As an example, one of many Salesforce customer success stories is that of adidas—a global leader in athletic sportswear, shoes, and fashion. We allowed them to better understand their consumers, one shoe buyer at a time. Read how Salesforce helps them put shoppers at the center of its business.
What is Salesforce and how can it help your business?
Salesforce helps break down technology silos in your organization between departments so no matter where they are, employees in marketing, sales, commerce, service, and IT share a single customer view. This enables a deeper understanding of customers on one customer relationship management (CRM) platform.
What is customer success functionality in Salesforce?
Customer Success is a critical part of growing a company and RevOps teams play a huge role in ensuring that the customer’s success is a key tenant of their processes and technology choices. It’s this belief that inspired a recent OpFocus panel on Building Customer Success Functionality in Salesforce.
What is a Salesforce CSM?
Salesforce Customer Success Managers: What’s a CSM? Check out this Q&A with a Salesforce Customer Success Manager — they are trusted advisors with expert knowledge of the Customer 360 platform. For the last 20 years, customer success managers (CSMs) have worked hand in hand with our customers.
What was your experience with Salesforce before joining Salesforce?
I was a Salesforce customer for 10 years prior to joining Salesforce. My experience started with implementing Salesforce at a large enterprise company, and later in a variety of roles, including the ongoing development, optimization, and support of Salesforce.
How does Salesforce do customer success?
What does customer success mean to you? Customer success is when my customers are able to achieve their desired business outcomes by leveraging the platform. It is also the experience they have when they interact with Salesforce as a company. It is knowing they can trust and rely on us to solve their problems.
Is Salesforce a customer success platform?
The Salesforce clouds that make up the Customer Success Platform include the following: The Salesforce Sales Cloud for sales enablement, sales force automation and lead management. The Salesforce Marketing Cloud for marketing automation, customer journey mapping, social marketing and more.
How does Salesforce help with customer service?
Service Cloud by Salesforce is one of the world’s most popular and highly rated customer service software solutions. Whether by phone, web, chat, or email, this customer support software enables agents and customers to quickly connect and solve customer problems.
How does Salesforce improve customer experience?
Salesforce provides a complete customer service solution with easy access to the full details, context, and history of every case and customer interaction.
What is customer success platform?
Customer success software platforms centralize all customer data into an accessible 360-degree view of the customer. The data might include support tickets, product usage, and adoption, downloads, upsells, or other customer signals.
What is Salesforce and why IT is used?
Salesforce is a company that makes cloud-based software designed to help businesses find more prospects, close more deals, and wow customers with amazing service.
Why is Salesforce so important?
Great analytics and business intelligence Salesforce provides valuable insight into how customers behave, respond, and react to marketing campaigns. In addition, it provides information regarding marketing trends, lead generation, and management — all of which help develop better marketing campaigns.
Who is Salesforce biggest customer?
Top 8 Salesforce CustomersBharat Petroleum Corporation Limited (BPCL)Olx India.Godrej Group.Razorpay.Safexpress.Titan Company.ClearTax.redBus.
What are the 3 most important things in customer service?
Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you’re following these guidelines, you’re on the right track.
What is customer experience Salesforce?
Salesforce Makes Personalized, Consistent Digital Customer Experience a Reality. Salesforce, widely recognized as the leader in business CRM, gives organizations the tools they need to connect with online clients and provide a seamless, fast, effective digital customer experience.
Is Salesforce a customer engagement platform?
2. Service Cloud. Service cloud of salesforce is a popular CRM platform for providing better support to customers. It enables users to automate service processes, reorganize workflows and discover main articles, subjects, and experts to support client service representatives.
How do you improve customer experience?
7 ways to improve the customer experienceCreate a clear customer experience vision. … Understand who your customers are. … Create an emotional connection with your customers. … Capture customer feedback in real time. … Use a quality framework for development of your team. … Act upon regular employee feedback.More items…
1. Salesforce TRACKS metrics
Salesforce uses KPIs (Key Performance Indicators) to track customer satisfaction through measuring CSAT and net promoter score. Additionally, it tracks things such as the average handling time and average response time.
2. Salesforce provides FAST customer service
According to the Salesforce Research study “State of the Connected Customer”, which surveyed over 6,700 consumers, “64% of consumers expect companies to respond and interact with them in real-time”. So how does Salesforce improve businesses’ interaction and response time?
3. Salesforce allows PERSONALISATION for each customer
The Salesforce study also concludes that “84% of customers say being treated like a person, not a number, is very important to winning their business” and that customers are “2.1x more likely to view personalised offers as important versus unimportant”.
4. Salesforce provides a platform for COMMUNITY interaction
Another statistic says that “52% of marketers adapt their marketing strategy and tactics based on customer interactions and feedback”. Providing a platform for customers to communicate is essential to find ways to improve their experience and efficiently tailor your marketing strategy for your customers.
Discovery Mapping Lite
Introducing our complimentary new service – Discovery Mapping Programme Lite.
Here are the five business drivers that will continue to accelerate your customer success investment
In How to Differentiate Customer Success From Customer Support, we explore the difference between these two mission-critical functions and how outcomes for customers differ.
1. Demand for improved B2B experiences
How often do you bring your experience expectations from home to work? And how frequently are you disappointed? You’re not alone. B2B customer experience (CX) index ratings significantly lag behind those of B2C, according to McKinsey & Co. B2C companies typically score in the 65% to 85% range, while B2B companies average less than 50%.
2. Need to accelerate embedded customer base growth
According to Altify’s recent Customer Revenue Optimization benchmark study, companies project 58% of their growth in the next 12-18 months will come from existing customers. Existing companies cite experience as the top factor influencing future purchases, according to Gartner.
3. Opportunity to create shared risks and shared Accountability
How often do customers ask your company to put some “skin in the game?” Customer success managers and their clients can develop a shared understanding of the value clients seek and how that value will be measured. At Salesforce, CSMs align with customers to understand their desired outcomes, and they work along with them on their path to success.
4. Discover hidden customer needs
Today’s leaders are bombarded with big data, swamped with surveys, and flooded with feedback. Leaders can easily fall prey to managing “relationships by the numbers,” seeking the stories they want to hear while ignoring mission-critical red flags and opportunities to address customer concerns.
5. Innovate together
Customers want opportunities to disrupt competitors and capture additional market share. Shared innovation is an opportunity to create shared value by providing solutions that meet new needs, unmet needs or existing market needs in unique ways.
Do you have any statistics on churn rates and contact levels at present?
If you do have the statistics they can be invaluable for finding pressure points which need to be addressed. If you don’t then I would advise using your current information, be it stored in data or in people’s heads, to establish the following:
When do your ASC team first contact your customers?
Salesforce has a lot of very powerful mechanisms for helping automate workflow for your ASC team. These can be used to personalise and standardise your process to ensure that you are interacting with your customers exactly how they want to be interacted with. This is an example of the type of workflow we often build in Process Builder:
Do you currently have the concept of a watch list for your accounts?
If you don’t use a Client Watch system at present then this is worth looking at. The general idea is that it gives you a classification of the health of your accounts which can be displayed in reports and in a page component, often with a traffic light style of display.
How does your hand over process work from Sales to ASC?
When determining the process for ASC it is a great time to ensure that they have all the information they need. This could mean automatically creating tasks for meetings with the original sales person or simply ensuring that there is a link on a renewal back to the original Opportunity.
Does ASC only take place if the customer raises a ticket?
It is not unusual, especially in companies without a subscription model, that ASC only takes place if a customer raises a ticket. In this case you will not need to create specific follow up calls or tracking information, but it would be very helpful to ensure that you can see all the information easily and quickly on the Case record.
What reports would you like to have from ASC?
Again this is very personal but definitely worth evaluating as part of the process. I often find the key reports tend to include:
How does Salesforce fit into your Customer Success strategy?
Are there any principles or best practices you lead with given your experience with Salesforce?
How do you position Salesforce as a tool to support your entire client journey?
Before you begin any new project, create alignment on what these processes are going to be. Don’t assume all data will live in Salesforce alone, decide where Salesforce starts and stops.
Why choose Salesforce as a tool for Building Customer Success Functionality over something like Gainsight?
One of our panelists, Joshua Lyons at Infolock, is currently deciding if Salesforce or a Customer Success platform is right for his team. This situation is one that all fast-growing SaaS companies are likely to face at some point, or have already faced in the past.
Where does Salesforce stand up as an opportunity for people to leverage it in terms of Customer Success?
One of the main areas Salesforce shines is providing structure and automation around your processes. The platform takes some of the processes your team already does and automates the manual bits to save your team time and enable them to do more with their customers.
How do we decide what teams should provide input on what the Customer Success journey looks like in Salesforce?
The panelists agree that members of most teams should be involved in deciding this process. Higher Logic brings together leaders in finance, product, sales, Customer Success, IT, and Engineering that meet once a week to discuss this topic. This clear communication ensures every team is on the same page.
What Salesforce tools are available to analyze unused fields?
One tool that Mike recommends to all Customer Success leaders is FieldTrip. This gives you a sense of all the fields in place and how often they’re populated. Unfortunately, this is not a silver bullet for deciding what to keep. For example, a field may always be filled but never used; or a field may display as rarely filled but could just be new.
How do these insights improve my Customer Success Process?
After hearing from this panel you’re thinking one of two things. Either you’re swamped with other projects and this is all too much to think about right now, or this is exactly the kickstart your Customer Success process needs. For those in the latter category, it’s best to start creating internal alignment as soon as possible.
Opportunity 2: Create siloed data architecture unique to the Customer Success team
Customer Success teams have unique data architecture, because the buyer is rarely the end user or support POC.
Opportunity 3: Less manual tracking and nagging
CS account managers should not feel like “naggers in chief.” You can build triggers off the customer lifecycle and automatically send emails when customers hit milestones, pushing them to the next stage. You can also automate email nudges when customers languish in a stage.
Opportunity 4: One universal onboarding experience
So much of a customer’s experience is driven by their account manager’s tenure, and sometimes even the documentation saved to a desktop. The onboarding process is when expectations are highest, but it can really feel slapped together.
Opportunity 5: Marketers can enrich customer stories
Any other marketer simply dread “Gartner survey season”? When you’ve got 14 days to find 75 happy customers across 5 geographies and 5 industries? It’s so hard to find evangelists, and I always feel guilty asking the entire CS team to comb through a spreadsheet.
Opportunity 6: Sales reps are more personal and proactive
By design, most Sales teams aren’t hands-on with existing customers. But it’s a bad look to swing into an inbox every 12 months with a generic renewal contract.
What is Customer 360?
Customer 360 includes apps for marketing, sales, commerce, and service to help propel business forward — plus Slack to connect customers, teams, and partners.
What is the most important thing you can build as a company?
In this customer-powered world, the most important thing you can build as a company is trust. Today’s customers just want to trust they’re getting what they need from you, when and where they need it. They want experiences to be effortless, and they’re loyal to brands they can count on.