Connect With Customers in a Whole New Way With the #1 AI CRM | Salesforce Customer 360 Overview Demo

Salesforce

14 Jul 202302:03

Summary

TLDRSalesforce Customer 360 revolutionizes customer experiences by integrating AI, data, and CRM across sales, service, marketing, commerce, and IT teams. With a unified customer profile and a single view of data, Einstein AI offers insights and automation. Teams can collaborate on a Tableau dashboard, enhance service with AI coaching, and create personalized marketing campaigns. All within Salesforce's trusted platform, tailored for your industry.

Takeaways

🌐 Salesforce Customer 360 integrates AI and CRM to offer personalized customer experiences across all channels.
🔗 It enables collaboration and data visualization for teams including sales, service, marketing, commerce, and IT through a unified view.
📊 The platform features a Tableau dashboard for visualizing KPIs, enhancing decision-making and strategy alignment.
🤖 Einstein AI acts as a smart assistant, providing deeper insights and aiding in data analysis through natural language queries.
🔄 Data Cloud consolidates and harmonizes data from various sources to create a comprehensive customer profile.
📈 With a unified customer view and advanced CRM apps, teams can enhance sales performance and focus on impactful deals.
💬 Service is enhanced through Einstein's ability to route cases to the right agent and provide coaching for next best actions.
🎯 Marketing benefits from personalized campaign capabilities, ensuring the right content is delivered at the right moment.
🛒 Commerce teams can create compelling shopping experiences with AI-powered recommendations and scalable, drag-and-drop tools.
🔗 Teams and data are connected within Slack, streamlining collaboration and workflow management to build stronger customer relationships.
🏆 Salesforce's platform is industry-tailored, backed by a top success ecosystem, aiming to save time and resources for businesses.

Q & A

What does Salesforce Customer 360 aim to provide for foreign ERS?
-Salesforce Customer 360 aims to provide foreign ERS with helpful and personalized experiences across every channel by utilizing AI, data, and CRM.
How does Salesforce Customer 360 enable collaboration among different teams?
-Salesforce Customer 360 allows teams such as sales, service, marketing, commerce, and IT to collaborate and visualize KPIs in a single view, like a Tableau dashboard.
What role does Einstein AI play in Salesforce Customer 360?
-Einstein AI serves as a smart sidekick in Salesforce Customer 360, providing deeper insights when asked questions and assisting with decision-making.
How does Salesforce Customer 360 handle data from various sources?
-Salesforce Customer 360 centralizes and harmonizes data from any source, creating a unified customer profile.
What benefits does Salesforce Customer 360 offer to sales teams?
-Salesforce Customer 360 offers a complete view of the business to sales teams, helping them focus on high-impact deals and perform at their best from first contact to signed contract.
How does Salesforce Customer 360 enhance customer service?
-Salesforce Customer 360 enhances customer service by enabling self-service for customers and transforming contact centers into engagement centers where cases are routed to the right agent with the help of Einstein's next best actions.
What impact does personalized marketing have on customer relationships according to the script?
-Personalized marketing, as mentioned in the script, helps in sending the right content to customers at every moment, thereby strengthening customer relationships.
How does Salesforce Customer 360 assist commerce teams in creating shopping experiences?
-Salesforce Customer 360 assists commerce teams by providing AI-powered recommendations and drag-and-drop tools that scale, enabling them to create the desired shopping experience.
How is Salesforce Customer 360 integrated with collaboration tools like Slack?
-Salesforce Customer 360 integrates with Slack, allowing all teams and their data to be connected, which facilitates easier collaboration and the use of workflows to build lasting customer relationships.
What is the significance of the 'number one success ecosystem' mentioned in the script?
-The 'number one success ecosystem' refers to the support and resources provided by Salesforce that help customers save time and money, ensuring the effective use of Salesforce Customer 360.
How can one get started with Salesforce Customer 360?
-To get started with Salesforce Customer 360, one can visit salesforce.com/products as suggested in the script.

Outlines

00:00

💡 Salesforce Customer 360: Enhancing Customer Experience

Salesforce's Customer 360 is a comprehensive tool that leverages AI, data, and CRM to provide personalized customer experiences across all channels. It enables teams from sales, service, marketing, commerce, and IT to collaborate and visualize key performance indicators (KPIs) through a unified dashboard like Tableau. Einstein AI serves as an intelligent assistant, offering deeper insights and helping to focus on high-impact deals. The platform centralizes data from various sources to create a unified customer profile, enhancing the ability to wow customers. Salesforce's CRM applications are designed to boost sales growth, improve service through Einstein's guidance, and enable personalized marketing campaigns. The platform also supports seamless collaboration through integration with Slack, streamlining workflows and fostering lasting customer relationships. It is tailored to specific industries and supported by a leading success ecosystem, aiming to save time and money for businesses.

Mindmap

Keywords

💡Salesforce Customer 360

Salesforce Customer 360 is a comprehensive platform that integrates AI, data, and CRM to provide a unified view of the customer across all channels. It enables businesses to personalize experiences and deliver targeted interactions. In the video, it's presented as a solution that allows teams to collaborate and visualize key performance indicators (KPIs) in a single view, enhancing customer engagement and satisfaction.

💡AI

Artificial Intelligence (AI) is the simulation of human intelligence in machines that are programmed to think like humans and mimic their actions. In the context of the video, AI is utilized to enhance customer experiences by providing deeper insights, automating tasks, and personalizing interactions. For instance, 'Einstein AI' is mentioned as a 'smart sidekick' that can answer questions and provide insights to improve business operations.

💡CRM

Customer Relationship Management (CRM) is a technology that helps businesses manage their interactions with customers, potential customers, and business partners. It involves using data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and driving sales growth. The video emphasizes how Salesforce's CRM applications can provide a complete view of the business to help sales teams focus on high-impact deals.

💡Data Cloud

A Data Cloud refers to a centralized platform that stores and manages data from various sources, providing a unified and harmonized view of customer information. In the video, the Data Cloud is depicted as a central hub that integrates data to create a comprehensive customer profile, which is crucial for personalized marketing and sales strategies.

💡Unified Customer Profile

A Unified Customer Profile is a single, comprehensive view of a customer that combines data from multiple sources to provide a holistic understanding of the customer's behavior, preferences, and interactions with a brand. The video highlights the importance of a unified customer profile in enabling personalized and effective customer service and marketing campaigns.

💡Einstein AI

Einstein AI is Salesforce's suite of AI services designed to enhance the functionality of Salesforce applications. It includes capabilities like predictive analytics, natural language processing, and machine learning to automate tasks and provide insights. The video script mentions Einstein AI as a tool that helps sales teams focus on high-impact deals and assists in routing cases to the right service agents.

💡Personalization

Personalization in marketing refers to the strategy of tailoring content, offers, and experiences to individual customer preferences and behaviors. The video emphasizes the importance of personalization in creating customer loyalty and satisfaction, showcasing how Salesforce's tools can be used to send personalized campaigns and content to customers.

💡Tableau Dashboard

A Tableau Dashboard is a data visualization tool that allows users to create interactive and shareable dashboards to monitor and analyze data. In the video, it is mentioned as a way for teams to collaborate and visualize KPIs in a single view, which is crucial for making informed business decisions.

💡Slack Integration

Slack is a collaboration tool that integrates with various business applications to streamline communication and workflow. The video mentions that all teams and their data are connected inside Slack, which facilitates easier collaboration and enhances the efficiency of customer relationship management.

💡E-commerce

E-commerce refers to the buying and selling of goods or services using the internet, and the transfer of money and data to execute these transactions. The video discusses how Salesforce's AI-powered recommendations and drag-and-drop tools can help commerce teams create personalized shopping experiences, which are essential in the digital age.

💡Success Ecosystem

A Success Ecosystem in the context of the video refers to the community of partners, developers, and users that support and enhance the Salesforce platform. It includes training, support, and a network of experts that help businesses maximize their use of Salesforce tools. The video positions Salesforce as having the number one success ecosystem, which is crucial for customer success and satisfaction.

Highlights

Salesforce Customer 360 enables personalized customer experiences across all channels.

AI and CRM integration allows for a new way of connecting with customers.

Teams from sales, service, marketing, commerce, and IT can collaborate and visualize KPIs in a single view.

Tableau dashboard is used for visualizing data and KPIs.

Einstein AI acts as a smart sidekick, providing deeper insights through AI-driven questions.

Data Cloud centralizes and harmonizes data from any source to create a unified customer profile.

A single view of customer data is combined with best-in-class CRM apps.

Sales growth is accelerated with a complete business view and Einstein's assistance.

Service builds loyalty by routing cases to the right agent and using Einstein's next best actions.

Marketing creates personalized campaigns by understanding each customer's wants.

Commerce teams use AI-powered recommendations to create an ideal shopping experience.

Drag and drop tools are used to build scalable shopping experiences.

Slack integration connects teams and their data, facilitating collaboration.

Workflows are used to build lasting customer relationships.

Salesforce platform is tailored to specific industries and backed by a top success ecosystem.

Salesforce Customer 360 is the number one AI CRM platform.

To get started, visit salesforce.com/products.