There’s a saying in the Salesforce ecosystem that both veterans and newbies will be familiar with: “If it’s not in Salesforce, it doesn’t exist.” If a sales rep had a meeting with a prospect or customer, but it wasn’t logged in Salesforce, how can anyone know that it happened, and more importantly, what was the outcome?
Customer 360
Imagine you join a company as an Account Manager, responsible for managing the relationship with a group of existing customers. If you join and there is no data available on your customers, how can you do your job effectively?
You would have to try to gather this data from other sources, which would take an exorbitant amount of time and most likely result in very low data quality. This would prevent you from doing your job as an account manager effectively and possibly result in a poor customer experience.
Enter, Salesforce Customer 360. Salesforce’s mission is to provide every user a 360-degree view of customers, prospects, partners & more.
This means no matter what your role is, you have all the data you need right at your fingertips in Salesforce. Account managers have their customer’s key contacts, contract terms, previous opportunity data, and more available to them.
Customer service reps can view data about cases when a user requires support. This makes them more effective when answering the customer’s query.
Knowledge transfer time is reduced when the data is held in the Salesforce database and anyone can log in to the system to find out key pieces of information, if required. This results in less information getting lost in word-of-mouth transfers of knowledge or when an employee leaves the organization suddenly, which happens all too often.
Enabling effective data collection on Salesforce alleviates numerous issues and results in happier employees and happier customers.
Reports & Dashboards
Once your organization starts collecting data on Salesforce, you can use that data to run reports and add those reports to dashboards. Dashboards are a collection of reports that enable users to see key pieces of information at a glance.
For example, sales leadership might have a sales dashboard where they track won opportunities, open opportunities, and various other segments of data to help analyze both successes and failures, to drive improvement across the business.
