Digital has changed how we consume music and movies, as digitization has completely transformed how we buy and sell. Digital changes everything, from customer interaction to better software to increase CX efficiency. Cut to 2024, the future will be about those businesses that not only ‘embrace’ but ‘ace’ digital to touch base with their customers. And it’s no grass-cutting, cookie-cutter personalization.
2024 is the word of hyper-personalization – where you make each of your customers feel like VIPs. To make every customer feel like the ‘only fav customer,’ your business needs to behave like a CEO. But how does leader sell to everyone? Enter Salesforce – your business’s co-CEO!
A software to work like a human? What is Salesforce, what are Salesforce CRM modules? Let us find out!
What is Salesforce CRM?
Salesforce is a customer relationship management/CRM platform that provides sales, marketing, customer service and all other departments of an organization with a clear, unified video of customer data. The system operates on cloud and is built to give your customers a more tailored, connected and on-time experience. It is the intelligence every business needs to connect with customers and win over their long-term loyalty.
Gartner® recognizes Salesforce as a Customer Data Platform Leader as it revolutionizes the way enterprises manage their interactions with prospects and clients. The Forrester Wave for Customer Service Solutions 2024 also regards Salesforce as one of the prime customer service solutions.
What are some Salesforce features?
Salesforce features a complete suite of Salesforce modules or products that bring your sales, commerce, service, marketing and IT teams together on a single, shared view of customer information. Some Salesforce features include:
- Capturing prospect clients with personalized marketing
- Improving customer shopping experiences based on customer taste and preference histories
- Automation and optimization of business and customer experience
- Retargeting customers by using past data
- Grabbing more client and market share by digitalizing omni channel marketing
- Tailoring query resolutions and for enhanced customer service
- Improving customer communications
- Boosting team productivity and driving greater success
This for starters and more can be done by Salesforce, your business co-CEO. With AI capabilities in Einstein Copilot and advanced analytics powered by Tableau, there is a lot to explore in Salesforce CRM. But first, let us explore the base Salesforce modules.
What are Salesforce Modules?
Salesforce modules are essentially different functional components or Salesforce clouds that cater to varied business processes or requirements. These modules are used to automate and streamline all the areas of customer relationships.
Every Salesforce module has its own features and functionalities. Some of the common Salesforce CRM modules are Salesforce Sales Cloud, Customer 360, Service Cloud, Marketing Cloud, and Commerce Cloud.
Apart from these, Salesforce consistently keeps adding advanced Salesforce modules list to its portfolio. These are innovations and tech upgrades required as per evolving market needs. The implementation of Salesforce CRM modules will depend on the specific requirements and niche of your company.
Salesforce Modules:
- Sales Cloud
- Marketing Cloud
- Commerce Cloud
- Service Cloud
- Data Cloud
- Customer 360
Salesforce Sales Cloud Module
Salesforce Sales Cloud is a powerful tool that offers comprehensive sales oversight, from initial customer contact to the final sale (or the development of a long-term relationship).
Sales Cloud goes beyond basic contact management. It offers a centralized platform for:
- Real-time Sales Pipeline Monitoring: Track every lead, opportunity, and deal at every stage, providing invaluable insights into your sales funnel’s health.
- Seamless Customer Communication: Connect with customers at their convenience – email, phone, or social media – all consolidated within the platform for a complete conversation history.
- Data-Driven Decision Making: Generate reports with valuable metrics like conversion rates, sales cycle length, and individual performance. These insights empower data-driven decisions to optimize your sales strategies and maximize profitability.
The beauty of Salesforce Sales Cloud module lies in its adaptability across industries. Let’s explore some use cases:
How a High-Tech Company Amped Sales Efforts with Salesforce Sales Cloud Module
- Tracked complex sales cycles involving multiple decision-makers and technical specifications.
- Automated tasks like quote generation and proposal creation to improve sales rep efficiency.
Watch how market-leading manufacturer, supplier, and exporter of smart industrial equipment that specializes in Smart Sensors for complex automation and smart factory applications deployed Salesforce and partner company, Uneecops:
Travel Company Gives Customes a Smooth Ride Across Touchpoints
- Managed customer profiles with travel preferences and booking history for personalized recommendations.
- Monitored sales pipelines for various travel packages and destinations to optimize inventory allocation.
How this Electrical Company offers Lightening Fast After Sales Support, Powered by Salesforce Sales Cloud Module
- Managed service contracts and track technician assignments for after-sales support.
- Generated reports on project profitability to identify areas for cost optimization.
Investing in Salesforce Sales Cloud module empowers sales teams to work smarter, not harder. You’ll benefit from enhanced visibility, improved communication, and data-driven decision-making, ultimately leading to increased sales growth and a competitive edge.
Salesforce Marketing Cloud Module
Marketing success hinges on delivering impactful experiences across all touchpoints. Salesforce Marketing Cloud module empowers you to do just that. This comprehensive marketing automation platform goes beyond basic campaign creation – it’s a conductor for your entire marketing orchestra. It is a single platform for these essential marketing activities:
- Multi-Channel Campaign Management: Craft targeted and personalized campaigns across email, social media, mobile, web, and more.
- Automated Workflows: Eliminate repetitive tasks with automated triggers and nurture sequences.
- Landing Page Creation: Design high-converting landing pages optimized for lead capture.
- Lead Scoring & Segmentation: Identify your most qualified leads and segment your audience for targeted messaging.
- Advanced Analytics: Gain insights into campaign performance and customer behavior to optimize future efforts.
Marketing Cloud empowers diverse businesses to achieve their unique goals. Let’s explore some industry-specific applications:
A FMCG Company (Fast-Moving Consumer Goods) Delivered Fresh, Crisp Customer Journey’s using Salesforce Marketing Cloud Module:
Utilized Marketing Cloud module’s journey builder to design personalized customer journeys that nurture leads, promote brand loyalty, and encourage repeat purchases. For example, design a journey that follows up on abandoned shopping carts, prompts repeat purchases of frequently bought items, or offers personalized discounts based on previous purchases.
How a Retail Company Heightened Shoppers Lifecyle using Salesforce Marketing Cloud Module:
- Omnichannel Marketing: Designed and executed targeted campaigns across various channels like email, SMS, social media, and in-store signage to reach customers at their preferred touchpoints and create a consistent brand experience.
- Personalized Customer Engagement: Leveraged customer purchase data and location information to offer personalized recommendations and special offers in-store or through targeted mobile notifications.
Automotive Company Puts Customer Targeting into High Gear with Salesforce Marketing Cloud Module:
- Crafted targeted email campaigns, social media ads, and personalized website experiences that resonate with each customer.
- This laser focus translated into higher engagement, qualified leads, and ultimately, increased sales.
Marketing Cloud seamlessly integrates with Salesforce Sales Cloud. This two-way data flow provides a unified view of your customers, allowing for targeted communication and a more personalized buying experience. Marketing Cloud becomes the engine generating high-quality leads, while Sales Cloud empowers your team to convert those leads into loyal customers.
Investing in Salesforce Marketing Cloud module empowers marketing teams to deliver impactful campaigns, nurture leads, and drive sales growth. You’ll gain the ability to create a seamless customer journey, personalize touchpoints, and make data-driven decisions for marketing success.
Salesforce Service Cloud Module
Hitting the customer experience bullseye is paramount in today’s competitive landscape. Salesforce Service Cloud empowers your organization to deliver exceptional service and build lasting customer loyalty. Service Cloud module goes beyond basic ticketing systems, offering a comprehensive suite of tools to streamline operations and ensure customer satisfaction. It helps with:
- Case Management: Track and manage customer inquiries and issues efficiently, ensuring resolution within Service Level Agreements (SLAs).
- Knowledge Base: Create a centralized repository of self-service resources like FAQs and troubleshooting guides, empowering customers to find solutions themselves.
- Customer Support Automation: Utilize automated workflows and chatbots to resolve common issues quickly, freeing your agents to handle complex cases.
- Omnichannel Support: Offer seamless customer support across multiple channels (phone, email, social media) for convenient interaction.
Service Cloud caters to the unique needs of various industries. Let’s explore some real-world applications:
How a Trading Company Uses Salesforce Service Cloud module to Deepen Customer Bonds
- Managed complex trade inquiries and tracked account activity to ensure smooth execution and efficient resolution of trade-related issues.
- Utilized Service Cloud’s Knowledge Base to provide readily available information on regulatory requirements, trading platforms, and frequently asked questions.
Pharmaceutical Company Optimizes Field Service and Compliance Processes for Customer-first Experiences:
- Tracked and managed inquiries related to product usage, side effects, and drug interactions, ensuring timely and accurate responses.
- Leveraged Service Cloud’s reporting features to monitor compliance with regulatory requirements and identify potential safety concerns.
How a Manufacturing Enterprise Delivers On Time with Salesforce Service Cloud Module:
- Salesforce helped deliver orders on time by notifying order placement, service request and installation service to company’s various department on time.
- Linked all service departments to offer frictionless customer service.
Unwrap the success story of one of India’s leading manufacturer of flexible packaging solutions who deployed Salesforce to uncover the ultimate customer and business experience:
Investing in Salesforce Service Cloud empowers your enterprise to reduce customer churn and boost revenue growth.
Salesforce Commerce Cloud
Empower your B2B or B2C business with the industry-leading Salesforce Commerce Cloud module. This powerful cloud goes beyond traditional e-commerce, allowing you to reach more buyers, personalize the shopping experience, and create customer journeys that foster loyalty. Why Choose Salesforce Commerce Cloud module?
- Omnichannel Commerce: Sell seamlessly across multiple digital channels – your website, mobile app, marketplaces – providing a unified customer experience.
- Personalized Shopping: Leverage customer data to personalize product recommendations, promotions, and content for a more engaging shopping experience.
- Streamlined Order Management: Manage orders efficiently, track inventory levels across channels, and automate fulfillment processes for enhanced customer satisfaction.
- B2B and B2C Capabilities: Cater to the specific needs of both B2B and B2C buyers with features like custom pricing tiers, account management tools, and self-service options for B2B customers.
How it helps:
Logistics Company Takes Efficiency to the Next Mile with Salesforce Commerce Cloud module:
- Offered customized shipping options and real-time tracking capabilities for B2B and B2C customers.
- Managed complex logistics and fulfillment processes with efficient inventory management tools.
How this Personal Care Company Sells Smarter with Salesforce Commerce Cloud Module:
- Offered subscription options for recurring deliveries of personal care products.
- Ran targeted marketing campaigns to promote new product launches and seasonal offers.
With Salesforce, see how a leading personal care company built a multilingual B2B marketplace, achieved localization and improved customer satisfaction: https://www.uneecops.com/case-study/global-leader-in-personal-care-specialty-centralized-worldwide-customer-communication-with-salesforce/
Salesforce Data Cloud Module
It is a central hub that breaks down data silos and seamlessly unifies customer information from all your Salesforce applications. The magic of Data Cloud lies in it being like the central nervous system for your entire Salesforce ecosystem. It streamlines customer data management by:
- Standardizing Data: Utilizes a single, unified data model to organize and structure customer information consistently across all connected applications.
- Eliminating Silos: Breaks down data silos, allowing seamless data flow between Marketing Cloud, Sales Cloud, Service Cloud, and more.
- Creating a 360-Degree View: Provides a comprehensive and real-time view of each customer, including purchase history, interactions, preferences, and sentiment analysis.
- Salesforce Customer 360 module
- Customer 360 goes beyond traditional CRM by offering bi-directional information flow across all stages of your sales funnel. This means you can:
- Track every touchpoint: From marketing campaigns and website visits to sales calls and service interactions – gain a comprehensive view of your customer journey.
- Unify customer data: Eliminate data silos and integrate customer information from various modules (Sales Cloud, Marketing Cloud, Service Cloud, etc.) and external applications.
- Gain real-time insights: Access up-to-date customer data throughout the sales process, allowing for more informed decisions and personalized interactions.
Customer 360 seamlessly connects with other Salesforce applications, creating a unified platform for managing your entire customer lifecycle.
The Salesforce ecosystem is vast, and more Salesforce modules or add-ons are added to amplify the platform capabilities.
Applying Salesforce CRM Modules in 2024: Salesforce Becomes Your Co-CEO
In 2024, Salesforce is not just a CRM platform; it’s your strategic partner, acting as a virtual co-CEO for your business. Salesforce is enhancing its capabilities by integrating AI, data, and trust elements into its CRM modules. The addition of advanced analytics and Salesforce Einstein brings predictive and forecasting abilities, helping businesses win a larger market share and capture a bigger chunk of loyal customers. Salesforce partners, like Uneecops, play a pivotal role in this transformation. As a Salesforce Ridge partner, Uneecops, has been playing a pivotal role in infusing Salesforce in the processes of global companies like Contrinex, Blue Dart (DHL), SKF, Crompton Greeves and more. Discover how a California-based business advisory firm amped up stakeholder and client journeys with Salesforce and Uneecops:
Amplifying Salesforce Abilities with Accelerators
Uneecops further amplifies Salesforce’s capabilities with its proprietary accelerators. These accelerators, such as:
- WhatsApp Integration
- True Caller Integration
- File Tagging
- BCG Product Portfolio Analysis
- Intelligent Geolocation, and Beat Planning]
- Contact Information
- Non-Moving Inventory
- Custom CPQ (Configure, Price, Quote)
- Single View Competitor and Account Planning
Partnering with Uneecops enables you to leverage Salesforce’s capabilities, ensuring that your CRM strategy is future-proof and drives business growth.
Prep to Take the Biggest Piece of the Pie
Customer experience — and the world — is changing by the day. With so many grabbers of the pie, it’s critical to have a hyper-personalized CX strategy to ensure you’re not just aiming to sell — but preparing to WOW your customers. The keyword again, ‘Salesforce + Uneecops!’
