Salesforce Journey Builder is a marketing automation platform that enables marketers to monitor and analyze customer journeys. It provides a drag-and-drop interface to measure customer engagements and deliver a series of activities to guide customers throughout their journey. It delivers all customer information to predict customer’s current needs and puts them on the right path to meet their requirements. The solution extracts data from all the customer touchpoints, including email, push notifications, SMS, advertisements, apps, and the web to monitor customers’ sales activities and guide them according to their needs. The Audience Builder helps the marketer to collect data from multiple sources, such as service cloud, sales cloud, web analytics, and offline data, and in building a single view for every customer.
USP : Salesforce offers Marketing Cloud, a cloud-based digital marketing platform, for the customer journey analytics market. The Marketing Cloud consists of various products, such as Journey Builder and Audience Builder. The company enables businesses to communicate seamlessly across multiple channels so that the customers receive right information, wherever they are.
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SALESFORCECOM INC Presence in Customer Journey Analytics Software
Salesforce is a conventional customer journey analytics provider across the globe. The company has expanded its footprint in the Americas, Europe, and APAC via its physical offices, sales offices, R&D centers, and partner ecosystems. Salesforce is said to be investing a significant amount of its revenue on R&D, and is said to have increased its R&D expenditure between 2015 and 2017. It is believed that the company has invested approximately 14.4% of its total revenue in the R&D activities in 2017. Similarly, it has expanded its R&D activities by opening a new unit to conduct a research on natural language processing, deep learning, and computer vision to strengthen its product capabilities. Further, Salesforce focuses on strengthening its expertise in specific domains by partnering with significant industry players. For instance, in September 2015, Salesforce entered into a partnership with Microsoft to integrate its Customer Success Platform with Microsoft’s Office productivity apps and services. The partnership enabled Salesforce to use Skype for Business to provide the best customer experience. In addition, as a part of the organic strategy, in March 2017, Salesforce launched the Spring ’17, Einstein AI platform, to provide better customer experiences across all verticals, including sales, marketing, service, and commerce. The company uses Einstein Journey Insights to analyze the various data points and help marketers optimize their customer journeys based on the customers’ purchase history.
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