When it comes to artificial intelligence and business analytics, Salesforce is a name that always comes up. Salesforce has been at the forefront of incorporating AI into its Customer Relationship Management(CRM) software, and one of its standout offerings is CRM Analytics, formerly known as Tableau CRM & Einstein Analytics. This AI-powered tool brings predictive capabilities to Salesforce's CRM platform, providing users with actionable insights and personalized experiences.
At the 2016 Dreamforce conference, Salesforce's Einstein General Manager, John Ball, made it clear that AI would power every release of Salesforce's software. Since then, Salesforce has continued to integrate AI and business intelligence (BI) into its offerings, leading to the renaming of Einstein Analytics as Tableau CRM in late 2020. However, in April 2022,Salesforce once again made a move by renaming it as CRM Analytics to eliminateany confusion between Tableau and Tableau CRM.
So, what exactly is CRM Analytics? It is the native analytics platform provided by Salesforce that empowers users to gain AI-powered insights and answers to their questions. With CRM Analytics, users can improve workflow efficiency, receive recommendations, predict outcomes, and respond proactively with valuable insights. By leveraging CRM Analytics,organizations can gain a comprehensive view of customer information, deliver personalized experiences, and convert more leads.
Now, let's delve deeper into how Salesforce CRM Analytics works. The platform seamlessly integrates with customer relationship management software to gather and prepare data for predictive analytics. What sets Salesforce apart is its commitment to openness. While CRM Analytics works seamlessly with Salesforce's own CRM software, it can also connect with other CRM systems, ensuring compatibility and driving better results through business intelligence. By utilizing various components such as lenses, recipes,datasets, dashboard templates, stories, and a drag-and-drop interface, users can address common business use cases and gain valuable insights.
Salesforce has consistently amazed its users by adding new features that enhance usability and convenience. The Winter 21 release introduced several exciting features to CRM Analytics:
· In-built Dynamic Dashboards: The trial version of CRM Analytics comes with sample datasets, dashboards, and applications, enabling users to explore and visualize data effortlessly.
· Establish Connections With Different DataSources: CRM Analytics now offers built-in connectivity to various data sources such as Google BigQuery, SAP, AWS, and CSV files, making it easier for users to integrate and process non-Salesforce data.
· Case Routing Enables Smarter and Faster Customer Resolutions: This feature automates case routing by assigning cases to the best-fit queue based on factors like skillset and past success rates, optimizing case resolution without human intervention.
· Use Article Recommendations for Getting the Right Information: CRM Analytics leverages its AI capabilities to identify and recommend relevant knowledge articles, allowing users to find the information they need faster and more accurately.
· Automatically Retrieving More Recommendationsand Insights: With Einstein Discovery, a component of CRM Analytics, users can predict outcomes based on relevant key performance indicators (KPIs) and receive insightful recommendations for optimizing results.
· Utilize the Next Best Action for Determining the Best Course of Action: Salesforce Einstein Analytics recognizes the best course of action through predictive intelligence, empowering users to deliver impactful customer interactions by recommending cross-selling opportunities and more.
· Trail Every Activity of the User with Event Monitoring Analytics: Event Monitoring Analytics allows businesses to track user activities and identify changing behavioural patterns, enhancing data security and governance.
By adopting CRM Analytics, businesses can unlock numerous benefits. Here are some key advantages:
· Performance: Sales managers can gain acomprehensive view of the sales pipeline, track performance, and evaluate individual achievements. Leader View Dashboards provide real-time insights and enable data-driven actions.
· Pipeline Management: CRM Analytics facilitates real-time tracking and analysis of opportunities, helping teams make timely adjustments and identify trends. It streamlines the sales pipeline and improves sales processes.
· Whitespace Analytics: Targeting potential deals becomes more efficient with whitespace analytics. Users can anticipate which products will appeal to specific accounts, curate opportunities, and meet the unique requirements of each account.
· Forecasting: Salesforce CRM Analytics empowers sales representatives to forecast sales and revenue accurately. With forecasting dashboards, reps can plan sales timelines and quarters, analyze potential deals, and receive notifications for pipeline changes.
The benefits of Salesforce CRM Analytics are substantial, including increased sales, faster deployment, improved customer satisfaction, and enhanced marketing ROI. By leveraging AI and business intelligence, businesses can optimize manual tasks, make data-driven decisions,and transform their customer service.
If you're considering implementing Salesforce CRM Analytics for your business, now is the perfect time to connect with our experts. They can provide you with the best solutions to address your unique business challenges.
In conclusion, Salesforce CRM Analytics, formerly known as Tableau CRM & Einstein Analytics, is a powerful AI-powered tool that brings actionable insights and predictive capabilities to Salesforce's CRM platform. With its array of features, businesses can unlock the true potential of their data,enhance customer experiences, and drive growth. Embrace the power of CRM Analytics and revolutionize the way you do business.