Connectivity between Salesforce CRM Clouds and Commerce Cloud

Amidst CRM Transformation, can you think of the best customer service experience you’ve ever had? Isn’t it hard to remember?

Everyone agrees that excellent customer service makes a lasting impression and when done well, can create customers for life. Let’s look into why the companies are falling behind to meet the expectations of their customers.

Consider a company that interacts with its customers using its website. It’s a sure thing that the company wouldn’t think of redesigning its website just for its customers’ ease of use or having a personalized and seamless shopping experience across all channels and devices. Instead, they would invest in doing so only if the website was too old or had equally essential reasons derived from direct fiscal gain. But, when customers interact with various departments via different channels and devices, data needs to be unified/integrated across all these touch-points, to provide an integrated customer experience - failing to do so results in fragmented customer experience.

Today’s customers expect tailored and personalized shopping experience based on their past interactions, irrespective of the channel and devices they used, expecting companies to adapt based on their actions and behavior.

Repairing a fragmented customer experience takes targeted effort across all departments of your organization and the right technical tools to pull it off. But it’s worth it. Getting the company to a place where customers, staff and leadership are all on the same page will lead to further conversions, sales, and, ultimately, stronger customer loyalty.

Now that we know what customers expect, let’s look into Salesforce Commerce Cloud and what impact do companies and their customers have on integrating it with other CRM Clouds.

Salesforce supports a complete customer journey across all primary functions: commerce, marketing, sales, and customer service. By integrating Commerce Cloud with other Salesforce clouds, the organization can power the entire customer life-cycle.