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Get a 360-Degree View of the Customer Across CRM Apps

Learning Objectives

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

  • Describe what Customer 360 is and why it’s important for delivering consistent customer experience.
  • Summarize how CRM apps improve productivity for every department.

What’s Customer 360?

Nearly 80% of customers want smooth, consistent interactions across all departments, but more than half feel like they're talking to separate entities, not one cohesive company. Even if you have solutions for each team, those apps often don’t talk to each other, which creates data silos and disjointed customer experiences.

That's where Salesforce comes in. It helps you create a 360-degree view of your customers in every app, so your employees can meet your customers exactly where they are in their journey.

Imagine having a crystal-clear, single view of your customer data that brings together information from sales, service, marketing, commerce—you name it! That's what a Customer 360 is all about. It lets your agents and employees work together seamlessly, passing the baton smoothly in every workflow, and always staying in sync with each customer's journey.

Any company can create a Customer 360 with our industry-leading CRM apps. Unlike disconnected point solutions for every separate team, Salesforce apps work on one unified and holistic platform—making all your data, AI, and customizations actionable across every one of our apps.

Customer surrounded by department personas working together on the same platform.

How Do Customer 360 Apps Improve Every Team?

You may be wondering what Customer 360 apps do? And more importantly, how will they help you grow customer relationships? Here are ways each department benefits from shared customer insights and the right CRM tools.

  • Sales: Arm your sales organization with the tools and data they need to close deals faster. With Agentforce, scale your sales team with autonomous agents that nurture inbound leads to build pipeline. Give every rep a dedicated coach to practice their pitches, handle objections, and negotiate before customer meetings.
  • Service: Deliver consistent, personalized support experiences across your customers’ preferred channels. Whether it’s in the contact center or out in the field, Agentforce serves customers 24/7 and can escalate to human employees when needed.
  • Marketing: Improve lead generation, customer acquisition, and upselling opportunities with agents that dynamically generate personalized journeys and audience-specific content across email, mobile, web, and advertising.
  • Commerce: Build seamless digital commerce experiences that natively connect B2C, B2B, order management, and payments. With Agentforce, give every shopper a dedicated agent that acts as a personal shopper that delivers personalized recommendations and streamlines purchases.
  • IT: Empower IT teams, admins, and developers with an integrated, secure, comprehensive, and open platform that unifies your CRM, AI, data, development, and security to boost development of agents, apps, and automation.
  • All Teams: Unlock productivity by bringing conversations, collaboration, and automation together with trusted AI in Slack to help every team speed up processes and deliver big results.

Resources

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