Salesforce shows how to track customer journeys using Tableau CRM, surfacing feedback and survey data to spot pain points. Built-in NPS scorecards and Einstein Discovery AI recommendations help managers act on what customers say. Create custom dashboards and predictions without leaving the CRM.
January 29, 2021
Customer Lifecycle analytics built on Tableau CRM helps you glean even more value from your Salesforce surveys and Salesforce Feedback Management responses with embedded analytics and AI powered recommendations. Customer Lifecycle Home is a landing page for customer experience managers to access key metrics from across surveys and deep dive into specific areas to improve the customer journ. Jump into fully customizable Customer Lifecycle maps to identify pain points and areas of improvement across stages of the customer journey that are most important to your business. You can also view trends to see how engagement has changed over time. Understand Response Distribution to get a high level overview of customer engagement and dig deeper into a variety of views like demographics. Analyze cross tabulation to understand the correlation between types of responses. You can also get specific views for response distribution trends and demographics. Service representatives can surface insights right within the CRM workflow to boost productivity. Embedded Journey Dashboards can tell you which stage of a customer's journey needs improvement at the account level. Embedded NPS scorecards can help shed light on overall satisfaction and give you the ability to take action and add the score to your watch list for monitoring. Not only that, but Customer Lifecycle analytics comes with a pre built Einstein Discovery Story offering intelligent recommendations to help improve your overall survey responses. With Customer Lifecycle Analy, you get all these dashboards and a pre built Einstein discovery story right out of the box as well as the full power of the Tableau CRM platform so you can build custom dashboards and AI powered predictions based on your specific needs. To learn more, visit our website@salesforce.com feedback management.
