Customer Engagement Archives - gettectonic.com

05Aug

Salesforce Digital Engagement Explained

Salesforce digital engagement refers to the interaction between an external consumer or customer and an organization through various online channels. In this insight, we will discuss Digital Engagement and the process of setting it up within the Salesforce platform. Salesforce Digital Engagement aims to involve customers at the right time across diverse digital channels, such as mobile messaging, web chat, social networks, and more, ensuring a seamless service experience. Salesforce Digital Engagement Explained Various Ways to Contact the Company: The Most Critical Aspect During Shopping: The ability to contact via Call, SMS, Social Media, Website, etc., with a focus on quick personalized responses and maintaining data privacy and trust. Digital Engagement emerges as a potent tool for customer engagement through different digital channels like mobile messaging, web chat, WhatsApp, Facebook Messages, and various social networks. Terminology Related to Digital Engagement: Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

August 5, 2023in Salesforce, Salesforce Sales Cloud

21Jul

The Evolution of Salesforce Data Cloud

The Evolution of Salesforce Data Cloud Salesforce’s journey to Data Cloud started with its acquisition of Krux in 2016, which was later rebranded as Salesforce DMP. This transformation gained momentum in 2019 when Salesforce introduced its customer data platform (CDP), incorporating Salesforce DMP. Subsequent acquisitions of Datorama, MuleSoft, Tableau, and Evergage (now Interaction Studio) enriched Salesforce CDP’s functionality, creating today’s robust Data Cloud. Understanding Customer Data Platforms (CDPs) A customer data platform (CDP) aggregates customer data from multiple channels to create a unified customer profile, enabling deeper insights and real-time personalization. A CDP serves as a centralized customer data repository, merging isolated databases from marketing, service, and ecommerce to enable easy access to customer insights. Salesforce’s “State of Marketing” report highlights the impact of CDPs, noting that 78% of high-performing businesses use CDPs, compared to 58% of underperformers. This analysis explores the evolution of CDPs and their role in transforming customer relationship management (CRM) and the broader tech ecosystem, turning customer data into real-time interactions. Key Functions of a Customer Data Platform (CDP) CDPs perform four main functions: data collection, data harmonization, data activation, and data insights. Origins of Customer Data Platforms (CDPs) CDPs evolved as the latest advancement in customer data management, driven by the need for a unified marketing data repository. Unlike earlier tools that were often limited to specific channels, CDPs enable real-time data synchronization and cross-platform engagement. Advances in AI, automation, and machine learning have made this level of segmentation and personalization attainable. The Future of Customer Data Platforms (CDPs) The next generation of CDPs, like Salesforce’s Data Cloud, supports real-time engagement across all organizational functions—sales, service, marketing, and commerce. Data Cloud continuously harmonizes and updates customer data, integrating seamlessly with Salesforce products to process over 100 billion records daily. With Data Cloud, organizations gain: Benefits of a Customer Data Platform (CDP) CDPs provide comprehensive insights into customer interactions, supporting personalization and cross-selling. Beyond segmentation, they serve as user-friendly platforms for audience analysis and data segmentation, simplifying day-to-day data management. Data Cloud allows organizations to transform customer data into personalized, seamless experiences across every customer touchpoint. Leading brands like Ford and L’Oréal utilize Data Cloud to deliver connected, real-time interactions that enhance customer engagement. The Need for Customer Data Platforms (CDPs) CDPs address critical data management challenges by unifying disjointed data sources, resolving customer identities, and enabling seamless segmentation. These capabilities empower companies to maximize the potential of their customer data. CDP vs. CRM CDPs are an evolution of traditional CRM, focusing on real-time, highly personalized interactions. While CRMs store known customer data, CDPs like Data Cloud enable real-time engagement, making it the world’s first real-time CRM by powering Salesforce’s Customer 360. Selecting the Right CDP When choosing a CDP, the focus often falls into two areas: insights and engagement. An insights-oriented CDP prioritizes data integration and management, while an engagement-focused CDP leverages data for real-time personalization. Data Cloud combines both, integrating real-time CDP capabilities to deliver unmatched insights and engagement across digital platforms. Content updated October 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 21, 2023in Data, Mulesoft, Salesforce, Salesforce Data Cloud

14Jul

Salesforce Einstein and Social Studio

The digital era (sometimes considered the third industrial revolution) has transformed the dynamics of customer-business interactions, demanding a proactive approach to customer engagement across diverse channels. Navigating this ever-evolving world is essential for business success, and Social Studio is a valuable asset in this endeavor. Social Studio, in conjunction with Einstein AI, plays a pivotal role in achieving social media success. Recognizing the significance of social media in shaping brand identity and fostering customer relationships, marketers are tasked with maintaining an active and responsive presence across various social media platforms. This challenge is met by Social Studio, offering a centralized hub for comprehensive social media management. This platform facilitates content planning and publication, team collaboration, content approval, audience engagement, and performance analysis. Equipped with advanced scheduling tools, user-friendly content creation features, and customizable approval rules, Social Studio ensures the safeguarding of your brand’s integrity across multiple platforms and messaging. Notably, Social Studio seamlessly integrates with Salesforce Marketing Cloud, providing an all-encompassing solution for efficient social media management. Its capabilities extend to user role management, image classification through Einstein Vision, and process automation using macros. With Social Studio, users gain access to a unified platform for content creation, scheduling, and monitoring, audience interaction, and performance analysis. Whether collaborating within a team or managing multiple accounts, Social Studio streamlines social media efforts, empowering users to achieve their goals. Embrace the advantages of this robust tool for an enhanced social media experience! Social Studio is a one-stop solution to manage, schedule, create, and monitor posts. You can organize posts by brand, region, or multiple teams and individuals in a unified interface. Social Studio offers powerful real-time publishing and engagement. Social Studio offers powerful real-time publishing and engagement platform for content marketers, plus the comprehensive content performance by social network and time frame. A single interface offers a fully customizable team-based collaboration platform that analyzes channel and content performance. Analyze current trends and recommend new content ideas. With Social Studio you can: Social Studio Components Social Studio is made up of these components: Note: Salesforce will sundown Social Studio on November 18, 2024, but some users will lose access before then if their contract expires sooner. Salesforce recommends retrieving your Social Studio data at least 90 days before the Order End Date of your Marketing Cloud Social Studio Product(s) or November 18, 2024, whichever is sooner. The digital, or third industrial revolution is the shift from mechanical and analogue electronic technologies from the Industrial Revolution towards digital electronics which began in the latter half of the 20th century. This was prompted with the adoption and evolution of digital computers. (source) Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 14, 2023in Salesforce Einstein, Salesforce Implementation Services, Salesforce Marketing Cloud

12Jul

Improve CLV With Journey Builder

Enhancing Customer Lifetime Value with Salesforce Journey Builder-Improve CLV With Journey Builder In today’s business landscape, customer experience stands as the cornerstone of loyalty and retention. Delivering an exceptional brand experience is paramount to ensuring customer satisfaction and, consequently, maximizing their lifetime value. Salesforce Journey Builder emerges as a pivotal solution, empowering businesses to automate marketing endeavors, foster cross-channel engagement, and glean invaluable audience insights. By harnessing the unique capabilities of Salesforce Journey Builder, businesses can seamlessly navigate the customer journey, elevating their brand experience to new heights. What is Salesforce Journey Builder? A cornerstone of Salesforce’s Marketing Cloud solution, Journey Builder equips businesses with deep insights into customer behavior, enabling agile adaptation to evolving market dynamics. This versatile tool facilitates personalized customer interactions across diverse channels, including email, social media, mobile, and advertising. Each interaction is meticulously tailored to meet the individual needs of customers, thereby enhancing their journey at every touchpoint. How Does Salesforce Journey Builder Drive Business Success? Salesforce Journey Builder empowers businesses with automation capabilities, enabling swift and accurate responses to customer interactions. By automating engagement, businesses can significantly enhance customer satisfaction, ultimately leading to increased lifetime value. Key Features and Benefits of Salesforce Journey Builder: Maximize Your Customers’ Lifecycle with Salesforce Journey Builder At our Salesforce consulting firm, we recognize that every customer journey is unique. Leveraging the power of Salesforce Journey Builder, we specialize in bespoke, customized implementations tailored to optimize your customers’ lifecycle. Reach out to us today to embark on this transformative journey with Salesforce Journey Builder. Let us partner with you in unlocking the full potential of your customer relationships and driving sustainable business growth. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 12, 2023in Salesforce

01Jul

Understanding Salesforce Field Service

Salesforce Field Service is an expansive addition to Salesforce Service Cloud, offering a 360 degree perspective on workforce management, especially in scenarios where services extend beyond the office or work site into the field. This typically involves mobile employees such as service technicians, alongside service agents, dispatchers, and service managers. Let’s dive into the nuances of Salesforce Field Service, addressing key aspects like its definition, user roles, reporting, scheduling, optimization, and more. Salesforce Field Service is also a popular tool in public sector solutioning. Understanding Salesforce Field Service will help to decide if it is right for your service teams. Understanding Salesforce Field Service: Salesforce Field Service, formerly known as Field Service Lightning (FSL), is an extension of Service Cloud designed to provide a comprehensive workforce management view. It seamlessly manages services delivered in the field, such as a electrical installer arriving to fulfill a customer’s order. Field Service Lightning evolves with each Salesforce release, continually enhancing functionality. Salesforce Field Service enhances customer engagement with real-time personalization, optimization of field teams with a scheduling engine, and access to offline data. Components of Salesforce Field Service: Field Service comprises various components, including Service Appointments, Salesforce Service Cloud integration, Territory and Scheduling functionalities, the Field Service Dispatcher Console, and the Field Service Mobile App for Android and iOS with offline capabilities. A detailed data model diagram illustrates the relationship between Service Cloud and Field Service. Users of Salesforce Field Service: Salesforce Field Service is particularly valuable for organizations with mobile field technicians supporting customers. It excels in scenarios with intricate service delivery involving multiple individuals like dispatchers, field technicians, service agents, and service managers. Each user persona interacts with Salesforce Field Service in distinct ways, utilizing tools like the Dispatcher Console or Field Service Mobile App tailored to their roles. Use Cases for Salesforce Field Service: Field Service proves beneficial in diverse service scenarios, including repairs, maintenance, sales visits, and healthcare care visits. It facilitates efficient coordination among dispatchers, field technicians, service agents, and service managers, streamlining processes and enhancing customer satisfaction. Key Terms in Salesforce Field Service: Understanding key terms such as Work Orders, Service Appointments, Contracts, Entitlements, Work Types, Service Territories, Operating Hours, Resources, and Scheduling Policies is essential. These terms collectively form the foundation of Salesforce Field Service’s robust data model and optimized usability. Scheduling and Optimization: Scheduling in Salesforce Field Service is managed through the Dispatcher Console, empowering dispatchers to make informed decisions. Various methods, from manual to fully automated, enable the creation of service appointments, optimizing resource allocation and ensuring efficient service delivery. Forecasting and Planning: Use real-time data to quickly assess the impact of global or in-day optimization on travel time and resource utilization. Refine scheduling policies, get an instant view of optimization results, and KPI changes. Asset Service Management: Move from reactive to proactive service with real-time asset tracking. Monitor service outcomes and create preventive maintenance plans based on asset use, condition, age, and specific criteria. Service Territory Design: Service Territories, categorized as Primary, Secondary, and Relocation Territories, define where teams can perform work. Well-defined territories are crucial for efficient dispatcher satisfaction, requiring thoughtful initial design and ongoing maintenance. Field Service Mobile App: The Salesforce Field Service Mobile app is essential for on-the-move workforces, offering technicians essential information to optimize job execution. Offline capabilities ensure uninterrupted work, and the Visual Remote Assistant feature enables two-way video and audio communication between agents, technicians, and customers. Slack for Field Service: Empower your mobile workforce with seamless connectivity and timely assistance whenever it is needed. Mobilize for service appoints and tap into the expertise of colleagues throughout the organization with the user-friendly Slack interface. Reporting in Salesforce Field Service: Monitoring service efficiency and success involves leveraging Salesforce reports, list views, and other platform analytics. Work Order List Views and Field Service Report Types provide insights into service call-outs and overall performance. Enabling Field Service Lightning: Setting up Salesforce Field Service involves installing it as a Managed Package, assigning licenses to users, and configuring standard objects like Products, Assets, Service Contracts, and Entitlements. Creating records for Service Territories, Service Resources, and Operating Hours establishes the framework for the service model. Field Service Deployments: Deployments in Salesforce Field Service can be time-consuming due to its reliance on object data. Considerations for complex relational data movement between environments and potential risks, such as resistance to automation, require careful attention. Tectonic, as a Salesforce Consulting Partner, can assist your company in deploying Salesforce Field Service. Salesforce Field Service projects, while intricate, can be highly valuable when executed correctly providing a large ROI. Adequate planning, phased implementations, and a long-term perspective contribute to the success of organizations leveraging the capabilities of Salesforce Field Service. If you are looking for a more robust solution, consider Field Service Plus combining dispatch and technician functionality along with Service Cloud and Sales Cloud. Tectonic looks forward to helping your field service team utilize this Salesforce tool. Tectonic is please to announce Salesforce Service Cloud Implementation Solutions. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 1, 2023in Data, Salesforce, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Salesforce Service Cloud

11Jun

Interaction Studio (Marketing Cloud Personalization)

Marketing Cloud Personalization, a component of Salesforce Marketing Cloud, serves as a real-time personalization and interaction management solution. Formerly known as Interaction Studio, this tool empowers organizations, particularly marketers, to dynamically promote relevant products and services in real-time across various channels such as web, email, and mobile. Website and App Personalization Leverage machine learning and AI to craft personalized experiences across webpages, in-app interfaces, product recommendations, and content. Tailor each customer interaction to drive specific key performance indicators (KPIs), from acquisition to customer retention, utilizing a blend of real-time user behavior and historical customer data. Enhance page personalization with machine learning for elements like banners or pop-ups, and conduct targeting and testing at the pace customers browse, with personalization decisions occurring in milliseconds. AI-Driven Journey Triggers Initiate relevant, real-time experiences guiding customers along their buying journey. Utilize AI-driven decisions to identify the most fitting next engagement, based on real-time customer behavior, historical data, and business-specific datasets such as pricing and inventory. Deliver predefined experiences, such as browsing or cart abandon journeys, while employing real-time customer interactions to determine the appropriate content, channel, or offer. Sales and Service Personalization Integrate real-time engagement data seamlessly into sales and service consoles to enhance customer and prospect interactions. Empower service teams to preempt queries and offer more effective case resolutions by gaining faster access to a customer’s recent interactions across various business touchpoints. Provide sales teams with insights into an account or prospect’s purchase journey, enabling more relevant conversations and offers based on real-time knowledge of content consumed, products viewed, or time spent on your site. Real-Time Affinity Profiling Utilize AI to synthesize in-the-moment intent data and past business engagements, identifying customer affinities, interests, and preferences. Enhance personalization capabilities with a fully customizable affinity graph, mapping and visualizing real-time customer profiles. Develop nuanced perspectives on customers to deliver custom messaging and offers, resulting in higher conversion rates across website, app, and other channels. Open-Time Email Personalization Engage customers with relevant email campaigns using real-time personalization. Deliver timely, customized messages with Open-Time Email Personalization, optimizing emails dynamically at the time of open with changeable sections. Personalize any aspect of the email, including offers, product selection, and general content, based entirely on the real-time understanding of the customer’s journey. AI Automated Offers Enhance the relevance of every customer engagement with Einstein Decisions. Powered by a contextual bandit algorithm, these decisions use real-time and historical profile data alongside predetermined business logic to identify dynamic offers throughout the customer journey. Continuously improve decision-making by feeding new data into Einstein, optimizing future decisions across various dynamic scenarios. Behavioral Data and Analytics Access real-time analytics across key performance indicators, monitoring transactions, responses, conversions, and revenue. Analyze data at the individual, segment, and campaign levels, utilizing dashboards with deep analytics on customer trends across channels and touchpoints to enhance website and app experiences. AI Test and Learn Optimize web and app experiences with A/B and multivariate testing, targeting tests based on real-time, behavioral, contextual, and historical data. Act confidently on results using randomized tests that employ Bayesian modeling to assess confidence levels for both out-of-the-box and custom KPIs. Integrate data to optimize personalization across channels, including the website, mobile app, email, service, and sales interactions. Survey Management Leverage profile data to deliver highly targeted surveys across websites and apps, capturing zero-party data that enriches customer insights. Utilize individual responses to shape subsequent content and improve the effectiveness of different calls to action. Related Products Enhance the effectiveness of your Personalization Studio with related products such as Data Cloud for Marketing, Marketing Cloud Engagement, Marketing Cloud Account Engagement, and Marketing Cloud Intelligence. Marketing Cloud Personalization was previously also known as Evergage. Salesforce bought Evergage for its personalization engine, which predicts marketing offers based on customer history and behavioral data with AI. “They were pretty clear that this is quite separate from their CDP project,” Raab said, adding that Salesforce B2C customers will benefit the most. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 11, 2023in Marketing Automation, Salesforce Marketing Cloud, Salesforce Personalization

07Jun

Salesforce Sales Cloud GPT

What is Salesforce Sales Cloud GPT? Salesforce’s Einstein GPT is a robust AI tool that seamlessly integrates both public and private AI models with CRM data. This unique synergy allows users to articulate natural-language queries directly within the Salesforce CRM environment, resulting in continuously adapted AI-generated content tailored to evolving customer information and requirements. Salesforce Sales Cloud GPT The suite encompasses a suite of powerful Artificial Intelligence (AI) products, including the Einstein service, the workplace-messaging app Slack, and the data analysis software Tableau. Notably, it unveils a compelling array of natural language tools slated for release in 2023, such as Sales GPT for personalized emails, Service GPT for service messages and chatbots, and Marketing GPT for refined audience targeting. Furthermore, the AI Cloud is meticulously crafted to host extensive language models from various providers such as AWS, Anthropic, and Cohere. Salesforce’s commitment to AI startups is further underscored by a substantial $500 million injection into its venture capital fund. Impact on Sales Cloud with AI and EinsteinGPT: Sales Cloud undergoes a transformative impact through AI, notably EinsteinGPT. Anchored in principles of Trust, Security, and Privacy, Salesforce introduces the Einstein Trust Layer within its AI Cloud offering to assuage privacy concerns. This layer ensures adaptability and transparency while upholding stringent standards for data privacy, security, and compliance. EinsteinGPT for Sales Cloud emerges as a game-changing innovation, serving as a personalized assistant within Salesforce CRM to streamline sales processes. Leveraging Generative AI, it transcends mere data analysis by generating novel content, ideas, and approaches. Key features encompass Einstein GPT, Einstein Conversation Insights, and Einstein Relationship Insights. Industries Experience Tangible Impact: Salesforce’s substantial investments in AI are reshaping the landscape of sales and customer engagement. As EinsteinGPT becomes an integral part of the platform, the anticipation of new and innovative use cases signals a significant leap forward in AI accessibility. Tectonic is please to announce our Sales Cloud Implementation Solutions. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 7, 2023in Salesforce Einstein, Salesforce Financial Services Solutions, Salesforce Manufacturing Automotive Energy, Salesforce Public Sector Solutions, Salesforce Sales Cloud

13May

Channels and Tactics Redefine Customer Engagement

In today’s digital era, data is the core of enterprises, transforming actionable insights from a secondary role to a mission-critical element. Channels and Tactics Redefine Customer Engagement for nearly everyone. Marketers are investing heavily in tools and technologies that unify data, enabling brands to create unique customer profiles, automate campaigns, and scale personalized strategies effectively. While customer relationship management (CRM) systems are widely popular, marketers use a variety of tools to maintain relationships throughout the customer lifecycle. Notably, 89% of B2B and B2B2C marketers utilize account-based marketing platforms to conduct targeted campaigns in collaboration with their sales and service teams. To meet the growing demand for data-driven, personalized, and scalable customer experiences, over half of marketers have adopted artificial intelligence (AI). Additionally, 90% use CRM systems, 89% employ account-based marketing platforms, and 62% leverage AI. Marketers are keenly aware of customer trends and are experimenting with new digital channels to connect with their audience. Chief Marketing Officers (CMOs) cite customer preferences and expectations as the primary drivers of digital strategy. Recognizing the dominance of streaming services in the media landscape, marketers are increasingly using TV and over-the-top (OTT) platforms to reach prospects and customers. Video remains a crucial component of the marketing mix, with both pre-produced and livestream videos gaining traction. As customers show a growing preference for online engagement, marketers are leveraging a wide range of interactive and user-generated content to satisfy this demand. Interactive content and livestream videos, in particular, have experienced the most significant annual growth. Channels and Tactics Redefine Customer Engagement and that is not likely to change any time soon. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

May 13, 2023in Marketing Automation, Salesforce Implementation Services, Salesforce Marketing Cloud, Salesforce Optimization, Salesforce Sales Cloud

07Apr

AI Drives Insights

Innovations from Salesforce, HubSpot, and One AI are driving deeper insights and streamlining processes. Key Takeaways: AI is transforming the way businesses operate, and customer relationship management (CRM) is no exception. AI has been influencing the CRM space for years, but its impact is now reaching new heights. By harnessing AI algorithms, modern CRM systems offer predictive analytics and deeper insights, enabling brands to understand their customers on an unprecedented level. Advanced AI-enabled CRMs even incorporate sentiment analysis to gauge customer perceptions and provide automation tools to free marketers from mundane tasks. The global AI market, currently valued at 2.3 billion, continues to expand rapidly. From 2020 to 2022, annual corporate investments in AI startups increased by $5 billion, reflecting the growing demand for AI-driven innovations. As CRM vendors introduce more AI capabilities, it’s important to understand the unique approaches each one takes to differentiate themselves and deliver specific benefits. Salesforce and Einstein GPT: A New Era with OpenAI’s ChatGPT On March 7, 2023, Salesforce introduced Einstein GPT, a generative AI technology integrated into its CRM platform. Combining real-time data from Salesforce’s Data Cloud with OpenAI’s ChatGPT, Einstein GPT allows users to input natural-language prompts to streamline tasks and decision-making. Salesforce has long invested in AI. In 2017, it launched its Einstein AI as part of Service Cloud. By 2019, Salesforce had partnered with OpenAI to explore AI research and integrate advanced models into its ecosystem. The acquisition of Slack in 2020 further strengthened its AI capabilities by incorporating advanced messaging and communication tools into the CRM environment. Marc Benioff, CEO of Salesforce, highlighted the significance of AI’s growth: “The world is experiencing one of the most profound technological shifts with real-time technologies and generative AI. This comes at a pivotal moment as every company is focused on connecting with their customers in more intelligent, automated, and personalized ways.” Einstein GPT is set to transform customer engagement, with applications across Salesforce’s various platforms, including Tableau, MuleSoft, and Slack. HubSpot CRM: AI-Powered Content Assistant A day before Salesforce’s AI announcement, HubSpot revealed its own AI-powered features: the Content Assistant and ChatSpot.ai. These tools aim to enhance CRM users’ productivity while creating stronger connections with customers. HubSpot’s Content Assistant helps marketing and sales teams ideate, create, and share content through generative AI capabilities. It can suggest blog titles, create content outlines, and assist with crafting content for blogs, emails, landing pages, and websites. ChatSpot.ai, on the other hand, offers a natural-language chat experience to simplify CRM tasks for HubSpot users. HubSpot has also invested in AI for other functions, including conversation intelligence, data enrichment, predictive analytics, and content optimization, solidifying its position in the AI-driven CRM landscape. With AI advancements from companies like Salesforce, HubSpot, and One AI, the future of CRM is poised for enhanced efficiency, automation, and personalized customer interactions. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

April 7, 2023in Generative AI, Mulesoft, Salesforce

21Mar

Salesforce Solutions

Over time, innovation becomes the cornerstone of organizational growth, unlocking new opportunities. A crucial element in seizing these opportunities is automating and scaling operations with robust solutions. Harnessing Salesforce for Optimal Process Design and Customer Experiences Several factors can impede organizational growth, including strategy, culture, talent, and go-to-market channels. It’s vital to ensure that the tools used by the enterprise do not contribute to these limitations. Salesforce, renowned for its top-tier CRM solutions, is the preferred choice of high-performance companies due to its customer-centric approach, robust features, flexibility, and scalability. This cloud-based CRM platform surpasses traditional sales, customer service, and marketing functions. Successful companies integrate Salesforce as their core enterprise software, combining various CRM tools seamlessly with critical systems like accounting software and ERPs. With over 150,000 businesses worldwide relying on its scalable cloud-based platform, Salesforce significantly impacts business growth. How exactly does Salesforce influence your business growth? If your company utilizes Salesforce solutions, you’re constantly seeking ways to maximize its potential. A closer examination of this CRM platform unveils features that facilitate the establishment of strong customer relationships, foster collaboration across departments, and deliver exceptional customer experiences. Interested in optimizing your business processes with Salesforce? Keep reading! Salesforce Solutions for Streamlined Business Processes Thriving businesses place a premium on providing seamless and intuitive customer experiences. It’s vital to optimize business processes to meet customer demands at scale to uphold competitiveness and profitability. Yet, achieving this optimization is not without its challenges. Customer behaviors evolve with technological advancements and cultural shifts. Without integrated 360-degree customer experiences and customer service ingrained in business processes, scaling to the next level becomes a daunting task. While many companies collect customer interaction data, they often lack the algorithms to effectively utilize and process this data for deep customer insights. Salesforce, often praised as a “super CRM,” not only enables robust integration and analytics insights across all data formats but also empowers organizations to drive business growth. For instance, Salesforce offers significant benefits to the sales department. Sales processes have evolved, demanding high levels of personalization and customization. Savvy organizations utilize Salesforce to establish structured sales processes that encompass every customer touchpoint. By prioritizing the customer, Salesforce helps businesses cultivate mutually beneficial relationships, a core objective. Given the need for a unified system, Salesforce is a preferred choice for connecting functional areas like sales, customer service, marketing, and overall business management, providing a comprehensive 360-degree view of customers. Here’s how Salesforce products can enhance your business processes: Effective Sales Strategy and Customer Retention While many companies focus on using Salesforce solutions for lead acquisition, retaining customers and increasing their Customer Lifetime Value is equally important. Salesforce offers various products to support customer retention: Employees obtain a holistic perspective of each customer, enhancing decision-making and service delivery through insights from their interaction history. Comprehensive customer views support the development of effective strategies and tactics for customer interactions and content creation. Automations, tasks, and reminders can be deployed to initiate actions or nurturing campaigns when customers have not made purchases recently. Salesforce’s data aggregation capabilities and flexible architecture enable customization to address sales and retention requirements. Over time, accumulated data yields profound insights into customer behavior and the efficiency of sales initiatives, facilitating continuous optimization. Employee Productivity Adopting the right technology is pivotal for success. Aside from strengthening customer relationships, Salesforce solutions enhance business progression by: By substituting manual data entry with a user-friendly, cloud-based platform boasting robust data storage, tedious tasks are streamlined. Automated reminders and tasks tailored to lead and opportunity stages lessen managerial supervision. This automation liberates employees’ time, allowing for increased focus on customer interactions and closing deals. Additionally, seamless information access and idea exchange among team members foster collaboration and superior customer service. In essence, Salesforce products empower companies to operate more intelligently through data-driven insights, automated workflows, and elevated customer service, thereby fueling business growth. Scaling Your Business with Premier Salesforce Products Salesforce stands out as a market leader in enterprise SaaS technology and solutions, offering a comprehensive ecosystem to support various business aspects, from sales and marketing to customer service, and beyond. Specialized Salesforce solutions are designed to meet the unique needs of various industries, including manufacturing, high-tech, SaaS, finance, nonprofits, and more. By allowing departments to collaborate and share data, Salesforce promotes efficiency, fosters economies of scale, and breaks down silos between departments. Leveraging Salesforce to its maximum capability enhances user experience and provides personalized customer service seamlessly. Customizable reports facilitate real-time trend analysis and informed decision-making, enabling businesses to maintain a competitive edge. At Tectonic, our team of Salesforce consultants help clients adopt an integrated approach, aligning Salesforce optimization with business strategy and objectives to achieve efficiency, growth, and scalability. Some of the top Salesforce solutions we provide for our clients include: Salesforce Personalization: Creates amazing customer experiences combining real-time data with scalable personalization across platforms. Salesforce Sales Cloud: Enhances sales team productivity, automates tasks, provides real-time sales visibility, and supports scalable sales and business growth. Salesforce Service Cloud: Delivers seamless customer experiences, streamlines service operations, and empowers service agents with tools for efficient customer service delivery. Salesforce Marketing Cloud: Enables personalized marketing campaigns, audience segmentation, and real-time analytics to drive customer engagement and brand loyalty. Salesforce Account Engagement: Leverages powerful customer engagement for B2B companies with great marketing analytics. By leveraging Salesforce solutions tailored to their specific industry needs, businesses can streamline operations, enhance customer experiences, and achieve sustainable growth. Whether you’re in manufacturing, high-tech, financial services, or the nonprofit sector, Salesforce offers solutions to address your unique challenges and drive success. Tectonic is pleased to announce Salesforce Implementation Solutions – to get you started with Salesforce fast. Content updated May 2024. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce

March 21, 2023in Data, Enterprise, Salesforce, Salesforce Marketing Cloud, Salesforce Optimization, Salesforce Personalization, Salesforce Sales Cloud, Salesforce Service Cloud, Snowflake, Technology

22Feb

Salesforce Loyalty Program Explained

Loyalty Management enables you to customize programs that precisely align with the unique needs of your business and customer base. Salesforce, equipped with a flexible platform, aids businesses in reimagining their loyalty strategies. The Salesforce Loyalty Cloud empowers businesses across various industries to effortlessly build intelligent loyalty programs without the need for coding. These programs incentivize customers to engage more with the brand, fostering repeat business. Salesforce Loyalty Program Explained. Unleash the full potential of your Customer Loyalty platform through impactful features: The centralized program management feature allows you to configure loyalty programs tailored to your needs, activate segments across channels quickly, and iterate based on results. Improved customer engagement uses behavior analysis to optimize experiences across web and mobile, tailoring them to individual users. Cross-industry partnerships provide customers with more options, and fast time-to-market for referral promotions is facilitated through a guided setup wizard. Identifying brand advocates and implementing AI-powered referral programs with predictive dashboards enhance program impact. Personalizing promotions based on member data and utilizing predictive performance insights maximize engagement and ROI. A single customer view connects loyalty across the customer experience, triggering marketing journeys and providing insights for enhanced interactions. Elevate your loyalty initiatives, engage customers effectively, and drive business growth with the robust capabilities of the Customer Loyalty platform and the expert guidance from Tectonic. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

February 22, 2023in Data, Salesforce, Snowflake

18Jan

Key Components of Salesforce Data Cloud

Salesforce Data Cloud organizes and unifies data across Salesforce and other external data sources. After ingestion, it can drive personalization and engagement. Components of Salesforce Data Cloud to explore. Data Cloud expands Salesforce capabilities by using the best pieces of the developer-friendly Salesforce Platform and adding a highly scalable infrastructure. Data Cloud is an evolution of Customer Data Platform—which was originally designed for marketers but now caters to broader use cases beyond marketing. The magic of Data Cloud is in creating experiences that wow customers. Key features and components of Salesforce Data Cloud include: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

January 18, 2023in Salesforce Data Cloud

06Nov

What is Personalization?

Understanding Personalization in Marketing At its core, personalization can be categorized into two main aspects: personalization for marketing and personalization for communication. This insight will delve into the realm of personalization for marketing, with a forthcoming discussion on personalization for communication. Marketing personalization is a strategy that uses data to target and retarget leads with a branded message that speak directly to specific customers’ interests, demographics, and known buying behavior. Marketing personalization is becoming increasingly expected by consumers. Customer Expectations Beyond meeting customer expectations, there’s a compelling business incentive behind utilizing personalization. When a significant portion of revenue (50%) stems from the top 10% of customers, and 90% of revenue originates from the top 20%, the imperative becomes clear—to retain and find more customers like the top performers. Personalization emerges as a potent tool, enabling the creation of tailored experiences that resonate with customers on an individual level, fostering enduring relationships with your brand. While the buzz around personalization might suggest it as the ultimate goal, it’s crucial to recognize it as an important means to an end. At its fundamental level, personalization involves utilizing customer data to make interactions more pertinent to them. Achieving personalization at scale requires a comprehensive understanding of all aspects related to your customers. Everywhere one looks, brands are embracing personalization, be it in targeted social media ads or the personalized greetings from the local coffee shop barista. Customers now expect personalized experiences, and recent technological advancements have expanded the horizons of where and how personalization can be implemented. Whether it’s through social media, website interactions, or email communication, audiences anticipate personalized experiences that make them feel valued. In a study, 71% of consumers expressed the expectation of personalized interactions, and 76% admitted frustration when this expectation isn’t met. Incorporating personalization into your marketing strategy is not just a trend but a necessity for enhancing customer engagement and driving conversions. Before delving into its implementation, understanding what marketing personalization entails is vital. What is Marketing Personalization? Marketing personalization is a strategic approach that leverages data to target and retarget leads with brand messages tailored to specific customers’ interests, demographics, and buying behavior. The goal is to make customers feel that the brand message is crafted exclusively for them, often referred to as one-to-one or individual marketing. Notable companies like Netflix, Amazon, and YouTube employ personalization through algorithms to automate product and content recommendations based on user behavior. This extends beyond digital channels, impacting customer loyalty in physical establishments such as hotels, cafes, or salons. Importance of Personalization The primary reason for adopting marketing personalization is meeting customer expectations. It is the difference between customers feeling directly addressed versus being just a number among the 1,700 advertisements they encounter monthly. Whether implementing personalization in specific aspects or transforming the entire marketing plan, businesses stand to gain in several ways: Marketing Personalization Trends Keeping up with evolving trends is crucial for effective marketing personalization: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

November 6, 2022in Data, Salesforce, Salesforce Personalization

03Sep

Exploring Salesforce Journey Builder

Exploring Salesforce Journey Builder Salesforce Journey Builder, a feature within Salesforce Marketing Cloud, is designed to give marketers a comprehensive view of customer interactions across multiple channels, including email, mobile, and social ads. It enables the creation and automation of personalized customer journeys that can be tailored based on specific behaviors, preferences, and demographics. Key Features of Journey Builder Types of Customer Journeys Journey Builder supports various journey types, offering flexibility in campaign design: Benefits of Using Journey Builder Connecting Marketing Cloud Journeys to Salesforce To link Marketing Cloud journeys with Salesforce campaigns, navigate to the relevant campaign in Salesforce, then select “Connect Campaign” from the Campaign Messages component. From there, choose the appropriate Marketing Cloud business unit and select an active journey. Differentiating Journey Builder from Other Salesforce Tools Conclusion Salesforce Journey Builder empowers marketers to automate and personalize customer journeys across various channels. By leveraging its capabilities, organizations can boost customer engagement, drive conversions, and remain agile in response to evolving market trends. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

September 3, 2022in Data, Salesforce, Salesforce Marketing Cloud

31Aug

Marketing Cloud Admins

Salesforce Marketing Cloud Administrators play a key role in ensuring the success of an organization’s marketing efforts. Their responsibilities span system configuration, data management, campaign development, and execution. These professionals need a blend of technical expertise, strategic thinking, and keen attention to detail to effectively manage and optimize the Marketing Cloud environment. System Configuration and AdministrationMarketing Cloud Admins are responsible for setting up and configuring user accounts, defining roles and permissions, and customizing the system to meet specific organizational needs. They stay current on Salesforce updates, conducting system audits to maintain security and performance. Admins also oversee platform customization, aligning it with business goals. Data Management and SegmentationEffective data management is crucial for personalized marketing. Admins manage data imports, exports, and integration with other systems, ensuring data cleanliness and compliance with privacy regulations. They create audience segments based on specific criteria to enable targeted campaigns. Campaign Development and ExecutionAdmins work closely with marketing teams to develop and execute email, SMS, and social media campaigns. They set up customer journeys, implement automation, and ensure campaigns are delivered as planned. Monitoring performance and analyzing metrics allows admins to optimize campaigns and provide insights for future strategies. Integration and AutomationAdmins integrate Marketing Cloud with CRM systems, e-commerce platforms, and third-party apps. They streamline workflows by automating processes through tools like Journey Builder and Automation Studio, ensuring data consistency and efficiency. Troubleshooting and SupportAdmins provide technical support and troubleshoot issues related to system errors, data synchronization, and campaign delivery. They collaborate with Salesforce support to resolve complex problems, ensuring smooth operations and minimal downtime. Training and DocumentationTraining users on Marketing Cloud tools and developing comprehensive documentation are also key responsibilities. Admins ensure users are well-versed in the platform’s features and best practices, helping maintain consistent performance across teams. Monitoring and ReportingAdmins track key performance indicators (KPIs) and generate reports to analyze campaign success. By using tools like Analytics Builder, they offer data-driven insights that help improve marketing strategies and align them with business objectives. Skills Required for Salesforce Marketing Cloud AdminsAdmins must have strong technical aptitude, familiarity with Salesforce tools like Email Studio and Journey Builder, and proficiency in SQL, HTML, and APIs for system integration. Problem-solving skills are critical for diagnosing and resolving issues, and data management expertise is essential for organizing and analyzing marketing data. FAQs: If you are in need of Marketing Cloud assistance, contact Tectonic today. Content updated September 2024. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

August 31, 2022in Salesforce Implementation Services, Salesforce Marketing Automation, Salesforce Marketing Cloud

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