If you want to retain customers, keep them engaged and connect the dots between previously anonymous data points, you need to get a 360-degree view of your customer.  

Having a lack of visibility on the customer has been one of the biggest problems for publishers for at least the past decade.  

This lack of visibility can be attributed to a variety of different causes, but one common theme we have seen is the fact that your information is everywhere.  

For example, you may have data in three, unlinked, separate systems, and scattered across post-it notes and emails. Luckily, the Salesforce CRM Accelerator for Publishers is the perfect starting point. It will provide you with a complete view of who your customers are and, at the same time, provide you with every angle of interaction between them and your company – and it will do it all in one system.  

The benefits of having a 360-degree view of your customer are vast, but some examples include better customer interaction, improved customer experience, complete cross-department alignment and vastly better data insights.  

Below we show two quick examples of how you can use our Salesforce CRM Accelerator for publishers to get a 360-degree view of your customers. 

Key information about your consumers and suppliers  

In publishing, we are often in the unique scenario whereby our consumers are also our suppliers! So, for example, an author could be authoring an article for a journal, but, at the same time, the same author could be a subscriber to five of your journals.  

Without a consolidated system, we might not know that this author is the same person, or we do not think we need to know.  

However, it is important that we understand this, as this author will have an influence on whether your five journals are renewed next year or not. 

Another example in a similar vein could be the case of a person who is an author but also a reviewer and a board member. Having this information available to you in one place will be crucial to your business’ success.  

Check out a quick demo video here to see more.

A history of every interaction with your company

Many businesses fall into the trap of only recording and using information from a customer’s most recent interaction. This does not provide a complete picture of the customer, their relationship with you or the interactions you have had in the past.  

This will often lead to a fragmented customer experience, missed opportunities and a feeling of frustration from the customer as they explain something to you that they had already explained to different people three times over the past two years.  

Getting a 360-degree view of the customer will prevent this from happening as all the interactions are stored in one, easy-to-access location that is available to all departments.  

How do I get started?

Our CRM Accelerator is the perfect starting point. We are already so excited to show you more and be a part of your digital transformation and success.  

Whether you have a quick question about how the accelerator can help you or are ready to transform your business using our expertise, you can contact us today

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