Customer 360 Salesforce | Integrated CRM Platform

In this digital-first era, people engage with each other on various online platforms and communities. To reach a specific target audience and collect their data from the channels they prefer can become difficult to manage.

For this reason, we want to explore Salesforce’s Customer 360 software solutions. They help businesses by collecting customer data from Salesforce apps and other external systems. Then, teams can access a single comprehensive view of data, study it, and create the most personalized content for customers at every stage of engagement.

So, let’s get started and learn more about Customer 360 solutions and how they can be used to improve connections with customers at every touchpoint. 

What is Customer 360 in Salesforce? 

The Customer 360 platform is a software solution that empowers businesses to collect all customer data and interactions in a single location. When all customer information can be accessed from a single platform, business units get to build strategies to:

Customer 360 Solutions

Now that we have briefly covered what is Salesforce Customer 360, let’s dive into the solutions this platform can provide an organization that has many business units. We cover three of the most popular teams that use Customer 360 software solutions to streamline operations.

Efficiency for Sales Teams

Let’s start with the sales team, which is responsible for driving business growth. The professionals in this business unit could greatly benefit from Salesforce’s Customer 360 tools and features. For example, with artificial intelligence (AI) technology, sales professionals are given “close plans” to seal deals faster. 

These “close plans” are designed to include customer and lead data, so that sales teams understand their prospects better when it comes to engaging with them. 

Affordability for Marketing Teams

As Salesforce Customer 360 has AI-powered technology, marketing teams can now automate the tasks for:

Marketing teams can also use Salesforce Customer 360 solutions to dynamically generate content relevant to customers for email and advertising campaigns, which can be sent to a range of devices, like tablets or mobile phones.

Essentially, Customer 360 replaces a ton of manual work for marketing teams, allowing businesses to affordably support smaller marketing teams that focus on high-level creative strategies.

Personalized Services for Support Teams

From contact center agents to those working on the field, all support teams benefit from Customer 360 software. Salesforce’s AI-powered technology assists teams when giving customers personalized support experiences. These personalization features are designed to work with multiple communication channels so that customers receive services on platforms they prefer engaging on.

Think of how you can streamline personalized support services with:

The Salesforce Customer 360 platform can help customer service agents do more with their time by taking care of the repetitive manual processes!

Top Features of Customer 360 in Salesforce

Salesforce is an extremely well-known customer relationship management (CRM) software solution. However, its product offerings are so vast that it takes a while to find and understand all the features that could benefit your specific business objectives. So, let’s start learning more about Salesforce Customer 360 by taking a look at the platform’s most used features for helping businesses nurture customer relationships. 

Customer 360 Truth

The first feature we need to discuss is Salesforce Customer 360 Truth. With it, businesses get a range of tools to unify customer data and manage it well across their CRM platform. This capability allows businesses to view all their customer data, including behaviors and purchase histories, in a single location.

Therefore, Salesforce becomes the single source of truth for customer data. The benefits of Customer 360 Truth are the following:

Personalization

All Customers have different communication channels they prefer to use. For this reason, Customer 360 has a range of tools to help teams personalize experiences across communication channels. Marketing teams often use Customer 360 tools to analyze customer behavior so they can create and deliver personalized content, such as:

However, these solutions are also beneficial for sales and customer service teams. All that is needed from these teams is to find out who their customers are. Then, they can use Customer 360 tools to personalize campaigns and customer interactions. 

Customer 360 Identity

The next feature from Customer 360 that boosts engagement with customers and partners is Salesforce Identity. It’s an Identity and Access Management (IAM) service used to build universal and reliable customer profiles. How it works is by giving each customer a unique ID which is then associated with many Salesforce records. 

One way in which Salesforce Identity makes processes easier is with Single Sign-On capabilities. For example, if you have multiple web projects for your brand, your admin can work with Salesforce Identity to allow customers and partners to log into multiple systems with one set of credentials.

This solution gives customers a faster and more seamless experience with your brand as it reduces the amount of time it takes a user to log in to your systems and access information, products, and services.

Customer 360 Data Analytics

Since Customer 360 collects and merges customer data from various locations, it makes sense to continue working here. With the Data Analytics feature, teams analyze customer data and create reports that help colleagues understand market trends.

With this valuable information, a business can make data-informed decisions and build products that customers need and prefer. 

Customer Journey Mapping

The next top feature of Customer 360 is its ability to map a customer journey. Customer 360 tools are powerful enough to support different communication channels and engagement touchpoints. Therefore, with these mapping tools, teams can easily see the entire customer experience. Then, they can clearly identify problems the business might be creating and rectify them to elevate customer experiences.

However, a balanced approach would also be to identify the opportunities in your customer journey and build strategies to bring them to life. 

Additionally, Customer 360 provides tools that support other tasks important in the customer journey, such as categorizing:

Customer 360 Data Manager

As the name suggests, the Data Manager feature manages customer data. For example, the Data Manager can collect customer data from multiple sources and integrate it into your CRM platform. Some of the sources for collecting data for analysis include:

Salesforce Platform

With Customer 360 solutions, you also get access to the Salesforce platform, which has a range of AI-powered tools that make managing and analyzing customer data in a single location possible. This feature allows sales, customer service, or marketing teams to come together and simultaneously work on the same reliable customer data.

Additionally, the Salesforce platform has many modules designed to support tasks across an entire organization, making it an ideal software solution for optimizing processes.

Customer 360 Audiences

The Customer 360 Audiences tool is used for:

Therefore, by using Customer 360 Audiences, teams can easily build a single view of their customer data on Salesforce. 

Customer Insights

So, what can we gain from studying customer data in Salesforce? If we use Customer 360 tools, we gain insights into how customers behave and what they prefer to purchase.

Therefore, it’s wise to use Customer 360 tools to segment customers based on their online behaviors and demographics. These customer segments help teams understand their target audiences better so they can build better marketing campaigns that stick. 

Einstein AI

Salesforce’s Einstein AI solutions integrate across the Customer 360 platform to boost productivity within an organization. Thanks to Salesforce Einstein, teams get predictive and generative AI technology to support their personalization projects.  

Salesforce AI is part of the Einstein 1 Platform, and with it in your system, teams can safely build custom processes for your business goals, such as adding conversational AI technology to:

Customer 360 Privacy Center

As we learned, the Salesforce platform enhances Customer 360 solutions, but it also streamlines data management with a Privacy Center.

The Privacy Center offers a suite of Salesforce tools, making data compliance simple for employees while building trust with customers. By using the Privacy Center feature from Salesforce, employees can manage the different parts of data privacy laws, such as the General Data Protection Regulation (GDPR), much more easily than before. 

Additionally, the Privacy Center can be used to manage Personal Identifiable Information (PII) when dealing with customer data, as there are regulations on how this type of information is:

Salesforce Customer 360 Pricing

Whether you want to boost sales, automate manual processes, or give customers the experiences they crave in this digital-first environment, Salesforce Customer 360 platform can give businesses an all-in-one solution. 

However, not all businesses want every single solution. There are custom business requirements an owner needs to consider such as, an organization’s size, the industry it operates in, and the goals it wants to achieve. Therefore, it’s best to find a Salesforce solution that is tailored to your business requirements.

Here are the prices for Salesforce’s platform solutions. Choose the one that suits your needs:

Platform Starter

This Salesforce platform is ideal for sales, customer service, and marketing teams that want to build applications that boost work productivity. The Platform Starter edition will cost a business € 25 per user per month, with the amount billed annually. However, you can try this Salesforce platform for FREE to see if it enhances team productivity and elevates customer experiences. 

Platform Plus

The other Salesforce platform available for organizations is called Platform Plus. It’s more expensive than the Platform Starter, but it shines by empowering all users in an organization to create and work with applications, not just the sales, marketing, and support teams. The Platform Plus edition costs € 100 per user per month, and like the Platform Starter edition, businesses can try it for FREE before committing to the premium CRM software. 

Add Salesforce Customer 360 to Your Technology Stack

That’s a wrap on our article on Customer 360 solutions from Salesforce. Essentially, this technology leverages advanced AI tools and features to elevate customer experiences by giving businesses the chance to access and study their customer data in a single location.

This central location capability, where employees can access a complete 360-degree view of every customer, gives businesses the power to understand audiences and deliver outstanding services and products the market wants to buy. 

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us