Unlocking the Power of Salesforce Digital 360 for Your B2B Commerce Business

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Published on: January 13, 2021 Updated on: July 11, 2024 views Icon 661 Views

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Rahul Saini
Rahul Saini LinkedIn

Content Marketing Consultant

Rahul Saini is a published author of three books, brand storyteller, and marketing specialist with experience across multiple industries like manufacturing, IT, and publishing. He is an intellectually curious, and creative person who loves to tell stories, read books, and write fiction.

Article Reviewed By: Taran Nandha LinkedIn

Table of Contents

Are you looking to stay ahead in the digital era? Explore Salesforce Digital 360, the ultimate solution to transform your business and drive growth. In this article, we will delve into the overview, importance, and benefits of Salesforce Digital 360!

No matter how conservative your business approach might be, the world is experiencing a serious technological upheaval. More and more B2B businesses are trying to digitize their operations and move their existing IT infrastructure to B2B Commerce solutions such as Salesforce Digital 360.

Is the pandemic to blame for the dwindle in physical connections? Possibly. But we cannot deny that it has been a long time coming. 

So what’s happening now? Companies worldwide are investing thousands of dollars into becoming ecommerce-ready with cloud-based solutions such as Salesforce Sales Cloud, Salesforce Service Cloud, and Salesforce CPQ, to name a few, and are achieving new digital transformation levels in a short period. 

Sounds familiar? Is your business one of them? Have you jumped on the ecommerce bandwagon to continue to sustain your business through the pandemic? If yes, there is always room for improvement; if not, you need to get on it without wasting another day.

Experts at International Data Corporation (IDC) predict that there will be $6.8 trillion of DX investments from 2020–2023, out of which $2.3 trillion will be invested in 2023 alone. That’s a whopping figure, ain't it?

The figures are enough to sustain the claims that by 2022, 65% of the revenue in the world’s GDP will be a result of digitization. 

Many companies are amping up their catalogs and opting for Salesforce Digital 360 solutions to crossover their operations into a digital domain seamlessly.

Salesforce is one of the best-selling digital B2B CRM solution providers that are always at the forefront of adopting the latest market trends into their products to meet their customers' demands. 

In case you are unfamiliar with Salesforce Digital 360, here is a quick recap.

What is Salesforce Digital 360?

Salesforce Digital 360 is the new way of approaching B2B commerce with Salesforce. It has been created with the sole purpose of addressing the unique digital needs of B2B organizations.

The idea behind the product is to bring together Salesforce Marketing Cloud, Experience Cloud (formerly known as Community Cloud), and Commerce Cloud onto a common platform that can be implemented to accelerate B2B companies' digitization needs in 2021. 

New users can quickly learn more about it by following the learning modules on Trailhead. 

Importance of Digital 360 in the modern business landscape

In today's hyperconnected world, businesses face the challenge of staying relevant and meeting customer expectations in an ever-evolving digital landscape. Salesforce Digital 360 provides a strategic advantage by bridging the gap between customers and businesses, enabling companies to deliver seamless and hyper-personalized experiences that engage customers at every step of their journey.

How Salesforce Digital 360 benefits businesses

Salesforce Digital 360 offers an array of advantages for businesses. It provides a single source of truth for customer data, helping businesses gain a deep understanding of their target audience and tailor their marketing efforts accordingly. With powerful features such as marketing automation, personalized content creation, and real-time analytics, businesses can optimize their customer acquisition and retention strategies, enhance brand loyalty, and drive revenue growth.

Whether you are a small start-up or a multinational enterprise, Salesforce Digital 360 equips you with the necessary tools and insights to adapt, differentiate, and succeed in the digital age. Stay tuned for our upcoming articles, where we will dive deeper into specific features and success stories of Salesforce Digital 360.

How Will Salesforce Digital 360 Integration Improve Your Business in 2021?

Let’s find the answer to this question by understanding how each of the aforementioned cloud solutions in the Salesforce portfolio adds value to your business.

Salesforce Marketing Cloud

Customer 360 Audiences program redefines Salesforce’s B2B CRM to give the audiences a unified view of information reliably and straightforwardly. 

Many solutions have multiple versions of the same product, which often leads to anomalies when interacting with them across different devices. It is a common reason behind disconnected, faulty, and slow service. 

With the Customer 360 Audiences solution, you can maintain a single source for all your customers and enable them to personalize their experience safely and seamlessly.

Salesforce Commerce Cloud

Salesforce B2B Commerce Cloud is a fully equipped tool that can help you run your online business smoothly. It allows you to create an omnichannel B2B commerce platform that can serve customers on the digital storefront without compromising business operations.

In addition to the must-have features of the Salesforce Commerce Cloud, you can also expect to get Commerce Cloud Payments, a payment gateway developed in conjunction with Stripe (Salesforce’s strategic partner).

With functionalities of the Salesforce Commerce Cloud, you will be able to embed checkout portals anywhere on your ecommerce solution, in a few easy steps. 

Salesforce Experience Cloud

With the Salesforce Experience Cloud at your disposal, you can achieve higher personalization levels and quicker launch times for all your ecommerce websites. All pages, portals, communication, applications, and channels can be optimized without high-level technical expertise. 

You will be able to create customer experience pages in a breeze and also get access to solutions that allow you to create your own designs. Experience Cloud ensures a high level of customer satisfaction and also improves overall engagement.

Transforming Customer Service with Salesforce Service Cloud

Salesforce Service Cloud is a powerful and comprehensive customer service platform that helps businesses deliver exceptional customer service experiences.

A. Overview of Salesforce Service Cloud

With Salesforce Service Cloud, businesses can streamline their customer service operations, resolve customer issues faster, and provide personalized support across various channels.

Service Cloud offers a centralized solution for managing customer inquiries, cases, and service requests. It allows service agents to have a complete view of each customer's history, enabling them to provide efficient and personalized assistance.

Additionally, Service Cloud provides businesses with tools for self-service support, empowering customers to find answers to their questions independently through knowledge bases, FAQs, and online communities.

B. Features and capabilities of Service Cloud

Service Cloud comes packed with an array of features and capabilities that enhance customer service processes. Some key features include:

  • Case Management: Efficiently manage customer cases, assign tasks, and track resolutions.
  • Omnichannel Support: Engage with customers across multiple channels like phone, email, chat, and social media, ensuring a consistent experience.
  • Knowledge Base: Build and maintain a centralized knowledge base with relevant articles and resources for customers and service agents.
  • Service Analytics: Gain insights into customer service performance and agent productivity with comprehensive analytics and reporting.

These features, along with many others, enable businesses to deliver efficient, personalized, and proactive customer service.

C. How Service Cloud enables businesses to provide exceptional customer service experiences

By harnessing the power of Service Cloud, businesses can take their customer service to the next level:

  • Personalization: With a complete view of each customer's interactions and preferences, service agents can provide personalized assistance, building stronger customer relationships.
  • Efficiency: Service Cloud automates manual processes, allowing service agents to handle a larger volume of cases and resolve them faster.
  • Proactive Support: Service Cloud enables businesses to anticipate customer needs and address potential issues before they even arise, increasing customer satisfaction.

Overall, Service Cloud empowers businesses to deliver exceptional customer service experiences, fostering customer loyalty and driving business growth.

Next Step?

Adopt Salesforce Digital 360 for your B2B Commerce requirements right away! While some might debate about the need for a new solution with Customer 360 already present, you must remember that the best solution may not be the right one for every business. 

Make the most of 2021 and take your business to the next level. To know more about implementing Salesforce Digital 360 and other Salesforce development solutions, get in touch with our experts today at info@growthnatives.com.

Frequently Asked Questions

Service 360 Salesforce is a comprehensive suite of customer service tools and features provided by Salesforce. It includes various components such as Service Cloud, Field Service Lightning, and other service-related applications aimed at helping businesses deliver exceptional customer support experiences.

No, Dynamics 365 is not the same as Salesforce. Both are customer relationship management (CRM) platforms, but they are developed by different companies and offer distinct features and functionalities. Dynamics 365 is developed by Microsoft, while Salesforce is developed by Salesforce.com, Inc.

Yes, Salesforce Customer 360 is considered a Customer Data Platform (CDP). It is designed to unify customer data from various sources across an organization, providing a single, holistic view of each customer. This comprehensive view enables businesses to deliver personalized experiences and targeted marketing campaigns based on a deep understanding of their customers’ preferences and behaviors.

Data & Identity is a component of Salesforce Digital 360 that provides businesses with tools for collecting, managing, and analyzing customer data to better understand their preferences and behavior.

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