Customer Lifetime Value Archives - gettectonic.com
salesforce agentforce rapid deployment
14Jan

Agentforce: Your Partner in Seamless Customer Experiences

Building Deeper Customer Relationships with Agentforce In today’s competitive landscape, building meaningful relationships with customers is no longer optional—it’s essential. Customers expect brands to know them, anticipate their needs, and deliver seamless, personalized experiences across every interaction. While data and AI have the potential to help marketers achieve these goals, many organizations struggle to realize their full potential. In fact, only 32% of marketers report being completely satisfied with how they use customer data to create relevant experiences, according to our State of Marketing report. So, how can marketers close this gap? Meet Agentforce—a proactive, autonomous application designed to provide specialized, always-on support for employees and customers alike. With Agentforce, marketers can strengthen relationships through personalized conversations, proactive engagement, and seamless customer experiences. 1. Automate Personalized, Two-Way Conversations on WhatsApp Interacting one-on-one with every customer responding to a promotional campaign on WhatsApp has historically been a challenge. Limited chatbot capabilities or a complete lack of response options often resulted in missed opportunities. Agentforce changes the game by introducing a customer-facing AI agent that acts as a personal concierge directly within WhatsApp. Imagine a customer receiving an exclusive offer for a product they’ve shown interest in. They reply with a question, and the agent instantly provides tailored product recommendations, current promotions, or details about complementary products. If the customer decides to make a purchase, the agent guides them through the entire checkout process—from completing the transaction to sending real-time order updates. For more complex needs, the agent seamlessly transfers the conversation to a human service representative, ensuring continuity. Why it matters: This approach not only increases conversions but also builds customer satisfaction and loyalty through timely, relevant responses. By reducing the workload on support teams, Agentforce delivers a consistent brand experience that feels personal and effortless. 2. Create Personalized Agendas for Event Attendees Events are powerful tools for fostering customer connections and delivering value. However, ensuring attendees find the most relevant sessions and resources can be daunting. Self-guided experiences often result in missed opportunities or abandoned registrations. Agentforce for Marketing solves this by providing personalized, 1:1 assistance to every visitor on your event website. The agent recommends sessions based on visitor interests and helps attendees create personalized agendas. Leveraging past attendance and engagement data, Agentforce curates agendas tailored to each attendee’s priorities, from keynote presentations to breakout sessions. For repeat attendees, it suggests new content based on their history, completing the registration process with their customized agenda. Why it matters: Personalized agendas enhance the event experience, leading to higher satisfaction and loyalty. By making the registration journey seamless, Agentforce reduces bounce rates and builds long-term engagement with your events. 3. Capture and Qualify Leads Effortlessly on Your Website Visitors often abandon self-guided website experiences before converting into leads. With Agentforce, you can proactively engage them by providing tailored product recommendations, exclusive content offers, and opportunities to share contact information. Depending on visitor behavior, the agent might suggest gated assets like case studies or demo videos—or even register them for an event or webinar. For highly engaged prospects, the agent can schedule follow-up meetings with sales reps, ensuring visitors receive immediate value without friction. Why it matters: Automated lead capture accelerates qualification and increases conversions. By guiding visitors to the right solutions and reducing friction, Agentforce nurtures leads naturally, creating higher-quality opportunities and loyal customers. 4. Improve Customer Journeys with Intelligent Reprioritization Balancing customer engagement with respect for their communication preferences is critical. Before customers hit their communication limit, Agentforce can dynamically reprioritize their journey based on both their interests and your business goals. For example, if a customer is close to their communication cap, the agent can prioritize sending a VIP event invitation or product announcement over less relevant messages. This ensures high-value content is delivered at the right time, without overwhelming the customer. Why it matters: Intelligent reprioritization improves conversion rates, reduces unsubscribe rates, and strengthens customer relationships. By ensuring every interaction is timely and relevant, Agentforce helps keep customers engaged without feeling inundated. 5. Reduce Churn with Proactive, Personalized Promotions Retaining customers is just as important as acquiring new ones. Agentforce can identify at-risk customers using churn indicators—such as low engagement or declining purchase frequency—and automatically send tailored promotions. For instance, if a customer’s churn score nears a threshold, the agent can proactively offer a loyalty discount or renewal incentive. It can guide the customer through the redemption process, rekindling their interest before they decide to leave. Why it matters: Proactive retention strategies powered by AI increase customer lifetime value, reduce churn, and foster loyalty. With minimal effort, Agentforce ensures that marketers stay connected to customers who might otherwise disengage. Agentforce: Your Partner in Seamless Customer Experiences More than just an automation tool, Agentforce is an essential partner for delivering the personalized experiences your customers expect. By implementing these use cases, marketers can: Ready to take your marketing strategy to the next level? With Agentforce, meaningful customer relationships are within reach. 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

Read More
January 14, 2025in Agentforce Platform, Agentic AI, Data0 Comments

The Subscription Economy

The Subscription Economy: A $1.5 Trillion Opportunity by 2025The subscription economy has expanded by 435% over the last decade and is projected to reach a staggering $1.5 trillion market size by 2025, cementing its status as a dominant business model. Companies leveraging subscription and servitization strategies are unlocking consistent revenue streams and delivering tailored services that foster customer loyalty and satisfaction. The Challenge of Managing RenewalsWhile the subscription economy thrives, managing renewals effectively remains a critical challenge. Without a robust system, businesses risk: This is where Salesforce CPQ (Configure, Price, Quote) becomes essential. It not only automates the renewal process but also empowers businesses to deliver accurate, timely, and personalized renewal experiences. The Role of Salesforce CPQ in Renewal ManagementSalesforce CPQ streamlines the renewal process by automating workflows, ensuring pricing accuracy, and creating personalized customer experiences. Key benefits include: With Salesforce CPQ, renewals become a strategic opportunity to retain customers, drive revenue growth, and deliver exceptional service. The Importance of Renewal Metrics Tracking the right renewal metrics is crucial for understanding performance and identifying areas for improvement. These metrics provide actionable insights that drive better customer retention and revenue growth. 1. Renewal Rate 2. Churn Rate 3. Renewal Revenue 4. Net Revenue Retention (NRR) 5. Customer Lifetime Value (CLV) 6. Time to Renewal (TTR) 7. Renewal Upsell Rate 8. Renewal Discount Utilization Enhancing Renewal Metrics with Salesforce CPQ Salesforce CPQ transforms how you track and manage renewal metrics through automation, analytics, and workflow optimization. Here’s how: 1. Automate Renewal Tracking 2. Enhance Reporting and Analytics 3. Optimize Workflows 4. Analyze and Improve 5. Train and Support Teams Conclusion Salesforce CPQ revolutionizes renewal management by automating processes, reducing errors, and delivering actionable insights through renewal metrics. By implementing these tools and strategies, you can improve customer retention, increase revenue, and build stronger customer relationships. Whether managing hundreds or thousands of renewals, Salesforce CPQ ensures your business stays ahead with precision and care. 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

Read More
January 2, 2025in Data, Enterprise, Salesforce, Salesforce CPQ0 Comments
AI FOMO
26Oct

AI FOMO

Enterprise interest in artificial intelligence has surged in the past two years, with boardroom discussions centered on how to capitalize on AI advancements before competitors do. Generative AI has been a particular focus for executives since the launch of ChatGPT in November 2022, followed by other major product releases like Amazon’s Bedrock, Google’s Gemini, Meta’s Llama, and a host of SaaS tools incorporating the technology. However, the initial rush driven by fear of missing out (FOMO) is beginning to fade. Business and tech leaders are now shifting their attention from experimentation to more practical concerns: How can AI generate revenue? This question will grow in importance as pilot AI projects move into production, raising expectations for financial returns. Using AI to Increase Revenue AI’s potential to drive revenue will be a critical factor in determining how quickly organizations adopt the technology and how willing they are to invest further. Here are 10 ways businesses can harness AI to boost revenue: 1. Boost Sales AI-powered virtual assistants and chatbots can help increase sales. For example, Ikea’s generative AI tool assists customers in designing their living spaces while shopping for furniture. Similarly, jewelry insurance company BriteCo launched a GenAI chatbot that reduced chat abandonment rates, leading to more successful customer interactions and potentially higher sales. A TechTarget survey revealed that AI-powered customer-facing tools like chatbots are among the top investments for IT leaders. 2. Reduce Customer Churn AI helps businesses retain clients, reducing revenue loss and improving customer lifetime value. By analyzing historical data, AI can profile customer attributes and identify accounts at risk of leaving. AI can then assist in personalizing customer experiences, decreasing churn and fostering loyalty. 3. Enhance Recommendation Engines AI algorithms can analyze customer data to offer personalized product recommendations. This drives cross-selling and upselling opportunities, boosting revenue. For instance, Meta’s AI-powered recommendation engine has increased user engagement across its platforms, attracting more advertisers. 4. Accelerate Marketing Strategies While marketing doesn’t directly generate revenue, it fuels the sales pipeline. Generative AI can quickly produce personalized content, such as newsletters and ads, tailored to customer interests. Gartner predicts that by 2025, 30% of outbound marketing messages will be AI-generated, up from less than 2% in 2022. 5. Detect Fraud AI is instrumental in detecting fraudulent activities, helping businesses preserve revenue. Financial firms like Capital One use machine learning to detect anomalies and prevent credit card fraud, while e-commerce companies leverage AI to flag fraudulent orders. 6. Reinvent Business Processes AI can transform entire business processes, unlocking new revenue streams. For example, Accenture’s 2024 report highlighted an insurance company that expects a 10% revenue boost after retooling its underwriting workflow with AI. In healthcare, AI could streamline revenue cycle management, speeding up reimbursement processes. 7. Develop New Products and Services AI accelerates product development, particularly in industries like pharmaceuticals, where it assists in drug discovery. AI tools also speed up the delivery of digital products, as seen with companies like Ally Financial and ServiceNow, which have reduced software development times by 20% or more. 8. Provide Predictive Maintenance AI-driven predictive maintenance helps prevent costly equipment downtime in industries like manufacturing and fleet management. By identifying equipment on the brink of failure, AI allows companies to schedule repairs and avoid revenue loss from operational disruptions. 9. Improve Forecasting AI’s predictive capabilities enhance planning and forecasting. By analyzing historical and real-time data, AI can predict product demand and customer behavior, enabling businesses to optimize inventory levels and ensure product availability for ready-to-buy customers. 10. Optimize Pricing AI can dynamically adjust prices based on factors like demand shifts and competitor pricing. Reinforcement learning algorithms allow businesses to optimize pricing in real time, ensuring they maximize revenue even as market conditions change. Keeping ROI in Focus While AI offers numerous ways to generate new revenue streams, it also introduces costs in development, infrastructure, and operations—some of which may not be immediately apparent. For instance, research from McKinsey & Company shows that GenAI models account for only 15% of a project’s total cost, with additional expenses related to change management and data preparation often overlooked. To make the most of AI, organizations should prioritize use cases with a clear return on investment (ROI) and postpone those that don’t justify the expense. A focus on ROI ensures that AI deployments align with business goals and contribute to sustainable revenue 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

Read More
October 26, 2024in Generative AI
Salesforce Rollups
16Aug

Salesforce Rollups

70% of Sales Teams Rely on CRM Systems, but 43% Struggle with Data Management—Here’s a Solution CRM platforms like Salesforce have become indispensable tools for modern sales teams aiming to optimize workflows and gain critical insights. Despite their importance, many teams still face challenges with data management, often due to the sheer volume of data that must be processed, organized, and analyzed. This growing need for streamlined data management has paved the way for innovative solutions like automated rollups in Salesforce. Ksolves has developed RollUp Magic, a one-stop solution for seamless Salesforce data management. Why RollUp Magic? RollUp Magic is designed to enhance the efficiency and effectiveness of sales teams by automating the calculation of rollup summaries based on specific criteria. This tool significantly reduces the burden of manual data handling, providing instant access to key metrics and ensuring the power of CRM systems is fully realized. In this insight, we’ll explore how RollUp Magic works, its key features, and how it can boost the efficiency of your sales team. Introduction to Automated Rollups Automated rollups in Salesforce aggregate data across related records without manual intervention, continuously updating key metrics like sums, averages, or counts. This automation not only saves time but also ensures consistency and accuracy in reporting, empowering organizations to make decisions based on the most current data. Manual vs. Automated Rollups Manual Rollups: Automated Rollups: Automated rollups offer a more efficient, accurate, and reliable way to manage and analyze Salesforce data compared to manual methods. Benefits of Automated Rollups for Sales Teams RollUp Magic: The Ultimate Tool for Automated Data Insights RollUp Magic simplifies and automates the data rollup process in Salesforce, allowing businesses to create custom rollups for any data, including lookup relationships. Here’s how RollUp Magic enhances Salesforce capabilities: Key Features of RollUp Magic for Sales Teams Metrics Sales Teams Can Track with RollUp Magic Conclusion Investing in Salesforce automation is a strategic move for any sales team. As industries move towards modern practices, Ksolves’ RollUp Magic emerges as a crucial tool, enabling teams to create rollup summaries for objects with lookup relationships, overcoming the limitations of standard fields. By leveraging Salesforce, sales teams can streamline workflows, enhance cross-department collaboration, and deliver exceptional client experiences. From optimizing deal forecasting to ensuring compliance, Salesforce equips sales professionals with the tools needed to succeed in a rapidly evolving marketplace. 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

Read More
August 16, 2024in Salesforce
Data Cloud Features and Connectors
27Jun

Data Cloud Features and Connectors

Leveraging New Features and Connectors in Salesforce’s Data Cloud Salesforce’s Data Cloud is rapidly evolving with continuous updates and new functionalities, including AI advancements. Keeping pace with these changes can be challenging. This insight explores the latest features and how to effectively utilize them to enhance your Salesforce environment. Data Cloud Features and Connectors. Are CDP and data Cloud the same? Data Cloud is more than just your traditional CDP. It’s the only data platform native to the world’s #1 AI CRM. This means that marketers can quickly access and easily action on unified data – from across the entire business – to drive growth and increase customer lifetime value. Introducing the Feature Manager The Winter ‘24 update introduced the Feature Manager, a powerful tool that simplifies managing Data Cloud’s features. It allows you to easily enable, disable, and monitor AI and beta features within the platform. Where to Find It You can find the Feature Manager in the navigation pane under the Features section, providing a centralized and intuitive way to manage your Data Cloud capabilities. Enable Data Cloud Features Using the Feature Manager, you can enable Data Cloud features. This screen is visible only when there are one or more features to enable or disable. Advantages of Enabling Beta Features One standout capability of the Feature Manager is its support for enabling beta versions of connectors and AI features. Here’s why you should consider using beta features: Early Access to Innovations Beta features give you early access to the latest tools, allowing you to experiment with new functionalities before their official release. This can provide a competitive edge and enhance your Salesforce environment. Feedback and Influence Using beta features allows you to provide valuable feedback to Salesforce, helping shape the final versions of these tools. This feedback loop ensures that the features are refined to meet user needs. How to Enable Beta Features Enable and Disable Data Cloud AI and Beta Features with Feature Manager Easily enable, disable, and monitor Data Cloud AI and beta features using the new Feature Manager, found in the navigation pane under Features. Where: This change applies to Data Cloud in Developer, Enterprise, Performance, and Unlimited editions. Steps to Enable Beta Features: Real-World Example: Adobe Marketo Connector A prime example of a beta feature available in the Winter ’24 release is the Adobe Marketo connector. This connector is currently in beta, allowing users to enable and test it through the Feature Manager. Steps to Enable the Adobe Marketo Connector By enabling and testing this connector, you can explore its functionalities and see how it integrates with your existing Salesforce setup. Staying Updated with Salesforce Data Cloud Keeping up with the latest features in Salesforce Data Cloud doesn’t have to be overwhelming. With tools like the Feature Manager, you can easily manage, enable, and experiment with new features and connectors, including those currently in beta. This not only keeps you at the forefront of innovation but also allows you to directly influence the development of these tools. Dive in, utilize the new capabilities, and make the most of what Salesforce Data Cloud has to offer. 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

Read More
June 27, 2024in Salesforce Data Cloud
Understanding and Growing Your Monthly Recurring Revenue
11Jun

Understanding and Growing Your Monthly Recurring Revenue

Understanding and Growing Your Monthly Recurring Revenue (MRR) Monthly Recurring Revenue (MRR) is a vital metric for subscription-based and managed services businesses. It indicates whether your business is growing or shrinking and is crucial for making strategic decisions. Understanding and Growing Your Monthly Recurring Revenue is a key to building, monitoring, and exploding your pipeline. What is Monthly Recurring Revenue (MRR)? While revenue represents your company’s total income, MRR is the predicted monthly revenue from active subscriptions. It includes all recurring charges such as subscriptions, service retainers, promos, discounts, and add-ons, but excludes one-time fees. Why is MRR Important? MRR provides insights into financial performance, growth potential, churn, and customer value. It is essential for strategic planning and investor relations. Benefits of Calculating MRR: Types of MRR: How to Calculate MRR: The basic formula for MRR is: MRR=Number of active accounts×Average monthly revenue per accounttext{MRR} = text{Number of active accounts} times text{Average monthly revenue per account}MRR=Number of active accounts×Average monthly revenue per account Steps to Calculate MRR: Example Calculation: MRR=(100×$50)+(50×$100)=$5,000+$5,000=$10,000text{MRR} = (100 times $50) + (50 times $100) = $5,000 + $5,000 = $10,000MRR=(100×$50)+(50×$100)=$5,000+$5,000=$10,000 So, the MRR for that month would be $10,000. Advanced MRR Calculations: Growing Your MRR: MRR is a crucial metric for understanding your customers, finances, and growth potential. By tracking and managing MRR, you can make informed decisions and drive sustainable business growth. As the subscription-based and managed services landscape evolves, prioritizing MRR is essential for improving and innovating revenue streams. 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 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 Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

Read More
June 11, 2024in Salesforce Financial Services Solutions, Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Revenue Cloud, Salesforce Sales Cloud
Salesforce and Loop
10May

Salesforce and Loop

Loop, the premier returns and reverse logistics platform, has extended its acclaimed returns management software to merchants using Salesforce Commerce Cloud, marking a significant expansion beyond Shopify’s realm. This integration offers enterprise merchants on Salesforce Commerce Cloud access to Loop’s renowned returns management solution, effectively easing the complexities associated with customer returns. Merchants leveraging Salesforce Commerce Cloud will now have the advantage of Loop’s user-friendly returns management software, facilitating streamlined reverse logistics processes. This integration aims to bolster profit margins by reducing the costs associated with returns and providing customers with a modern, exchange-centric returns experience. Key benefits for merchants include: Jonathan Poma, CEO of Loop, expressed enthusiasm about extending Loop’s acclaimed returns solution to Salesforce Commerce Cloud merchants, citing the increasing demand from brands outside the Shopify ecosystem. He highlighted Loop’s commitment to delivering a seamless experience characterized by ease of use, operational efficiency, and cost savings. Loop’s integration with Salesforce Commerce Cloud enables merchants to effortlessly manage item exchanges, synchronize order data, automate returns processes, leverage analytics for continuous improvement, and more. Merchants operating on Salesforce Commerce Cloud can explore early adoption opportunities by scheduling a demo with Loop’s team. Loop will also be present at Salesforce Connections 2024 in Chicago, inviting interested parties to schedule meetings to discover how Loop can streamline reverse logistics processes and reduce costs associated with returns. About Loop: Loop is a leading post-purchase platform specializing in returns, exchanges, and reverse logistics for over 3,500 renowned brands worldwide. With innovative features like Workflows, Instant Exchanges, Shop Now, and Bonus Credit, Loop empowers brands to unlock cost savings, enhance customer lifetime value, and retain more revenue. Having processed over 40 million returns to date, Loop continues to redefine post-purchase experiences. Learn more at www.loopreturns.com. 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

Read More
May 10, 2024in Salesforce Commerce Cloud
Salesforce Revenue Summer 24 Release Notes
25Apr

Salesforce Revenue Summer 24 Release Notes

Automate and scale your revenue operations with a robust portfolio of Revenue Cloud products. Use Revenue Lifecycle Management to empower your organization’s sales and revenue management processes. Salesforce Billing offers efficient resolutions to all invoice processing issues. Salesforce Revenue Summer 24 Release Notes. 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

Read More
April 25, 2024in Salesforce, Salesforce Asset Management, Salesforce CPQ, Salesforce Optimization, Salesforce Revenue Cloud, Salesforce Sales Cloud
The State of Loyalty
10Oct

The State of Loyalty

You’ve likely seen the headlines proclaiming “Loyalty is dead,” reflecting declining customer and brand loyalty, exacerbated by post-pandemic shifts and uninspiring loyalty programs. As of 2022, active participation in loyalty programs has dropped, indicating a disconnect between consumer expectations and program offerings. The State of Loyalty. The issue lies with outdated and repetitive loyalty programs that fail to evolve with consumer needs. Many programs offer little beyond basic incentives like points or discounts, which no longer suffice in a saturated market where every brand seems to offer a similar scheme. Modern consumers demand mutual loyalty: personalized interactions, anticipation of needs, and alignment with personal values. To meet these expectations, companies are redefining loyalty success. A significant 82% plan to increase investment in loyalty programs, focusing on deeper connections that foster lasting customer loyalty. Redefining Loyalty: Permanence: Brands strive to maintain a permanent position in consumers’ minds, becoming their default choice in a competitive landscape. Forgiveness: Strong existing trust allows brands to recover from mistakes without losing loyal customers. Championship: Beyond advocacy, customers champion brands by recommending them to their closest networks, cementing their personal reputation with the brand’s reliability. Loyalty Model Options: Four baseline models—Transactional, Experiential, Experience-led, and Perpetual—guide loyalty strategies, each offering unique outcomes based on customer engagement and program design. Transactional Loyalty: Rewards based on purchases, enhancing customer lifetime value, purchase frequency, and brand preference. Experiential Loyalty: Emotional connections through personalized experiences, enhancing spending and earned media ROI. Experience-led Loyalty: Anticipating customer needs through enhanced interactions across the customer journey, fostering efficiency and scalability. Perpetual Loyalty: Seamless integration into daily life, aligning brand purpose with customer values, and overcoming operational challenges through targeted design and personalization. Operational Considerations: Successful loyalty strategies require alignment across vision, investment, and operational capabilities, spanning experience, data, technology, organization, process, and monetization. Key Recommendations: Conclusion: Building a successful loyalty strategy requires a comprehensive understanding of customer dynamics and a commitment to adaptability. Beyond mere programs or platforms, true loyalty inspires enduring customer actions—commitment, advocacy, and forgiveness—that reflect a brand’s ability to co-create value with its customers. Explore diverse loyalty models to meet these evolving consumer demands and secure lasting brand loyalty in today’s dynamic market. Content updated March 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 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 Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

Read More
October 10, 2023in Salesforce Optimization, Salesforce Sales Cloud
Contact Builder is responsible for aggregating customer data from multiple source into a single customer view, known as the contact model in marketing cloud. For more information refer to the official documentation. Audience Builder is a segmentation tool, that abstracts the traditional SQL process for building segments and allows marketers to build segments by dragging and dropping them. For more information, please refer to the the documentation. Contact Builder has been moved to the Audience Builder tab
31Jul

Audience Builder Contact Builder

Contact Builder, formerly known as Audience Builder, is a robust tool within Marketing Cloud designed to manage data associated with contacts, referred to as ‘people’ records. This platform provides access to both demographic and behavioral information, which is organized into ‘attribute groups’ (such as abandoned carts), ‘events,’ and ‘populations,’ allowing for efficient segmentation of data. The primary distinction between Audience Builder and Contact Builder lies in their functionalities within Marketing Cloud. While Audience Builder focuses on segmenting data, Contact Builder serves as the tool for defining the data model within the Marketing Cloud ecosystem. Contact Builder is integral to data management within Marketing Cloud and will continue to play a central role in the platform’s operations. Marketing Cloud Audience Builder has empowered marketers to create finely segmented audiences based on behavioral and demographic data. With its retirement, the question arises: “What comes next?” To address this, Marketing Cloud offers engagement marketing tools powered by AI, enabling marketers to activate their data and deliver personalized campaigns at scale to enhance customer lifetime value. These tools include: Email Marketing: Cross-Channel Analytics: “After adopting Salesforce Marketing Cloud and using it to hyper-target our audience, we are able to reduce the waste of our current marketing budget and become more efficient with spending on initiatives that deliver better results“ Kyall MaiSVP & Chief Innovation Officer, Esquire Contact Builder vs. Audience Builder Contact Builder serves as the central hub for managing attribute values associated with each contact within Marketing Cloud. It maintains a comprehensive database of contact information and facilitates the organization and linkage of data from various sources, including ERP systems, CRM systems, and POS systems. This tool offers a unified view of customer interactions with the brand, enabling personalized communication across channels such as email, SMS, and push notifications. Audience Builder, now known as Contact Builder, dynamically creates targeted audiences based on stored attribute and behavioral values of contacts. These audiences are generated according to specific rules and criteria defined by the user. Audience Builder helps marketers segment contacts effectively, allowing for precise targeting or exclusion from marketing activities within Marketing Cloud Engagement. Key Features and Functions: Contact Builder: Audience Builder: While both Contact Builder and Audience Builder are essential components of Marketing Cloud, Contact Builder takes precedence as the primary tool for managing contact data and enabling personalized customer interactions. Audience Builder, now integrated into Contact Builder, continues to play a vital role in audience segmentation and targeting within Marketing Cloud Engagement. Contact Builder is responsible for aggregating customer data from multiple source into a single customer view, known as the contact model in marketing cloud. For more information refer to the official documentation. Audience Builder is a segmentation tool, that abstracts the traditional SQL process for building segments and allows marketers to build segments by dragging and dropping them. For more information, please refer to the the documentation. Contact Builder has been moved to the Audience Builder tab. 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

Read More
July 31, 2023in Salesforce Marketing Cloud
Salesforce Marketing Cloud Journey Builder
13Jul

Journey Builder Explained

In B2C marketing, the focus on Journey Builder within the Marketing Cloud framework is essential to take customers on journeys with personalized interactions depending on where they are at in the buying cycle. This tool empowers marketers to craft intricate marketing journeys that deliver personalized experiences to customers. Operating within Marketing Cloud, the journey tool orchestrates comprehensive customer journeys, facilitating interactions across multiple platforms such as email, mobile, advertising, and websites. It stands as a foundational element of Marketing Cloud, primarily tailored for B2C initiatives. Salesforce Journey Builder facilitates a deeper understanding of customers by triggering actions based on their unique behaviors and ensuring consistent messaging across channels. As consumers navigate seamlessly between platforms and devices, brands must offer personalized and seamless journeys to maximize customer lifetime value. To achieve this, marketers must address key questions: Answering these questions requires a comprehensive view of the customer journey, with actions aligned to evolving customer expectations. With Salesforce Marketing Cloud Journey Builder, marketers can attain a unified view of all customer interactions, optimizing end-to-end journeys. Journey Builder provides visibility into consumer interactions across marketing channels, including email, mobile, social ads, and more. By connecting these interactions, marketers gain insights for improved message crafting, campaign design, and automation, fostering seamless customer experiences and fostering loyalty. Interactions a customer may have with the brand throughout their journey include clicking on an ad, opening an email, making a purchase, conversing with customer support, and more. Journey Builder, as an event-driven tool, initiates conversations based on customer history, preferences, and real-time behavior, supporting visual mapping of simple or complex journeys. However, Journey Builder operates within Marketing Cloud and utilizes content and audiences from Email Studio, Mobile Studio, Advertising Studio, Content Builder, and Audience Builder. It leverages event-driven triggers to react to customer actions, such as downloading an app or leaving a shopping cart abandoned, thus enabling timely and relevant responses. Key features of Journey Builder include a user-friendly drag-and-drop interface, entry and filter criteria for swift actions, and powerful add-ons for enhanced functionality. Ultimately, Salesforce Journey Builder facilitates a seamless customer experience by guiding journeys, ensuring consistent messaging, adapting to evolving needs, and maintaining brand consistency across channels. 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

Read More
July 13, 2023in Data, Google, Salesforce, Salesforce Marketing Cloud
Salesforce for Transportation and Logistics
02Jun

Transportation, Logistics, The Cloud, and CRM

Transportation and logistics and crm. Typically, the state of transportation and logistics (T&L) mirrors the state of the economy, with FedEx earnings serving as a reliable indicator of how the rest of the players in the industry are doing. However, the past few years have been anything but normal. The pandemic led to a surge in demand, marked by container-filled ports and a nationwide hunt for truck drivers. After navigating two years of high intensity, T&L now faces challenges such as inflation, the Ukraine war, ongoing supply chain disruptions, the threat of recession, climbing interest rates, higher fuel costs, and overly cautious consumer behavior. Where are the Challenges? Compounding these issues is a staffing crisis in the industry, with a global shortage of warehouse workers, dock personnel, drivers, pilots, and rail crews that is expected to persist. In such uncertain times, successful transportation and logistics companies are taking strategic steps to future-proof themselves. One key strategy involves unifying customer data on a single platform to enhance efficiency and readiness for various scenarios. Smart transportation and logistics organizations plan for best, expected, and worst-case scenarios by monitoring critical signals such as capacity in key lanes, customer spending by lane, and customer lifetime value. Unifying customer data across sales, service, and operations enables informed decision-making, focusing investments where needed and optimizing resources. Manual Processes Despite this, much of T&L business, especially in sales, marketing, and customer service, relies on manual processes like phone calls, spreadsheets, and email. Centralized customer data is crucial for applying intelligence and analytics to process trends, segmenting customers, and analyzing their value. Companies investing in data unification report significant cost savings and efficiency benefits, including a 25% reduction in IT costs. Centralized customer data is also leveraged to enhance shipper experiences. T&L leaders use artificial intelligence (AI) to predict customer retention and potential churn, allowing proactive steps to be taken. Real-time data intelligence empowers customer service agents to make informed decisions swiftly. Access to shipper-specific on-time delivery performance provides valuable insights and strengthens client relationships. Transportation and Logistics and CRM More than half of T&L organizations are investing in cloud connectivity and data sharing, with 18% deriving the most value in sales and marketing, customer relationship management (CRM), distribution, and end-to-end visibility. These strategic investments are proving instrumental in navigating the complexities of the current economic landscape. Is it time to explore Salesforce CRM for your company? Contact Tectonic today. 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

Read More
June 2, 2023in Salesforce Hospitality Travel and Transportation, Salesforce Manufacturing Automotive Energy, Salesforce Service Cloud
Shifting KPIs With Real-Time Intelligence
25Apr

Shifting KPIs With Real-Time Intelligence

Marketing without metrics is akin to driving blindfolded. To gauge the effectiveness of their efforts, marketers are investing in analytics capabilities to gain a precise understanding of how their messages, campaigns, and marketing expenditures impact their objectives. The ability to swiftly unlock these insights empowers marketers to promptly address customer needs and make well-informed decisions to propel business growth. This is bringing about Shifting KPIs With Real-Time Intelligence In contrast to 61% of underperforming marketers, a significant 72% of high-performing marketers can analyze marketing performance in real time. This real-time analysis provides them with a distinct advantage in responding to and optimizing campaign performance. However, a notable 33% of marketers still rely on manual processes for marketing attribution, a figure that has seen marginal improvement from 34% in 2020. In 2022, 68% of marketers claim they can analyze marketing performance in real time. For organizations aiming to enhance efficiency and maximize value, identifying the right metrics to track is imperative. As marketing budgets face rigorous scrutiny, analytics offer leaders the insights needed to optimize spending and reduce acquisition costs, reinforcing the value of marketing efforts. Shifting KPIs With Real-Time Intelligence The landscape of analytics has expanded, with marketers now monitoring a comprehensive set of metrics, including year-over-year revenue and customer satisfaction. Personalization and customer touchpoints have gained prominence, leading to increased tracking of web/mobile analytics, content engagement, and customer lifetime value. Marketers are now monitoring an extensive array of key performance indicators (KPIs), encompassing revenue, customer satisfaction metrics (CSAT), web and mobile analytics, customer acquisition costs, B2B sales funnel statistics, content engagement, customer retention rates, customer referral rates, and customer lifetime value. Despite the growing sophistication in tracking various metrics, marketers highlight measuring marketing ROI/attribution as their second most significant challenge. This indicates a continued need for streamlining the reporting process to enhance efficiency and effectiveness. 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

Read More
April 25, 2023in Salesforce Einstein
  • 1
  • 2

Subscribe to our mailing list. Join our mail list to receive our newsletter

We'll keep you up to date with our latest news, insights, free resources, and much more.
Don't worry, we won't spam you.
gettectonic.com