Salesforce Connections 2019—what an action-packed and informative three days! With over 450 transformative breakout sessions from Twitter, BMW, Fidelity, Nordstrom, and more groundbreaking Trailblazers, we were spoiled with great choices. Throughout several sessions, the message was clear–retailers should dive in deep with marketing, commerce, and service to work stronger across multiple channels.
There was also a lot of buzz this year about three major updates:
With tools like Customer 360 and AI-powered Einstein, more Salesforce clients can create better views of their customers, and thus, better experiences. How? By bringing the Salesforce Clouds together with upgraded predictions and suggestions.
Maintaining the lifetime value of customers
Refers to the continuous value that a select customer base can bring you. These customers are the ones who have established a loyalty-based relationship with your brand and are the best candidates for cross and upsells. With personalization, delivering highly customized, intent-based experiences to your customers will enable you to secure their loyalty.
B2B2C business model
Patrick Stokes, SVP of Product Management for Salesforce Customer 360 said, “Traditional B2B sellers now want to have a direct relationship with their consumers because they need to understand who their end consumer is so that they can compete.” B2B commerce aims at gaining a more holistic view of all its accounts to ultimately better position their marketing teams to adjust the customer’s journey in real time based on their engagement.
Theater session by our subject matter experts
Rolf Kraus (GSPANN’s Practice Lead) and Johnny Vu (Salesforce Commerce Competency Lead) took the stage to present a session, titled ‘SFRA vs. MFRA vs. Pipeline—which increases your cart conversion more quickly?’ to communicate the differences between current and historical Salesforce Commerce Cloud architectures, how they impact customer experiences, and affect your cart conversion. The session was very well attended by the people wanting to understand the many acronyms and names Salesforce uses for its various versions of Salesforce Commerce Cloud.
It was exciting to be able to test drive the latest Salesforce products and features for marketers with product experts’ guidance. There was something for everyone at the event - dancing stuffed animals, entertaining talks from the likes of Peter Sagal (of ‘Wait Wait… Don’t Tell Me!' fame), and Gwen Stefani’s energetic performance.