Salesforce Customer 360 is launching in 2019 and will change the way your company uses Salesforce for the better. This new release will allow Salesforce Business to Consumer (B2C) products work cohesively, building an individual profile for all customers.
With Salesforce Customer 360, customers will be given their own Customer 360 ID numbers that connects their Marketing Cloud, Commerce Cloud, and Service Cloud records and recognizes them as one, individual customer profile instead of three separate records. With this ID number, companies will be able to work across channels and connect different Salesforce apps. This holistic approach puts the customer first and bring departments together.
According to salesforce.com, “seventy percent of customers say that connected experiences- engagement with a brand that reflects understanding of past actions, product usage, and a host of other personalized factors – are very important to winning their business.” Viewing customers as a whole and being able to silo each customer action or engagement alleviates a lot of frustration for customer-facing companies. With Salesforce Customer 360, customers’ satisfaction will be higher and employees will be able to work more efficiently.
What new services will you have access to with Salesforce Customer 360? As featured on salesforce.com, there will be three new services that come along with Salesforce Customer 360:
- Click-based UI for app and data management
- Reconciled 360 ID and profile across apps
- Prebuilt packages for Service, Marketing, and Commerce
Salesforce Customer 360 prides itself on connecting different apps in a protected secure way. All data will be safely stored in one location for each customer, accessible by admins without having to move across different apps. Salesforce.com shows how 360 will improve the sales experience using the example of a customer filling up an online shopping cart on a Commerce Cloud-powered website. If the consumer abandons their cart, Marketing Cloud can use this data to serve the customer specific advertisements and discounts to potentially bring the customer back to the website. It would also be beneficial for ecommerce customer support to have access to previous orders or returns in one location so that it can be easily accessed if the customer has an issue.
If Salesforce customer sounds like an enticing tool for your company, Cloudsquare, a company that provides Salesforce implementation services, can assist you in making the update when the new release is launched in 2019.