Adobe Experience Cloud

Using Salesforce with Adobe

Your Salesforce CRM data is just one part of delivering the right customer experience in real time. And to succeed, it can’t sit in a silo. Adobe helps you connect all your data — including CRM — and put it into action to meet your customer's needs in real time, not after the fact.

CRM is not enough

Customers want relevance

Adobe unleashes your CRM

CRM data is designed for only one part of the customer journey — sales.

They expect every interaction to reflect every previous interaction, even if it only happened moments ago.

By uniting your CRM data with real-time behavioural data, we help you to make the most relevant experiences.

How best-in-class companies do real-time customer experience

Watch Deloitte Digital's session at Adobe Summit about how businesses take back ownership of their data to harness the power of customer information.


How Adobe helps you to get the most of your CRM data

CRM on its own

CRM + Adobe

Connecting cross-channel data

Connecting CRM to non-CRM data is time consuming and labour intensive.

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Integrate all your data into holistic profiles.

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Access these profiles with any system in real time.

Identifying anonymous customers

Only captures interactions with customers who have identified themselves.

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Create identity graphs that span every device.

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Connect anonymous actions with known customers.

Analysing cross-channel data

Customer insights are limited to only data recorded in the CRM system.

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Analyse cross-channel data in a single interface.

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Understand customer behaviour, not device behaviour.

Building personalised journeys

Customer journeys rely on the last data recorded in the CRM, even if it's days or months old.

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Create journeys based on behaviour across channels.

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Personalise journeys on the fly with real-time data.

Predicting customer behaviour

AI and ML models can only learn from CRM data.

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Train models on centrally governed customer data.

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Make predictions that reflect real-time behaviour.

How Adobe helps you to get the most of your CRM data

CRM on its own
Connecting to non-CRM data is time-consuming and labour-intensive.

CRM + Adobe

Tick

Integrate all your data into holistic profiles.

Tick

Access these profiles with any system in real time.

CRM on its own
Only captures interactions with customers who have identified themselves.

CRM + Adobe

Tick

Create identify graphs that span every device.

Tick

Identify anonymous actions with known customers.

CRM on its own
Analysis of CRM data is limited to only data recorded in the CRM system.

CRM + Adobe

Tick

Analyse cross-channel data in a single interface.

Tick

Understand customer behaviour, not device behaviour.

CRM on its own
Journeys rely on the last data recorded in the CRM, even if its days or months old.

CRM + Adobe

Tick

Create journeys based on behaviour across channels.

Tick

Personalise journeys on the fly with real-time data.

CRM on its own
AI and ML models can only learn from CRM data.

CRM + Adobe

Tick

Train models on all your data together.

Tick

Make predictions that reflect real customer behaviour.

Learn more about real-time experiences

Blog

Get more from your CRM data

Make the shift from customer relationship management to customer experience management.

Video

Igniting Experience with Customer Intelligence

As we talk with customers, a few common themes emerge that are imperative for data and insights teams to understand and address.

Product  Page

Data  Foundation

Unify and integrate your data, simplify workflows and deliver real-time personalised customer experiences, at scale.

Put your CRM to work with Adobe

 

With Experience Platform and our application services, you can use your CRM data in powerful new ways.

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Data that matters
Power real-time experiences with our Platform.

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Personalisation in real time
Activate real-time customer profiles for instant personalisation.

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Behaviour-driven insights
Analyse cross-channel customer interactions in one interface.

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What else can Adobe do for your business?