But its real power lies in creating a 360-degree view of your customer that extends far beyond the deal’s close.
How do you make Salesforce even more capable and valuable for your organization? The secret lies in integrating 100% native solutions built on the Salesforce framework. Learn how you can unlock the full potential of Salesforce with Certinia and the support of Singularity Consulting.
Why Customer Insights Can’t Stop at the Sale
Consumers want to know that you value them. If you stop tracking their journeys after the sale, the entire transaction can feel impersonal or superficial. While closing a deal is one of your goals, it’s not the end game. You want to make customers feel valued so that they support your business long-term.
With that in mind, the real work begins after the sale. Without insight into the delivery and support that customers receive, it isn’t easy to manage satisfaction levels or encourage upsells.
The better you understand what happens after the sale, the better equipped you’ll be to deliver great end-to-end experiences that increase customer lifetime value.
The Challenges of Poor Customer Visibility
If you don’t have visibility into the entire customer experience, you will inevitably encounter challenges, such as the following:
A Reliance on Guesswork
You have a strong business sense but must back up your intuition with hard data. When you don’t have access to that data, you must fill in the gaps with guesswork or wait until those missing insights become available. Either approach can result in disaster.
Gaps Between Sales and Service
Disconnection between your sales and service teams can lead to fumbled handoffs and unnecessary friction in the customer journey. Even your most loyal customers will get frustrated if your service team isn’t responsive to their needs.
However, a lack of visibility into what happens during the sales process can set your service department up for failure.
Hidden Friction That Costs You Deals
Any avoidable friction can lead to missed opportunities. Your customers expect doing business with you to be easy. Visibility in customer journeys allows you to find and remove barriers that hold up deals.
Where Salesforce Shines
Salesforce already delivers a ton of value for your business. With Salesforce, you can:
- Track every interaction across sales, service, and marketing
- Automate post-sale workflows
- Connect project, billing, and support data
- Monitor health scores and renewal timelines
But to achieve this, you need more than just the base CRM. You need integrated ERP and PSA solutions to track, measure, and optimize every workflow.
Enter Certinia, a cloud-based PSA and ERP solution that is 100% native to Salesforce. The Salesforce-based solutions readily integrate with your CRM, simplifying the deployment journey and ensuring you have access to timely, relevant insights.
Achieving Data-Driven Customer Engagement
Layering your Salesforce CRM with Certinia’s ERP and PSA, you can:
- Identify at-risk accounts early
- Understand quality-of-service trends
- Automate customer check-ins or renewal reminders
- Equip sales teams with insights into product usage or satisfaction
Instead of trying to piece together the customer journey using disparate systems, you can access all the data you need in a single interface. More importantly, you can figure out what works, identify points of friction that are costing your business, and build better journeys that promote customer loyalty.
Grow Smarter With Cross-Functional Visibility
Salesforce provides the data and tools you need to unlock customer insights. However, you need an integrated ERP and PSA to combine all the pieces.
At Singularity Consulting, we help businesses unlock Salesforce’s full value by implementing 100% native Certinia solutions. With our experts in your corner, you can enjoy a seamless implementation process and strong ROI. Contact us to schedule a consultation today.
