Role of Salesforce in Your Customer Journey

May 11, 2021

Salesforce must be a conscious choice for crushing the speed-breakers in customer journey.

The steps you take with your customer during their journey with you build your customer relations. And successful customer journeys of your present customers define your business with the future ones.

When does the customer journey start with your business? It starts way before they are even ready to buy and are just browsing and interacting with a brand on a website, on social media, or in person. These interactions create opinions about your company or brand. Each interaction is a little dot that adds up to and is mapped to a journey.

What is Salesforce? And how can it help with your customer journey?

We will explore the answers briefly in this blog.

Salesforce is a cloud computing that helps with customer relationship management (CRM) and help companies connect better with their customers, partners and potential customers. In short, it helps create a smooth journey of the customers, from first awareness of a brand till making the final purchase decision. Because a brand image is created by the quality of user experience that customers go through when interacting with it.

Customer journeys are often visually represented as customer journey maps. Tracking all interaction people have with your brand is impossible without a software tool. As a software solution Salesforce helps draw and manage amazing customer journey maps.

What is a Salesforce Customer Journey?

Salesforce customer journey mapping happens through cross-channel personalized experiences of the customers. Its Journey Builder manages the customer life-cycle through a sequence of steps that they go through while considering, purchasing, using, and maintaining their brand loyalty. In tracking and analysing these interactions Salesforce helps with:

Salesforce brings companies and customers together. It is a single window for the sales, commerce, and service providing a shared view of every customer.

DBP offers layers of Salesforce Cloud services to create easy customer journey leading them to become loyal ones.

Interested to discuss more, please feel free to contact the author at

About Ashish Bhalla

Ashish has almost 30 years of industry experience in a wide range of business solutions primarily focusing on end-to-end customer experience management. He is the founder and CEO of Digital Business People (DBP), an omni-channel customer experience management company headquartered at Singapore with it’s development and delivery centers in India.

Pin It on Pinterest