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Customizing B2B Customer Experiences with Salesforce Experience Cloud

Providing a remarkable personalized user experience (UX) has become essential in today’s fiercely competitive digital landscape for fostering customer loyalty and business expansion for organizations of all sizes and sectors. B2B companies are not an anomaly. But doing so can be difficult and calls for the appropriate resources and techniques. Salesforce Experience Cloud is useful in this situation.

Continue reading to learn how Salesforce Experience Cloud can assist B2B organisations seeking to improve user experience and increase engagement.

What Advantages Does Salesforce Experience Cloud Offer B2B Companies?

Based on the Salesforce platform, Experience Cloud is a powerful digital experience platform (DXP). With its many features and tools, B2B companies can quickly and easily create customised digital experiences for their partners or clients by utilising the platform’s user-friendly drag-and-drop feature.

Here are just a few of the many benefits that B2B companies can receive from Salesforce Experience Cloud:

  1. Tailorable partner portals: Salesforce Experience Cloud is a tool that B2B companies can use to build custom portals that let their partners manage and access vital data and assets like marketing collateral, customer information, and sales leads.
  2. Support portals with self-service capabilities: B2B companies can use Salesforce Experience Cloud to create a self-service support portal that offers self-service support resources like knowledge bases, chatbots, and forums to their partners and customers. By doing this, support teams’ workloads can be lightened and partner and customer satisfaction can rise.
  3. Commerce Portals: B2B companies can use Experience Cloud to build a personalized and fully functional commerce portal for their business clients. Customers can manage their product catalogues, prices, and promotions through this portal, which also provides self-service tools for managing accounts, making purchases, and viewing order histories.
  4. Sales Enablement: B2B companies can increase sales productivity and streamline their sales processes with the aid of Salesforce Experience Cloud. Sales representatives can close deals more swiftly and effectively if sales teams have easy access to customer data, sales materials, and other tools.
  5. Collaboration: Salesforce Experience Cloud facilitates enhanced collaboration between business-to-business enterprises and their suppliers, customers, and partners. Teams can work together in real-time, share files, and collaborate on projects more successfully with built-in collaboration tools like Chatter.
  6. Analytics: Experience Cloud offers powerful analytics and reporting features that enable business-to-business (B2B) organizations to monitor customer engagement, assess the success of their marketing and sales initiatives, and make informed decisions based on data.

Establishing a B2B store within an already established Experience Cloud site

B2B businesses don’t have to start from scratch when creating a store; they can leverage an existing Experience Cloud site. By keeping the same domain, site settings, branding, and styling, organisations can offer a seamless user experience. While commerce pages and components can be added to create a store, the current site template, pages, components, and navigation will not change.

It’s vital to remember that this option is limited to websites without an existing store that utilize the Aura framework and one of three templates: the Customer Portal template (CPT), the Starter template, or the B2B template. B2B Commerce for Lightning Experience in the Enterprise, Performance, Unlimited, and Developer editions is compatible with this feature.

In what ways does the Experience Cloud contribute to personalizing customer experiences?

In this section of the post, we’ll demonstrate how B2B companies can use Experience Cloud’s personalization tools and features to enhance the customer experience.

  1. Constructing a Salesforce Cloud community: With Salesforce Experience Cloud, B2B companies can set up Cloud communities where users can communicate, exchange best practice’s, and share knowledge. As a result, user relationships may become stronger and engagement and loyalty may increase.
  2. Tailoring Experience Cloud sites: B2B companies can use Experience Builder’s power to personalize their websites with customized branding, messaging, and navigation that cater to their specific industry and business requirements.
  3. Content Management System (CMS): B2B businesses can generate, arrange, and manage their content in one place by using the Salesforce CMS. The Salesforce CMS Connect feature can also be used to integrate their external CMS with Experience Cloud.
  4. Experience and personalization: To suit their unique requirements, B2B organizations can leverage Salesforce native personalization features like audiences, page variations, and component variations. To target specific markets, different event page layouts can be set and assigned to different audiences.
  5. Enhancements from external parties:  By leveraging different AppExchange solutions and adding more functionality to improve user experience and customer engagement, you can increase Experience Cloud site performance.
  6. Adaptive design: With Salesforce Experience Cloud, B2B companies can design websites that are responsive and mobile-friendly, adjusting to various screen sizes and devices to give users a consistent experience.

Summary

Through the utilization of Salesforce Experience Cloud’s sophisticated tools and functionalities, business-to-business companies can craft unique and remarkable customer experiences.

For additional information regarding the potential of Experience Cloud for customized customer experiences, contact Advanced Communities, a renowned AppExchange provider and consulting firm with extensive knowledge of Salesforce technologies. Remember to look around our AppExchange consulting page to see what we can do for you as well.

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