Salesforce has created Loyalty Management, a new product for companies in all sectors, from retail to manufacturing, from consumer goods to horeca, to increase the trust and involvement of customers.

Based on the Salesforce Customer 360 platform, Loyalty Management allows companies to create loyalty programs for B2B and B2C customers with a flexible, configurable and quickly implemented solution that adapts to each individual’s specific needs.

With Loyalty Management, companies can provide customized consumption experiences, develop loyalty programs and help promote corporate value by creating loyal consumers and staying over time.

Salesforce Loyalty Management, which will be available from February 2021, will allow companies to create effective loyalty programs with just a few clicks, without code, so that technology can be implemented quickly and easily customized.

Loyalty Management is integrated with Salesforce Digital 360, Service Cloud and Tableau, thus allowing you to offer a loyalty experience connected along the entire customer journey.

Salesforce Loyalty Management, functionality

Loyalty Management is based on the Salesforce platform so that companies can design a variety of different programs that meet their specific needs. Whether it’s a multi-level membership program or a multi-level point storage program, companies can flexibly configure loyalty programs.

For example, Salesforce explains, a chain of hotels can customize offers for each local market to take into account different experiences and services, such as tickets to participate in a local team sports event or a local wine cellar offering tastings, and improve offers

Personalized loyalty offers. Companies can target different segments of their customer base to ensure that offers to end consumers, business customers or partners are unique and customized for their industry and their customer base.

Loyalty Management allows you to capture customer data, including marketing interactions, shopping history and visits to the website, to create a unified customer view and send personalized information about the promotions they receive.

For example, a sports goods retailer can promote an exclusive ski holiday that it offers in collaboration with a local ski resort or a B2B manufacturer can reward a business customer with an extra credit for participation in a webinar or programs

Only data source for loyalty programs. Since loyalty program management is integrated into Salesforce Customer 360, customers can sign up through Salesforce Experience Cloud and companies can send notifications and customized content to customers with Salesforce Marketing Cloud and Customer 360

Companies can integrate external systems with APIs, such as a customer data platform, and integrate third-party solutions from Salesforce AppExchange, such as geolocation-based notifications for when a customer is near a store, to improve their program This system creates a single source of truth and can allow an entire organization to strengthen loyalty in every interaction with the customer.

With Tableau CRM for loyalty management, companies can measure the performance of their loyalty program, the acquisition and involvement of customers and the performance of partners in a single dashboard. As the needs of the company and customers change, the management of loyalty programs allows companies to determine the best path to follow and adapt their programs, including promotions and offers, based on real-time data. For example, a dealer can identify when his customers are not using points and offer them new incentives to redeem unused points.

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