Understand Your Customer

Learning Objectives

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

  • Describe when Service Cloud is right for a business.
  • Identify service leaders.
  • List some top priorities of service leaders.

The Art of Finding the Right Fit

As a Salesforce partner, it’s important to listen to your customer. What product or service best fits their needs? How can you make sure they’re happy and satisfied? Let’s take a look at some business types and their typical needs to help you uncover your next Service Cloud customer.

Business Type
Business Gap
Benefit to Businesses
Existing business-to-business (B2B) Sales Cloud customers
Sales Cloud customers often do not have Service Cloud (up to 80 percent).
Businesses using Sales Cloud retain more customers by investing in Service Cloud, a single, unified platform that increases efficiency.
Large business-to-consumer (B2C) contact centers with outdated computer systems, also known as legacy systems
Agents frequently have to toggle between different apps to view customer information, resulting in long handle times.
Service Cloud has the proven ability to handle the call volume of B2C call centers.
Businesses that have self-service websites
Customers expect businesses to have user-friendly and mobile-ready websites and self-service portals.
Self-Service delivers customer service on any device or channel a customer chooses.
Businesses with mobile workers, such as home health nurses or technicians
Businesses struggle with reducing the amount of time mobile workers spend driving to their next destination.
Field Service Management uses intelligent scheduling to route customers to agents with the skills that match their specific needs.
Businesses looking to provide agents with 360° customer views
Businesses want a platform that connects all of a customer's information in a single place for easy access.
Service Cloud lets agents access integrated, real-time information.
Businesses looking to expand their support channels
Customers contact companies on a number of different channels, and companies need to support their customers where they are.
Service Cloud closes cases 50 percent faster by responding to customers in the way they prefer.

Follow the Leader

Now that you have an overview of the types of businesses that can benefit most from Service Cloud, let’s look at the decision-makers of these companies—the service leaders. Here are some common leaders who appear in the service world.

  • Head of customer service
  • Head of support operations
  • Head of IT
  • Customer experience/CXO
  • Chief customer officer
  • Contact center manager
  • Technical support
  • Customer engagement

It’s important to identify these leaders, but it’s more valuable to understand their priorities. We know that service leaders have five key responsibilities: 

  • Create a customer service strategy.
  • Manage existing and future employees and processes.
  • Manage relationships among service teams, sales teams, and stakeholders.
  • Monitor customer satisfaction.
  • Track and analyze metrics to improve efficiency.

Disappointed customer versus a happy customer

Priorities change based on who you talk to, but everyone cares about metrics. Service leaders need to measure their company’s success and overall health. Now that you've met the service leaders and have a basic understanding of what they care about, let's dig into the true value Service Cloud brings to them.

Resources

Some of the resources suggested in this unit are accessible to Salesforce Partner Community members only.