Unlocking Customer-Centric Growth using the World’s #1 CRM
Digital transformation is not just a buzzword. It’s a critical need for businesses. As companies and cultures worldwide transition into a digital-first marketplace, seamless online customer experiences have become paramount for any business to survive, and subsequently, thrive. Customers are no longer brand loyal and will go where they get the best experience. Businesses who don’t transform are likely to get left behind. Having a powerful CRM (Customer Relationship Management) platform, that’s focused around digital, has become an essential component of success in business today.
Why is Salesforce the World’s #1 CRM?
Salesforce is not just any CRM that houses client data. It’s a premier platform that allows businesses to build customer-centric relationships by enabling them to connect and interact with customers in a way that caters to their individual needs, allowing for improved experiences and business growth. Salesforce helps companies stay connected to their customers, streamline processes, and improve profitability. Unlocking customer-centric growth by implementing Salesforce ultimately empowers companies to manage relationships through the customer lifecycle, spanning marketing, sales, and customer service.
Salesforce has become the world’s #1 CRM, partially due to the power of having a single source of truth for every customer’s data. Salesforce refers to this valuable feature as “Customer 360” because it connects all of your customers across both online and offline data.
Why does this matter? It matters because the collected data can be utilised for specific strategies within each individual cloud. For example, if part of an organisation needs customer information for a specific purpose within marketing, sales, or service, the ultimate goal becomes successful because everyone on those teams has access to the most accurate, up-to-date data.
The flexibility of the Salesforce platform, and the speed at which companies can use it to enable business transformation, is truly exciting. At makepositive, we’ve seen businesses go from department-centric to customer-centric in a matter of weeks or even days — something that used to take years to achieve.
Enhancing the Entire Customer Journey
At makepositive, we’ve completed more than 1,500 successful Salesforce projects. One of the things we’ve learned is the importance of focusing on the entire customer journey — from the first time they connect with the company, to the first sale, to follow-up service, and beyond. This means companies need to unite the front, middle, and back offices. This is something that Salesforce does exceptionally well by providing a single source of shared data. It’s also able to bring in data from outside the Salesforce system, unifying information that exists on older legacy systems that can’t be immediately replaced.
Helping Employees Do Their Best Work
As all leaders of sustainable businesses will attest, it’s equally as imperative to improve the experiences of employees as those of customers. Much like customers, employees are more willing than ever to switch companies when their needs are not being met. Employees require new technologies to work from home in our ever-changing, digital-first world. Your technology needs to be capable enough to help them collaborate digitally (and efficiently). When your customers and employees are happy, everyone wins.
Accessing the Power of AI
Salesforce offers businesses the power of Einstein, a turnkey AI solution that accelerates decision-making and productivity. Through machine learning and intelligence, it allows you to proactively create better experiences for customers. Einstein can look at thousands of data points from across your organisation to spot trends and make future predictions. For example, if some customers are raising certain complaints that are coming through in service data, you can fix the problem before it becomes a larger issue for your brand.
At makepositive, our objective is not only to build customer satisfaction but to create customer delight. This happens when companies do something positive that a customer doesn’t expect. Einstein helps you identify opportunities to delight, based on previous experiences and learnings from thousands of customers.
The Transformation of B2B
While we often hear about digital transformation in the B2C world, it’s equally important for B2B companies. B2B customers have come to expect the quality of their business experiences to mirror their day-to-day consumer ones.
The leaders at our client Gamma Telecom saw how disjointed and fragmented their internal systems and operations had become after a number of mergers and acquisitions. This led to an overly complicated and inefficient sales process. After using makepositive to guide the way in connecting their disparate systems, Gamma was able to standardise the process and reporting —making them more intuitive for users. This helped drive higher adherence to internal standards.
Take the First Step in Unlocking Customer-Centric Growth
Interested in connecting your teams on a single platform to strengthen customer relationships?
To get the maximum value out of a Salesforce investment, you need a partner who can help shape and co-create a solution that fits the specific needs of your business. makepositive (part of Sabio Group) is a multi-award-winning Platinum Salesforce consulting partner with a team of over 180 experts. The makepositive team has more than 600 Salesforce certifications between them and many years of experience under their belts. We have a wealth of knowledge and experience across the entire Salesforce platform.
Our award-winning customer success approach and our years of experience ensure that your project will be safely and successfully delivered regardless of its size or complexity.
Get in touch to learn more about driving business speed, scale, relevance, and reliance all with the world’s #1 CRM.