How can businesses ensure that
their digital transformation strate-
gies enable positive customer
relationships?
Today, we are living in the single most
innovative era in the history of technol-
ogy. It is all about connections. We are
all connected, not just to each other,
but to the companies who provide us
with services across every industry.
To compete effectively, companies
need to focus on creating a seamless,
connected experience for their
customers. Two thirds (67%) of
customers expect companies to
create better experiences by usingnew technology. Most companies are
not connected to their customers at
every touchpoint, they deliver a
fragmented experience. Over half
(56%) of customers feel they are
communicating with different depart-
ments, instead of one company.
In order to create an exceptional
experience for customers, companies
have to engage in a digital transformation.
Salesforce helps companies put their
customers at the centre of everything
they do by helping them create a single
view of their customer across sales,
service, marketing, commerce and
across every customer touchpoint.46
CRMAUGUST 2019