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Boost B2B Customer Advocacy with Salesforce Communities

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lee carl
Boost B2B Customer Advocacy with Salesforce Communities

Customer Relationship Management has come a long way from just talking to company officials. CRM software hailed a whole new dimension of communication between customers and vendors.

With the internet boom and subsequent globalization, more and more companies continue to invest huge amounts of capital into broadening their advertising coverage. But this broadening often comes at the price of customer satisfaction. This is where CRM software kicks in.

Building a community that engages users and customers creates loyal brand ambassadors. Collaborating with your community and partners builds relationships. The knowledge you gain via this platform can help you discover new answers to problems you want to solve or situations you’d like to improve.

Why are user groups successful? Largely because they create advocates and brand ambassadors. Advocates and brand ambassadors help with the onboarding of new customers and can help solve customer problems.

And the best of them function as experts outside the company. More importantly, they become communities that aid in professional development.

Community Cloud has more than 90 million members, about tens of thousands of communities, hundreds of thousand chatter networks, and almost 100+ mint features delivered every year.

Salesforce communities are also known to enhance Customer Service experience.
In business over the last four decades, there has been a shift from product-centric to customer-centric. With customer-centricity comes customer equity.

‘Customer equity’ is the result of three important parameters: Value equity (customer’s perception of a brand from a realistic point of view), customary Brand equity, and Retention equity (expression for customer loyalty).

In addition, customers have recorded an enriching experience with respect to resolving problems and sharing resources efficiently. 72% of customers in totality prefer using a company’s website to answer questions.

Businesses with high employee engagement rates observe 21% more productivity. Overall, Salesforce Communities are known to make employees more productive over time.

 

Source: customer advocacy strategy

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