How do you Know Which Salesforce Product(s) you Need?


By John Robinson

Ever wonder how to find your ideal tech stack combination in order to create a winning operational environment? 

Before tools comes deep organizational reflection. 

It’s become increasingly essential that businesses take it upon themselves to better understand how their internal processes relate to some of these hard-to-ask questions: 

  • What about my business processes make employees’ day-to-day duties difficult?
  • Which workflows complicate cross-collaboration between my neighboring teams?
  • Has the quality of my work diminished due to current business processes in place?
  • How can I produce more with the same headcount?

By asking these questions first, you can look forward to engaging and retaining customers later. 

Depending on what your job function is, what your title is and which industry you work in, consider adopting one (or all) of the below Salesforce products to meet your day-to-day work needs:

FOR A 360-DEGREE VIEW OF EVERY CUSTOMER…

Use Salesforce Customer 360 

USER PROFILES

Customer Service Agent
Client Success Manager
Customer Experience Engineer
Chief Support Officer

We’re in the age of customer reviews, which means digital brand reputation carries more weight than ever. Since customers can submit their reviews through so many different channels including your website, Google My Business, Facebook, Instagram, Twitter, Glassdoor, Amazon, Yelp, the Yellow Pages, Reddit and much more, knowing how to collect, score and leverage customer satisfaction levels in one place is mission-critical to growing and sustaining a reputable brand image. That’s where Customer 360 comes in.

Screenshot courtesy of Salesforce. Watch the full video on Customer 360 here.

Customer 360 helps Salesforce users integrate and connect different applications so actionable data can be housed in one place for service teams (and sales and marketing teams, but namely service). Learn more about it here.

FOR DEEPER SALES DATA ANALYSIS…

Use Einstein Analytics 

USER PROFILES

Chief Sales Officer
Chief Revenue Officer
VP of Sales
Account Executive

When it comes to artificial intelligence in the workplace, we’re not talking about science fiction. We’re talking about Einstein Analytics. Because companies depend on revenue forecasting models to ensure steady growth, they also require an accurate set of KPI variables for meaningful long-range projections. That’s where Einstein Analytics comes in.

Einstein AI is built right into Salesforce Sales Cloud or Service Cloud and harnesses powerful tools like machine learning, natural language processing, computer vision and automatic speech recognition to deliver meaningful business insights and hidden opportunities within your data. Through branded voice bot assistance and intelligent image recognition, you’re able to more easily identify customer engagement patterns and track your customers’ service conversation, brand sentiments and related industry offerings. Additionally, leaders are able to put their finger on the pulse of overall sales production.

FOR CUSTOM MOBILE APPLICATIONS…

Use Field Service Lightning 

USER PROFILES

Field Service Technician
Field Sales Representative
Field Marketing Representative
Field Service Manager
Director of Sales
Director of Marketing

It’s impossible to talk about Salesforce without addressing mobile, especially when we’re addressing service or sales teams that spend most of their time in the field. While plenty of workforce mobilization applications allow field service teams to manage schedules and assess inventory, a truly competitive field service operation must place greater emphasis on high-value, face-to-face interactions that position the right field expert in front of the right customer at the right time. That’s where Field Service Lightning (FSL) comes in.

These real-world FSL use case examples show how teams can get with a consulting partner to properly tailor FSL applications and provide intuitive user interfaces that depend on very little custom coding while yielding greater field efficiencies for marketers, sales reps and service technicians in the process.

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FOR MARKETING AUTOMATION…

Use Pardot

USER PROFILES

Email Strategist
Marketing Operations Specialist
VP of Marketing
Content Creator

Being competitive in the digital space is hard, but ensuring your brand is kept top of mind in front of your customers and partners is actually easier than you think. In order to avoid sending massive batch-and-blast email campaigns, companies need to better understand how to personalize their content. That’s where Pardot comes in. 

PRO TIP: A marketing automation platform isn’t the only factor that determines a winning B2B email campaign. In addition to that, tailoring a Pardot instance can get tricky without the right Salesforce partner on deck. Here are examples of custom Pardot instances we helped design. 

Want to figure out how to make these products meet your business needs? Contact one of our experts today.

 

ABOUT THE AUTHOR

John Robinson is an Account Executive at Canpango and has built and managed agile sales teams in the SaaS space for 20 years. Having worked for CRM giants like Oracle and Adobe, John’s dynamic technical knowledge of industry competitors and consultative approach to understanding key opportunities and pain points for any business allows him to deliver Salesforce solutions that meet his client’s long-term business needs.

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