Growing customer relationships and helping employees be more productive in the digital-first world
At DAEU Nextier GDC Vietnam, we’ve seen a dramatic shift in customer expectations during the pandemic. Even in a post-COVID/COVID safe world, people will still want to continue the digital conveniences that helped us find opportunities in an otherwise challenging time. On top of that, the end of cookies and increased privacy concerns have made first-party data critical for marketing efforts. All of which has forced many companies to rethink their Customer Relationship Management (CRM) strategy.
For example, a number of retailers are currently struggling to balance reduced staffing and the need for many more employees to work remotely with increased requests from customers to get instant resolutions for issues like returns, exchanges, and refunds.
The solution in this case – and many others – is a Customer 360 approach.
Salesforce Customer 360 is a way to unite all your teams—marketing, sales, commerce, service, and IT – on one integrated platform with a single view of your customer, helping you grow relationships with your customers and your employees.
Your teams can access the information they need to do their best work. This increases collaboration and alignment among everyone, which leads to more connected, personalized experiences for your customers and helps you build stronger relationships with them. It also results in more satisfied employees, who are freed up from repetitive tasks so they can focus on doing their best, and most rewarding, work.
By keeping your team connected on a single, scalable platform, you’ll be able to make real improvements in every phase of your customer’s journey. Marketing becomes more personal with the ability to listen to customers and engage with them across multiple channels with customized messages. Following up on sales leads becomes faster and easier with tools that help you manage information, automate processes, and gain insights from real-time analytics. Ecommerce becomes more effective as you unify data, personalize interactions, and grow revenue across every channel. Customer service becomes more rewarding as agents gain the ability to know each customer and resolve issues faster.
Few would argue about the importance of effective CRM in today’s marketplace. Some companies see it as a challenge, as they struggle to keep up with customer expectations. But those companies using Customer 360 are discovering new opportunities in CRM, forming stronger relationships with their customers than ever before and fostering enduring loyalty.
To see how Salesforce Customer 360 helps unite every team around your customer, contact us today.