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.
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 to 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 Adobe helps you to get the most of your CRM data
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CRM on its own |
CRM + Adobe |
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Connecting cross-channel data |
Connecting CRM to non-CRM data is time consuming and labour intensive. |
Integrate all your data into holistic profiles.
Access these profiles with any system in real time. |
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Identifying anonymous customers |
Only captures interactions with customers who have identified themselves. |
Create identity graphs that span every device.
Connect anonymous actions with known customers. |
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Analysing cross-channel data |
Customer insights are limited to only data recorded in the CRM system. |
Analyse cross-channel data in a single interface.
Understand customer behaviour, not device behaviour. |
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Building personalised journeys |
Customer journeys rely on the last data recorded in the CRM, even if it's days or months old. |
Create journeys based on behaviour across channels.
Personalise journeys on the fly with real-time data. |
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Predicting customer behaviour |
AI and ML models can only learn from CRM data. |
Train models on centrally governed customer data.
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
Integrate all your data into holistic profiles.
Access these profiles with any system in real time.
CRM on its own
Only captures interactions with customers who have identified themselves.
CRM + Adobe
Create identify graphs that span every device.
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
Analyse cross-channel data in a single interface.
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
Create journeys based on behaviour across channels.
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
Train models on all your data together.
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.
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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