Salesforce, commonly known as “The World’s Favorite CRM Software” builds business software on a subscription basis. CRM stands for “Customer Relationship Management” and helps a company keep track of their contacts and communication in order to maximize sales and communication between departments.
(Infographic source: Simplus)
What are Salesforce Campaigns?
Salesforce Campaigns is an outbound marketing project that you want to plan, manage and track within Salesforce. It is a marketing initiative that can be a direct mail program, seminar, print advertisement, email or others. This helps you organize campaigns into hierarchies for easy analysis of related marketing tactics and know other such things.
Or in simpler terms, Salesforce Campaigns are the link between your marketing initiatives and CRM. They allow you to create visibility, track, measure and report on your marketing programs in Salesforce.
Salesforce Campaigns is a great initiative to help you know where your business is headed. An underrated technique but known to be one of the finest ways to understand the growth of the business in the form of ROI.
1. USE it as an integration tool:
Salesforce as a tool can act very beneficial to improve your customer service experience. It can act as an integrating tool where you can streamline all customer communication under one place. It can be used as an integration tool and can help you work faster and better.
For example, your marketing team is using HubSpot Marketing Software, your customer service team uses Zendesk and your sales team is using Salesforce. With the help of Salesforce, you can merge them. You can integrate HubSpot and Zendesk with Salesforce. This will create a transparent data funnel where the marketing, sales and customer service teams will have a 360-degree view of every customer. With this, marketing, sales and customer service will be on the same page and improve customer service.
The integrations of support apps and customer service can help streamline the touch points of customer communication. Instead of transferring data manually from one app to another, interactions that you record with a customer using your customer service software can be captured and registered in your CRM as well. This can be helpful to you in many ways.
This helps us know our customer more and help us work for their needs. This approach results in a positive customer service experience. This helps consumer satisfaction which is very important.
2. Personalize Customer Data:
During your time with your customer, you know about his preferences, likes and dislikes. Salesforce works as an accumulates data and puts your personal data in a proper slot. It then uses it to take control of the consumer relationship and uses the data to personalize your emails so that they resonate with your customers. This helps customers feel special and improve your ties with them.
IMG (An e.g.,. of an email with a name attached to yours.)
In the image, you see, my name, which is pretty standard to find these days. You also see my search history from their website with few buying suggestions for me as well. As a customer, it is a great experience for me. I am not bothered by emails with content that is not of my interest.
It is all tailored according to the things that interest me.
Salesforce helps you collect a gold mine of customer data, including downloads and website activity. This data can also be used to segment your customers with personalized emails through MailChimp. MailChimp is a primary email marketing app that provides you various facilities to reach out to a bulk of customers in one go.
MailChimp also has an app designed for Salesforce which helps MailChimp subscribers from Salesforce leads and contacts and contributes to upload subscribers of MailChimp as Salesforce leads as well. Building segments in your MailChimp list, create MailChimp campaigns and view and manage MailChimp campaign activity and reports within your Salesforce account.
Create a campaign in MailChimp and send e-goodies and coupons to your customers. Keep them happy! This improves the chances for customer retention to increase manifolds.
3. Reach out to your customers through social media:
According to research, there is a 15% increase in churn if you fail to respond to your customers via social channels. You must be actively responsive on social media. If customers are asking you questions on twitter, answer them on twitter.
But how would you know about such interactions?
Twitter Advanced Search feature can help you keep track of such interactions, but these can sometimes be very hectic. Salesforce app is the best solution for it. Salesforce for Twitter and Facebook can do all the heavy lifting for you. Collate all your Twitter and Facebook messages which are relevant to your business in one inbox. Respond to a message by hitting the “reply” button. This shall help you never miss out on any important message.
You can search based on keywords and schedule the feed to refresh every five minutes.
4. Salesforce Conversations:
You can see how I jumped onto a conversation that was happening on Twitter. I found it by setting up filter for the keywords “PieSync”.
Twitter pie sync conversation – View your customer social profiles within the Salesforce dashboard.
Social media conversation in Salesforce – Add a personal touch in conversations with your contacts. This can be very useful for adding a personal touch to conversations with your contacts. Take a look at their social media profiles before important meetings with them and find common points to strike a conversation with them.
The message to take home is to interact with your customer to make them feel comfortable. With this approach, you are likely to keep their business.
5. Integrate Salesforce with Your Customer Service Platform:
In the latest research from Accenture, 52% of consumers have switched providers (across all industries) due to poor customer service. In the US, the total estimated revenue that is lost due to poor customer service is $1.6 trillion. This is a huge amount of income! Thus, customer service plays a pivotal role in revenue generation.
Customer service is the new marketing and is the most efficient way to retain loyal customers. Matthew Mercuri, Director of Human Resources, Dupray Inc, tells the reason for customer service to fail. “The main reason for its failure is no connection between the sales and customer service. CRM’s account file is not adequately handed off to the people who require it. Sales Representatives and Account Managers have done their due diligence with the sale component, and most of them simply scramble inefficiently when problem arise.”
CRMs can help retain the customer by extending the natural pipeline. This can be achieved by inserting new steps like helping the customer after a sale occurs. This includes finding a way to deal with customer complaints. Customer agents should be well acquainted with all the facts and should also be instant in responding to customer queries.
You can integrate Salesforce with your customer service platform. The customer service team can keep track of any outstanding customer issues and prevent issues from falling through the cracks.
Salesforce’s Service Cloud is an integrated customer service platform that allows customer service teams to get an overview of all of the customer interactions which includes email, phone, connected devices and social media channels. Your team of customer service can then respond to your customers immediately, with the knowledge of their entire history and without leaving the platform. If such a system is implemented, you can easily turn complaints into glowing reviews.
Track Customer Interaction
You are likely to lose a customer if his/her interaction reduces. If your customer has not been in touch for six months, chances of losing that customer are more. Tracking customer interaction in Salesforce can be done by searching the data fields and sorting them by date of the last contact.
Automating this process can help you automatically on weekly or monthly basis bring to you customers interaction. This can help you check with them and extend them the best of offers based on their previous interactions.
In addition, ‘People Based Analytics' can help you dig deeper and know your customer better. Salesforce Campaigns can prove to be very beneficial for your business and can help you in many ways. Salesforce Training provides in depth ways in which salesforce can act as a building tool for your organization. We will show you trends and user activity, allowing you to segment and find where your best customers are coming from.
With Salesforce, it is very easy and simple. You create a campaign and you manage all processes and procedures single-handedly.
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