Ever been on an awkward first date? Stilted conversations, uncomfortable silences, forced laughter — the whole nine yards. As hard as you might try to connect, there’s just no spark. You cap things off with a half-hearted “This was fun, let’s do it again sometime” and hightail it home.
In the same way, when a customer’s encounter with a brand’s digital experience is rife with confusing interactions and communication gaps, it’s a recipe for disaster. But all too often, disconnected experiences are the norm — not the exception. Customers get one experience in an email, a different one on mobile and a third on the web. Moving between marketing, commerce, and service channels that are garbled and inconsistent, making customers wonder if they’re having different conversations with different companies.
At the end of the day, customers don’t care about the way your sales, marketing, product and customer service teams interact (or don’t interact). All they want is a seamless brand experience across every online and offline touchpoint. And if you can’t meet this expectation, they’ll jump into the arms of your competitor in a heartbeat.
Two core benefits of fusing Sitecore + Salesforce
Like any lasting relationship, these experiences need to be developed with customers, not for them. Technology can support this, but it’s never a solution on its own. Achieving the ideal customer relationship hinges on two key goals:
- Establish a complete 360-degree customer view.
- Automate that view to deliver personalized, scalable campaigns that drive unmatched ROI.
Here’s where Sitecore + Salesforce come into play. Together, they complete the end-to-end customer journey — equipping companies with the tools and data they need to drive targeted marketing campaigns, intuitive customer service and intelligent commerce.
How do you bring this vision to life with Sitecore + Salesforce?
Think of the Sitecore and Salesforce relationship like a theater production. Your customer-facing interfaces — websites, ecommerce and service portals, emails, chatbots, social media, etc. — are the on-stage aspect of the show. Backstage, your CRM, integrated data and predictive artificial intelligence (AI) tools support the production and keep everything on track.
The minute you connect web visitors to information stored in your back-end CRM system, you can hardwire campaigns to revenue — the Holy Grail for any marketer. So, how do you achieve this connection? Read the full blog post to find out.