First announced at Dreamforce in 2018, Salesforce has its eyes set on a new customer data platform (CDP). Salesforce most likely will not release it until Fall of 2019, but more has come out about Salesforce Customer 360 since its initial announcement. Salesforce has boasted a set of powerful new features that hope to give organizations a multichannel view of their customers. The new platform is based around integration from all data touchpoints. Although, the problem lies in the integration of data across multiple touchpoints and creating a full view of a customer. With the 2018 acquisition of MuleSoft for $6.5 billion in 2018, Salesforce hopes to unlock data integration across legacy systems, cloud apps, and devices to create a continuous and highly differentiated experience for their customers. To deliver a unified customer experience, Salesforce has employed a powerful set of services within Customer 360 that will include:
Customer 360 ID and Profile Across Apps
Customer 360 promises a unique and unified ID for each person to stitch multiple records together of that person across different systems. It is important to understand that this is the same individual across platforms, no matter the way that person has identified themselves or if they have identified themselves at all. This solves the identity management issue of pulling customer data from multiple touchpoints. Also, enabling users to pull up customer data from cross platform and be certain they are dealing with the same individual.
A series of pre-built packages for service, marketing, and commerce will help companies get up and running quickly. These packages will contain components that handle the most common use-cases across the cloud. Built for connectivity and automation to help companies start strong.
Click-based UI for app and data management
The user interface will allow admins to establish secure data connections between various sources while using clicks. Customer data will not be stored in a centralized location, but instead will be drawn from each original data source when needed. The user interface will be a location for data preparation, defining, mapping, applying rules, and more. Being able to create a data model that provides a single representation of your customer from all connected systems. A complete way to securely manage customer data from multiple sources in a single user-friendly interface.
Salesforce Customer 360 is defining a new way of approaching a complete customer view. Data touchpoints are integrated creating a single continuous experience for the customer. Users will be able to view customer interactions across departments. Now, a sales rep will be able to see support cases before heading into a meeting. Service reps can view prior purchase history and open sales opportunities. Salesforce Customer 360 creates a single view for users to create a continuous differentiating experience for the customer.
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