CRM platforms such as Salesforce has come a long way since the early 2000’s when the more modern databases started hitting the market. From simply tracking customer contact information, to tracking customer purchases and interaction, to now, anticipating the buyer’s next moves, CRM platforms have become a necessity for businesses to innovate while providing the kind of customer engagement that has come to be expected in the B2B and B2C world of service.
So, how are CRM platforms, such as Salesforce, gathering, managing, and analyzing customer data for actionable business insights? Let us look at a few examples.
Activision, an American video game publisher located in Santa Monica understood that they needed to be available for communication the way their gamers like to communication, which means, it was not just over the phone. Utilizing Salesforce, the platform enabled the company to collaborate quicky by giving their customers the tools to be able to do so.
“Salesforce is enabling us to collaborate quickly, to share information quickly, and to give people the tools to do that.”
~ROBERT SCHMID, CIO OF ACTIVISION
The result for Activation is that with a good CRM system, they cut customer service-related expenses by 25%, resulting in a 378% ROI.
In fact, personalization is the name of the game for any organization to be successful in the tech age we live in.
Design Within Reach, a retail outlet that provides modern furniture for homes, patios & workspaces, focuses on custom marketing experiences within the B2B and B2C space. To make this successful, the company relies on staff to have the ability to work together to support their clientele. What this means for Design Within Reach, is the ability for staff to manage cases, keep detailed customer records, and to answer questions.
“With Salesforce, we take clienteling to a new level and offer the kind of personalized experience our customers want.”
~JOHN EDELMAN, CEO
The resulting impact is that the Design Within Reach staff were empowered to create consistent customer interaction the first time around.
Affording the ability to save money, gain revenues, and enabling staff to work efficiently are what many organizations seek and CRM platforms like Salesforce are routinely sought after by companies to help them reach these goals.
As an implementation partner for Salesforce, Astreca has experience working with companies in various industries to define business goals, identify pain points, map pain points with business goals, define metrics for success and ensure your business goals are met. (Source: Salesforce.com)