8 Key Takeaways from

SALESFORCE WORLD TOURBOSTON

#1: We’re living in the Age of the CustomerRapid advancements in technology are revolutionizing every industry. What was once thousands, and then millions, of computers is now billions and trillions of connections. This sea change has created an incredible age of the customer — an era in which customers are more empowered and connected than ever before.

Businesses must adapt to this paradigm shift, where customers are connected to everyone and everything and have the power to move markets. To start, businesses must create 1-to-1 relationships with every customer, anticipate their problems, and know what they need before they come to you. And Salesforce Lightning was designed to help you do just that.

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Thousands Millions

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#2: Companies need to connect to their customers in a whole new wayTrying to keep pace with the age of the customer might sound daunting — but evolving technology helps make it possible. Today’s businesses need to create the personalized, meaningful interactions modern customers expect. But how?

At Salesforce, we’re constantly impressed by how our customers and partners are developing new and innovative ways to connect to their customers. There are as many different ways to go about this as there are businesses in the world. Some companies have built entire connected communities that help them deliver 1-to-1 service to every customer. Others have increased cross-sales by connecting employees, partners, and apps in a single conversation. Still others are finding new ways to connect people and products to build a single, cohesive buyer journey.

The bottom line is that today’s businesses have the tools to connect to customers directly, rather than relying on a middle man. This means companies can get closer to customers than ever — and, as a result, serve every customer better.

#3: Successful leaders run their business from anywhereWith 6B+ smartphones by 2020, there’s no doubt we’re living in a mobile revolution.

And if all of your customers are using their phones to do business with you, it’s time you start running your business from your phone. This means sales reps should be able to update opportunities, manage leads and contacts, and close deals on the go. From managing inventory to onboarding new vendors to staying on top of all your key business metrics, mobile apps like Salesforce1 are designed to help you stay connected to every customer, from anywhere.

With Salesforce1, you can access all of your most important business information and see up-to-date snapshots of your business from the palm of your hand. In essence, Salesforce1 gives you the information you need to make insightful decisions from anywhere.

See how the Salesforce1 Mobile App lets you run your business from anywhere >

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#4: 1-to-1 journeys are how companies will connect with their customersThere’s no better way to illustrate the importance of 1-to-1 relationships than with first-time parents. United Healthcare and Optum recently established a unique customer journey to help new parents remain free of anxiety while getting them pumped for their new arrival.

Using Salesforce technology, Optum gave expecting parents reminders of upcoming prenatal doctor visits, key milestones, and relevant information along the way. They topped it off with personalized gifts, including a baby shower package. All of this is the start of a lifelong relationship — the kind of meaningful, connected experience today’s customers expect, especially when it comes to one of the most important milestones in their lives.

Build 1-to-1 customer journeys with Salesforce Marketing Cloud >

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#5: In a world where everyone and everything is smarter, companies must get smarter about their customersRoughly 90 percent of the world’s data has been created in the past 12 months. This unprecedented amount of data has empowered not only customers, but also businesses of all shapes and sizes. All of this information at our fingertips has enabled companies to better understand our customers.

Just look at Uber, the ride-sharing service. Yes, it has turned the taxi industry on its head. But at the center of that disruption is data science. Uber aggressively invests in intelligent modeling to anticipate demand before it happens. Not only is the company’s pricing driven by predictive analytics, Uber knows where to send drivers before the riders even create demand.

It takes this kind of intelligence to succeed.

Learn how Salesforce helps you get smarter about your customers >

#6: Being a customer company means connecting everything within a single platformHere’s an astounding stat: for all the data our customers are creating every day, less than 1% of it has been analyzed. The huge potential for companies to connect to their customers in entirely new ways is virtually untapped. Sadly, this opportunity is slipping through our fingers: 77% of customers say they’re not engaged with companies. So the question for every business becomes: How do you close that gap?

At Salesforce, our mission is to help you do just that. A customer company is focused solely on creating long-term relationships with every one of its customers. Our Customer Success Platform is customizable to your company with the intent of helping you connect with your customers in your own unique way.

Salesforce is committed to helping you establish 1-to-1 relationships with your customers with a seamless experience, regardless of the platform or device. We also know that customers need a platform that is both the best of breed and integrated. That’s what makes the Customer Success Platform so powerful — it’s built on one scalable platform and completely integrated.

Learn how to connect your entire business around the customer >

Connect to your customers in a whole new way

Run your business from your phone

Build 1:1 customer journeys

Get smarter about your customers

THE CUSTOMER SUCCESS PLATFORM

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#7: Lightning has the power to change the way we sellOur first step in transforming how businesses connect to their customers is Sales Cloud Lightning — our #1 app, Sales Cloud, completely reinvented. Sales Cloud Lightning enables your entire team to sell faster, sell smarter, and sell from anywhere — and, most importantly, to sell any way you want. With 20 new Lightning components, you can use Lightning on top of your existing Sales Cloud data to transform the way you sell. Consider it the power force behind every sale you make.

Sales Cloud Lightning is even more powerful thanks to key integrations with Microsoft and our new addition, Salesforce SteelBrick. Salesforce SteelBrick enables you to sell faster with a complete quote-to-cash solution, all within the Lightning experience. With SalesforceIQ, our intelligent email app, and our Sales Wave app, which turns your Sales Cloud data into visually stunning insights, you have everything you need to sell faster, smarter, and any way you want.

Learn more about Sales Cloud Lightning >

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#8: Lightning will also change the way you service customersIn the age of the connected customer, a connected service experience is more important than ever.

The power of Lightning is also embedded in our #1 customer service application, Service Cloud.

With Service Cloud Lightning, you can have a faster and more connected service experience using the customizable Lightning Service Console. Agents can maximize productivity with omni-channel support. And your managers operate with a real-time view of what cases your agents are working on, what channels they are coming from, how long they’re spending on each case.

But we understand that connected service goes beyond just the agent — there’s field service, too. That’s why we created Field Service Lightning. Built on the Lightning platform, companies can now connect their entire workforce with mobile-first solutions. Use our intelligent tools to do scheduling and dispatching, not just based on skills or experiences, but also on location. And manage work in real time, on any device.

Field Service Lightning is the new frontier for providing excellent customer service, and the Customer Success Platform can help you reach your customers before they know they need you, too.

Learn more about Service Cloud Lightning >

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Don’t stop here. Learning how to use Salesforce has never been easier!Trailhead makes it fun to grow your Salesforce skills, fastWe also invite you to explore Trailhead, the fun, easy way to learn Salesforce fast.

With Trailhead, you can learn more about all of our Salesforce products and grow your Salesforce skills.

All you need to do is follow the various guided learning paths through modules and projects that help you cover the most ground in the shortest amount of time.

Consider them your personal game plan for exploring new skills.

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