Tag: Salesforce Marketing Cloud


5 Reliable Ways To Retain Customers Using Salesforce

“Gaining a new customer is TEN times costlier than retaining an existing customer.“

Hope do you agree that, even though you are in a Blue ocean with zero competition in your business today, it is not very far to enter into the Red ocean with advanced features, better service at a competitive price from the competitor.

Customers don’t think too much to switch over to competitors for any better option.

To give an example, “Reliance Jio” is the ultimate example of entering the business where already established players were doing great, smashed all of them, and created the entry barriers.

So, to succeed in any business, the role of the customer is very crucial.

Have you remembered your journey with all the pain points you faced while acquiring your first customer?

Today also, the scenario is no more different. Even though you have established in your business, gaining a new potential customer is always a nightmare.

Few crucial facts are:

  • As per HBR, companies can increase profits by 25-95% by increasing their customer retention rates by 5%.
  • As per NG Data, customer retention is faster and, on average, costs up to seven times less than customer acquisition.
  • According to a Huify article, the likelihood of converting an existing customer into a repeat customer is 60-70%, as opposed to 5-20% for a new lead.
  • According to Client Heartbeat, loyal customers are worth up to 10 times as much as their first purchase.

So, to succeed in any business, the role of the existing customer is very crucial.

If you broadly think, then the expected challenge you might face are:

  1. Your existing customers can switch at any time to the competitor.
  2. Customers might stop the renewal of the service.
  3. You will miss the opportunity to sell high ticket offers to the new customer.
  4. Want to avoid the complete cycle of Lead generation, nurturing & acquiring.
  5. Many more.

If you feel any of the above challenges will be a colossal disaster for your business, then don’t worry; Salesforce CRM has proven technology for better & effective service over customer retention.

Below are five reliable tactics using which you can retain your customer and gain your business.

#1 Using Sales Cloud“, you can close more deals faster, increase productivity, and keep the sales team filled with enough leads.

Sales cloud*source: salesforce.com

  • You can process the deals faster by tracking customer information and interactions in a single place.
  • You can increase the conversion rates by finding, nurturing, and converting more sales-ready leads.
  • You can speed up productivity with AI, automatic data capture, and process automation in one console.
  • You can make insightful decisions faster and from anywhere, with the latest information.
  • It can mark the top leads and suggest the steps using AI, that separate “deals won” from “deals lost”.

#2 Using Salesforce Service Cloud“, You can support customers from anywhere, keeping an ongoing conversation.

Service cloud*source: salesforce.com

  • You can close the customer cases faster from a single console.
  • Through self-service communities, you can provide faster service by helping customers find the answers they need on their own.
  • Based on customer behavior, we can personalize customer care and predict their needs.
  • You can provide conversational service over SMS, MMS, and group services with live messaging.
  • You can increase agent productivity while delivering connected, intelligent, and personalized service from the phone to the field.

#3 Using Salesforce Marketing Cloud“, you can build and manage the customer journey by delivering the right message at the right time on the correct channels.

Marketing cloud

*source: salesforce.com

  • You can engage customers by using CRM and other data to automate and personalize your email marketing.
  • You can create one-one customer journeys in email, mobile that connect across marketing, sales, service, and more.

#4 Make customers happy with Small Business Solutions.”

  • You can retain 45% more customers by keeping them happy and serving on any channel.
  • You can gain 37% more revenue by selling faster anywhere.
  • You can integrate the app 52% more quickly by connecting everything you do in one platform.
  • You can find 44% more leads with the right customers with personal interaction.

 #5 Identify and Re-engage your inactive customers through Salesforce Integration.

  • You can identify potential customers who are inactive for quite some time due to various reasons.
  • Apart from the marketing software, you can also benefit from an email marketing tool, such as MailChimp, and integrate with Salesforce.
  • Using MailChimp, you can identify the inactive subscribers, re-engage them by communicating emails such as offers, discounts, or competitions.

Let’s Conclude

Customer retention is the most critical & cost-effective way to grow a business. Whereas customers don’t overthink switching over to competitors for any better option, we have to try our best to retain them, and Salesforce CRM is the ultimate solution.

If you are looking for Certified Salesforce consulting services, please contact us today!


Salesforce Connections 2018: Salesforce Marketing Cloud Goes Live With Google Analytics 360 Integrations

Salesforce has been working with Google in an effort to enhance their marketing effectiveness. Both the tech giants worked together utilizing respective platforms and strengths. After six months of endeavor, Salesforce Marketing Cloud went live with its first Google Analytics 360 integrations.

The recent integrations are designed in order to help enterprises understand their customers and make more impactful marketing decisions using Salesforce’s robust marketing platform integrated with Google’s Analytics 360 web analytics solution. Salesforce’s president and chief product officer Bret Taylor announced this along with new AI and commerce cloud initiatives at the inaugural Salesforce Connections conference in Chicago. The conference was focused on the B2C marketing and drew around 10,000 attendees.

With this new initiative, marketers will be able to analyze cross-channel engagement data in one place. There will be a single customer life-cycle analytics dashboard placed in the Marketing Cloud. Marketers can visualize how their email, mobile, and web interactions are performing from the dashboard itself.

The Salesforce-Google partnership was first announced by Salesforce founder & CEO Marc Benioff at Dreamforce 2017 conference last year November. Addressing the Salesforce Connection attendees on Google integration, Taylor told ” Competing for customers today goes beyond building the best product. It requires creating connected digital experiences that transcend individual touch points. It is the greatest opportunity that we’ve had in generations to connect to consumers.”

As per a recent Salesforce State of the Connected Customer report, 80% of the customers believe that the experience a company offers is as important as its products or services, and 57% of the customers have stopped purchasing from a brand because another brand offered a better experience. Still, there is a large number of companies who are struggling to match customer’s expectations for a faster service backed by excellent experiences. This can be only driven by disruptive technologies.

The beta trail which will be starting in the third quarter of this year will allow marketers to create audience segments like category buyers, loyalty members and abandoned browsers in Google’s Analytics 360 before connecting & engaging those audiences within Marketing Cloud. The dashboard will show products that are getting viewed but not purchased. This will help the marketers create new audience groups based on that information in Analytics 360 and publish it to the Marketing Cloud. They can even re-target those audiences by offering additional information or discounts via email or mobile notifications.

Taylor’s keynote also directed on new innovations for the Salesforce Einstein artificial intelligence for CRM offerings that is developed into the Salesforce platform as the new marketing, commerce, and service innovations. The latest Salesforce Marketing Cloud Einstein innovations are Einstein Segmentation & Einstein Splits. Einstein Segmentation will analyze billions of customer signals by leveraging machine learning and pattern analysis to unlock customer behavior and identify new customers to reach with more personalized messages. On the other hand, Einstein Splits allows marketers to build personalized customer journeys based on Einstein engagement. Einstein Split stats will land in the Marketing Cloud Journey Builder to examine customer paths and messaging tactics.

Taylor also highlighted new marketing, commerce, and service innovations.

  • Commerce Cloud B2B Commerce is designed to deliver customer-focused shopping experiences to business buyers with B2B-specific functionality.
  • Marketing Cloud Interaction Studio empowers companies to visualize, analyze and manage contextually relevant experiences to consumers, which includes offers, promotions, discounts and much more across a brand’s online and offline channels.
  • Service Cloud LiveMessage, which expands SMS support globally to 17 countries in APAC, EMEA and Latin America, including Singapore, France, and Brazil, allows companies to communicate with their customers through a two-way mobile messaging. Customers can message a brand to ask any question, schedule a delivery time, initiate a return, or any kind of feedback.

In the end, Salesforce has announced new integration pilots between Service Cloud and Commerce Cloud designed to increase customer satisfaction and facilitate customer service to become agile by accessing commerce data in real-time. Commerce Journeys brings together Marketing Cloud and Commerce Cloud to help marketers to start transactional and behavioral journeys based on customer actions, such as dropping shopping cart, confirming an account or making a purchase.


Source: Salesforce

Einstein, Salesforce

A New Boost for Social Media Marketers – Salesforce Einstein Platform

There have been many aspects and capabilities of Salesforce. One such capability is bringing the Artificial Intelligence to Social Media Marketing. Along with this Salesforce has been deploying Einstein Vision within the Salesforce Marketing Cloud.

Marketers are already said to use the Social Studio, to engage actively with their customers on the social media platform. The publishing of posts, and even tracking consumer sentiment on various social platforms has become one more purpose. Now, they will be able to use Einstein Vision to track all the image based social media posts.

Einstein Vision for the Social Studio is currently available for Twitter and estimated that it will later be available for other platforms as well. It gives all the marketers access to four types of image libraries, including some two million brand logos, around 60 scenes, approximately 200 foods, and even 1,000 objects.

What most of the marketers have been telling us is that the entire social world has remarkably turned into a visual medium. In fact, it has been noticed that on Twitter if you open up a list or any feed, a good percentage of it is image based. Marketers are in need of tools that can help them figure it out, in an automated process than having every human being going through all of those images manually.

Social Studio is definitely one of the several areas where Salesforce has indeed integrated Einstein this year, and image recognition certainly has value when it comes strictly to social media analysis: Deloitte has predicted last year that people would share or even store 2.5 trillion photos online in 2016.

There has also been; three major use cases for Einstein in the Social Studio:

First, marketers can utilize it for the consumer insight, i.e. to learn more about what type of people are posting images of their products or even for that instance brand logos.

Secondly, Marketers can as well use it to track the usage of their images and even logos. For example, if a company sponsors a major event, such as music festival, it could use Einstein Vision to track all the social media posts from the event. But only the ones that include any imagery of their brand.

Lastly, the tool is also said to help with customer service. It enables marketers to quickly spot all the inquiries about a product or even other requests for help with relevant images.