{"id":52773,"date":"2023-09-26T10:58:17","date_gmt":"2023-09-26T09:58:17","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=52773"},"modified":"2023-09-28T08:44:04","modified_gmt":"2023-09-28T07:44:04","slug":"salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/","title":{"rendered":"Salesforce Creates a \u201cCustomer Success Score\u201d to Help Businesses Maximize Their Investment"},"content":{"rendered":"<p>Salesforce has showcased its \u201cCustomer Success Score\u201d, which aims to engage individual functions with the broader customer experience.<\/p>\n<p>The innovation launched at Dreamforce 2023, where Salesforce also unveiled its <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-announces-einstein-1-as-its-core-platform-teases-free-data-cloud-tableau\/\" target=\"_blank\" rel=\"noopener\">Einstein 1 platform<\/a>.<\/p>\n<p>That platform offers the ability to tap various data streams and enable new cross-cloud workflows.<\/p>\n<p>Yet, it also posed a tricky question for customers: where do I start?<\/p>\n<p>Consider a Salesforce admin in charge of Service Cloud. They must think about building those cross-cloud workflows to benefit marketing and sales.<\/p>\n<p>That\u2019s where the Customer Success Score comes in. It helps Salesforce champions look out across clouds and outside of their functional expertise.<\/p>\n<p>It does so by pulling together telemetry data, telling users: How am I using my platform?<\/p>\n<p>Making this point, <strong>Rebecca Wetteman, CEO &amp; Principal Analyst at Valoir<\/strong>, told CX Today:<\/p>\n<blockquote><p>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 \u2013 or whatever it is \u2013 so I can maximize value?<\/p><\/blockquote>\n<p>Indeed, Salesforce condenses all that information into a dashboard, with a primary score based on three cohorts of data and metrics. These are:<\/p>\n<ul>\n<li>How effectively the business has adopted and is using Salesforce products.<\/li>\n<li>How customer experience functions consume the available Salesforce resources.<\/li>\n<li>The overall health of the Salesforce implementation.<\/li>\n<\/ul>\n<p>Business leaders may dig into each cohort to learn more while receiving &#8220;actionable and personalized&#8221; recommendations to improve their &#8220;Salesforce success&#8221;.<\/p>\n<p>These recommendations come in a view that shows customers: here are your opportunities, here is how much you\u2019re using the software, and here is what you need to do to get better.<\/p>\n<h2>Salesforce Makes Customer Experience a Team Sport<\/h2>\n<p>The advent of the Customer Success Score showcases how Salesforce encourages function leaders from service, sales, and marketing to think outside of their box.<\/p>\n<p>Its <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-debuts-einstein-1-copilot-an-ai-assistant-that-covers-all-of-its-apps\/\" target=\"_blank\" rel=\"noopener\">Einstein 1 Copilot innovation<\/a> \u2013 also announced during Dreamforce \u2013 offers another example of this, according to <strong>Liz Miller, VP &amp; Principal Analyst at Constellation Research<\/strong>. She stated:<\/p>\n<blockquote><p>What I wanted to stand up and cheer about was Salesforce\u2019s ability to show how Copilot not only helps the individual but how it also helps that individual fit into a broader customer experience strategy.<\/p><\/blockquote>\n<p>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.<\/p>\n<p>So, for example, the original seller on that account can see the customer\u2019s sentiment and consider how that could influence their sales approach and renewal activities.<\/p>\n<p>Moreover, marketing may see trends in what\u2019s driving positive and negative sentiment and have that influence their future endeavors.<\/p>\n<p>Salesforce is weaving this all together.<\/p>\n<p>&#8220;GenAI can do a lot to improve functional workflows,&#8221; continued Miller. &#8220;It\u2019s the cross-functional flows that are really tricky to do. API, microservices, JSON, all of these are great. Yet, it\u2019s still difficult to connect all these things \u2013 and that\u2019s what Salesforce is thinking about right now.&#8221;<\/p>\n<p>Airkit &#8211; the low-\/no-code self-service experience designer that <a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-inks-agreement-to-acquire-airkit-ai\/\" target=\"_blank\" rel=\"noopener\">Salesforce snapped up last week<\/a> &#8211; fits seamlessly into this environment.<\/p>\n<p>Sure, service teams will most likely utilize the tool. However, sales can use it to automate enrollment, and marketing may implement bots to present customers with discounts.<\/p>\n<p>These are just two examples that show how Airkit will not just sit in one function. Thanks to Salesforce\u2019s broader view \u2013 the CRM leader can enable its cross-cloud value.<\/p>\n<h2>Customer Experience Measurement Becomes More Prescriptive<\/h2>\n<p>Another fascinating aspect of the Customer Success Score is how it challenges conventional customer experience measurement.<\/p>\n<p>Indeed, Salesforce follows the likes of Genesys \u2013 with its <a href=\"https:\/\/www.cxtoday.com\/data-analytics\/genesys-unveils-its-experience-index-a-new-approach-to-measuring-customer-experiences\/\" target=\"_blank\" rel=\"noopener\">Experience Index<\/a> \u2013 and NICE \u2013 with its <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/nice-launches-industry-benchmarks-brings-genai-to-customer-experience-measurement\/\" target=\"_blank\" rel=\"noopener\">Industry Benchmarks solution<\/a> \u2013 in giving businesses AI-driven, targeted advice on where they can improve. Such an approach is less reliant on numbers and more prescriptive.<\/p>\n<p>For instance, the Success Score gives actionable guidance to businesses when implementing systems alongside recommendations for improvements in solutions already rolled out.<\/p>\n<p>In doing so, Salesforce more actively supports customers in addressing the gap between the reality of a Salesforce deployment and the picture of Nirvana it paints during its Dreamforce events.<\/p>\n<p>Of course, the pessimist\u2019s view is that the CRM leader and its fellow providers may use such measures to have customers utilize further aspects of the platform \u2013 which may increase their bills.<\/p>\n<p>But, especially in the case of Salesforce, it\u2019s more likely an endeavor to ensure customers use what they\u2019re already paying for. An effort to ensure no app is left under-utilized.<\/p>\n<p>That has proven a problem for the CRM leader, as <a href=\"https:\/\/www.cxtoday.com\/crm\/this-could-get-ugly-an-honest-analysis-of-the-salesforce-price-hikes\/\" target=\"_blank\" rel=\"noopener\">an analysis of its recent price hikes underlined<\/a>.<\/p>\n<p>Yet, in leading this charge, Salesforce can support customers in moving beyond benchmarking and towards a tangible roadmap for improving business, employee, and customer outcomes.<\/p>\n<p><em>Capture more insights from Rebecca and Liz on Einstein 1 and other Dreamforce news as they join <strong>Michael Fauscette, Founder, CEO &amp; Chief Analyst at Arion Research, <\/strong> <strong>Dan Miller, Lead Analyst and Founder of Opus Research<\/strong>, and myself on an upcoming episode of our CX BIG News Update.\u00a0<\/em><\/p>\n<p><em>Don&#8217;t want to miss out? <strong><a href=\"https:\/\/www.cxtoday.com\/account\/\" target=\"_blank\" rel=\"noopener\">Subscribe to the CX Today Newsletter<\/a>.<\/strong><\/em><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce has showcased its \u201cCustomer Success Score\u201d, 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 [&hellip;]<\/p>\n","protected":false},"author":4063,"featured_media":52777,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61014],"class_list":["post-52773","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-crm","tag-workforce-optimization","brands_to_track-salesforce","editorial_type-feature","intent-loyalty"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Salesforce Creates a \u201cCustomer Success Score\u201d to Help Businesses Maximize Their Investment - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including CRM, Workforce Optimization and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Creates a \u201cCustomer Success Score\u201d to Help Businesses Maximize Their Investment\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including CRM, Workforce Optimization and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-26T09:58:17+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-09-28T07:44:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2023\/09\/progress-concept-salesforce-850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Salesforce Creates a \u201cCustomer Success Score\u201d to Help Businesses Maximize Their Investment\",\"datePublished\":\"2023-09-26T09:58:17+00:00\",\"dateModified\":\"2023-09-28T07:44:04+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/\"},\"wordCount\":879,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2023\/09\/progress-concept-salesforce-850.jpg\",\"keywords\":[\"CRM\",\"Workforce Optimization\"],\"articleSection\":[\"CRM &amp; 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