What is Salesforce? | Salesforce Explained

00:08:50
https://www.youtube.com/watch?v=TUXh42V_ng4

Resumo

TLDRIl video discute come le aziende possono migliorare le loro relazioni con i clienti utilizzando AI e CRM, concentrandosi sui prodotti Salesforce, in particolare sulla piattaforma Einstein 1. Salesforce facilita la gestione dei dati dei clienti attraverso strumenti per vendita, marketing e supporto clienti. La piattaforma Einstein 1 integra AI in tutte le applicazioni, migliorando la produttività e la soddisfazione del cliente. Inoltre, offre soluzioni per unire e visualizzare dati, integrando varie app per fornire una visione completa del cliente. Einstein, l'AI di Salesforce, è progettata per la sicurezza dei dati aziendali. Si adatta alle esigenze specifiche dei clienti, permettendo agli operatori di concentrarsi su compiti più importanti.

Conclusões

  • 🤖 Salesforce integra AI con CRM per migliorare le relazioni con i clienti.
  • 👥 CRM gestisce i dati dei clienti e supporta diverse funzioni aziendali.
  • 🎯 Einstein offre soluzioni di targeting e personalizzazione per il marketing.
  • 📈 La piattaforma Einstein 1 unisce intelligenza e automazione per tutte le app.
  • 🔒 Salesforce garantisce la sicurezza dei dati con misure avanzate di privacy.
  • 📊 Data Cloud connette dati interni ed esterni per esperienze connesse.
  • 💡 L'intelligenza AI di Einstein comprende e personalizza le interazioni dei clienti.
  • 📲 Salesforce permette visualizzazioni dei dati intuitive per tutti i dipartimenti.
  • 🚀 L'integrazione dei dati potenzia l'automazione e l'efficienza delle operazioni.
  • 🌐 Una visione globale del cliente assicura un servizio coordinato tra i reparti.

Linha do tempo

  • 00:00:00 - 00:08:50

    Ogni attività desidera migliorare le relazioni con i clienti e l'intelligenza artificiale, insieme a dati affidabili, offre un grande potenziale per questo. Salesforce, una delle piattaforme CRM più avanzate al mondo, consente di personalizzare ogni interazione con il cliente grazie a strumenti integrati di AI e CRM, aumentando la produttività dei dipendenti e migliorando i risultati aziendali.

Mapa mental

Vídeo de perguntas e respostas

  • Cos'è un CRM?

    CRM sta per Gestione delle Relazioni con i Clienti, un sistema che gestisce i dati dei clienti e aiuta le aziende a interagire in modo più efficace.

  • Cosa offre Salesforce per migliorare le relazioni con i clienti?

    Salesforce offre Einstein, un portafoglio di prodotti che integra CRM, AI, dati e fiducia su una piattaforma integrata.

  • Come Einstein può aiutare il settore marketing?

    Einstein aiuta nel marketing identificando il pubblico target, costruendo percorsi personalizzati e lanciando campagne.

  • In che modo Einstein supporta il servizio clienti?

    Per il servizio clienti, Einstein fornisce supporto immediato su qualsiasi canale e informazioni dettagliate sui clienti.

  • Cos'è la piattaforma Einstein 1?

    Einstein 1 è la piattaforma che integra intelligenza, automazione e sviluppo di app low-code in un'unica soluzione per le aziende.

  • Perché è importante integrare i dati per l'AI?

    L'integrazione dei dati è essenziale perché l'AI funzioni efficacemente, accedendo a dati rilevanti su clienti e business.

  • Quali sono i vantaggi dell'utilizzo di Einstein in Salesforce?

    I vantaggi includono maggiore produttività dei dipendenti, personalizzazione delle interazioni e migliori risultati aziendali.

  • Come Salesforce garantisce la sicurezza dei dati?

    Salesforce fornisce privacy a livello aziendale, con misure di sicurezza che proteggono e nascondono i dati del cliente.

  • Come Einstein migliora l'efficienza degli operatori di vendita?

    Einstein aiuta gli operatori di vendita a scrivere email di follow-up e riassumere le chiamate, risparmiando tempo.

  • Qual è l'importanza di avere una visione a 360 gradi del cliente?

    Garantisce che tutte le interazioni del cliente siano visibili a tutte le parti dell'azienda, migliorando il servizio e le vendite.

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Rolagem automática:
  • 00:00:00
    Every company wants to improve its relationships with customers.
  • 00:00:03
    And AI, along with their trusted customer data,
  • 00:00:06
    has so much potential for doing just that.
  • 00:00:09
    But hey, I get it.
  • 00:00:11
    It can be really hard if you don't know where to start
  • 00:00:13
    or how to set up your company for success.
  • 00:00:15
    Luckily, that's what Salesforce is all about.
  • 00:00:18
    Salesforce pioneered the first ever cloud based CRM
  • 00:00:22
    and today is the number one A.I.
  • 00:00:25
    CRM in the world.
  • 00:00:27
    Okay, well, wait a second.
  • 00:00:29
    Not sure what CRM is.
  • 00:00:30
    Well, you know, I got you here.
  • 00:00:32
    CRM stands for Customer Relationship Management.
  • 00:00:36
    It's basically a system that manages your customer data and gives every team
  • 00:00:40
    in your company is the use tools that help them take action.
  • 00:00:43
    We're talking tools for sales, service, marketing, commerce
  • 00:00:48
    and even industry specific ones like financial services and health care.
  • 00:00:52
    Now, Einstein q is the full portfolio of Salesforce products that brings CRM.
  • 00:00:58
    AI, data, and trust
  • 00:01:00
    together on one integrated platform with Einstein 1.
  • 00:01:04
    You can increase employee productivity and improve customer relationships
  • 00:01:08
    by personalizing every interaction, which leads to better business results.
  • 00:01:12
    Now, let me give you some examples here.
  • 00:01:14
    For marketing, you can do something like identify target audiences
  • 00:01:18
    and build a customized journey and launch a campaign for sales.
  • 00:01:22
    You can see every deal in detail and prioritize leads
  • 00:01:25
    that are most likely to buy.
  • 00:01:27
    And for customer service, you can provide immediate support on any channel.
  • 00:01:31
    We like to say these tools are better together,
  • 00:01:34
    with everyone working together on the same platform.
  • 00:01:37
    Your service teams can see every customer interaction in sales, marketing
  • 00:01:40
    and commerce, and sellers can see if a customer has open support cases
  • 00:01:45
    or if they've engaged with any marketing activities like emails or your website.
  • 00:01:49
    Everyone gets a 360 degree view of every customer,
  • 00:01:53
    and that is what we call a Customer 360.
  • 00:01:56
    No matter what size, stage or industry your business is in.
  • 00:02:00
    You can create your own customer 360 and unite all your departments
  • 00:02:03
    around a single shared view of your customers.
  • 00:02:06
    These days, companies need CRM to be successful.
  • 00:02:10
    But with AI, you can get even more value from it.
  • 00:02:13
    It's like a power up that helps you do everything easier, faster and better.
  • 00:02:19
    But using AI won't really help if your apps aren't integrated
  • 00:02:21
    and your data is siloed, or if you're relying on public
  • 00:02:25
    AI models alone to help you build a successful future.
  • 00:02:28
    In AI, Salesforce addresses all these problems head on and how?
  • 00:02:33
    Well, first you've got to get your data together.
  • 00:02:35
    Listen, AI only works if it can access relevant data
  • 00:02:38
    about your customers and your business.
  • 00:02:40
    So to enrich your CRM and take action on your data faster, you need a data
  • 00:02:45
    engine that connects your customer data from a variety of sources.
  • 00:02:49
    Now, as a Salesforce user, you'll enter data like accounts,
  • 00:02:52
    contacts, leads and cases.
  • 00:02:55
    But the customer profile you're adding these interactions too,
  • 00:02:58
    can be so much more powerful when it has data from other systems too,
  • 00:03:02
    like how your customer has been interacting with your website
  • 00:03:05
    or using your products.
  • 00:03:07
    That's where Data Cloud comes in.
  • 00:03:09
    Now, Data Cloud connects data to Salesforce,
  • 00:03:11
    so it's readily available in apps that marketers, salespeople,
  • 00:03:15
    customer service reps and more use every day.
  • 00:03:18
    And that goes for external systems outside of Salesforce, too.
  • 00:03:22
    I mean, today the average company uses over
  • 00:03:25
    a thousand different apps to track a single customer.
  • 00:03:29
    It's impossible to create connected experiences
  • 00:03:32
    for your customers and actually use your data.
  • 00:03:34
    If all these systems don't talk to each other.
  • 00:03:37
    But Salesforce has a library of connectors that let you integrate even more
  • 00:03:41
    apps and data into Salesforce no matter where you have it stored or what format it’s in.
  • 00:03:46
    And if you want to see and understand your data visually.
  • 00:03:48
    Salesforce has solutions anyone can use to create
  • 00:03:51
    charts, graphs and other visualizations too.
  • 00:03:54
    Now, these data solutions are all designed to help you bring your data together.
  • 00:03:58
    Use the apps you want, and take action on data faster.
  • 00:04:02
    Now, after unifying your data, you can harness the power of metadata.
  • 00:04:07
    Metadata basically provides context for your data.
  • 00:04:10
    Now, without getting too much into it, think of metadata as a common language
  • 00:04:15
    for all the data across all your Salesforce apps
  • 00:04:17
    when they all speak the same language.
  • 00:04:19
    You can customize them quickly and easily and get this.
  • 00:04:23
    Any metadata tools
  • 00:04:24
    you use can be set up without code and is instantly available in any app.
  • 00:04:29
    Metadata also helps and I understand what kind of data it is,
  • 00:04:33
    how it's used and how it's related to other data in the system.
  • 00:04:37
    So it basically raises AI’s IQ.
  • 00:04:40
    Yeah, good brain thinking.
  • 00:04:42
    Now, together,
  • 00:04:43
    data and metadata enrich your CRM, so you have more automation opportunities,
  • 00:04:47
    richer customizations, smarter AI, and so much more.
  • 00:04:52
    And that brings us to how you can scale easily and securely across
  • 00:04:57
    your business to create better customer experiences and improve business results.
  • 00:05:01
    Like I said before, using public models alone that just won't cut it.
  • 00:05:06
    They pool information from the internet,
  • 00:05:09
    don't know your customers and this is really important.
  • 00:05:12
    They can retain everything you ask them, which can put your most sensitive data at risk.
  • 00:05:17
    But Salesforce, they created a trusted A.I.
  • 00:05:20
    called Einstein that's specifically designed for CRM.
  • 00:05:24
    Fun fact we call our portfolio of products Einstein 1
  • 00:05:28
    because it's one platform with Einstein, AI built into every app
  • 00:05:33
    since Einstein AI works across all your Salesforce apps.
  • 00:05:36
    You don't have to deal with using ten different apps with ten different models.
  • 00:05:41
    That's why you're able to scale one AI
  • 00:05:43
    across your entire company quickly and securely.
  • 00:05:46
    Now, when it comes to security,
  • 00:05:48
    you have the enterprise level data privacy of Salesforce.
  • 00:05:51
    So when you ask Einstein something, a number of security measures are taken
  • 00:05:55
    to make sure your data is masked or covered up
  • 00:05:58
    and forgotten by the model after the output is generated.
  • 00:06:02
    And since Einstein is grounded in your customer data,
  • 00:06:05
    it's outputs are specific to your business to it can learn from that
  • 00:06:09
    360 degree view of your customers and understand what they need.
  • 00:06:13
    And that means your team members can spend less time
  • 00:06:16
    on mundane tasks and more time on customer needs.
  • 00:06:19
    For example, sales reps can ask Einstein to write follow up
  • 00:06:22
    emails for leads and summarize phone calls and marketing teams.
  • 00:06:26
    They can ask Einstein to generate email subject lines based on past performance.
  • 00:06:31
    So Einstein knows how to help you deliver success for all your customers,
  • 00:06:35
    right in the flow of work.
  • 00:06:37
    And when I say right in the flow of work, I mean you have an actual
  • 00:06:42
    conversational AI Copilot built directly into your apps.
  • 00:06:46
    It's one persistent copilot that works across every Salesforce
  • 00:06:49
    app, which means it can see data across every department.
  • 00:06:52
    It's always ready to answer questions and summarize convos
  • 00:06:55
    with a click of a button.
  • 00:06:57
    Let's look at our sales example again.
  • 00:06:59
    And if a sales rep asks Einstein
  • 00:07:01
    to identify their top leads to follow up with, Einstein can do that.
  • 00:07:05
    But it can also see that one of those top leads has an open customer service ticket
  • 00:07:10
    and it can alert that rep to make sure they help get it resolved a.s.a.p.
  • 00:07:15
    Now this A.I. copilot even works with Slack, a.k.a the ultimate productivity booster.
  • 00:07:21
    You can search for answers in your Slack channels, summarize information
  • 00:07:25
    and update your CRM records all without leaving the flow of work.
  • 00:07:30
    Right. Pretty amazing.
  • 00:07:32
    Now, these are just a couple of examples I say can also help you build
  • 00:07:35
    automated workflows and backend processes across Salesforce and any system.
  • 00:07:40
    Now, you might be wondering how all this is even possible.
  • 00:07:44
    Well, all the tools and apps we talked about are built on the Einstein 1 platform
  • 00:07:49
    Think about the Einstein 1 platform as the technical layer
  • 00:07:52
    or the foundation of the whole Einstein 1 portfolio.
  • 00:07:56
    It's one customer platform for your entire business
  • 00:07:59
    that brings intelligence automation, low-code
  • 00:08:02
    app development, and more to every team member in your company.
  • 00:08:06
    No I.T. degree required.
  • 00:08:08
    Now the Einstein 1 platform makes your data A.I.
  • 00:08:11
    and customizations work seamlessly across every app you use,
  • 00:08:14
    and that means it can help you move faster.
  • 00:08:17
    Take action on all your customer data and pull ahead.
  • 00:08:20
    In this A.I. revolution.
  • 00:08:22
    All right.
  • 00:08:23
    So if you want to have a bright future in A.I.
  • 00:08:26
    to make your business more integrated than ever and to connect
  • 00:08:29
    with your customers in a whole new way, in all starts right here, right now.
  • 00:08:34
    Head to Salesforce.com now to learn new skills for free on Trailhead
  • 00:08:38
    Network with other trailblazers, join an inspiring in-person
  • 00:08:42
    or digital event and see how Salesforce customers are driving customer success.
  • 00:08:46
    Thanks so much for watching and we'll see you next time.
Etiquetas
  • CRM
  • Salesforce
  • AI
  • Einstein 1
  • Customer 360
  • dati integrati
  • sicurezza dei dati
  • automazione
  • produttività
  • personalizzazione