How to Grow Subscriber Relationships with Salesforce

 
 
 
 
 

So what does this all mean for the telecommunications industry? To meet the expectations of digital natives, you need a platform that is natively digital. And that’s what you get with Salesforce and newly acquired innovations from Vlocity: comprehensive, industry-specific capabilities that deliver the digital stack necessary to manage the entire subscriber lifecycle and provide digital-first experiences.

It’s a digital platform that helps you attract, acquire, and onboard subscribers more quickly and simply; deliver frictionless customer care anytime, anywhere; and build loyalty with subscribers through proactive engagement.

Here’s how we address all four key stages in the subscriber lifecycle:

1. Attract: Intelligently drive awareness and demand.

Increase the effectiveness and likelihood that your marketing will resonate by using intelligent audience segmentation and targeting to drive awareness. You can manage preferences and monitor activity and interactions across owned channels to gain a clearer understanding of how your audience prefers to engage on any given channel. Then use personalized omni-channel journeys to nurture leads and move them closer to becoming paid subscribers.

 

2. Acquire: Seamlessly onboard new customers.

Make it easy for subscribers to sign up and upgrade or purchase add-ons that generate more revenue. Start by enabling self-service and digital commerce to complement retail and contact center experiences. Then use 360-degree customer views to propose next-best offers and next-best actions that increase average revenue per user (ARPU).

For business-to-business interactions, 360-degree customer views enable sales teams to easily convert and manage leads and accounts, and use the power of AI for predictive lead scoring, insights, and forecasting. Adding innovations from Vlocity will allow you to accelerate product and promotion launches, and increase order accuracy for timely fulfillment. With dynamic orchestration workflows, your sales teams, partners, and customers get the guidance they need for streamlined and more accurate quoting and ordering.

3. Service: Deliver omni-channel subscriber care.

Giving agents a complete view of subscribers across lines of business is key to providing frictionless customer care — and turns service into a channel to sell, upgrade, and grow revenue. Doing so enables customers to self-serve at any time on any device by connecting to account information, knowledge articles, FAQs, and more. Chatbots can resolve routine customer issues, which frees agents to become more productive. Creation and handling of common inquiries is accelerated with industry-specific templates.
 
 

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