Digital Customers go daily through the 4 moments of truth and face companies’ 4 customer orientated departments – Marketing, Sales, Service and PR. But they also engage with other users, share their opinion online and influence someone else’s customer journey through conversations.
Knowing and utilizing this information creates an excellent opportunity for you to get a competitive edge in the market. That is achieved through social listening.
Organic and Paid reach is great when you promote your company, but have you thought about the opposite approach – following and listening to the market? With Social Listening you can know what and when your customers are saying or sharing, what your competition is doing and how it communicates, and where the market is going.
Social Listening can serve as a strategic tool helping you identify and undertake the right strategic steps.
WITH SALESFORCE CLOUD
– Customer Journey
Create the perfect customer journeys with Salesforce’s Journey Builder across all communication channels and departments. Remove bottlenecks along your customers’ experience and adapt journeys to the individual.
– Email Marketing
Target your segments with best looking personalized emails for all devices, and insert dynamic content with Email Studio. Manage your campaigns with an ease and analyze performance of your efforts.
– Social Listening & Marketing
Increase cooperation between your Social team and Service and Sales departments improve your customers journey and experience through Social Studio.
Publishing on Facebook, Instagram, Twitter, Pinterest, LinkedIn, Google+ and YouTube has never been easier.
You can Listen, Engage, Identify and Analyze in a single environment your:
– Performance Marketing
Integrate your performance marketing efforts with your CRM data and achieve 1-to-1 advertising for great results. With Advertising Studio you manage your paid campaigns on Google, Facebook and Facebook Audience Network, Twitter, Instagram and LinkedIn.
– Mobile Marketing
Send personalized mobile messages to your customers based on their activities and/or location with Mobile Studio.
– Marketing Automation
With Pardot you can manage your B2B marketing automation, increase leads and conversion rates and boost your team’s productivity.
– Data Platform & Analytics
Capture, combine and analyze data with Salesforce DMP (Data Management Platform) and Data Studio in order to gain valuable insights about your customers and their activities. Build the right Customer Profiles for boosting your marketing efforts and when you need more data, simply buy from the most trusted network for 2nd and 3rd party data sources.
Manage sales like never before and have your customers’ data (purchases, service history, etc.) in front of you anytime on any device.
– Accounts and Contacts
With out-of-the-box and customized fields you can store whichever data needed for a company, team or individuals.
Your sales team will always be prepared for a meeting and will track progress with few clicks or taps and your marketing campaigns will be tailored and provide more revenue.
– Leads, Opportunities, Sales
Through Sales Cloud your organization and sales team will always be able to track the progress of accounts and individuals in the sales funnel and adequately respond to any needs.
– Sales Data
Sales data is available for your accounts and contacts and can be enriched for better sales.
– Automated Workflows
Design and automate any business processes and integrate approvals where needed through the Visual Workflow.
– Reports and Forecasts
Knowledge is valuable and with Sales Cloud you access real-time reports on who bought what, when, where, how much and any other data you could possibly need.
Based on that you can manage your performance and revenue streams, worldwide operations, expand to new territories, manage regional campaigns and country efforts and accounts offers in a multicurrency environment.
– AI power
With Salesforce’s Einstein AI you and your departments will receive highly-valuable suggestions for improving productivity and operations.
– Cases/Tickets Management
– Customer Data
Access individuals’ or organizations’ past purchases and communication seamlessly when a question or problem arises.
– Automated Workflows
Design and automate any service processes and integrate approvals where needed through the Visual Workflow.
– Reports and Forecasts
Knowledge is valuable and with Service Cloud you access organization’s cases/tickets performance worldwide every day in real-time. can take informed decisions where to improve the organizational’s processes.
– Telephony Support
Integrating Salesforce with your CTI system will let your service teams be more productive by knowing everything about the person or organisation calling and by being able to fastly log notes and comments, which will be available to all people involved with the account.