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Connected Culture
21Nov

KPIs of Digital Transformation

If 2020 marked the onset of the pandemic and 2021 was a year of adapting business strategies despite the ongoing challenges, 2022 and the years beyond emerge as the era of digital transformation. If you are currently reading this article, chances are you’ve either initiated, evaluated, or are assessing the value of your digital transformation journey. You need the KPIs of digital transformation to assess your progress. At Tectonic, we recognize the formidable nature of digital transformation for companies across all scales. Our goal is to assist you in establishing key performance indicators (KPIs) to gauge the success of your Salesforce digital transformation project. Adapt or Die Companies must adapt to new technologies as they develop if they want to get ahead of the competition and stay there. Digital transformation involves creating an omnichannel presence for your customers, allowing them access to your company at their convenience. It also entails implementing tools and systems like Salesforce to enable a scalable omnichannel presence. Often, it involves both. Customers today engage with companies through various channels beyond just browsing websites. They download apps, interact on social media, read about companies on other platforms, and seek diverse ways to connect. The tools you employ become mission-critical in creating value for your customers. Meeting the growing demand requires a 360-degree view of your customers and the ability to leverage that data to engage with them wherever they seek your content and information. Over 70 percent of digital initiatives fail; the biggest reasons are unclear goals and inability to track progress. Because digital transformation is a process, not a destination, KPIs are waypoints, not endpoints. Digital transformation is the linchpin to achieving this agility and doing so swiftly. Tectonic hopes to be your partner in this transformation, offering the following KPIs to help you measure success along the way. Tectonic, with a proven track record, employs a carefully designed delivery methodology, refined through client feedback and project learnings. Our success is measured by the same criteria we encourage you to use in evaluating your digital transformation KPIs. 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

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November 21, 2021in Salesforce
Salesforce Sales Enablement
02Nov

Customers Re-Evaluate Their Priorities

Compounding factors such as inflation and technological advancements are prompting individuals to reconsider their priorities. While impacting how and where they allocate their finances, it directly impacts businesses as well.. A substantial 62% of consumers have recently reevaluated their priorities, with the cost of living ranking as the primary influencer and obtaining better deals being the most common reason for brand switches. Customers Re-Evaluate Their Priorities and vote with their money. While financial considerations remain a focal point, customers are not solely driven by the pursuit of cost-effectiveness. Other crucial factors include product quality and the overall customer experience. Remarkably, 80% of customers emphasize that the experience provided by a company is as significant as the products and services offered. While companies are burdened by this trend it also emphasizes the need for technology. Marketing automation and personalization. Knowing enough about your customer to reach them with the right message at the right time on the right channel. Enter Salesforce Salesforce Omnichannel is a flexible and customizable Salesforce feature. It helps businesses to seamlessly connect with customers across multiple channels, be they physical stores, email, chat, social media, phone, or SMS. And best of all, anyone can implement the omnichannel approach without coding knowledge! Salesforce Personalization learns everything about your customer and presents them with personalized offers and messaging how they want it when they want it where they want it. Salesforce Marketing Cloud provides marketing automation power. Salesforce Sales Cloud serves customers with ease. Salesforce Data Cloud stores the customer information from all business sources and drives interaction powered by AI. Attitudes Shift Over two years into the global pandemic, a shift in attitudes towards work, home, spending, interactions, and well-being is evident among many Americans. The majority now express a preference for spending on experiences rather than products, with a focus on home-centered activities. Additionally, there is a notable inclination towards in-person interactions rather than substituting them with digital services. This “great rethink” emphasizes that post-pandemic society is unlikely to revert to its previous state. A pivotal aspect of this great rethink is the evolving attitude towards work. While the initial stages of the pandemic saw individuals deprioritizing work due to stress, burnout, and remote work, new economic realities have set in. Customers Re-Evaluate Their Priorities Rising living costs and the possibility of a recession are causing a shift in sentiment, with fewer Americans viewing deprioritizing work as an affordable luxury anymore. Consumer sentiment regarding an improved work-life balance is showing signs of reversal, with the percentage of those feeling they have more time to enjoy today decreasing from nearly 70% in September 2021 to 51% in May 2022. A recent survey conducted by Accenture, encompassing 25,000 consumers across 22 countries, sheds light on how the pandemic has prompted a reevaluation of consumer purchasing behavior. Accenture identifies a segment of consumers called “Reimagined,” representing those who have changed their buying habits across various industries. These consumers expect companies to understand and address their changing needs during disruptive times, with a significant portion expressing disappointment in companies that have not provided adequate support. Considering these insights, Accenture identifies five purchasing motivations that align with consumers’ desires for improved well-being and confidence in the products, services, and companies they engage with. These motivations – health and safety, service and personal care, ease and convenience, product origin, and trust and reputation – carry implications for businesses, including those in the events industry. Impact on Events Applying these motivations to the context of business events, event organizers must prioritize safety protocols, personalize communications, provide digital and hybrid event options, incorporate sustainability practices, and build trust through consistent alignment with organizational values and mission statements. As consumers remain open to new experiences, now is an opportune time for experimentation and innovation within the events landscape. Salesforce to the Rescue If amidst this great re-think you are re-thinking how you do business, contact Tectonic today to learn how Salesforce could be the solution you need. Content updated November 2023. 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

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November 2, 2021in Salesforce
Apple's Privacy Changes: A Call for Email Marketing Innovation
25Oct

Apple’s Privacy Changes: A Call for Email Marketing Innovation

Apple’s Privacy Changes: A Call for Email Marketing Innovation As Apple’s new privacy features roll out, email marketers face a pivotal moment. Here’s how to adapt and innovate in response. The announcement of Apple’s new privacy features earlier this summer sent shockwaves through the email marketing community. These changes, set to debut in the upcoming iOS 15 and MacOS updates, introduce two significant shifts with Mail Privacy Protection (MPP): Emails opened in Apple Mail will be automatically marked as opened, regardless of user interaction, affecting a substantial portion of email opens. Users will have the option to generate random email addresses when signing up for products or services, potentially altering the way marketers track and engage with subscribers.Given that Apple Mail accounts for nearly half of all email opens, according to Litmus, these changes have prompted concern within the industry. Email marketers, who rely on opens as a key performance metric, now face the challenge of pivoting away from traditional metrics to maintain effective campaigns. At Salesforce, they prioritize trust, privacy, and security, viewing these changes as opportunities to deepen customer relationships and enhance digital experiences. While the adjustments may initially disrupt established practices, they also signal a new era of marketing innovation. Apple’s Privacy Changes: A Call for Email Marketing Innovation Here are three strategies to navigate this evolving landscape: Focus on Meaningful Metrics:With open rates impacted by Apple’s privacy changes, it’s time to shift focus to metrics that truly reflect engagement and impact. Click-through rates (CTR) remain unaffected and provide valuable insights into subscriber behavior. Additionally, prioritize discussions around deeper metrics such as content engagement and conversion rates to gauge campaign effectiveness accurately. Enhance Email Interaction:To mitigate the impact of reduced open tracking, prioritize enhancing interaction within emails. Offer personalized and relevant content that encourages clicks, and explore innovative email tools like interactive elements embedded directly into messages. By reducing friction between open and conversion, marketers can maintain engagement and drive desired actions. Strengthen Customer Journeys:Embrace a holistic approach to customer experience by integrating email marketing into broader journey optimization efforts. Utilize data analytics tools like Datorama and Google Analytics to gain insights across channels and align messaging with customer preferences and behaviors. Review triggers and automations to ensure they are not solely reliant on open rates, but rather prioritize meaningful interactions and conversions. By implementing these strategies, email marketers can adapt to Apple’s privacy changes and build stronger, more effective campaigns. Ultimately, this shift presents an opportunity to foster deeper connections with subscribers and drive 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

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October 25, 2021in Salesforce
Salesforce Stakeholders
02Sep

Who Are Your Salesforce Stakeholders?

Understanding the intricacies of Salesforce and using it effectively to support business processes is crucial for admins and developers. However, the significance of communication skills is often overlooked in technical training. Beyond technical expertise, vital non-technical skills, such as active listening and extracting relevant information from business stakeholders, play a pivotal role in addressing Salesforce users’ true needs. Here is an approach that enables working more efficiently in a proactive mode rather than reactive. Once you identify your key salesforce stakeholders, here are some great ways to keep the doorways of communication open. Start by putting yourself in your stakeholders’ shoes, be it business users, customers, or consulting clients. Transitioning into Salesforce there is a need to gather information, empathize, and build a compelling case for change. Following are insights and strategies for effectively collaborating with stakeholders to understand business requirements, pain points, and objectives. If you’re keen on enhancing these skills, read on! Importance of Stakeholders As a Salesforce Administrator, collecting information from diverse stakeholders with varying knowledge levels is inevitable. It’s essential to recognize that the required information may not be thoroughly documented or held by a single individual. Engaging with individuals beyond primary users, such as those in supply chain and training, broadens the understanding of business processes. Maximizing the value of every interaction is crucial, considering the time constraints of both yourself and stakeholders. Determining Stakeholder Numbers The number of stakeholders to engage with depends on the project’s scope. Successful benchmarks have demonstrated varying needs: Identifying Stakeholder Groups Consider speaking with stakeholders in four directions: upwards, downwards, inside, and outside. Each group includes: The 3 Types of Stakeholders to Involve Locating Stakeholders Establishing a network within the organization is beneficial. For newcomers or consultants, navigating the terrain may be challenging. Start with the project sponsor for direction and inquire about additional contacts after each conversation. Preparation and Respecting Stakeholders’ Time Request meetings based on stakeholders’ availability, typically ranging from 15 to 45 minutes. Allocate an hour in your calendar to accommodate potential extensions. Prepare thoroughly, understanding whom you’re speaking to and having insights into the discussed system or process. Leaving the Door Open: Saying Thank You Upon closing a meeting, express gratitude and leave the door open for future conversations. Encourage stakeholders to contact you if they have further thoughts, and reciprocate by offering to send a quick note if additional insights emerge. Send a follow-up email expressing thanks and summarizing key takeaways. Incorporating these practices ensures effective communication with stakeholders, facilitating a more successful and collaborative Salesforce implementation. 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

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September 2, 2021in Salesforce
Salesforce Service Cloud
04Aug

Salesforce Service Cloud Quickstart

Salesforce Service Cloud stands out as the premier Customer Service platform suitable for companies of all sizes from the number one CRM provider – Salesforce. Boasting a robust console to centralize and handle cases from various channels, coupled with a predictive Knowledge base and seamless integration with phone systems through CTI, launching your new Service Cloud might seem like a daunting task, especially after investing in licenses. The need to realize a return on investment (ROI) weighs heavy on the Salesforce team. Salesforce Service Cloud Quickstart is the solution for you. A Salesforce Service Cloud quickstart plan is great, but it has to be executed correctly or all your work will be in vain and you will never achieve user buy-in on the platform. Salesforce Quickstarts have become a bit of a buzzword in the Salesforce ecosystem. When selecting a quickstart implementation partner you want to ensure they aren’t just doing a cookie cutter roll out of the platform but customizing it to work with your business model. For a swift and efficient start, we advocate opting for an official Salesforce.com Implementation Partner (SI) for your Service Cloud implementations. In house attempts are not uncommon, and unfortunately, they can result in less-than-optimal outcomes. Choosing a Salesforce Consulting Partner ensures access to certified professionals with substantial experience in Service Cloud implementation. Some, like Tectonic, provide Service Cloud Quickstarts tailored to expedite company setups in as little as two weeks, all at a fixed price. Tectonic Salesforce Service Cloud Quickstart Our Salesforce Service Cloud Quickstart encompasses essential elements such as case queues, assignment and escalation, web-to-case, email-to-case, configuration of the Service Console, and visibility into Sales Cloud Account and Contact data (with reciprocal Sales visibility into cases). Equally critical for implementation success is comprehensive user training, guaranteeing smooth user adoption, and ongoing support to address any necessary adjustments and respond to subsequent queries. To ensure that Service Cloud implementations align seamlessly with the evolving needs of the companies they serve, Tectonic additionally offers a managed services solution. This encompasses continuous support, administration, and customization throughout the entire lifecycle of the product. The Servicve Cloud Quickstart is now known as the Service Cloud Salesforce Implementation Solution. Content updated April 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 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

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August 4, 2021in Salesforce, Salesforce Implementation Services, Salesforce Service Cloud
Salesforce and Project Management
02Jul

Salesforce and Project Management

First of all, we need to begin this section by clarifying that Salesforce is not primarily intended as a project management system. While the cloud-based CRM platform is great at supporting your sales team, it was not designed as a project management solution. Salesforce and Project Management still go hand in hand. That being said, Salesforce CRM does offer some features, extensions, and workarounds that can help with project management within a sales context. However, since Salesforce was not designed with project managers in mind, that means that it lacks many features that are standard issue in more dedicated project management tools. This means that, if you have extensive, complex project management needs, then even the workarounds might not be enough to make Salesforce meet your requirements. Salesforce is also mostly intended to be used by sales teams, making cross-functional collaboration with other teams like marketing and finance very difficult. How is Salesforce used in project management? Reports and Dashboards Project managers need access to holistic project views to make sure things are staying on track. Salesforce provides a powerful drag-and-drop report and dashboard builder that enables them to easily organize the data they need to see. At this point, you are probably asking yourself why you wouldn’t use a separate project management platform in addition to the Salesforce solution. Why SFDC for Project Management? One of the big advantages of managing projects inside Salesforce is ensuring that all your projects, accounts, opportunities, cases, and so on remain linked and synced in real time. Using a single system also cuts down on errors and reduces duplicate work, leading to greater efficiency and accuracy. With these benefits in mind, we’ll dedicate the rest of this guide to walking you through how you can use Salesforce in a project management capacity despite its limited capabilities. How to use Salesforce for project management While SFDC project management capabilities are limited, they do cover some core functions, including task notifications and internal communications tools. Salesforce also offers a marketplace for additional software apps, like Mission Control, that can boost its project management capabilities considerably. Task notifications Fortunately, the Salesforce platform allows project managers to activate task notification so that sales reps get automatic reminders. In Salesforce Classic, this takes the form of email notifications when an incomplete task is assigned to one user by another; notifications are not sent when you assign a task to yourself. If you have Salesforce Lightning Experience—which features an updated UI and more functionality compared to Salesforce Classic—you can set reminders and enable notifications on your to-do list items. This makes Salesforce Lightning Experience function a bit more like a project management tool and keeps your account teams on track. To ensure your project team members receive reminders about upcoming tasks in Salesforce Lightning, have them check to see if Universal Notification Service (UNS) is enabled. UNS should be enabled by default, but if you’re going to rely on Salesforce for more task management duties, it’s not a bad idea to look. Like most CRM solutions, Salesforce supports simple to-do lists. These are helpful for keeping track of what you need to do, but they aren’t necessarily meant to replace the task management features typical of project management software. AppExchange marketplace One of the best—and indeed, one of the only—ways to use Salesforce for project management is to add on tools from third-party developers found in the AppExchange marketplace. Doing a simple search returns over 300 project management app results, some of which you’ll recognize depending on what project management methodology you follow. This is a great way to integrate the project management software solutions you already use, but there’s no need to worry if you don’t use a project management app for your business system. Plenty of developers make apps just for Salesforce, though they usually come at an additional cost. For instance, Milestone PM was created to help users make Salesforce project templates with ease, while Mission Control offers complete project management capabilities within Salesforce That being said, if you only want a way to make Gantt charts in Salesforce, for instance, it will probably be less expensive to pay for a third-party Salesforce integration on AppExchange than to buy a standalone project management solution for every team member who needs access. Providing positive customer relationships and maintaining productive project management practices should go hand in hand. As such, considering the merits of a CRM project management solution is something any enterprise would be wise to do. Finding the right CRM for project management There’s no denying that Salesforce is one of the leading CRMs in the world, and it represents best-in-class sales software in many ways. However, Salesforce can fall short if you are looking for a platform that can be used beyond just sales. Native features like task notifications and the Slack app provide some project management capabilities. Integrating third-party productivity apps like Mission Control can also mitigate some of that lack of other project management features in Salesforce. However, some teams may benefit from looking into a different CRM with more native project management features. Quickbase, Inc.Quickbase helps customers see, connect and control complex projects that reshape our world. Whether it’s raising a skyscraper or coordinating vaccine rollouts, the no-code software platform allows business users to custom fit solutions to the way they work – using information from across the systems they already have. 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

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July 2, 2021in Salesforce, Salesforce Slack
Salesforce Attribution
01Jul

Deep Links Explained

Attribution for Marketing If your attribution data or campaign levels from your deep link URL are not available, it is likely due to a setup problem. Check that device ID parameters and campaign parameters (as applicable) are not being cut off due to encoding errors in fallbacks or callbacks. For instance, there are no spaces in the deep links URL or invalid characters. How do I test a deeplink URL? By using Android Debug Bridge (ADB) shell commands one can test the deep link flow. It is used to verify if the link navigates to the correct section of your app. This command starts the ADB shell with the VIEW action and specifies the deep link URL to be tested. What is deep link attribution? Deep linking and attribution are important functionalities for a growing business. Deep links seamlessly get you to the content you want in the app. Attribution helps us understand which activity (such as marketing or sharing) drives you to that content. Deep linking is an extension of attribution. A common misconception that exists in the market is that attribution and deep linking are somehow separate ideas. Deep linking is the extension or usage of attribution data. Let’s go through a basic example of how it works to illuminate the tech. In the explanation previously, we talked about how a user may click a link or an ad: The attribution vendor then points the user to the appropriate app store to download the app. Can you deeplink a QR code? When Apple users scan your deep link QR code, they’ll be directed to the desired resource within your iOS app, and Android users will experience the same. Driving people straight to your in-app special offer or appointment page is just a scan away. Is deep linking illegal without permission? There is no law or court ruling prohibiting deep linking. However, businesses dislike deep links because: linked-to sites can lose income since their revenues are often tied to the number of viewers who pass through their home page, and. What is deep link analysis used for? Deep links are a type of link that send users directly to an app instead of a website or a store. They are used to send users straight to specific in-app locations, saving users the time and energy locating a particular page themselves – significantly improving the user experience. What are examples of Deeplinks? For example, if the deep link is “myapp://path/to/page?pageid=1”, the device will open the app whenever a user clicks a link that starts with “myapp://”. If the app is already installed on the device it is opened and the reset of the link is parsed to direct the user to the desired page. What is the deep linking concept? Deep links are a type of link that send users directly to an app instead of a website or a store. They are used to send users straight to specific in-app locations, saving users the time and energy locating a particular page themselves – significantly improving the user experience. What is a deep link URL structure? How deep links appear. Deep links are usually made up of two parts: a scheme and a host and path. App URIs, which are reformatted deep links, include a 3rd part: the app package ID. Your URL may also include a tracking parameter. What is the difference between link and deeplink? In product development, we want that our users visit a certain screen of the application directly via links. This will have a better user experience and save the time of users. Deep links are the links that take users to specific content in the application. Are deep links safe? Any existing deep links (including App Links) can potentially increase the app attack surface. This includes many risks ↗ such as link hijacking, sensitive functionality exposure, etc. 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

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July 1, 2021in Salesforce
implementation
14May

Improve Email Deliverability Rates

Enhancing email deliverability doesn’t have to be hard. By taking these simple steps, you can boost customer engagement and trim unnecessary email expenses, by improving email deliverability rates. Litmus and Salesforce have collaborated to craft a comprehensive four-part guide, empowering you to nail email deliverability intricacies and develop a proactive and all-encompassing strategy for your email marketing, ensuring the optimization of every campaign for success. When sending an email, it passes two checkpoints: delivery and deliverability. Delivery determines whether the email reaches the subscriber’s inbox provider’s servers. If accepted, the email is marked as delivered; otherwise, it faces classification as a hard or soft bounce. Deliverability follows delivery, gauging the rate at which emails land in subscribers’ inboxes instead of being relegated to spam or the junk folder. Each of these factors effect email deliverability. To improve email deliverability rates, implementing preventive measures and monitoring your efforts is paramount. A pivotal step involves confirming your authentication and infrastructure. Ensure that your infrastructure is correctly configured and exclusively sent from authenticated domains. Establish the three primary frameworks: SPF, DKIM, and DMARC. For those sending emails from a new IP address, consider IP warming. IP warming entails gradually dispatching emails from a new IP address or domain name. Progressively increasing the send volume over time is crucial. This method verifies your legitimacy as a sender, particularly challenging when dealing with a new dedicated IP address, a new domain, a new subdomain from a warm domain, or transitioning to a new ESP. Implementing these recommendations from Tectonic will significantly improve email deliverability rates within Salesforce Marketing Cloud Account Engagement (formerly known as Pardot). 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

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May 14, 2021in Salesforce
Role of First-Party Identity
06May

The Crucial Role of First-Party Identity in Customer Experience

The Crucial Role of First-Party Identity in Customer Experience Customer identity is key in differentiating between a great and a poor – or even negative – customer experience. Without accurately identifying your customers, true success is pretty unattainable. However, for identity resolution to be effective, it must be conducted in a first-party manner. Most identity resolution vendors operate as third parties, often downplaying the importance of first-party identity. They claim they can do better, but there’s a reason they ask for your data and expect you to fill in the gaps. They can’t provide the same level of service and rely on customers to supplement their incomplete identity profiles. Here are 11 things vendors don’t want you to know about first-party identity: Understanding Third-Party vs. First-Party Identity Just like data types, identity resolution can be either third-party or first-party. Third-party data is purchased or licensed from vendors who don’t have direct relationships with the consumers. This data is aggregated from various sources and sold to brands. In contrast, first-party data is collected directly from your customers through your owned domains, platforms, and apps. First-party identity follows the same principle: it’s captured, assembled, and owned by you. Third-party identity, however, is built and controlled by an external vendor. This distinction is critical because, with third-party identity resolution, you don’t own or control the data, nor do you know its original source or quality. Think of the impact that has on customer trust! 11 Truths About First-Party Identity Role of First-Party Identity The perceived “free” nature of third-party identity solutions often comes with hidden costs and risks. The investment in a premium first-party identity solution, while initially costly, provides substantial benefits through accurate, real-time data and robust features. This gives your brand a competitive edge, making the investment well worth it. Don’t risk your brand’s success on inferior third-party tools—they cost more than you think. Content updated February 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

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May 6, 2021in Salesforce
20Mar

Managed Salesforce IT Services

Retaining managed Salesforce services is the process of hiring a team to support the day-to-day management of your Salesforce application or CRM environment. It allows an organization to find a highly skilled team of Salesforce specialists that will act as an extension of their in-house IT team. Without adding extra headcount. Why should you use Salesforce managed services? Managed IT services for Salesforce are the best solution for businesses regardless of their size and scope. It empowers organizations to reduce operational costs while aligning more specialized experts for implementation, training, administration, and support of their Salesforce instance. Why do businesses need MSPs? In today’s fast-paced and ever-changing business landscape, organizations need to stay competitive and agile. One way to achieve this is by partnering with a Managed Service Provider (MSP) A managed service provider (MSP) delivers services, such as network, application, infrastructure and security, via ongoing and regular support and active administration on customers’ premises, in their MSP’s data center (hosting), or in a third-party data center. MSPs may deliver their own native services in conjunction with other providers’ services (for example, a security MSP providing sys admin on top of a third-party cloud IaaS). Pure-play MSPs focus on one vendor or technology, usually their own core offerings. Many MSPs include services from other types of providers. The term MSP traditionally was applied to infrastructure or device-centric types of services but has expanded to include any continuous, regular management, maintenance and support. As your business evolves, your Salesforce instance needs have a tendency to grow with it.  Salesforce org management has traditionally been handled by a single admin with some basic development support.  Managed services is the practice of outsourcing the responsibility for maintaining, and anticipating need for, a range of processes and functions, ostensibly for the purpose of improved operations and reduced budgetary expenditures through the reduction of directly-employed staff. Managed Salesforce IT Services  With managed salesforce services you have a highly scalable and economical way to maintain and grow your Salesforce investment.  Without the need to hire additional staff.  Your Salesforce MSP provides all the talent required to manage your Salesforce instance.  Have an administrator, business analyst, architect, developer, project manager, trainer, and more all at your disposal without hiring a single employee. If you are considering retaining a Salesforce managed service provider rather than hiring new employees contact Tectonic today. 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

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March 20, 2021in Salesforce, Salesforce Managed Services
team
15Mar

How to Choose the Right Salesforce Implementation Partner

Once the decision is made that Salesforce.org is the ideal CRM solution for your organization, the next crucial step is selecting the right implementation partner. The search queries related to Salesforce often include phrases like “the best Salesforce implementation partner,” indicating the significance of this choice. But isn’t the “best” partner the right partner? While any Salesforce partner can be self-proclaimed as “the best,” a high-ranking position on the Salesforce AppExchange is a trustworthy indicator. However, appearing at the top of Google searches may simply denote proficiency in search engine optimization or heavy investment in pay-per-click advertising, not stellar implementation work. Even local proximity is only indicative of location, not necessarily capabilities. The ultimate task is to find a Salesforce implementation partner that aligns with the unique needs of your organization. Consider the following tips when making this critical decision: Specialized Experience: Seek a partner with expertise in your specific focus area, industry, business model, or any other criterion that sets your organization apart. Different partners may excel in various areas of Salesforce’s versatile platform, so finding one aligned with your needs is crucial. Independent Discovery: Engage a potential Salesforce partner for a discovery process independent of the full implementation. This allows you to gain confidence in their recommendations by ensuring they understand your business needs and technological requirements, offering a smaller investment with the potential for greater ROI. Budget Consideration: Approach your Salesforce implementation partner search with a ballpark budget in mind. While you’re not necessarily seeking the cheapest or most expensive solution, having a preliminary understanding of your project’s scope can guide discussions effectively. Track Record and Reputation: Assess a partner’s track record and reputation by focusing on successful projects and positive customer reviews. Look for partners with a longstanding relationship with Salesforce, a diverse range of satisfied customers, and an internal team capable of addressing all development and customization needs. Communication and Project Management: Evaluate a partner’s communication and project management style. A good partner should be able to clearly explain their process, keeping you informed throughout the project. Ensure that the team includes a delivery manager and an account representative who understand your needs and communicate regularly. Integration and Availability of Salesforce Implementation Partner Integration with Other Tools: Consider the compatibility of other tools in your technology ecosystem with those of your Salesforce partner’s area of expertise. This eliminates learning curves and downtime, ensuring seamless integration and operation during normal business hours. Hours of Availability: Solutions and implementation partners with staff in multiple time zones can often get deliverables to your inbox for inspection early in your day. Likewise they can burn the midnight oil in your local time zone with mission critical deliverables. Proven Process: Look for a partner with a well-defined process, as this increases the likelihood of a successful project delivered on time and within budget, especially if your Salesforce implementation will occur in stages. Adaptability: Assess a partner’s ability to adapt to your organization’s needs, recognizing that a skilled partner will assist your organization through the change management process that often accompanies Salesforce implementation. Involvement of Project Sponsor: Involve the primary project sponsor or administrator within your organization in the partner selection process. This key individual contributes not only institutional knowledge but also an understanding of how your company operates. Ongoing Support: Seek a partner capable of providing ongoing support, fostering a long-term relationship. This ensures continuity and efficiency in reaching future Salesforce development goals. By carefully considering these factors, you can make an informed decision and select the right partner for your Salesforce.org project. Utilize resources such as your Salesforce Account Executive, Salesforce’s partner list, and online searches to compile a diverse list of potential candidates. 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

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March 15, 2021in Salesforce, Salesforce Implementation Services
Sending Emails Through Salesforce
01Mar

What is CASL and Does It Impact Companies in the United States?

Canada’s anti-spam legislation (CASL) protects consumers and businesses from the misuse of digital technology, including spam and other electronic threats. It also aims to help businesses stay competitive in a global, digital marketplace. Does CASL apply in the US? CASL requires all businesses to obtain and document consent to send commercial emails to Canadians. This means that if you have Canadian email addresses in your email marketing database, the law is applicable to you even if your business is based in the U.S. or any other country outside of Canada. There are three general requirements under CASL for sending CEMs. They are: For identification, the message must clearly indicate who is sending the message, plus mailing address and either a contact phone number, email address, or website URL. If the contact information cannot fit in the message itself (as in an SMS message), a link to a website containing the information is acceptable. For the unsubscribe mechanism, the message must have a straightforward electronic means of allowing customers to opt-out of receiving future messages, such as the ability to text “STOP” in a text message or through an unsubscribe link in an email. For consent, CASL requires organizations receive prior consent from recipients before sending CEMs. There are two types of consent under CASL: Both types of consent are described in more detail below, including what defines someone as a current customer. Not complying with CASL can result in serious penalties, including criminal charges, civil charges, personal liability for company officers and directors, and penalties up to $10 million. It’s important to understand the law and what it means for your business. Express Consent To give express consent, customers or prospects must explicitly say something to the effect of “yes, please send me marketing emails” when they provide their email address before a company can send any marketing materials to them. These individuals must take some type of action to indicate their explicit consent. For example, clicking a check box would be acceptable but acceptance of a pre-filled check box would not be sufficient. There are two main benefits to collecting express consent: First, express consent can be used for both existing customers and prospects. Second, express consent does not expire – it is valid until the customer chooses to opt-out of further communications. Outside of CASL, the CWTA (Canadian Wireless Communications Association) additionally requires explicit consent for any SMS messages sent from a short code, which includes SMS messages that we send on your behalf. Implied Consent Consent to send a commercial electronic message (CEM) is implied where there is an existing business relationship. An “existing business relationship” is defined in CASL as cases in which: OR With this existing business relationship, you can market to individuals who have not opted-out from receiving messages. However, you are limited to how long you can email individuals with whom you have not done business recently. Implied consent has a limited shelf life. It is only permissible to communicate with those individuals while they continue to meet one of the two criteria above. For example, if a customer makes a purchase from your business, then you have two years from that point during which you can send that person messages. As another example, if a customer calls your business to ask a question but doesn’t end up doing business with you, you would only have six months from that point to send messages. For implied consent to be valid, it is always your responsibility as a business to be able to prove the business relationship is ongoing. Because of the limited life of implied consent, it is always advisable to collect express consent from customers where possible. 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

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March 1, 2021in Salesforce

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