What's up, everybody?
I'm Brian Tong, your guide
to all things Salesforce.
And this is Salesforce Explained.
It's a series where we talk
Salesforce and technology
without the jargon or buzzwords.
And today
we are diving in to customer 360.
What is it
and how does it work?
I've got your questions
and we're going to get it
started right here.
So first up, what is Salesforce
Customer 360?
Salesforce
Customer 360
isn't a single product.
It's the entire Salesforce
portfolio of technology
and services.
Salesforce Customer
360 is the number one
ranked customer relationship
management platform helps
companies unite their teams
with a shared view
of every customer.
Your teams have best in
class apps to work from
and they all have the same customer
data.
It's everything that you need
to deliver great experiences.
So that's the short version.
But let's unpack that
and go a little deeper
into what that means.
We all know data is the fuel
computer systems run on
and today's
companies have more data than ever
floating around their computers,
including customer data.
And a lot of times
all of this
data is stored
in different systems,
even when it all belongs
to the same business.
It's like you've got
your sales team over here
using some combination
of their inboxes
plus spreadsheets
to track their deals.
And then here's your marketing
team juggling
a few different tools
for their campaigns, events
and content marketing
without an easy way to tell
sales which leads are ready
for some direct outreach.
That's your service team
responding to customers on
a completely different system
so they can't easily tell marketing
who to stop emailing
because they have an open ticket.
And then here
is your leadership team.
They're asking everyone
to manually update spreadsheets
so they can look at the business
big picture.
But, by the time
the spreadsheets are updated,
they're already out of date.
I mean, look at all
those information silos.
It's like the wild, wild
west out there,
although it does
kind of made me want to visit
a dude ranch.
Sure. Okay.
Shake it off. All right.
This is exactly where Salesforce
Customer 360 comes in.
It breaks down those silos
so you can
connect our teams and data.
So let's check it out.
When teams can easily
share information,
everyone gets a more complete view
of customers.
A... wait for it...
360 degree
view, which looks more like this.
Your sales team knows
who has recently visited
your website
so they can discover better leads.
Meanwhile, your customers
who have questions
can find your answers faster
on your website.
Self-service portals and chat
bots give your customers
with frequently asked questions
what they want in real time,
all while giving your agents
more time to keep customers happy.
And your marketing department
knows which
customers have open cases,
so they won't reach out
to that customer with promotions
while they're experiencing
technical issues.
It's your whole company.
I'm talking marketing,
sales, commerce,
service, and I.T.
teams,
no matter what size of business
or what industry.
All using the same platform,
sharing data,
updating records,
and seeing that full view
of every customer.
That kind of 360 degree view
enables you to deliver seamless,
consistent experiences.
And this is what it's like
when Customer 360
is your single source of truth
for all your customer data.
And it is truly amazing
what happens when all of your teams
have best-in-class
apps to work from.
Everyone is empowered
to work from anywhere
and still provides a seamless,
consistent experience
that wows your customers
because, you know,
you know,
your customers want to be wowed.
Am I right?
Yeah, I am.
So we got a good idea
of what Customer 360 is
and what it can do
to connect people
and teams in your business.
But what do you actually get?
What is included in Customer 360?
And I think
a better question might be:
what's not included?
Because it covers
so, so much.
So let's,
you know,
let's get a little deeper,
let's dive in even more.
And we're starting
with sales. Manage
every step of the sales journey,
help every rep be more effective
and close more deals
with sales cloud.
Next is service.
Service cloud makes it easy
to deliver personalized
customer service experiences,
connect every channel,
personalize every engagement
and scale every process
as your business grows.
Did I say growth, Brian?
Why, yes, you did.
Yeah, I did.
And that must mean it's time
for some marketing.
Marketing cloud helps
you reach audiences across
all of your touchpoints:
digital advertising,
email, mobile and social.
And it's not just about
growing in size.
It's about helping
your customer relationships
grow stronger.
Right?
Get to know your customers,
humanize every moment
and reach customers
with personalized messaging
on the channels they already
like using. Then,
there's Salesforce Commerce Cloud.
All kinds of companies
are using Commerce Cloud
to grow their online businesses
by delivering seamless experiences
without all the complexity
and hassle. Simplify processes
and cut costs at the same time?
Yes, please.
Like it's true
and it can happen to you.
Commerce Cloud
is the way.
Speaking of, you know,
cutting through the complexity,
wait until you see
what Customer 360 can do
for your data.
You know, I'm talking analytics
because analytics is the easy way
with Tableau and Einstein.
Now, if you haven't tried Tableau,
you've got to check it out.
It's a data visualization tool,
which basically means that
it turns all of your data
into charts
and graphics and other visuals
so you can make sense of it,
even if you wouldn't exactly
call yourself a number cruncher.
Combine
that with Einstein Analytics,
which analyzes your data
to create actionable insights
you can actually use
to help make real world decisions.
And you have
some serious business intelligence
right up here
and right at your fingertips,
and there's more.
You can build apps,
integrate with other business
systems and Salesforce
Customer 360 Works
for any industry as well.
Now Salesforce solutions
are tailored to your business
and verticals are created
with industry experts to help you
modernize your business,
save time and lower costs.
Talk about a game changer!
And speaking of changing the game,
allow me to introduce you
to CDP,
which stands for Customer
Data Platform.
CDP is powering
the next generation of CRM
and it gives your company
the ability to manage the entirety
of your first party data
to give you a complete view
of your customers.
We're talking
personalized, real time
and scalable data.
Now, this is
some really incredible stuff,
and we'll have a whole episode
on CDP later in the series,
so make sure to check back
for all the details.
And here's
another big part of Customer
360: Slack,
which is basically awesome
sauce in a bottle except no
bottle because you know, it
it's software,
although you're
going to want to drink it up.
It is so much more than chat rooms.
Salesforce and Slack bring together
all your teams with the messaging
apps and data that they need
in one workspace.
Now everyone can collaborate
from anywhere, whether that's
from your office,
your home,
or your kid's basketball game
when they are resting on the bench.
Of course.
Now, I wasn't lying when I said it.
It covers so much.
And that's how Customer
360 empowers companies
like yours to deliver the WOW.
It's a single source of truth
for connected customer experiences.
So whether customers are meeting
you in person
or answering your emails
or chatting on the phone,
Salesforce has one platform
connecting every touchpoint,
helping businesses of all sizes
in every industry.
Whew! Customer 360 is big
and all the products are rated
best in class by leading analysts.
Which begs the million
dollar question
Do I have to use all of it?
Does my business,
which could hypothetically benefit
from, let's say,
sales cloud and service
cloud, but
might not with the other pieces,
at least not right now.
Like, do
I have to sign up
for the whole enchilada?
Of course not.
But saying enchilada made me hungry.
I mean, everything is designed
to be used individually
or together.
It's a system
and it's customizable
to fit your business
and your unique needs.
But that's right.
Cue the dramatic music.
There is a "but."
When you do start using
these products together,
come on now,
that's
where the real magic happens.
There's an incremental value thing
that starts happening here.
Think of it as a one
plus one equals
three kind of thing.
And I'm good at math.
Like,
the products are all designed
by Salesforce.
They're designed to work together
with a common vision,
roadmap and best practices
defined - like cross-product
workflows and processes.
And they come pre-integrated.
No more building that yourself
because ain't
nobody got time for that.
Now, when you put two
or more of the products together,
they help teams work
better together.
And business leaders know
whenever you can
improve communications
and productivity
on individual teams
and across
multiple teams,
the whole business realizes
greater success.
You know, I see
you like
on the other side of the camera
out there behind your screen.
I see you watching.
I see you laughing or
rolling your eyes
at my jokes.
Well, some of you and you know,
I hear you asking
Brian,
this all sounds super cool and all,
but I am on the ground here
doing the daily grind.
How does all of this Customer
360 stuff really work
day to day
in my business?
Well, Customer
360 works however you need it to,
and it can work one way now
and then change over time
as your business grows and evolves.
Every company is unique
and Salesforce can help
you find the right solution
for your business
and your customers.
And even better news
is that you can get started
with really simple next steps.
So go ahead
and click the link on screen
to learn how Salesforce
Customer 360 can best work for you.
We'll see you next time.