Relationships

11Jul

Content Marketing Lessons

Content Marketing Lessons: Beyond Creativity Content marketing requires more than just creativity; it demands a strategic approach rooted in collaboration, consistency, and data-driven insights. Salesforce, a leader in customer relationship management, exemplifies how to revolutionize content marketing to achieve meaningful business outcomes. Centralize Content Strategy for Consistency One of the key takeaways from Salesforce’s content marketing evolution is the power of centralization. Jessica Bergmann, Vice President of Content and Customer Marketing at Salesforce, led a shift that elevated content marketing to a strategic function within the company. By centralizing content operations, Salesforce ensured consistency in voice, tone, and messaging across all channels. This centralization wasn’t about controlling content but about creating a unified narrative that resonates with customers at every touchpoint. Empower Teams with Strategic Roles To bridge the gap between audience needs and Salesforce’s business objectives, Jessica introduced two pivotal roles: content strategists and editorial leads. These roles are embedded within brand, persona, and industry teams, ensuring content aligns with business goals and is tailored to the specific needs of different customer segments. This approach underscores the importance of empowering teams with the right expertise and tools to deliver impactful content. Leverage Technology for Seamless Operations Salesforce’s centralized content operations team plays a crucial role in managing the company’s content ecosystem. By utilizing a central content operations tool, the team oversees real-time editorial calendars, workflows, and a global measurement dashboard. This technological foundation allows Salesforce to streamline content production and maintain a cohesive strategy across its global teams. For any organization aiming to scale content marketing efforts, investing in the right technology is essential. Integrate Cross-Functional Collaboration A key to Salesforce’s success is its emphasis on cross-functional collaboration. By working closely with product marketing, creative, and campaigns teams, the content marketing function at Salesforce is integral to the broader marketing strategy. This integrated approach ensures content is not created in isolation but as part of a larger, cohesive effort to educate customers and drive business growth. Measure What Matters In content marketing, measurement is everything. Salesforce’s content performance dashboard provides visibility into how content is performing across the organization. By tracking metrics like traffic, engagement, and progression, Salesforce ensures its content efforts align with business objectives. This focus on actionable metrics helps teams make informed decisions about optimizing, promoting, or cutting content. Prioritize Strategic Initiatives Salesforce’s ability to manage multiple high-impact projects, such as Dreamforce, Salesforce+, and the #TeamEarth campaign, demonstrates its strategic prioritization process. Using the V2MOM framework (vision, values, methods, obstacles, and measures), Salesforce aligns its content marketing efforts with the company’s broader goals. This structured approach allows Salesforce to allocate resources effectively and ensure content initiatives deliver maximum impact. Focus on Audience-First Content At the heart of Salesforce’s content marketing strategy is an unwavering focus on the audience. By adopting an “audience-first” mindset, Salesforce’s content teams strive to create content that addresses customer needs while earning the right to market to them. This approach is crucial in today’s content-saturated environment, where businesses must offer genuine value to stand out. Develop Long-Range Content Plans Content marketing isn’t just about quick wins; it’s about building long-term relationships with your audience. Salesforce’s commitment to long-range content planning, integrating thought leadership, search, and editorial efforts, ensures the company remains top-of-mind for customers throughout their buying journey. This long-term focus is key to nurturing leads and converting them into loyal customers. Invest in Content Marketing Talent Hiring the right talent is vital for a successful content marketing strategy. Salesforce’s experience highlights the importance of bringing in content marketing experts who can execute the strategy effectively. These experts bring fresh ideas and ensure the content marketing function is respected and prioritized within the organization. Show Early Wins to Build Momentum Finally, one of the most important lessons from Salesforce’s content marketing journey is the value of showcasing early wins. By focusing on quick victories that demonstrate the impact of content marketing, Jessica and her team built momentum and secured buy-in from senior leadership. This approach is essential for any content marketing team seeking to establish itself as a strategic function within the organization. Conclusion Salesforce’s content marketing transformation offers valuable insights for businesses at any stage of their content marketing journey. By centralizing content strategy, empowering teams with strategic roles, leveraging technology, and focusing on audience-first content, Salesforce has created a content marketing engine that drives real business results. For organizations looking to elevate their content marketing efforts, these lessons provide a clear roadmap to success. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 11, 2024in Salesforce

09Jul

Autodesk Enhancements with Einstein 1

Autodesk Enhances Customer Service and Agent Productivity with Salesforce AI Integration Autodesk, a leader in 3D design, engineering, and entertainment software, has strengthened its partnership with Salesforce by incorporating Salesforce AI technology into its service agent workflow. This integration aims to boost agent productivity and enhance customer satisfaction. Autodesk Enhancements with Einstein 1. Impact of Salesforce Integration By leveraging Salesforce’s CRM, trusted AI, and data solutions, Autodesk has unified data access and developed an AI-powered self-service application. This initiative aims to foster deeper customer relationships and enhance employee productivity. The integration with Salesforce is transforming Autodesk’s customer engagement and agent workflow efficiency. Key Benefits for Autodesk Accelerating Self-Service: Autodesk uses the Einstein 1 Platform, which employs AI to create actionable data and streamline processes. This has enabled the development of a comprehensive, intuitive service cloud application for Autodesk’s team. At the conclusion of customer-agent interactions, Einstein for Service generates AI-powered case summaries, reducing the time agents spend summarizing chats by 63%. Creating Frictionless Experiences: MuleSoft has been pivotal in advancing Autodesk’s automation strategy by providing integrated and unified data access across cloud solutions. This has allowed Autodesk to modernize, simplify, and connect existing SaaS applications, resulting in smoother operations. Minimizing Disruption: Salesforce Professional Services provides real-time, 24/7 monitoring, equipping Autodesk with tools to identify and resolve potential performance issues before they affect customers. Salesforce also enhances data access monitoring, leading to a 30% reduction in ongoing maintenance. Customer Perspective Prakash Kota, SVP and CIO of Autodesk, expressed enthusiasm for the partnership: “We are thrilled to partner with Salesforce as Autodesk continues to innovate, grow, and scale with the customer at the center of our business. Our teams are excited to put generative AI to work across the enterprise, enhancing the productivity of our service agents. Saving time on tasks enables our employees to focus on higher-value work.” This partnership underscores Autodesk’s commitment to customer-centric innovation and operational efficiency, leveraging Salesforce’s advanced technologies to drive continued growth and customer satisfaction. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

July 9, 2024in Einstein 1 Platform, Generative AI, Mulesoft, Salesforce, Salesforce Einstein

06Jul

Marketing Technologies and Trends

The pace of change in the marketing world has arguably never been faster than it speeds ahead today. Professionals across various fields, not just marketing, are feeling the impact of rapid technological advancements, shifts in the global economy, evolving consumer preferences, and a volatile job market. Marketing Technologies and Trends. To navigate these changes, marketers are relying on research and insights from industry experts. Salesforce’s latest “State of Marketing” report identifies key priorities for marketers, including unifying customer data across multiple sources, leveraging artificial intelligence with caution, achieving full personalization, and deepening customer relationships through strategies like account-based marketing and loyalty programs. However, while data has become integral to marketing practices, challenges persist in effectively utilizing it. Salesforce reports that only 31% of respondents are fully satisfied with their ability to unify customer data sources, and despite 57% having access to real-time data for campaigns, 59% still require IT assistance for effective execution. Artificial intelligence remains a central focus for marketers, despite its challenges. Predictive AI and generative AI are prominent applications, but the martech landscape continues to expand rapidly, with over 14,000 products now available—an overwhelming prospect for many marketers. Kristen Habacht, Chief Revenue Officer at Typeform, notes that marketers are increasingly fatigued by the constant influx of new technologies. She advocates for simplifying tech stacks and prioritizing integrated solutions to enhance efficiency and effectiveness. Focusing on cloud-based solutions that share a common platform and/or interface, such as Salesforce, can help. Looking ahead, shifts in SEO practices, particularly with the advent of Search Generative Experience (SGE), are reshaping content strategies. Joe Karasin of Karasin PPC observes a growing emphasis on improving product pages on e-commerce sites to enhance visibility in evolving search environments. Moreover, impending changes like Google’s postponement of third-party cookie deprecation are prompting marketers to adopt privacy-centric strategies sooner rather than later. Adapting to a cookieless future, according to Habacht, will be crucial for maintaining competitiveness. Innovations in AI are driving advancements in digital personalization, allowing marketers to tailor experiences more precisely. Gurdeep Dhillon of Contentstack anticipates that removing technological barriers will enable marketers to achieve the level of personalization previously unattainable. Subscription-based models are also gaining traction, offering companies recurring revenue streams and fostering customer loyalty through tiered loyalty programs. According to Cary Lawrence of Decile, customization based on first-party data can significantly enhance customer satisfaction and retention. Video content, especially short-form videos, continues to dominate marketing strategies, driven by platforms like TikTok and Instagram. Vitaly Gerko of Viqeo.tv underscores the effectiveness of short, impactful video clips in capturing audience attention and driving engagement. As technology increasingly shapes marketing practices, there’s a noticeable shift in the dynamic between marketing and IT departments. Sara Faatz of Progress highlights a trend where IT is assuming a more significant role in marketing technology management, facilitating data consolidation and operational efficiency. Amidst these technological advancements, Ben Guttmann of Baruch College advocates for a return to marketing fundamentals. He emphasizes the enduring importance of building strong brands, crafting compelling narratives, and focusing on clear messaging amid the uncertainty of evolving technologies. In essence, while technology drives rapid change in marketing, mastering fundamental principles and adopting streamlined, integrated solutions will be crucial for navigating the complex landscape ahead. 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

July 6, 2024in Generative AI

02Jul

Best Practices for RAG LLM

Best Practices for Building a RAG LLM Chatbot In today’s competitive landscape, a robust Retrieval-Augmented Generation (RAG) Large Language Model (LLM) chatbot can provide a significant edge. However, implementing such a system involves multiple steps and challenges. Below is a guide to help you navigate this journey effectively. 1. Define Clear Objectives Start by identifying your goals: A clear purpose will drive your design and implementation decisions. 2. Prepare Your Data Your chatbot’s success relies heavily on the quality and structure of your data. Assess Your Data Format: Enrich Your Data: 3. Select the Right Platform Choose a platform based on your goals and data type. Common architectures include: Standard RAG with Vector Databases: Relational Databases: Hybrid Text Search: Graph Databases: 4. Fine-Tune the Model While RAG often enriches data without altering the base model, fine-tuning may be essential in specific scenarios, such as: You can fine-tune open-source models directly or use OpenAI’s APIs for custom training. OpenAI also offers domain-specific GPTs, which can save development time. 5. Master Prompt Engineering Crafting precise prompts is critical to guide LLM responses. Prompts generally include: Example for Elasticsearch: javascriptCopy codeYour task is to create a valid Elasticsearch DSL query. Given the mapping: “`{mapping}“`, translate the query: “`{query}“` into JSON. – Use only fields from the mapping. – Ensure case-insensitivity and support fuzzy matches. – Compress the JSON output, removing spaces. For advanced prompt strategies, see Modern Advances in Prompt Engineering. 6. Iterative Testing Testing machine learning models is inherently complex. Key strategies: 7. Optimize the Front-End Collaborate with UI/UX teams to integrate LLM capabilities seamlessly. Consider: 8. Avoid Common Pitfalls Looking Ahead The rise of LLMs has transformed how we think about search and chatbot applications. While we’re in the early stages, the possibilities are immense. Businesses that adapt and strategically integrate these technologies will unlock innovative opportunities and thrive in the evolving landscape. 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

July 2, 2024in Data

01Jul

Marketing Personalization Explained

It feels like you’ve found “the holy grail” — a customer ready for a long-lasting brand relationship built on personalized marketing leading to customer loyalty. But then, just as quickly as the sparks fly, they fizzle out. Engagement plummets, and those once-enthusiastic customers cool or even disappear. What went wrong? Marketing Personalization Explained. In the world of personalized marketing, making the wrong moves can turn a promising relationship into a fleeting encounter. Or even a downright negative experience. Salesforce data shows that 81% of customers expect faster interactions as technology advances, and 73% crave better personalization. Without these, poor service can drive customers away, which is the number one reason they stop purchasing. Customers today value their experience with a company almost as much as their experience with the product or service. Customer experiences can be greatly improved with personalization. And we don’t just mean inserting their first name into an email. With timely data at your fingertips, influencing customer behavior seems straightforward. But there’s a catch: failing to utilize all available data can negatively impact customer experiences — pushing customers away faster than they can click “unsubscribe.” At the end of the day, as consumers, we are well aware that our data is being captured and we are willing for that to be so as long as the data is utilized to improve customer experiences. If I’ve just opted out of shoes in your custome preference center and then get an advertisement via email or web site experience pushing shoes, I quickly recognize you are not using the data you are collectig on me. At least not for personalization. So what are you doing with it? How can you build one cohesive personalized marketing journey instead of a series of disjointed interactions? First, let’s define personalized marketing and then cover some do’s and don’ts for fostering long-term customer relationships. What is Personalized Marketing? Personalized marketing ditches the one-size-fits-all approach, using data to tailor messages and offerings to individual customers. This can range from including a customer’s name in an email, to recommending products based on past purchases, to tailoring customer conversations with AI-powered chatbots. Done right, it fosters loyalty and boosts revenue. Done wrong, it becomes annoying and intrusive. Personalized Marketing in Practice Personalization continues to evolve, with more than half of marketers now adopting a lifecycle approach. They target potential customers with awareness campaigns and nurture existing ones with product support and loyalty programs. Marketers engage customers across an average of 10 channels, which is what customers expect. However, accessing up-to-date data across all channels can be challenging. Just like any relationship, personalized marketing requires effort to succeed. Companies must responsibly collect and analyze customer data, translate it into clear audience segments, and share it across departments to create a connected experience. Every interaction, big or small, can make or break a relationship. Maintaining personalization also requires constant monitoring and adaptation, a challenge for businesses with limited resources. Real-time data driven marketing is powerful. Large enterprises often have more data and the infrastructure to execute complex strategies, while small businesses may rely on simpler tactics. The core idea remains the same — understanding your audience and tailoring your marketing to resonate with them. But, rushing things or being overly clingy can lead to disaster. The Do’s and Dont’s of Personalized Marketing Imagine getting served irrelevant ads or recommendations for something you already bought. Perhaps even at a better price than you paid. Building trust with your audience is key to avoiding this. Turn your relationship from doomed to devoted with these tips: Personalized Marketing in Action The honeymoon stage is blissful in relationships as well as consumer interactions, but it’s the next phase that makes or breaks the relationship. Here’s how personalized marketing done right can keep your customers coming back for more. Example: National Time Outside (NTO) NTO, a fictional outdoor apparel retailer, faced stagnant conversion rates. They knew personalization was key but needed to cater to a diverse customer base. Here’s how they tackled the problem: By delivering personalized shopping experiences, NTO saw a significant increase in conversion rates. Waterfall segmentation helped prioritize various audience subsets, retain loyal customers, and avoid oversaturation of promotions. Customers received offers and communications that were highly targeted to their interests. Tent campers weren’t receiving ads for RV accessories, and bikers weren’t receiving communications for horseback riding. Example: Salesforce At Salesforce, they use their own product, Data Cloud, to cut the time between a lead expressing interest and it being sent to the correct sales rep from 25 minutes to 45 seconds. Processing over 20 million leads annually, Salesforce’s own system, now built on their automation platform Flow, unifies customer data from all sources, making it accessible and actionable across departments. Personalized marketing is a balancing act requiring resources and expertise. However, truly personalized marketing depends on shared, accessible, and actionable data across the entire business. Ditch the one-size-fits-all approach, invest in your data strategy, and watch your customer relationships blossom with relevant recommendations and experiences that keep them coming back for more. Personalization is about building relationships, and just like in love, every interaction counts. 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

July 1, 2024in Marketing Automation, Salesforce Data Cloud, Salesforce Marketing Cloud, Salesforce Marketing Cloud Account Engagement (Pardot), Salesforce Optimization, Salesforce Personalization, Salesforce Sales Cloud

24Jun

iDataMasker for Salesforce FinTech

Safeguarding Data Privacy and Security in the Digital Age with iDataMasker In today’s digital transformation era, data privacy and security are paramount for organizations worldwide. As cloud-based platforms like Salesforce become integral to business operations, robust solutions to protect sensitive information are essential. iDataMasker for Salesforce FinTech powers security in Salesforce banking solutions. Introducing iDataMasker on Salesforce AppExchange IntellectAI has launched iDataMasker, an advanced data obfuscation application, now available on the Salesforce AppExchange marketplace. This innovative tool is set to revolutionize data security within Salesforce environments. Addressing the Threat of Data Breaches Data breaches and unauthorized access can lead to significant financial losses, reputational damage, and legal issues for organizations. With stringent data protection regulations such as GDPR and CCPA, companies must take proactive steps to ensure compliance. iDataMasker provides a comprehensive solution with advanced anonymization techniques to uphold the highest standards of data privacy and security. Key Features of iDataMasker Compliance and Data Security Compliance with industry regulations and standards is crucial for businesses. iDataMasker helps organizations achieve compliance effortlessly with its robust data masking capabilities. Whether handling personally identifiable information (PII), financial data, or healthcare records, iDataMasker ensures sensitive data remains protected and compliant. Enhancing Organizational Data Security By safeguarding sensitive information from unauthorized access and data breaches, iDataMasker enhances an organization’s overall data security posture. This instills confidence in both the company and its customers, knowing that their data is secure within the Salesforce environment. Usability and Operational Efficiency iDataMasker maintains data privacy while ensuring information remains usable for business processes. This allows companies to harness data-driven insights without compromising confidentiality. Rigorous data masking policies help maintain data integrity and foster a culture of responsible data management, strengthening data governance practices. Using obfuscated data that mirrors real-world scenarios, iDataMasker streamlines processes such as testing, training, and development. Organizations can work with realistic data without compromising confidentiality, leading to improved operational efficiency and faster time-to-market. Building Customer Trust Demonstrating a strong commitment to data privacy and security is vital for building customer trust and loyalty. By implementing iDataMasker, organizations can show their dedication to protecting customer data, fostering long-lasting relationships based on trust and transparency. Conclusion In today’s digital landscape, data privacy and security are non-negotiable. iDataMasker, developed by IntellectAI and available on the Salesforce AppExchange marketplace, offers a powerful solution to address these critical concerns. Leveraging advanced data masking techniques, flexible configuration options, seamless integration, and compliance readiness, iDataMasker empowers organizations to safeguard their sensitive data while fully embracing the potential of Salesforce. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 24, 2024in Salesforce

20Jun

DPD Salesforce AI Enhancements

DPD’s AI Integration: Enhancing Customer and Employee Experience DPD has ambitious plans to integrate AI throughout its Salesforce platform, aiming to automate tasks and significantly enhance the experiences of both customers and employees. DPD Salesforce AI Enhancements. Adam Hooper, Head of Central Platforms at DPD, explains that with over 400 million parcels delivered annually, maintaining robust customer relationships is crucial. To this end, DPD leverages a range of Salesforce technologies, including Service Cloud, Sales Cloud, Marketing Cloud, and Mulesoft. AI-Powered Customer Service In Salesforce’s latest update on DPD: Financial and Operational Efficiency Targeted Marketing Spreadsheets to Salesforce At the Salesforce World Tour event in London, Ben Pyne, Salesforce Platform Manager at DPD, elaborated on their current usage and future AI plans. Pyne’s team acts as internal consultants to optimize organizational workflows. As he explains: “My role is essentially to get people off spreadsheets and onto Salesforce!” He noted that about 40 departments and teams within DPD use Salesforce, far beyond the typical Sales and CRM applications. Custom applications within Salesforce personalize and enhance user experiences by focusing on relevant information. Using tools like Prompt Builder, Pyne’s team recently developed a project management app within Salesforce, streamlining tasks like writing acceptance criteria and user stories. Pyne emphasized: “I want our guys to focus on designing and building, less on the admin.” AI Use Cases When considering AI and generative AI, DPD sees significant potential to reduce operational tasks. Pyne highlighted case summarization as an obvious application, given the millions of customer service cases created each year. Rolling Out Generative AI DPD adopts a cautious approach to rolling out new technologies like generative AI. Pyne explained: “It’s starting small, finding the right teams to be able to do it. But fundamentally, starting somewhere and making slow progressions into it to ensure we don’t scare everybody away.” Ensuring Security and Trust Security and trust are paramount for DPD. Pyne noted their robust IT security team scrutinizes every implementation. Fortunately, Salesforce’s security measures, such as data anonymization and preventing LLMs (Large Language Models) from learning from their data, provide peace of mind. Pyne concluded: “We can focus on what we’re good at and not worry about the rest because Salesforce has thought of everything for us.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 20, 2024in Generative AI, Mulesoft, Salesforce, Salesforce Einstein

18Jun

Get to Know Salesforce Education Cloud

Introducing the next-generation CRM for education: Education Cloud, your institution’s digital foundation for the future. In an ever-changing digital world of education, Education Cloud’s configurable and secure platform equips your institution to stay ahead, ready to meet the challenges of tomorrow. Let’s get to know Salesforce Education Cloud. Harnessing the full power of Salesforce, Education Cloud integrates insights across recruitment, admissions, and student success, providing a unified view of every learner’s complete and varied journey. With a single source of truth, your institution can create personalized experiences that foster lifelong learning — from prospective students to engaged alumni. With Salesforce at the heart of your institution’s IT solution, tasks are streamlined, scalable, and foster collaboration across departments. Education Cloud empowers your institution with cutting-edge technologies, including: Join the Trailblazer Community to connect with user groups, share best practices, and get support as you explore Education Cloud. Log in with your Salesforce credentials and engage with the Education Hub and Education Release Readiness groups. Get to Know Salesforce Education Cloud Education Cloud offers a learner-first, organization-wide platform that enhances stakeholder engagement and collaboration. Dive into what Education Cloud provides, experience it firsthand with a trial org, and discover recommended setups to prepare for your implementation. Explore What’s Included with Education Cloud Education Cloud provides an education-centric data model within Salesforce, enabling you to build applications that support the entire learning experience and meet user needs. Recruitment and Admissions Education Cloud modernizes recruitment and admissions by providing an online portal and powerful collaboration tools. Today’s prospective students expect a connected, online experience, and Education Cloud ensures your institution is ready to meet those expectations. The heart of this process is an online portal where learners can: The portal collects essential information, which is seamlessly integrated into Salesforce. To manage the complexities of recruitment and admissions, use the Recruiting and Admissions Consoles, which offer: Academic Operations Centralize and manage your institution’s academic offerings with Education Cloud’s Academic Operations. This feature allows staff to: The data you manage here becomes the foundation for tools in Recruitment & Admissions and Student Success apps, ensuring a seamless flow of information across your institution. Student Success Education Cloud equips your institution with powerful tools to support learner success, from career counseling to large-scale orientation programs. Use it to: Example: Empowering Success At Valley School District, counselor Devi Gill uses Education Cloud’s Student Success app to manage remote learning challenges, like coordinating book deliveries and assisting seniors with college applications. At Callaras University, academic advisor Adrian Morges utilizes the same app to help students like Stephanie and Stuart navigate their educational paths. Mentoring Programs Mentoring is vital for student success, providing academic guidance, career development, and personal support. Education Cloud helps you manage mentoring programs by allowing you to: Alumni Relations Sustained alumni engagement is essential for institutional growth. Education Cloud offers tools to manage alumni relationships effectively, providing a 360-degree view of each alumnus. Use it to: Developer Resources for Education Cloud Access developer resources like entity relationship diagrams (ERD), object references, and apex references to customize and extend Education Cloud to meet your institution’s needs. Explore these features and more with Education Cloud to elevate your institution’s ability to deliver personalized, scalable, and impactful educational experiences. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 18, 2024in Salesforce Education Cloud

11Jun

Salesforce Cross-Channel Marketing

As technology evolves, cross-channel marketing will become even more sophisticated, leveraging artificial intelligence, machine learning, and predictive analytics to deliver hyper-personalized and proactive customer experiences. Businesses that adopt this approach will stay ahead of the curve, fostering stronger customer relationships and achieving long-term success.

June 11, 2024in Agentforce Platform, AI Tools, Artificial Intelligence, Data, Einstein 1 Platform, Einstein Insights, Enterprise, Generative AI, Google, Google Analytics, Hyperforce, Life Sciences Cloud, Marketing Automation, Mulesoft, Public Sector Solutions, Salesforce, Salesforce Commerce Cloud, Salesforce CPQ, Salesforce Data Cloud, Salesforce Development Services, Salesforce Einstein, Salesforce Experience Cloud, Salesforce Financial Services Solutions, Salesforce for Nonprofits, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Hospitality Travel and Transportation, Salesforce Implementation Services, Salesforce Managed Services, Salesforce Manufacturing Automotive Energy, Salesforce Marketing Automation, Salesforce Marketing Cloud, Salesforce Marketing Cloud Account Engagement (Pardot), Salesforce Nonprofit Cloud, Salesforce Optimization, Salesforce Personalization, Salesforce Public Sector Solutions, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Shield, Salesforce Slack, Salesforce Success Stories, Salesforce Tableau, Snowflake, Technology

11Jun

BERT and GPT

Breakthroughs in Language Models: From Word2Vec to Transformers Language models have rapidly evolved since 2018, driven by advancements in neural network architectures for text representation. This journey began with Word2Vec and N-Grams in 2013, followed by the emergence of Recurrent Neural Networks (RNNs) and Long Short-Term Memory (LSTM) networks in 2014. The pivotal moment came with the introduction of the Attention Mechanism, which paved the way for large pre-trained models and transformers. BERT and GPT. From Word Embedding to Transformers The story of language models begins with word embedding. What is Word Embedding? Word embedding is a technique in natural language processing (NLP) where words are represented as vectors in a continuous vector space. These vectors capture semantic meanings, allowing words with similar meanings to have similar representations. For instance, in a word embedding model, “king” and “queen” would have vectors close to each other, reflecting their related meanings. Similarly, “car” and “truck” would be near each other, as would “cat” and “dog.” However, “car” and “dog” would not have close vectors due to their different meanings. A notable example of word embedding is Word2Vec. Word2Vec: Neural Network Model Using N-Grams Introduced by Mahajan, Patil, and Sankar in 2013, Word2Vec is a neural network model that uses n-grams by training on context windows of words. It has two main approaches: Both methods help capture semantic relationships, providing meaningful word embeddings that facilitate various NLP tasks like sentiment analysis and machine translation. Recurrent Neural Networks (RNNs) RNNs are designed for sequential data, processing inputs sequentially and maintaining a hidden state that captures information about previous inputs. This makes them suitable for tasks like time series prediction and natural language processing. The concept of RNNs can be traced back to 1925 with the Ising model, used to simulate magnetic interactions analogous to RNNs’ state transitions for sequence learning. Long Short-Term Memory (LSTM) Networks LSTMs, introduced by Hochreiter and Schmidhuber in 1997, are a specialized type of RNN designed to overcome the limitations of standard RNNs, particularly the vanishing gradient problem. They use gates (input, output, and forget gates) to regulate information flow, enabling them to maintain long-term dependencies and remember important information over long sequences. Comparing Word2Vec, RNNs, and LSTMs The Attention Mechanism and Its Impact The attention mechanism, introduced in the paper “Attention Is All You Need” by Vaswani et al., is a key component in transformers and large pre-trained language models. It allows models to focus on specific parts of the input sequence when generating output, assigning different weights to different words or tokens, and enabling the model to prioritize important information and handle long-range dependencies effectively. Transformers: Revolutionizing Language Models Transformers use self-attention mechanisms to process input sequences in parallel, capturing contextual relationships between all tokens in a sequence simultaneously. This improves handling of long-term dependencies and reduces training time. The self-attention mechanism identifies the relevance of each token to every other token within the input sequence, enhancing the model’s ability to understand context. Large Pre-Trained Language Models: BERT and GPT Both BERT (Bidirectional Encoder Representations from Transformers) and GPT (Generative Pre-trained Transformer) are based on the transformer architecture. BERT Introduced by Google in 2018, BERT pre-trains deep bidirectional representations from unlabeled text by jointly conditioning on both left and right context in all layers. This enables BERT to create state-of-the-art models for tasks like question answering and language inference without substantial task-specific architecture modifications. GPT Developed by OpenAI, GPT models are known for generating human-like text. They are pre-trained on large corpora of text and fine-tuned for specific tasks. GPT is majorly generative and unidirectional, focusing on creating new text content like poems, code, scripts, and more. Major Differences Between BERT and GPT In conclusion, while both BERT and GPT are based on the transformer architecture and are pre-trained on large corpora of text, they serve different purposes and excel in different tasks. The advancements from Word2Vec to transformers highlight the rapid evolution of language models, enabling increasingly sophisticated NLP applications. 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

June 11, 2024in Generative AI, Google Analytics

11Jun

Salesforce Driving Change

Sony Honda Mobility Leverages Salesforce Technology to Enhance Customer Relationships Sony Honda Mobility, a mobility tech startup, is utilizing Salesforce solutions—including Automotive Cloud, Data Cloud, Tableau, and MuleSoft—to deepen its customer relationships through enhanced data and insights. Sony Honda Mobility Inc. is a Japanese joint venture automotive company established by Sony Group Corporation and Honda Motor Company in 2022 to produce battery electric vehicles. The company will market its vehicles under the Afeela brand. Why It Matters: A significant 81% of business leaders report challenges with data fragmentation and silos. This disconnected, disjointed information often leads to immaterial and generic customer interactions, which is problematic as 80% of customers expect superior experiences given the extensive data companies collect. Key Developments: Sony Honda Mobility plans to launch its first electric vehicle in the United States in 2025, followed by Japan in 2026. To scale globally and stand out in the market, the company is empowering its service team with real-time data and insights on customer interactions with its products and services. How Is Salesforce Driving Change Data Cloud: A unified data platform that consolidates application, workflow, and data lake records, making it easier to train AI models, gain business insights, and improve customer relationships. Sony Honda Mobility is leveraging Data Cloud to integrate disparate data seamlessly across applications. MuleSoft API Integration: This integration connects data from Sony Honda Mobility’s vehicle and customer platform to Salesforce, ensuring a cohesive data flow. Automotive Cloud: Inside Automotive Cloud, Sony Honda Mobility now maintains a comprehensive profile of each customer and their vehicle, based on data from Data Cloud. This integration allows for personalized service and experiences at every touchpoint. The platform also streamlines contact center management, query handling, internal FAQ creation, web actions, and ongoing service support for incident and customer information management. Tableau: With Tableau’s visualizations of vehicle operation conditions and service usage status, Sony Honda Mobility can make quicker, more informed decisions about each customer’s needs. Customer Perspective “We aim to elevate our customer service and experiences to new heights. We are confident we can achieve this with Salesforce’s global expertise and proven track record in CRM, trusted AI, and data analytics,” said Yasuhide Mizuno, Chairman and CEO of Sony Honda Mobility. Salesforce Perspective “We are thrilled that Sony Honda Mobility has chosen the scalability, reliability, and expertise of Salesforce technology. By integrating their customer data on a single and trusted platform, we are excited to support Sony Honda Mobility as they scale excellent service to customers worldwide,” said Shinichi Koide, Chairman, President, and Chief Executive Officer of Salesforce Japan. The Result By harnessing Salesforce’s advanced technology, Sony Honda Mobility is poised to revolutionize its customer service and experience, ensuring a more connected, efficient, and personalized interaction for its customers globally. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 11, 2024in Einstein 1 Platform, Generative AI, Mulesoft, Salesforce, Salesforce Data Cloud, Salesforce Implementation Services, Salesforce Manufacturing Automotive Energy, Salesforce Tableau

10Jun

AI-Powered Smarter Media

Transforming Retail Media: Personalization and Faster Monetization with Smarter Media Dentsu, a leading growth and transformation partner, has announced a strategic collaboration with Salesforce, the world’s #1 AI-powered CRM, to launch Smarter Media—an innovative solution designed to accelerate retail media monetization through personalized buying experiences powered by AI. Why Smarter Media Matters With shifting consumer priorities, personalized retail experiences are more critical than ever. Salesforce research highlights that: Smarter Media addresses this growing demand by enabling retailers to quickly adapt, offering tailored buying experiences that strengthen customer loyalty while driving revenue. What is Smarter Media? Smarter Media combines the power of Salesforce’s ecosystem—including Media Cloud, Sales Cloud, and Marketing Cloud Engagement—to deliver an end-to-end retail media solution. The platform assesses a brand’s retail media maturity, identifies gaps, and creates a roadmap to optimize media, technology, and skills. The solution simplifies access to advanced media technology, empowering brands to connect with customers 24/7, expand their customer base, and nurture long-term relationships. Key Features and Benefits 1. Comprehensive Assessment 2. AI-Powered Personalization 3. Built for Retail Media Success 4. Quick and Easy Adoption How Smarter Media Works Smarter Media combines Salesforce Sales Cloud’s leading sales and pipeline management tools with Media Cloud’s Advertising Sales Management application. The result is a solution that seamlessly supports both simple and complex retailer models: Real-World Value Across Retail By addressing challenges like fragmented media strategies and inaccessible technology, Smarter Media delivers transformative value for retailers: Driving Innovation Together Paul Lynch, Integrated Solutions Lead for Commerce and Retail at Dentsu UK&I, shared: “Smarter Media will democratize cutting-edge technology for brands by providing a one-stop solution to create personalized buying experiences. In today’s experience economy, maintaining compelling customer relationships has never been more vital.” Christopher Dean, SVP and GM for Communications, Media & Entertainment at Salesforce, added: “By combining Salesforce Media Cloud’s industry-specific solutions with Dentsu’s creative retail media expertise, we’re making advanced media technology accessible for retailers, helping them thrive in a competitive market.” The Future of Retail Media Smarter Media from Dentsu and Salesforce offers a transformative approach to retail media, empowering brands to deliver personalized experiences, improve customer loyalty, and accelerate revenue growth—all while leveraging cutting-edge AI and automation. With its ability to deliver value in just six months, Smarter Media is the ultimate solution for retailers looking to succeed in today’s fast-paced, customer-centric market. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 10, 2024in Data, Salesforce, Salesforce Media Cloud, Technology

08Jun

Dynamic Content Powered Email

Elevating Email Marketing with Dynamic Content Customers don’t want to feel like just another number to your brand. Relying on a generic “batch and blast” email marketing strategy is likely to land you in the customer’s spam filters—or worse, prompt them to unsubscribe. However, with Dynamic Content Powered Email, you can create a relevant and timely experience they’ll remember for all the right reasons. The Power of Personalization In an era where privacy and security dominate the headlines, it’s surprising that 83% of consumers are willing to share personal data for more personalized experiences. This isn’t just an interesting tidbit—it’s proof that people expect and value personalized experiences from brands. This tradeoff—data for personalization—presents a significant opportunity for marketers who can uphold their end of the bargain. Nowhere is this more evident than in the inbox. Dynamic email content allows for the creation of personalized messages that update when the email is opened, meeting readers’ expectations for tailored communication. The Importance of Dynamic Email Content Modern email marketing must prioritize engaging and relevant content to avoid poor performance and potential relegation to spam folders. Recent developments, such as the loss of third-party cookies, make it increasingly challenging to acquire the right data for personalization. Let’s explore some tactics and resources to achieve quick email marketing wins without the heavy lifting, by automating impactful experiences in the inbox. Understanding Dynamic Email Content Dynamic email content, often called live email content, refers to messages that change based on the subscriber’s personal preferences or history with your website. Unlike static ads, dynamic content offers a tailored shopping experience, increasing engagement and fostering brand loyalty. For example, using dynamic elements such as live polls or customized product recommendations can make subscribers feel valued and understood. Interactive emails enhance the overall experience and encourage deeper engagement. Case Studies in Dynamic Email Success Dynamic content engages audiences and prompts action, crucial for both business success and email program health. Email engagement metrics influence whether your emails are delivered to the inbox or spam folder, making engaging content essential for ISP trust. Not just customer trust. Leveraging First- and Zero-Party Data First-party data is now more important than ever. Email provides a direct line to subscribers, enabling the collection of valuable insights into their preferences and behaviors. This data can fuel further personalization efforts. For example, UK hospitality brand icelolly.com used dynamic email content to display searched and abandoned deals, resulting in a 35% higher open rate, a 201% increase in click-through rate, and a 45% increase in conversion rate. Popular Types of Dynamic Email Content Implementing Dynamic Email Content Simply Personalization with dynamic email content doesn’t have to be resource-intensive. No-code solutions or templates can streamline the process, allowing ongoing implementation with minimal effort. For instance, PrettyLittleThing used automation in birthday emails to show the correct star sign content based on the opening date, driving a 38% increase in click-through rates. Dynamic Content Powered Email has emerged as a powerful tool for marketers aiming to meet and exceed consumer expectations. By incorporating dynamic elements—such as live polls, countdown timers, and personalized images—marketers can create engaging, memorable experiences that build stronger customer relationships and drive brand loyalty. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

June 8, 2024in Salesforce

21May

Education Cloud Academic Operations Explained

Education Cloud Academic Operations Academic Operations serves as the central hub for creating and managing your institution’s learning-related objects and the relationships between them. With this powerful tool, staff can: The entities you set up in Academic Operations—such as learning courses, programs, and schedules—lay the groundwork for the Recruitment & Admissions and Student Success apps. For instance, curricula and program data form the basis of your course catalog, while plans created in Program Plan Builder flow into Intelligent Degree Planning, guiding the Learner Progress View. Configuring Academic Operations To configure Academic Operations for your institution: Integration Capabilities Salesforce’s education data model seamlessly integrates with various Salesforce tools, including Data Cloud, Marketing Cloud, Salesforce Scheduler, and Einstein AI, as well as custom components like a comments feature and outcome management tools. This integration ensures a comprehensive solution for managing and enhancing the entire learning experience. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

May 21, 2024in Salesforce Education Cloud, Salesforce Education Solutions

21May

Connections and State of AI

Salesforce Unveils Latest State of Marketing Study Ahead of Annual Connections Conference CHICAGO, May 21, 2024 – As Salesforce gears up for its annual Connections marketing and commerce conference, the company has released the ninth edition of its State of Marketing study. This year’s conference, themed around AI, marketing, and commerce, sets the stage for a deep dive into the future of these interconnected fields. AI Takes Center Stage: The study, drawing insights from over 4,800 marketers across 29 countries, reveals that AI is both the top implementation priority and the biggest challenge for marketers in the coming year. An impressive 63% of marketers currently use generative AI, with an additional 35% planning to adopt the technology within the next 18 months. Key AI applications identified include automating customer interactions, generating content, analyzing performance, automating data integration, and driving real-time best offers. Regional Variations: While AI is a global priority, regional differences are notable. In the US, AI implementation ranks second to improving ROI/attribution, whereas in the UK, it doesn’t even make the top five priorities. Despite these differences, both US and UK marketers cite AI implementation as their third greatest challenge. Countries prioritizing AI include South Korea, UAE, Argentina, Germany, Italy, Japan, Poland, Portugal, and Spain. Interestingly, AI does not feature in the top five priorities for India and Singapore. Challenges in AI Implementation: Across the board, data exposure and leakage are the top concerns related to generative AI, followed by a lack of necessary data, unclear strategy or use cases, fear of inaccurate outputs, and concerns about copyright/IP issues. These challenges vary by industry. For instance, government and media/entertainment sectors worry about AI job displacement, while other sectors focus on biases, brand adherence, and general distrust of AI. Data Integration Struggles: Marketers use an average of nine different tactics to capture customer data, including customer service interactions (88%), transaction data (82%), mobile apps (82%), web registrations (82%), and loyalty programs (80%). However, integrating this data into a unified system remains a significant challenge. Only 31% of marketers are fully satisfied with their ability to unify customer data, and many still rely on IT support for basic marketing tasks. The Personalization Paradox: Despite technological advances, fewer than six in 10 marketers can fully personalize familiar channels like email and mobile messaging. This gap highlights the ongoing struggle to meet rising customer expectations for personalized experiences. Steve Hammond, EVP and GM of Marketing Cloud at Salesforce, emphasizes the importance of personalization at scale: “Customers want to feel like they’re more than just a number. They want relevant experiences that create relationships. But personalization is still a challenge, especially at massive scale.” Looking Ahead: The findings from the State of Marketing study will undoubtedly fuel discussions at Connections. While the potential of AI is exciting, the need for a solid data foundation is critical for realizing its benefits. As the conference unfolds, diginomica’s Jon Reed will be on the ground in Chicago, providing updates on key insights and discussions. About Salesforce: Salesforce is the leading AI CRM, empowering companies to connect with their customers through a unified platform that combines CRM, AI, data, and trust. For more information, visit www.salesforce.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

May 21, 2024in Salesforce, Salesforce Einstein

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