Customer relationships are the key to any successful company.
Today’s clients are looking for more relevant, personalised, and impressive interactions with brands. Fortunately, there are tools available to help them reach these goals. CRM, or “Customer Relationship Management” software is one of the top products on the market today for managing customer conversations, and nurturing brand loyalty.
There are plenty of CRM options out there. Salesforce and Oracle, two of the market leaders in customer experience, offer some of the most sought-after CRM solutions on the market.
Today, we’re going to cover the features you get from each offering, to help you make the right investment choice.
Salesforce Customer 360 Features
Salesforce is one of the best-known companies in customer service, support, and relationship management. The leading CRM provider worldwide, this company has built a reputation for its amazing community, fantastic range of features, and unique product offerings.
The Salesforce Customer 360 platform is more than just your standard CRM solution. The platform includes everything you need for nurturing leads, connecting with clients, and improving brand loyalty. You can even connect your 360 experiences to various tools within the Salesforce space, like omnichannel conversation tracking and Einstein AI. Features include:
- Employee experience: Dedicated insights and portals for agents, as well as learning and training opportunities for development
- Platform development: Build apps, mobile experiences, blockchain connections and more in one shared environment
- Analytics: Comprehensive insights into customer service through AI, Tableau, and other in-depth reporting features from Salesforce
- Service: A comprehensive range of omni-channel contact centre tools, chatbots, routing, and pipeline support for better customer service
- Sales: A complete cloud ecosystem built to improve your chances of sales in any environment, with lead scoring and activity capturing
- Commerce: Comprehensive shopping experiences with AI recommendation, and automated sales on all devices
- Partners: Access Salesforce’s diverse partner ecosystem to connect with people who can expand your CRM environment with hardware and software
- Integrations: Integration options with a range of leading apps, including top contact centre and collaboration tools
- Success: Connections to Salesforce experts who can help with everything from technical guidance to organisational health reporting
Salesforce also recently purchased Slack, which means companies now have a native environment for collaboration within the CRM ecosystem.
Oracle Cloud CX Platform Features
Oracle’s version of the Salesforce Customer 360 platform is Oracle Cloud CX. This is a comprehensive platform, like Customer 360, which supports business leaders in building effective workflows for customer service, support, and sales. The platform builds on top of highly secure and reliable cloud technology from Oracle.
Oracle’s fantastic CX platform is home to all kinds of excellent tools, like AI analytics and insights to help you better understand your business, real-time smart segmentation, and even low-code development tools so you can build your own automated workflows. Features include: