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Customer 360 brings together Salesforce's category-leading apps for sales, service, marketing, commerce, IT, industries, partners, and more.
Product-centric businesses make a habit of telling customers what they can’t do, what’s not possible. “No, you can’t collect your online purchase from the store – that would slow distribution”. “Sorry, we can’t transfer that credit, there’s not a back-end process for us to track it”.
Outstanding customer experience (CX)? Hardly.
Today, 80% of customers say the experience a company provides is as important as its product or services. Customers want their needs met efficiently and easily. The aim of the game is to reduce the amount of effort – or perceived effort – for customers to get what they want. If you make it hard for them, they’ll find somewhere easier to buy from.
This is where your employees matter so much. They’re the human face of your company, your advocates, the link to the customer, and the people who can make it easy – if you empower them.
Easier said than done, right? To help empower your employees and bring your customer experience management into sharp focus Salesforce created Customer 360.
Business starts with customer management tools
According to our latest State of the Connected Customer report, 76% of customers expect consistent interactions across departments. However, 54% say it generally feels like sales, service, and marketing don’t share information.
Salesforce Customer 360 changes that by bringing customer data into a single, shared view. No matter the department or team, each employee has access to one touchpoint of customer data to help them make smarter business decisions. Think of it like one big group hug, where the customer is in the centre.
While a 360-degree view of the customer isn’t new, what makes Salesforce Customer 360 different is it doesn’t assume the journey a customer will take – it uses the data insights from every department to create a unique customer ID to keep track. So if a customer calls your service department about a product, your marketing department can know that in a matter of clicks not days.
What is Customer 360, exactly?
Customer 360 by Salesforce is a suite of integrated products that provides a complete view of customers across all touchpoints and interactions. It unifies customer data from various sources, enabling businesses to deliver personalized, connected experiences. By integrating multiple Salesforce products, Customer 360 helps organizations build stronger customer relationships through data-driven insights and seamless engagement across sales, marketing, and customer service.
Centralize the customer experience
To get started with Customer 360 by Salesforce, begin by assessing your current data infrastructure to understand how customer data is currently being collected and utilized. Then, develop a clear strategy for implementing Customer 360, defining how you will integrate your data and leverage Salesforce products to deliver more personalized customer experiences.
Get started today with Customer 360.
Just get started.
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