SAN FRANCISCO, Jan. 12, 2021 /PRNewswire/ -- Salesforce (NYSE:
CRM), the global leader in CRM, today announced Loyalty Management,
a new product for companies across industries, including retail,
consumer goods, manufacturing, travel and hospitality, to increase
customer trust and engagement. Built on the Salesforce Customer 360
Platform, Loyalty Management allows companies to build intelligent
loyalty programs for both B2B and B2C customers with a flexible,
configurable and quickly deployable solution that fits their
specific needs. With Loyalty Management, companies can provide more
personalized consumer experiences, evolve their loyalty programs to
stay current with customer expectations and help drive business
value by creating loyal, lifelong customers.
Since the start of the pandemic, more than a third of U.S.
consumers have tried a new brand, and 80 percent of them intend on
sticking with it. While loyalty programs can help companies develop
long term relationships with customers and drive growth, many rely
on outdated, fragmented technology that fail to provide integrated
experiences and are unable to evolve with industry trends, such as
the shift from traditional point-based reward programs to exclusive
experiences and products. These loyalty programs end up offering
little value to the business or the customer and actually lower
consumer trust instead of increasing it.
Introducing Salesforce Loyalty Management
Salesforce Loyalty Management will empower companies across
industries, including retail, consumer goods, manufacturing, travel
and hospitality, to create engaging and effective loyalty programs
with clicks, not code, so that technology can be quickly
implemented and easily customized. Loyalty Management is integrated
with Salesforce Digital 360, Service Cloud and Tableau, allowing
digital leaders to deliver a connected loyalty experience across
the entire customer journey.
Salesforce Loyalty Management includes the following
capabilities:
- Flexible and complete loyalty platform: Loyalty
Management is built on the Salesforce platform so businesses can
design a variety of different programs that meet their unique
needs. Whether that is a tiered membership program or points per
purchase, businesses can flexibly configure earn and redeem rewards
programs. For example, a hotel chain can easily customize offerings
to each local market to account for different experiences and
amenities, such as tickets to a local professional sports game or a
local winery that offers tastings, and evolve these offerings over
time based on popularity and seasonality without having to rewrite
code or update antiquated back end systems.
- Personalized loyalty offerings to drive business value:
Companies can target different segments of their member base to
ensure that offerings to consumers, business customers or partners
feel unique and customized to an industry and their customer base.
Loyalty Management allows companies to pull in their customer
data—including marketing interactions, purchase history and website
visits—to create a unified view of the customer and inform the
personalized promotions they receive. For example, an outdoor
retailer can promote an exclusive ski trip that they are offering
in partnership with a local ski resort, or a B2B manufacturer can
reward a business customer with credit for attending a webinar or
product training.
- Integrate loyalty throughout the entire organization with a
single source of truth: Because Loyalty Management is
integrated into the Salesforce Customer 360, customers can easily
sign up for loyalty programs through Salesforce Experience Cloud,
and businesses can send personalized content and notifications to
customers with Salesforce Marketing Cloud and Customer 360
Audiences. In addition, companies can integrate external systems,
like a customer data platform, with APIs and integrate third party
solutions from Salesforce AppExchange, such as geolocation-based
notifications for when a customer is near a store, to enhance their
Loyalty Management program. This creates a single source of truth
and can empower an entire organization to strengthen loyalty across
every customer interaction.
- Measure loyalty program performance: With Tableau CRM
for Loyalty Management, companies can measure program performance,
member acquisition and engagement, and partner performance in a
dashboard. As business and customer needs change, Loyalty
Management allows companies to determine the best path forward and
to adjust their programs, including promotions and offers, based on
real-time data. For example, a retailer can identify when their
members aren't using their points and offer them new incentives to
redeem points to reduce the company's point
liability.
Extending Loyalty Management through the Salesforce Partner
Ecosystem
Salesforce partners are equipped to implement Loyalty Management
for B2B and B2C customers across industries. Salesforce global
strategic partners Accenture, Capgemini, Deloitte and PwC, in
addition to consulting partner PK, served as design partners in the
development of Loyalty Management and can provide organizations
with guidance and solutions to build and strengthen loyalty
programs for customers.
Comments on the News:
- "Organizations with high levels of customer loyalty outperform
their competition, so it's critical they provide their customers
with valuable and memorable experiences to build trust," said
David Schmaier, CEO, Salesforce
Industries. "Loyalty Management allows companies across industries
to evolve their loyalty programs from transactional to
human-centric by delivering personalized, relationship-building
moments to each customer."
- "As successful loyalty programs move beyond simple point and
redemption exchanges and focus more on early access, experiences
and products, existing loyalty solutions have been slow to adapt,"
said R "Ray" Wang, Principal Analyst, Founder and Chairman,
Constellation Research. "Customers are looking for a loyalty
management product that represents the next generation of loyalty
and gives companies the freedom to create, evolve and measure a
loyalty program that is capable of providing personalized and
engaging offerings."
Availability
- Loyalty Management will be generally available in February 2021.
More information
- Learn more about Loyalty Management here.
- Connect with Salesforce on Facebook and follow @salesforce on
Twitter
About Salesforce
Salesforce, the global CRM leader, empowers companies of every
size and industry to digitally transform and create a 360° view of
their customers. For more information about Salesforce (NYSE: CRM),
visit: www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit https://www.salesforce.com, or call
1-800-NO-SOFTWARE.
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SOURCE Salesforce