The rise of the customer 360 view in Salesforce

The rise of the customer 360 view in Salesforce

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customer 360

The rise of the customer 360 view in Salesforce is a term used to describe a comprehensive, holistic view of a customer, including their interactions, preferences, and feedback. In the context of Salesforce, the customer 360 view refers to the ability of busineses to use Salesforce to gain this comprehensive view of their customers, in order to better understand and serve their needs.

The rise of the customer 360 view has been driven by a number of factors, including the increasing importance of customer experience and the growing volume and variety of customer data available to businesses. With the customer 360 view, businesses can use Salesforce to gain a deeper understanding of their customers, including their preferences, behavior, and feedback, and use this information to improve their customer relationships and drive busines growth.

Benefits to using Salesforce to achieve the customer 360 view:

1. It allows businesses to gain a more comprehensive understanding of their customers, which can help to improve the customer experience and build stronger relationships. By having a more complete picture of their customers, busineses can more effectively meet their needs and provide more personalized and relevant interactions.

2. The customer 360 view can help businesses to better segment and target their customers, allowing them to tailor their marketing and sales efforts more effectively. By having a more detailed understanding of their customers preferences and behavior, businesses can more efectively target their marketing and sales efforts and improve their overall conversion rates.

 

3. The customer 360 view can help businesses to identify and address potential issues or concerns more quickly, improving the overall customer experience. By having a more complete view of their customer interactions and feedback, busineses can more effectively identify and resolve any issues or concerns that may arise, leading to a more positive overall customer experience.

 Steps to achieve  customer 360 view in Salesforce
  1. Identify relevant data sources: The first step in achieving the customer 360 view is to identify all of the relevant data sources that will be needed to create a comprehensive view of the customer. This could include data from Salesforce itself, as well as data from other systems and tools, such as marketing automation platforms, customar service systems, and social media.
  2. Integrate data sources: Once you have identified all of the relevant data sources, you will need to integrate them with Salesforce. This will typically involve using data import tools or APIs to bring the data into Salesforce and creating custom fields and configurations as needed to store and manege the data.
  3. Establish processes and protocols: To effectively manage and analyze customer data in Salesforce, you will need to establish clear processes and protocols for how the data will be collected, stored, and used. This may include creating custom reports and dashboards, establishing data governance policies, and developing proceses for analyzing and using the data to improve customer relationships.
  4. Integrate the customer 360 view into business processes: Once you have established processes and protocols for managing customer data in Salesforce, you should integrate the customer 360 view into your business proceses. This may include using the data to inform marketing and sales efforts, providing more personalized and relevant customer interactions, and using the data to identify and resolve customer issues or concerns more quickly.

By following these steps, busineses can effectively achieve the customer 360 view in Salesforce and use the data to improve their customer relationships and drive business growth.

Reference: Salesforce.com

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