// CUSTOMER 360

Unlocking customer insights for [enhanced] engagement that increases growth and profitability

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The challenge

In today’s interconnected world, understanding a customer’s multifaceted journey is pivotal to fostering loyalty and driving growth. Customers interact with brands through myriad channels, be it online shopping, social media engagement, or in-store experiences.

However, piecing together these interactions to form a cohesive and comprehensive view is challenging for many organizations. Fragmented data, legacy systems, and siloed departments often result in an incomplete or disjointed view of a customer.

A true Customer 360 approach consolidates every touchpoint, preference, and interaction, providing organizations with a panoramic view of each customer. Without this integrated approach:

Companies risk sending mixed or conflicting messages. According to Salesforce’s “State of the Connected Customer” report, more than 75% of consumers expect companies to provide a consistent experience wherever they engage with them, be it via social media, mobile, or even directly in person.

The lack of a holistic view of customers can lead to missed opportunities.

Brands that offer personalized experiences are more likely to create loyal customers and drive revenue growth.

To truly thrive and offer unmatched customer experiences in this digital age, a comprehensive Customer 360 approach is not just preferable — it is paramount.

At at glance

Our Customer 360 solution provides organizations with an integrated, holistic view of customers, drawing from various touchpoints, channels, and interactions. By leveraging advanced data analytics and AI, we ensure that every engagement with your customer is informed, personalized, and seamless.

Organizations who implement our Customer 360 solution can benefit from:

Comprehensive insights

Consolidate disparate data into a singular, accessible platform.

Data-driven decision making

Use advanced analytics to spotlight key customer behaviors, preferences, and pain points.

Increased customer loyalty

Understand the full scope of a customer’s journey.

The impact

Anticipate needs and preferences to streamline the decision-making process for targeted marketing and product development.

Enhanced customer engagement

Drive loyalty by delivering personalized experiences tailored to individual customer behaviors and preferences.

Recognize and reward loyal customers with relevant offers, strengthening relationships and increasing lifetime value.

Operational efficiency and decision making

Reduce data fragmentation and silos, enabling faster, data-informed decisions.

Strategize marketing and sales efforts more effectively by understanding which channels and touchpoints resonate most with different customer segments.

Refined marketing strategies

Fine-tune marketing campaigns by leveraging insights from the Customer 360 data, ensuring better ROI and conversion rates.

Identify at-risk customers early and design interventions to improve retention rates.

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Improved sales conversions

Equip sales teams with rich customer profiles, ensuring they approach prospects with the most relevant pitches and solutions.

Reduce the sales cycle by anticipating and addressing potential objections or hurdles before they arise.

Boosted customer support and service

Provide support teams with comprehensive customer histories, ensuring faster issue resolution and more personalized assistance.

Enhance customer satisfaction by understanding and addressing pain points proactively.

Optimized product and service development

Leverage deep insights into customer preferences and needs, guiding product and service development in directions most valued by the customer base.

Reduce product development missteps by ensuring offerings are closely aligned with customer desires and market trends.

Insights and resources

Insight

Accelerating the path to Customer 360

Unlock the power of Salesforce Data Cloud by downloading the new white paper from Egen.
Insight

Delivering the right strategy for insights with data cloud

Data Cloud is a Salesforce tool that brings the power of real-time data to Customer 360 to create customer insights.
Client Story

Amplitude: Improving sales by engaging with the right customers at the right time

We helped implement an Enterprise 360 solution in Salesforce CRM Analytics that provides a holistic view of what is happening…

Meet the team

Ian Hagerman

Senior Manager,
Analytics Solutions

Ian Pinholster

Manager,
Solutions Engineering