January 31 2023
Author Tony Di Carlo

Empower Data-Driven Decisions and Improve Business Agility With Salesforce’s CRM Analytics

Leverage Salesforce CRM Analytics to Empower Data-Driven Decisions and Improve Business Agility


Having a powerful analytics tool is no longer nice to have. Analytics has quickly become a crucial tool for businesses to incorporate into their technology stack.

Today, many organisations need help empowering data-driven decision-making, not only for high-level executives but also for hands-on employees interacting with customers daily.

79% of service agents say it’s impossible to provide excellent service without a complete overview of customer interactions. In comparison, ​​80% of consumers will switch to a competitor after just one poor experience.


CRM Analytics solving common challenges 

With advanced analytics, such as AI-induced capabilities, teams can leverage Salesforce Analytics CRM to ask the most mission-critical questions and quickly gain answers to them.

However, organisations are often limited by data silos, meaning it takes longer to gain clarity on the action-consequence correlation. When data sources are disintegrated, customer-facing agents can’t entirely understand the customers’ behaviour, leaving them in the dark about the next steps they should take.
To be more specific, sales teams can have challenges anticipating customer needs, which is necessary to maintain or grow a relationship with the customer.


Having access to unified data, therefore, is a business necessity

Additionally, many teams are not proficient in using analytics technology to extract real value from their data, often leaving valuable analytics tools underused.

However, when these teams are empowered with actionable, AI-powered insights, such as predictions and recommendations, they can easily optimise their customer interactions to meet their sales and service targets.

Salesforce CRM Analytics (formerly known as Tableau CRM) provides insights that help teams understand the current relationship with the customer. With AI-driven analytics, teams can spot opportunities and identify the next steps they should take to improve the customer experience right in their workflow.


Data Analytics for all 

Salesforce CRM Analytics pulls all data into a single platform, including external sources. With this more accurate overview, teams can create a visual representation of the data, using it to simplify the analysis and forecasting process. Additionally, organisations can empower teams quickly by using easily customisable templates, third-party apps, or custom-built dashboards.


Predictive & prescriptive analytics 

Salesforce CRM Analytics brings precise recommendations and specific guidance to teams in real time. Sales reps can use data to uncover information about the customer, such as their propensity to buy. Service teams can dive into the customer cases to see which cases will most likely result in a lost customer. Accessing this information at the right time means the team can pivot their approach to improve customer satisfaction rates.


Einstein AI insights

Salesforce CRM Analytics also offers AI capabilities, enabling organisations to build predictive models that help sales and service teams to go from insight to action. Furthermore, Salesforce provides tools and guidance for companies to deploy their AI models. Organisations can identify the most essential variables in their model and get the fine-grain model performance of values within variables.


Final thoughts

Reach out to our team here at Cloud Orca to empower your team to use intelligent analytics to drive their efforts.





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