3 Hacks How Salesforce Customer 360 Transforms Small Businesses
3 Hacks How Customer-360 Transforms Small Businesses
Did you know that nearly 75% of buyers expect organizations to truly grasp their needs and desires? Surprisingly, only 47% of customers feel that companies are meeting those expectations. If you’re a small business manager working with limited budgets and resources, you might be feeling the pressure to stay competitive. But there’s no need to worry – Salesforce Customer 360 is here to provide comprehensive assistance!
Are you wondering how to establish meaningful connections with your customers, deliver exceptional experiences, and rise above significant challenges? At Dreamforce 2019, the potential of Salesforce Customer 360 was highlighted, demonstrating how it can elevate customer satisfaction for businesses of all sizes. Let’s explore what this means for small-scale enterprises and discover how you can harness its benefits in a cost-effective manner.
How does Customer 360 play a role in small businesses?
Salesforce Customer 360 is a coordinated customer relationship management (CRM) framework that joins customer information crosswise over marketing, sales, customer administration, and that’s just the beginning. With regards to your small business, Customer 360 is a cost-effective approach to connect you to all customer touchpoints, so your organization has a singular perspective on each customer and can provide a high-quality experience.
Here are three reasons it’s a distinct advantage for your SMB:
1. Single View Means Enhanced Customer Experience
Have you ever received a call from a customer only to discover that they’ve previously spoken to someone else in your company? While it can be frustrating to play detective and figure out the customer’s history and context, it’s likely even more exasperating for the customer to repeatedly provide all their information every time they interact with your business. Research indicates that nearly 80% of customers anticipate consistency when engaging with multiple departments. Given the size of your small business, you might have team members dedicated to sales, service, marketing, or operations, resulting in customers having varying experiences each time they reach out.
This is where Customer 360 steps in, simplifying the process of meeting this customer demand and aligning your company’s approach. By utilizing a unified system and gaining a holistic view of each customer, your entire team—whether in sales, service, or marketing—can effortlessly record and access customer information that’s visible to everyone. The best part? Ultimately, your customers will feel that the entire organization truly understands them and is committed to their success.
2. Provide Personalized Client Experiences
If you’re managing your business using spreadsheets or sticky notes, it can be quite challenging to establish a solid understanding of your customers and deliver tailored experiences—especially given the potential risks of data loss, deletion, or even breaches.
For small businesses, crafting personalized customer experiences holds immense significance in building enduring and trustworthy relationships. Moreover, in the face of more significant challenges, personalization can serve as a distinctive factor. Leveraging Customer 360, you and your teams can gather insights into your customers’ identities, their requirements, and the reasons behind their engagement with your business. Consequently, you’ll be able to serve your customers more effectively—whether that involves resolving their issues more efficiently, sending them customized messages, or tailoring your sales efforts according to their needs. This ability to personalize will set you apart, allowing you to outperform your competitors who might not be embracing the personalized approach in their marketing, sales, or service efforts.
3. Develop your Business to Scale & Grow Smoothly
Organizations that experience growth are those that not only meet but also exceed customer expectations. Unfortunately, this is a challenge commonly faced by small businesses. According to a report, 58% of leaders in small and medium-sized businesses (SMBs) express that meeting customer experience expectations remains a significant hurdle for their growth over the next two years.
So, how can your small business effectively meet customer demands and foster growth? The answer lies in embracing innovation, which makes the process much more streamlined. Even if your small venture currently relies on a multitude of applications for marketing, sales, and customer support, what happens when your business starts to expand beyond the capabilities of those applications? The transition can become both expensive and complex when dealing with these fragmented systems.
Enter Customer 360—a solution that simplifies this journey. You can initiate with solutions that cater to a small team of 1-2 individuals, and then seamlessly scale up your solutions on the same platform as your business expands.
Are you ready to take the first step? If your team consists of 1-2 individuals, consider starting with Salesforce Essentials—an advanced CRM designed explicitly for small businesses with teams ranging from 1 to 20 members. With Salesforce Essentials, you gain access to both sales and service functionalities within a single CRM system. For more established small businesses with intricate workflows or specialized processes, explore our array of alternative solutions, each tailored to accommodate your unique business requirements.