Data is a company’s most valuable resource. Companies that create exceptional customer experiences make a big difference compared to their competitors. According to McKinsey, companies that invest their resources with a focus on their customers’ experience achieve revenue gains of 5 to 10 per cent and reduce costs by 15 to 25 per cent.
Creating and accessing a database that is sufficiently dynamic and accurate about your customer’s data is therefore vital. This is one of the starting points if you are looking to transform your customers’ experience, and ultimately, your entire business. A well-constituted database should be able to deliver relevant and timely information to your various teams so they can easily (and in real-time) get the reports they need: from understanding your customers and their needs to identifying how they behave with your business, at every touchpoint.
Our experience at EMPAUA tells us that the disparity of data and efficiency are two of the most significant challenges for every company. The lack of a unique platform that unites different types and sets of data in one place, is a pain-point for a lot of businesses, especially those who are growing fast. It is undeniable that today, companies cannot deliver excellent customer service and generate value relationships with their clients without using a reliable CRM (Customer Relationship Management) system.
Salesforce is a CRM system that allows you to create a 360-degree customer view data layer that serves as a source of truth about every interaction your brand has with your customers, giving you the ability to track and identify every point of contact. The benefits of creating a 360 client are to provide an accurate, timely and holistic view of your clients so that the parties involved in your business have the information they need to make key decisions – and in real-time.
To achieve a 360° view of your clients you must think of it as a holistic system of all the internal systems of your organisation. It’s not just about collecting data through the website, forms in your social networks or creating new leads through sales agents, it’s about bringing them together in such a way that they can be easily accessed, automatically updated and reports downloaded in real-time. Now that you have all the data gathered and accessible to your workforce, you need to start thinking about what to do with it, which is why this holistic customer view will help you plan your next steps faster and think smarter.
Check out the success story of DFKP, a company that works closely with its clients and needs to manage a very sophisticated database. The project outcome was the implementation and roll-out of a comprehensive Sales Cloud solution within 1 month.
According to Gartner, fewer than 10 per cent of businesses have this holistic view. And one of the most influential reasons behind this is that gathering data across disparate silos can be a difficult and time-consuming process. However, it’s also about taking it one step at a time, analysing your business needs, identifying points for improvement and creating small projects that allow you to measure and analyse performance. We understand that the fear of change is normal, however, the benefits that this digital transformation brings to your business are vast.
There are 5 telltale signs that your company could benefit from Salesforce Implementation, so would you like to have a customised and free demo with our experts? Understanding the value of Salesforce and the benefits it brings to your business is important for you to make the right decision about your customer platform. Let our experts guide you, hold a customised demo for your business and introduce you to the world’s number one CRM, answering all your questions in real-time.