What is customer 360 transformation and why now?
Business transformation has reached a critical inflection point.
For decades, businesses competed on the ability to build and distribute the best product or service. Leaders thought, “Build it and they will come.” It made sense to put the product at the center of a business.
Today, the internet and new technologies like artificial intelligence (AI) and the Internet of Things (IoT) are turning this world upside down. In every industry, it’s never been easier to set up a new business and compete with industry incumbents.
With so many choices at their fingertips, customers now choose to spend their time and money with businesses that put them first.
New research shows that 84% of customers say the experience a company provides is as important as its products and services.
Future-fit companies are evolving accordingly, redesigning their businesses to compete on the most important market differentiator: their ability to understand, engage, and earn the trust of their customers. These companies put the customer at the center.
Salesforce’s business has been built on the gradual evolution from the product-centric world to one in which customers demand to be at the center of your business. The Salesforce technology platform is singularly focused on enabling this. And we’ve learned one important thing helping leaders do that for the past 21 years: Adding new technology to old-fashioned, product-centric thinking doesn’t generate the change businesses really need.
This article is posted at salesforce.com
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