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Salesforce introduces loyalty management to improve customer experiences

Salesforce introduces loyalty management to improve customer experiences

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Salesforce, a global leader in CRM, has announced Loyalty Management, a new product for companies across industries, including retail, consumer goods, manufacturing, travel and hospitality, to increase customer trust and engagement.

Built on the Salesforce Customer 360 Platform, Loyalty Management allows companies to build intelligent loyalty programmes for both B2B and B2C customers with a flexible, configurable and quickly deployable solution that fits their specific needs. With Loyalty Management, companies can provide more personalised consumer experiences, evolve their loyalty programmes to stay current with customer expectations and help drive business value by creating loyal, lifelong customers.  

Since the start of the pandemic, more than a third of US consumers have tried a new brand and 80% of them intend on sticking with it.

While loyalty programmes can help companies develop long-term relationships with customers and drive growth, many rely on outdated, fragmented technology that fail to provide integrated experiences and are unable to evolve with industry trends, such as the shift from traditional point-based reward programmes to exclusive experiences and products. These loyalty programmes end up offering little value to the business or the customer and actually lower consumer trust instead of increasing it.

Introducing Salesforce Loyalty Management

Salesforce Loyalty Management aims to empower companies to create engaging and effective loyalty schemes with clicks, not code, so that technology can be quickly implemented and easily customised.

Loyalty Management is integrated with Salesforce Digital 360, Service Cloud and Tableau, allowing digital leaders to deliver a connected loyalty experience across the entire customer journey. 

Salesforce Loyalty Management includes the following capabilities:

  • Flexible and complete loyalty platform: Loyalty Management is built on the Salesforce platform so businesses can design a variety of different programmes that meet their unique needs. Whether that is a tiered membership program or points per purchase, businesses can flexibly configure earn and redeem rewards programs. 
  • Personalised loyalty offerings to drive business value: Companies can target different segments of their member base to ensure that offerings to consumers, business customers or partners feel unique and customised to an industry and their customer base. Loyalty Management allows companies to pull in their customer data – including marketing interactions, purchase history and website visits – to create a unified view of the customer and inform the personalised promotions they receive.
  • Integrate loyalty throughout the entire organisation with a single source of truth: Because Loyalty Management is integrated into the Salesforce Customer 360, customers can easily sign up for loyalty programmes through Salesforce Experience Cloud and businesses can send personalised content and notifications to customers with Salesforce Marketing Cloud and Customer 360 Audiences.
  • Measure loyalty programme performance: With Tableau CRM for Loyalty Management, companies can measure programme performance, member acquisition and engagement, and partner performance in a dashboard. liability.   
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