Why Salesforce is the key tool for increasing customer satisfaction and sales

22 July, 2020


Each customer is unique with different needs in terms of products and services. CRM software, such as Salesforce, can help you address these successfully.

Our customers are our priority, that is why we must try our best to satisfy them by offering them as much information about all our products and services as possible, isn’t that right? Not quite. Each customer is unique with different interests and needs in terms of products and services. So, addressing those needs in a personalized matter is the key to gaining their loyalty and trust. And how can businesses personalize their marketing efforts? CRM software, such as Salesforce, is one of the most effective ways of doing that.  

What is Salesforce? 

Salesforce is the world’s number 1 CRM Software; it is a powerful tool that can revolutionize the way you talk to your customers.  

But what exactly is a CRM Software? According to Salesforce, Customer Relationship Management (CRM) is a strategy that companies use to manage interactions with customers and potential customers. CRM helps organisations streamline processes, build customer relationships, increase sales, improve customer service, and increase profitability. 

Improving customer satisfaction and retention with personalized marketing 

Salesforce can help you direct your marketing efforts, and offers you the tools you need to make your sales and marketing team more productive and effective. To that end, you’ll find the Sales and Service Clouds extremely helpful!  

With Sales Cloud, you can grow your accounts faster, while catering to your clients’ individual needs. With the features provided by the Sales Cloud, you’ll have a complete view of your customers through invaluable features such as activity history, key contacts, customer communications, and internal account discussions. Add to that the insightful reports, practical dashboards and forecasting tools offered by the program, and you have the perfect tool for managing and satisfying your customer at an individual level!  

Service Cloud can really help you top off your customer experience and make customers fall in love with your brand! This service provides insightful data to your agents to really understand your customer on a personal level, creating a shared view of them and their every interaction. In addition, it offers you the opportunity to support any customer on any channel, including social media.  

Is personalized marketing important? 

One might ask how important is personalized marketing and if it is really worth creating personalized messages for each customer. Based on the findings of a research done by Salesforce, it seems that it is. This research surveyed more than 7,000 consumers and business buyers to understand what makes the modern customer tick. 58% of consumers said that a personalized experience is very important when purchasing from a company, compared to 59% who said the same for buying from a well-respected or well-known brand. Therefore:  

A connected customer’s propensity to buy = your brand + level of personalization. 

What is more, 52% of consumers said they were somewhat likely to switch brands if a company doesn’t make an effort to personalize their communications to them, while 57% of consumers said they were willing to share personal data in exchange for personalized offers or discounts. Also, 52% of them were willing to share information for product recommendations and another 53% for personalized shopping experiences. What is the most interesting finding, however, is that 2/3 of the respondents said it’s acceptable for companies to send personalized offers/discounts based on items they’ve already purchased.  

Salesforce, a powerful tool  

Based on the findings above, it is clear that we are heading towards a digitized world where the customer is more connected and demands personalized experiences. Salesforce can offer you all the tools you need to successfully harness the full potential of personalized marketing, grow your sales and acquire loyal customers that will become ambassadors of your company, promoting it to others and adding on its positive image.  

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If you are interested in learning more about Salesforce, you can contact NetUNetU is a well-established digital services company in Cyprus and Greece that acts as a Salesforce Partner since 2014 in both countries, with extensive experience and a rich portfolio of local and international projects.