Salesforce Customer 360 connects commerce, marketing, and service into one platform. A shopper named Lauren buys from Northern Trail Outfitters using personalized campaigns, cart persistence, and service-agent-assisted checkout that drive conversion and satisfaction.
With Salesforce Customer 360 companies have the power to transform the consumer experience. Meet Lauren. Her journey to purchase the perfect running shoes will take her across Northern Trail Outfitters, commerce, marketing and service departments. Brands like Northern Trail Outfitters know it's more important than ever to work together and respond to customers quickly. With Salesforce Customer360, companies can align teams around their customers when they need it most to create better consumer experiences. Using commerce Cloud, the digital content team designs an online store that customers can explore on any device. Customer segmentation matches customers to targeted campaigns, which include personalized microsites, product lines and promotions. With marketing cloud, marketers have a complete view of customer engagement and can see campaign performance and product performance in one place. In this case, a pair of running shoes looks like a great product to promote through a new social campaign. And Northern Trail Outfitters can create targeted customer journeys that prioritize customer preferences and give customers what they really want. Like Lauren, who has been searching for new running shoes while browsing a social channel, she sees an offer for new shoes complete with a coupon code. Looks like a good deal. Clicking through to the commerce site, Lauren can easily add the sneakers to her cart. She also sees personalized recommendations to add to her order. And when Lauren's friend pulls her away before the purchase is complete, her online activity is automatically saved with her contact information in one place. Now, every team at Northern Trail Outfitters can better serve Lauren based on her unique profile, including marketing, whose abandoned cart journey will automatically send Lauren an email about completing her purchase. Along with another great incentive, a free water bottle that's too good to pass up. Even if Lauren loses her original coupon code, she can easily chat with a Northern Trail Outfitter service agent who can see her cart, apply the promotion and place the order on her behalf. Qualify her for that free water bottle. Lauren gets a final confirmation email and a chance to rate her experience. Her purchasing journey is now complete and she's ready to hit the ground running. And Northern Trail Outfitters has another satisfied customer. That's the power of a connected customer experience across departments. That's the power of Salesforce Customer 300.
