Today’s consumers expect hyper-personalized and seamless user experiences when they interact with brands that include high-value communication across multiple channels and devices. Delivering that at every phase of the consumer lifecycle can undeniably strengthen a brand’s relationship with its audience; however, it requires data insights and a deep understanding of the customer journey.
Companies of all sizes must consider deploying Salesforce to automate and manage their marketing, sales, and customer service functions, and to drive digital transformation and innovation. By integrating Salesforce with other leading digital technology platforms (i.e., AI/cognitive computing, IoT, mobile, live video, image recognition, etc.) business can transform the way they engage, retain, and grow their customer base.
Why is Salesforce a critical component for driving a successful digital transformation strategy?
3. It gives the ultimate customer experience: CRM + UX + CX
Amidst the fourth industrial revolution, many businesses have joined the race to deliver connected customer experiences. However, providing these experiences requires more than just providing products and services on time. It requires creating organic connections with real people at every touchpoint of their journey
The element of customer experience will soon exceed price and product as the key influence on customers’ purchasing decisions, and 86% of buyers will be happy to pay significantly more for better customer experience, according to Walker’s Customers 2020: A Progress Report. This is in line with Gartner’s prediction that by 2022, two-thirds of all customer experience projects will make use of IT, up from 50% in 2018.
Customers don’t just seek products or services in and of themselves; they also at the same time demand more convenient processes throughout the entire engagement lifecycle. It is vital for organizations to live up to these demands and offer customers the ultimate experience.
These stats clearly indicate that an organization’s customer relationship management (CRM) software should provide a richer, faster, and more efficient user experience, and help bring new, innovative applications to the market for a more significant competitive advantage.
Salesforce platform helps companies achieve the necessary customer experience excellence by delivering a modern user experience that bridges the gap between customers and businesses. Specifically, Salesforce Lightning helps companies provide a smarter and faster experience for customers and allow IT and business users to bring new applications to market faster to meet customer demands.
2. It helps in unleashing the power of data
According to IDC, business across the globe will expect 175 zettabytes of data worldwide by 2025. The growth of this data will be the result of the amalgamation of intelligent agents that leverage ML and AI to evaluate the growing amount of data generated by the digital things in our lives. According to Salesforce.com’s latest market studies, enterprise sales professionals spend only about a third of their time interacting with prospects. The rest of their workday mostly comprises of administrative tasks such as gathering lead data, time that the cloud company is working to free up. To make Salesforce recently released new features for its flagship Sales Cloud aimed at helping workers find the information they need to be productive faster. Interestingly, most of the capabilities use Einstein, the company’s artificial intelligence system, under the hood that organizations can leverage to unravel the power of data and improve the pipeline.
1. It empowers your customer with information to increase loyalty, retention, size and average order size
Technological advancement has enabled and given customers control over the experience of purchasing products and services. Organizations have thus shifted their paradigm from a focus on mere products and services to overall experience during the entire engagement lifecycle. Organizations must improve each touchpoint of their user experience (UX) to successfully adapt to this trend, which coincides with growing user expectations.
Being a customer can often be frustrating; system inefficiencies create a gap between delivering the products and ongoing services desired. Because customer loyalty is so important to business success, and because that loyalty is so hard to win, being aware of customers’ experience over time is incredibly important. It is helpful to think of the totality of this experience the customer journey. `
Historically, absent infrastructure and information, together with rapidly scaling business growth have made tracking customer journey quite tricky. With the advent of new technologies such as IoT and cloud services, businesses now have access to this information—if they want it, and if they are willing to take steps to extract it. Making the right decisions about which technologies to implement is going to be the difference that makes the difference.
Simplify by putting intelligence into your Salesforce CRM & create exceptional CX with Tavant
The future of every CRM software is anchored to the fluid architecture of the overall system, including its flexibility to accommodate rapid changes in the market and deliver on ever-evolving customer expectations. Salesforce powerful capabilities are massive steps in this direction, as the entire framework puts Salesforce in a strong position to conquer the all-important “disrupt or be disrupted” philosophy that has taken hold of the modern-day business environment.
Tavant’s Salesforce services modernize CRM applications and processes using automation and cognitive intelligence. The result is an increase in conversions, a surge in sales volumes, and increased customer retention. Tavant has been enabling successful Salesforce implementations and integrations over the years.
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