Salesforce Customer 360: An In-Depth Guide
Creating a seamless customer experience across multiple platforms and channels is becoming the norm. Not only does this result in top-notch collaboration between all your teams, but it can also help your business grow. To achieve these results, you need the right digital solution. In short, you need Salesforce Customer 360. This guide will teach you everything you need to know about Salesforce Customer 360 and how it can help move your business forward.
What is the Customer 360 Platform?
Salesforce, the industry leader in CRM solutions, consistently puts out software solutions designed to streamline business operations. Salesforce Customer 360 spans the full breadth of Salesforce software solutions. In effect, Customer 360 is a consolidation of all Salesforce’s software solutions.
Salesforce Customer 360 is a platform engineered to help businesses connect with customers by promoting cohesive internal operations. It enhances internal collaboration by unifying analytics, sales, marketing, service, commerce, and IT under a single CRM platform. With this data, Customer 360 builds a universal customer profile and ID that can be utilized across all Salesforce and external applications. All teams in your company can have access to this data to help create a seamless customer experience.
With Salesforce Customer 360, businesses can embrace digital transformation while emphasizing the customer experience. Businesses can save teams time by automating repetitive tasks with Einstein AI and intelligent recommendations. Real-time analytics and data can be monitored via Tableau, so you always know what’s going on in your business. Finally, all business data can be safely and securely integrated within Mulesoft. This only scratches the surface of what Customer 360 can do.
Customer 360 Truth
As Salesforce has adopted a “go big or go home” mentality for its products, it went beyond just combining all its existing solutions to form Customer 360. Salesforce also created a portfolio of add-ons further to enhance the potential and function of Customer 360. The portfolio, Customer 360 Truth, is available for those that want to take the Customer 360 platform to the next level.
The Salesforce Customer 360 Truth add-on consists of four main components: Identity, Data Manager, Audiences, and Privacy Center. Here’s a breakdown of what each of these Customer 360 components does and how they can help your business.
Salesforce Customer 360’s Identity component is designed to create a single universal identity for customers, employees, and partners. Its features enable organizations to manage data sharing, applications, and users securely across multiple channels.
Creating and maintaining a single sign-on for all users, employees, and customers alike makes things easier and keeps things secure. With two-factor authentication, there’s an added security barrier that will keep fraudulent users at bay. Additionally, logging in just got even easier for customers, as they can use their social media credentials to sign up
Keeping data safe is crucial for businesses, especially as they begin to rely on an increasingly digital operation. The Customer 360 Truth Data Manager is just what it sounds like, a powerful data management tool. With Data Manager, all data is reconciled across all channels, including clouds, third-party systems, and orgs.
Besides being a powerful tool, it’s also a valuable asset for sales and support teams within your organization. Customers can be identified, and their data surfaced to personalize the sales process and improve service efficacy.
Customer 360 Audiences is another invaluable tool for sales and support teams. It enables these teams to create a personalized customer experience. Building from the data collected by the Data Manager, Customer 360 Audiences creates custom audience segments based on strings of contact or event-level data.
You can effortlessly manage these customer segments via the simple low-code interface by dragging and dropping elements. Finally, Audiences provide accurate counts of your organization’s target audiences.
Customer data is a highly protected entity. More and more customers feel as if they don’t have control over their data or its use, which can lead to customer distrust. To un-sow those seeds of doubt, leverage the power of Customer 360 Privacy Center. This component provides strong data protection and enables customers to visualize and control their data.
Internally, an organization will have the power to set and execute data retention policies and manage portability policies. You’ll have the power over where your data goes and how it gets there. Finally, when it comes time to get rid of data that is no longer useful, organizations can archive it within the Privacy Center. In short, Customer 360 Privacy Center puts data management back into the hands of organizations and customers.
Customer 360 Pricing
Salesforce operates on a subscription-based pricing model, with each “Edition” featuring a bundle of solutions. “Add-ons” also feature additional solutions, but they are added on an as-needed basis for organizations who are looking to build a customized solution.
Businesses have the option to choose from the most basic Edition Platform Starter priced at $25 per user monthly and billed on an annual basis. As a more advanced Edition, Platform Plus is priced at $100 per user monthly and billed annually. Add-ons will increase the overall cost.
Leveraging the power of a solution like Salesforce Customer 360 can not only enhance an organization’s internal operations, but it can also significantly improve customer experience. That said, an investment like Salesforce Customer 360 requires thought, time, and some solid advice from Salesforce experts.
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