Discover Salesforce Customer 360

Learning Objectives 

After completing this unit, you’ll be able to:

  • Explain what Salesforce does.
  • Describe what Salesforce Customer 360 is.
  • Explain why Customer 360 is Salesforce's greatest differentiator.

What Is Salesforce Customer 360?

Before we can answer that question, let’s start with the basics: What does Salesforce do?

You may be familiar with Salesforce and at least some of what we do, but you may not understand the full breadth of Salesforce capabilities and its benefits to our customers.

In a nutshell, Salesforce brings companies and customers together.

So how do we do that?

Salesforce empowers your departments and teams with a single, shared view of your customers, so that you can create the experiences your customers expect—from anywhere.

We power this single customer view with Salesforce Customer 360.

Salesforce Customer 360 is an integrated customer relationship management (CRM) platform that helps companies transform their businesses by uniting their marketing, sales, commerce, service, and IT teams with a single, shared customer view.

It encompasses the full breadth of the Salesforce portfolio—including our core applications, platform, services, and connected ecosystem.

Salesforce Customer 360

So when someone asks you, “Hey, do you know what Salesforce does?” you will be prepared to say, (or maybe even sing): Salesforce brings companies and customers together by uniting teams on one integrated CRM platform.

Why Is Salesforce Customer 360 Important?

It’s not easy for companies to deliver on changing customer expectations. It’s especially hard when companies have disparate systems where customer data is siloed. Without access to trusted, shared data, your teams can’t work together in real time to provide a top-notch, connected customer experience. That means companies are disconnected from their customers and unable to provide seamless experiences across every touchpoint. 

Companies are disconnected with disparate systems and siloed data

In a commissioned study conducted by Forrester Consulting, 57% of business leaders agreed that CRM is fragmented across their organization.

This fragmentation often happens when department heads purchase CRM to solve a single business problem. And when departmental leaders buy, implement, and manage CRM in silos, it makes it that much harder to become customer-centric and deliver seamless customer experiences.  

When your customers engage with your brand, they expect the same quality experience across every touchpoint and every team they engage with. Customers are more likely to show greater loyalty to companies that understand and can predict their needs. That’s why Salesforce Customer 360 is so powerful: It helps businesses meet, and even exceed, the needs of today’s modern, connected customers.

Offer a 360-Degree Customer Experience 

Salesforce Customer 360 can help you better engage your customers across your departments by connecting and centralizing customer data from marketing to sales to service, and everything in between, and then enabling employees to use this data to meaningfully engage with customers. 

Here are ways each department benefits from shared customer insight and the right tools.

  • Improve lead generation, customer acquisition, and upselling opportunities by tailoring your marketing messages to the right person at the right time on the right channel.
  • Arm your sales organization with the tools and data it needs to develop and implement a precise, repeatable sales process, so sales reps spend less time doing data entry and more time thoughtfully connecting with customers.
  • Build simple, seamless digital commerce experiences that help grow revenue, exceed customers’ expectations, and connect commerce to the rest of your business.
  • Deliver consistent, personalized support experiences across every interaction—from the contact center to the field, and from service automation to chatbots.
  • Build modern apps to meet every employee, partner, and customer need. Increase productivity by automating key business processes.

With Salesforce Customer 360, you can easily tailor all the capabilities of this trusted platform—from artificial intelligence (AI) and analytics to integration and training your workforce—to meet your specific company and industry needs. 

Check out the next unit to see Salesforce Customer 360 in action with a fully connected customer experience!

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