Salesforce has showcased its “Customer Success Score”, which aims to engage individual functions with the broader customer experience.
The innovation launched at Dreamforce 2023, where Salesforce also unveiled its Einstein 1 platform.
That platform offers the ability to tap various data streams and enable new cross-cloud workflows.
Yet, it also posed a tricky question for customers: where do I start?
Consider a Salesforce admin in charge of Service Cloud. They must think about building those cross-cloud workflows to benefit marketing and sales.
That’s where the Customer Success Score comes in. It helps Salesforce champions look out across clouds and outside of their functional expertise.
It does so by pulling together telemetry data, telling users: How am I using my platform?
Making this point, Rebecca Wetteman, CEO & Principal Analyst at Valoir, told CX Today:
The Success Score shows us: where are the opportunities for value that my business is not capturing? And how should that influence how I think about training, user adoption efforts, utilizing certain functionalities – or whatever it is – so I can maximize value?
Indeed, Salesforce condenses all that information into a dashboard, with a primary score based on three cohorts of data and metrics. These are:
- How effectively the business has adopted and is using Salesforce products.
- How customer experience functions consume the available Salesforce resources.
- The overall health of the Salesforce implementation.
Business leaders may dig into each cohort to learn more while receiving "actionable and personalized" recommendations to improve their "Salesforce success".
These recommendations come in a view that shows customers: here are your opportunities, here is how much you’re using the software, and here is what you need to do to get better.
Salesforce Makes Customer Experience a Team Sport
The advent of the Customer Success Score showcases how Salesforce encourages function leaders from service, sales, and marketing to think outside of their box.
Its Einstein 1 Copilot innovation – also announced during Dreamforce – offers another example of this, according to Liz Miller, VP & Principal Analyst at Constellation Research. She stated:
What I wanted to stand up and cheer about was Salesforce’s ability to show how Copilot not only helps the individual but how it also helps that individual fit into a broader customer experience strategy.
Consider the Copilot inside of Service Cloud. Yes, it suggests customer responses, offers next best action recommendations, and auto-summarizes customer interactions. But it also filters that summary back through to the broader business.
So, for example, the original seller on that account can see the customer’s sentiment and consider how that could influence their sales approach and renewal activities.
Moreover, marketing may see trends in what’s driving positive and negative sentiment and have that influence their future endeavors.
Salesforce is weaving this all together.
