touted that Customer 360’s new platform services “enable companies to unify customer data, manage identity and consent, segment and activate audiences, and optimize engagement with AI-powered insights.”

Join us at Dreamforce 2019

Want to learn more about Salesforce Customer 360 with one of our Salesforce experts?

We invite you to join us at this year’s annual Dreamforce event which takes place from November 19 through 22, 2019.

Stop by our Innovator Sponsor booth #1718 or visit us at the Retail showcase lounge #1724. Additional details regarding the event can be found here: https://www.capgemini.com/events/dreamforce-2019/

At Dreamforce 2019, we’re excited to be hosting a session based solely on the Customer 360 platform. Session details are listed below.

Dreamforce Session Details:

Speaker: Matt Francis, Vice President, Financial Services Salesforce Practice, Capgemini

Date/Time: Thursday, November 21 | 3:30PM

[1] State of the Connected Customer Report, 3rd Edition
https://www.salesforce.com/form/conf/state-of-the-connected-customer-3rd-edition/

[2] Salesforce Brings the Customer Data Platform to the World’s #1 CRM
https://www.salesforce.com/company/news-press/press-releases/2019/06/191806-zz/

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