What's up, everybody?
I'm Brian Tong,
your guide
to all things Salesforce.
And this is Salesforce Explained.
It's the series where I talk
Salesforce and technology
without all the jargon
or the buzzwords.
So make sure to subscribe
to the Salesforce channel
and turn on those notifications
so you never miss an episode.
Now, today,
I'm getting as real as it gets.
I'm talking about your bottom line,
which,
if you've read the headlines
recently,
you know, I'm guessing
that you probably care
about that a lot.
Now, you probably know Salesforce
is supposed to be valuable
for your business,
but just how do you measure the ROI
and how do you maximize it?
Look, you know, I got you here.
So in this episode,
I'm breaking down all things
ROI and time to value
when it comes to your CRM
and Salesforce investment.
And if you're like, whoa, whoa,
whoa, whoa,
take a big step back, okay?
What even is CRM?
Well, might I recommend
starting with episode
one of what is Salesforce
before diving into this episode
about how Salesforce saves you
money?
You know, I heard
it has a really good host
who knows how to explain things.
Okay, first
up, let's play a little game.
Just put a light bulb emoji
in the comments
if any of this
sounds like your company.
Your sales team is using
their inboxes and spreadsheets
to track their deals.
And as a result, things fall
through the cracks
or end up siloed off
in someone's inbox.
Or meanwhile,
the marketing team
has a few different tools
for tracking their campaigns,
events and email marketing
without an easy way to tell Sales
which leads are ready
for some direct outreach
or accurately measure
the amount of pipeline
they're generating.
Don't forget 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 comes
your leadership team.
They're asking you
to manually update spreadsheets
so that they can
look at the business, big picture.
But by the time
the spreadsheets are updated,
they're already out of date.
Yeah, it's not pretty.
But did you know that
the average enterprise
company uses a whopping
976 applications to get work done?
Well, the thing is,
all these fragmented systems
mean high costs, team
silos and stalled growth.
And it means that you have
to spend time and money
figuring out
how to make this all work together.
So it means a lot of contracts
to manage
and likely paying for licenses
that no one is using.
It means less time innovating
and more time
fixing things that are broken.
And then there's
how your customer feels
when they talk to teams
who don't share information.
Yikes.
Yeah.
This is just not good.
So having disconnected systems
creates major inefficiency.
So it makes sense
that using connected systems
helps reduce complexity and costs.
Simplifying your tech stack alone
can lower your annual spend by 20%.
Nice.
And if you've watched
our Salesforce
Customer 360 episode, you know,
this is exactly where Customer
360 comes in.
Now, Customer 360
breaks down those silos
so you can connect your teams
and data all on one platform.
And if you haven't watched it,
you know,
this is my shameless plug
that you should go
watch the ridiculously handsome
host break it down for you.
Mm hmm.
Okay.
Because
here's another piece of the puzzle.
Cutting costs
alone
is not going to help your business
long term.
Companies
who invested in technology
during the pandemic grew
at five times
the rate of those who did not.
And the way to weather
an economic downturn is to make
the right investments
that will help you
deliver great customer experiences
and set you up for future success.
You know,
it's about investing in tools
with the highest ROI
and then quick time to value.
So here's a simple equation
to calculate ROI:
you take your net income,
then the initial cost
of the investment
and divide by that number,
and multiply it by 100,
and boom, the ROI.
I know
you probably know what ROI is,
but it's important to remember that
investing in something
that doesn't cost much is one way
to improve your ROI.
But if you can also increase
your net income, that improves
ROI as well.
Okay, return on investment.
That is a way to measure
an investments profitability
and your CRM is an investment
whose ROI you can
and should measure.
In fact,
89% of all Salesforce customers
see a positive return
on their investment
in just the first year.
But just how does Customer
360 give you so much value?
Well, look,
let's just dive into that.
Salesforce Customer 360 Helps
your teams work on one platform
using tools that are all connected,
which offers everybody
a shared view of customer data.
So not only can
everyone share information
in one view,
but automation,
intelligence and real time data,
they help everyone on their team
personalize customer
experiences together.
We're talking about automation,
right?
Technology
can automatically do
things that you're used
to doing manually
with clicks, typing...
In fact,
I have a whole video on this,
so yeah, go watch it.
Also, intelligence A.I.
is your friend.
You know, you are very smart,
but you only get smarter
when tech is predicting outcomes
and helping you make decisions.
We also have real time data.
All of this only works
if the data changes
as fast as the world around us.
So this means data is right
here, right now.
Not a minute, hour, or day old.
Yeah,
I've got an episode
on real time too,
so go watch Genie.
Okay.
Our last term, customer experience.
And you guessed it,
I created a whole episode
on this hot topic too.
So when you
give your entire business
all those tools, you're
quickly going to see
more productivity,
more collaboration
and real results, like a 27% faster
automation of business processes,
a 26% increase
in employee productivity,
and a 29% increase
in sales productivity.
And that sounds like really,
really good.
But for reals. All right.
Just imagine this.
Your marketing team is busy
creating customer journeys
that include email and SMS,
push notifications
and paid advertising.
With automation, and then A.I.,
they're delivering
personalized content
based on real time customer data.
This is boosting conversion rates,
and they're able
to better understand campaign
ROI and where to funnel
future marketing dollars.
In fact,
they're reporting a 28% improvement
in marketing ROI,
and now the hand-off
between marketing and sales
has improved.
Marketing uses Salesforce
to automatically route
and assign leads
to the right people.
With the help of A.I.,
those same salespeople
can focus on the leads and deals
most likely to convert and close.
Plus, they can automate repetitive,
monotonous stuff like data entry
so they're more efficient
in their day
and by automatically generating
renewal opportunities,
tracking amendments and swaps,
your sales team can grow renewals
and increase customer
lifetime value and all of that
is just a measurable impact.
And boom, you're now
seeing a 29% increase in revenue.
The support team is loving
that they get a single view
of the customer
with history from every touchpoint
so they can resolve
customer needs more quickly.
Self-service and bots
help customers
find their answers fast.
Omni channel routing can route
service requests from any location
like phone, chat,
or social channels
to the right person
at the right time.
And all of these
streamlined processes and guided
workflows are giving your business
a 27% decrease in support costs.
What about your I.T.
team?
They're enjoying 25% lower costs
thanks to automation.
Now, complex business processes
like approvals can be automated
with drag and drop simplicity,
while leaders
get insights 29% faster
than asking people to pull reports
based on outdated
and incomplete data.
But Customer 360 helps
you cut costs
and reduce complexity by using apps
that are all on one platform.
And those apps boost
your productivity,
drive efficiency,
and help you generate more revenue.
All important pieces
of the ROI equation.
That's the secret sauce
that unlocks
so much more ROI, so much faster.
Automation, intelligence,
and real time data for every team.
That's how you help your teams
get more done
with less across every department.
Now check this out.
Here's some data to
mull over a little bit.
Businesses that adopt
the Salesforce 360 platform
see a 32% increase
in customer satisfaction
and a 30% increase
in customer retention.
Sounds good, right?
In fact, 98% of businesses
meet or exceed their ROI goals
with Customer 360,
that is 98%.
I mean, that's a pretty incredible
return on any investment.
Now, if you want to get
started with Customer 360,
but don't know where to begin with
Salesforce or CRM
or you haven't
been watching the series,
the great news is that
there is a perfect place
to start, with a free trial
of Salesforce Easy.
With only a few clicks,
you can get started right away
with a suite for sales, service
and marketing tools
that will help you drive more
ROI and success for your business
from day one.
And you can always head over
to Trailhead for hands on learning.
All right, everybody,
be sure to like and subscribe.
Turn on your notifications
so you never miss
an episode of Salesforce Explained.
We'll see you next time.