Salesforce Customer 360 Explained
What is Salesforce Experience Cloud?
When you want to manage or grow customer relationships with software, everyone knows you need Salesforce. It’s the world’s leading CRM solution powered by the Einstein 1 Platform, which includes an impressive suite of AI (artificial intelligence) tools.
In this fourth industrial revolution, customer expectations are extremely high. Browsing for products or services online with access to purchasing them is super convenient. So, how do you keep your customers happy and loyal to your offerings?
With Salesforce and their Customer 360 approach, businesses get to create applications using trusted AI tools and features. And with this amount of power, businesses get to build experiences based on accurate data to meet and even exceed customer expectations.
So, join us in the article below. We want to explore Salesforce’s Customer 360 features to see how they create a complete view of customer data that supports multiple business units in an organization.
Let’s get started!
What is Salesforce Customer 360?
It’s Salesforce’s vision to give organizations a way to collect customer data from various applications. With this type of approach, teams across an organization will get access to a complete “360” view of customer data. Here are some of the different applications that Salesforce integrates well with to gather and unify customer data:
- Sales Cloud
- Service Cloud
- Marketing Cloud
- Third-Party Systems
The purpose of this Salesforce experience is to create detailed profiles in your platform for each customer who interacts with your business, whether via the sales, marketing, or customer service teams. Since all these business units can work with the same data, they would be able to create the best customer experiences with the latest information on hand.
Benefits of Adopting the Salesforce Customer 360 View
After getting to this point in the article, it’s no surprise that Salesforce adds value to an organization by collecting and unifying its customer data. But what are some of the other benefits an organization can gain from signing up for this premium piece of software?
- The Customer 360 experience means that Salesforce can integrate data not just from its own applications but also from various other touchpoints, like emails or social media channels.
- It ensures that Salesforce empowers marketing, sales, and service teams to plan for future personalized customer interactions thanks to its ability to store a customer’s full history and journey with a company.
- With Salesforce’s analytics tools, researchers have advanced resources to examine their customers’ preferences and behaviors even better. Reporting on these findings helps a business predict what their customers might need.
- You get to use the world’s #1 customer relationship platform to connect you to customers in smarter ways thanks to the combination of AI tools, data integration, and trust.
Top Features from Salesforce to Support a Customer 360 View
Managing customer data is so much easier with Salesforce. Let’s dive into 11 top features from Salesforce with the simple table below. It helps explain how the Salesforce platform integrates data seamlessly for complete customer profiles.
| Salesforce Feature | Description |
|---|---|
| Customer 360 Identity | This feature builds an identity for each customer in your database. It does this by collecting and linking data from different channels, like websites and mobile apps. |
| Customer 360 Truth | This service offers various features that allow a business to view its customer data and all the sources it is collected from. |
| Customer 360 Data Manager | This tool combines customer data pulled into Customer 360 from various touchpoints. It lets many business units view customer details to assist the eradication of data silos. What’s great about this tool is that it uses advanced matching algorithms. This means it can resolve multiple records into one. It’s a super useful tool to have when you need to sort through duplicated customer profiles, as it can identify and merge data accurately. |
| Customer 360 Privacy Center | This Salesforce tool manages data privacy and compliance. With it, a business follows data protection regulations from GDPR and CCPA while its customers have more control of personal data. It shines by speeding up processes related to managing customer data rights requests. For example, Salesforce admins can assign who has access to data, delete it, or work on requests. |
| Customer 360 Data Analytics | This CRM analytics solution from Salesforce gives teams the power to study their customer data from various channels in a single location. Salesforce admins can also take advantage of the pre-built dashboards and reports. These data analysis tools give teams valuable insights from studying key metrics. Popular metrics to measure are how successful teams are engaging with customers and the performance of business sales. |
| Customer 360 Audiences | This can be your Customer Data Platform from Salesforce. Customer 360 Audiences gives businesses a single source of truth where they can manage data for marketing campaigns. Marketers can also use the platform to segment audiences with tools that analyze customer behaviors and their previous purchase histories. These audience segments can then be accessed to target certain customers, such as those who have recently purchased a product or service. |
| Customer Insights | This feature gives businesses valuable information pertaining to their customer behaviors and preferences, all from interactions collected by Salesforce. When this data is analyzed, teams get to understand customers even more since they get to learn about their preferences and purchasing behaviors. |
| Personalization | This solution provides a few tools and features to build customer experiences for various touchpoints. It uses customer data as well as other tech to build future custom interactions and content for customers based on their personalities. It is also available on Marketing Cloud. Personalization is definitely the solution to boost your projects with customers. |
| Simple Optimization with Einstein AI | This is Salesforce’s solution providing artificial intelligence (AI) features powered by machine learning and natural language processing. These AI tools can be used to improve your customer relationship management tasks by automating processes and giving you access to predictive analytics tools. With Salesforce Einstein AI, a business can essentially make smarter decisions from super accurate data, automate manual, time-consuming tasks, and create personalized customer experiences. |
Salesforce Customer 360 Experience Pricing
If you have no more excuses and want to sign up for a Salesforce platform, you have two options for your organization. Take a look at the Salesforce 360 pricing below to see how much it will cost you to make business operations efficient.
1. Platform Starter
This CRM platform lets Salesforce admins create custom applications for various business teams. If you need solutions that can make your sales, marketing, and customer service professionals more productive, this is the Salesforce platform for you. It costs € 25 per user per month, but you do have the option to try it for free before committing to the subscription plan.
Here are a few features you get from Salesforce Platform Starter:
- Access to the popular Lightning App Builder that includes pre-built and custom components. With it, you can build mobile and desktop applications.
- Access to 10 custom objects in Salesforce so you can build applications tailored to your unique business projects.
- Point-and-click tools to automate business processes.
2. Platform Plus
We suggest that large organizations with multiple business units choose this CRM platform. It’s designed to empower Salesforce developers by giving them the ability to build apps on an organizational level. It costs € 100, but just like Platform Starter, you can try it for free to get a feel for the software and its capabilities.
For a full feature list of Platform Plus, check out the official Salesforce website. Here are three top features you can check out while here:
- All the features and tools that are available in the Platform Starter edition.
- Access to 110 custom objects in Salesforce so you can build applications tailored to your unique business projects.
- Access to the Salesforce AppExchange marketplace. You can find and install third-party apps, flows, or components into your Salesforce system here. These applications are important for customizing Salesforce processes to your unique business requirements.
Limitations of Salesforce Customer 360
Although the Customer 360 experience is great for unifying customer data from a multitude of touchpoints, Salesforce comes with a complicated process when integrating it in your organization. Let’s face it: all businesses are unique and have their own way of streamlining internal processes with software. At the end of the day, integrating Salesforce with non-Salesforce systems or old tech and apps will be complicated.
To bypass this hurdle, you will need to consult with a Salesforce developer or implementation partner for custom development. Additionally, you will need to realize that the integration might take a while to get up and running in your organization. Overall, this can be quite a long and costly endeavor.
Here are three further limitations you can expect from Salesforce:
- It is an expensive platform if you want access to advanced features and functionality.
- You might need to sign up for other costly Salesforce product licenses like Sales or Service Cloud to support various business operations.
- You could have to hire a Salesforce professional to assist with the ongoing maintenance of the platform.
Get the Most Out of the Salesforce Customer 360 Experience
Thanks for reading our article on Salesforce Customer 360. We love learning about Salesforce and so covered topics like “what is the customer 360 experience,” the benefits that your business gains from this Salesforce approach, the features that Salesforce provides to commit to this strategy, the pricing tiers of your CRM platform, and the limitations of Salesforce.
We suggest ditching manual ways of managing customer data and switching to Salesforce to experience the customer 360 experience that helps organizations grow with AI-powered tools and features.
For more information on Salesforce trends and topics, follow us on one of our social media links below. Or connect with us to find out more about our no-code platform that integrates directly into Salesforce to streamline any business process you can imagine. We can also connect you to your other favorite 3rd-party solutions, payment providers, and cloud-based storage apps using zero code.
With Titan, you can be 100% confident that your customer data is secure and compliant with HIPAA, SOC 2, ISO, GDPR, and other leading frameworks. Does that sound good to you? Contact us to solve, scale, and accelerate Salesforce with no code!
See you soon.
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.
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