Competitiveness for every business lies in finding one’s competitive advantage. The Salesforce® platform is a huge cog in the wheel of many organizations, housing immense amounts of valuable data about customers, prospects, sales, marketing efforts, and general performance across the organization. But having this kind of data is not enough. But the real power lies in distilling actionable insights from this data and using them to drive strategic decisions. This Ad Victoriam Salesforce Blog will look at how you can unlock the full potential of your Salesforce data and transform it into a powerful engine for growth.

Unpacking the Goldmine of Data within Salesforce

Salesforce is more than a contact management system but is an entire platform of captured data across different departments and functions—everything on Salesforce- from sales interactions and marketing campaigns to customer inquiries and support tickets- gets recorded. Proper analysis of this data will expose important patterns and trends that may drastically affect your business. Think about it: within your Salesforce instance, you likely have data on:

• Customer Demographics and Behavior: Who your customers are, what they prefer, and how exactly they will interact with the brand. 
• Sale Performance: The top-performing sales reps, pipeline deal cycles, and what needs improvement in the sales processes. 
• Marketing Effectiveness: Measures for showing ROI, which channel gives maximum leads and personalizing marketing.
• Customer Service Efficiency: Analyze customer support interactions, identify areas of concern, and enhance your customer service processes. 
• Product Performance: See which products sell the most, determine which areas to develop more product offerings, and personalize product recommendations.

Valuable Insights Extraction Strategies

Raw data can only be transformed into actionable insights if a well-thought-out strategy guides the process. The following are some of the major strategies that may be considered:

1. Clearly Outline Your Business Objectives: Before you get started with analyzing the data, define what exactly you want to achieve. Is it increasing sales, retaining more customers, or optimizing your marketing campaigns? By having clear objectives, you will ensure that you are focused on the most relevant data.
2. Clean and Organize Your Data: First and foremost, high-quality data is a must. Bad or incomplete information can provide inaccurate insights into the organization. Take time to clean up and organize the Salesforce data. It means the removal of duplicate data, the standardization of data formats, and the completeness of data. Salesforce has tools that can help in this process, like Data Loader or deduplication features.
3. Use Reports and Dashboards in Salesforce: Salesforce has robust inbuilt reporting and dashboard functionalities. One can run customized reports, visualize data in different formats like charts and graphs, and track KPIs. Dashboards give a quick glance view of the most important metrics to track performance.
4. Do Analytics on Salesforce: If you would like more high-end analytics for your company, you may leverage Salesforce Analytics-Tableau CRM. The potent platform gives meaning to advanced data visualization, predictive analytics, and AI insights. You will be able to connect with your sources, visualize insights on your interactive dashboard, and see some of those points that you never understood on the general reports.
5. Combine with Other Data Sources: Your Salesforce data is much more powerful when combined with other sources of information, like your marketing automation platform, website analytics, or financial systems. By integrating these data sources, you can see the holistic picture of your business and find correlations and patterns that may go unnoticed.
6. Application of Data Mining Techniques: Use techniques like clustering, association rule mining, and regression analysis from data mining, which can expose hidden patterns/relationships in the data. It can then be used for the segmentation of customers, finding cross-sell opportunities, and predicting behavior.
7. Invest in Training and Expertise: It takes expertise to maximize the value of your Salesforce data. Invest in training for your team on Salesforce reporting and analytics. Consider partnering with a Salesforce consulting company, like Ad Victoriam Solutions, which can help drive a data-driven strategy and put the right tools and processes in place.

Examples of Actionable Insights

The following are a few examples of how you can use Salesforce data to drive business outcomes:

• Identify High-Value Customers: You can use customer data to determine who your most valuable customers are and then tailor your marketing and sales efforts toward their specific needs.
• Optimize Sales Processes: You can look at sales data to see where the bottlenecks are in your sales process and implement improvements to shorten the sales cycle and increase win rates.
• Customer Data for Marketing Personalization: Use customer data to segment the audience and create targeted marketing campaigns, which would be easy for your target groups to engage with.
• Improve Customer Service: Gain insights into areas of regular failure in your customer service. Then, analyze that information to develop better methods and processes so that your customers get enhanced satisfaction with their service interactions.

Summary

Your Salesforce data holds the key to driving business growth over your competition. By applying these strategies from this blog post, you will be able to transform your Salesforce data from a heap of records into an actionable insight powerhouse. Remember to outline your business goals, clean and organize your data, use reporting and analytics with Salesforce, and consider integrating this with other sources of data to get a better view of the business. Lastly, investment in training and skills will also be crucial to ensure maximum value is derived from Salesforce data.

How AdVic Can Help

The world is finally going data-driven, and the right strategies applied to your Salesforce data will show more about how to run and grow the business. Give us a call at AdVic® today and find out how we can help unlock the power of your Salesforce data.

Related Resources:

Enhancing Data Security: The Role of AI

Exploring Today’s Data, Digital, and AI Challenges

How Salesforce Data Cloud Boosts Business Operations 

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The post How to Extract Valuable Insights from Your Salesforce CRM Data appeared first on Ad Victoriam Solutions.

As we close out 2024, it’s the perfect time to reflect on how Salesforce® has empowered businesses to innovate, scale, and thrive. We’re immensely grateful for the continued support and collaboration from the Salesforce community, which has fueled this incredible journey.

In our final blog of the year, we present “The Top 24 Salesforce Blogs of 2024,” curated by AdVic®. These articles, shaped by the insights and feedback of our readers, offer valuable takeaways for everyone in the Salesforce ecosystem.

We hope these blogs inspire and guide you as you continue your Salesforce journey.

Wishing you a fantastic New Year from the Ad Victoriam Solutions Team!

1. Fortifying Healthcare Cybersecurity with Data Diversification

On a recent Summer 2024 Ad Victoriam Salesforce Simplified podcast, the topic was data security within the healthcare industry. Our expert guest from AdVic® taught us quite a bit about how the latest cyber threats are affecting the healthcare industry, gave us current-day examples of data breaches and the impact they are having, advised on how to safeguard sensitive patient data, talked about how Salesforce® solutions are leading in data protection, and much more. Read More

2. Salesforce Ben’s Christine Marshall Highlights Top Summer ’24 Release Features

On a May 2024 AdVic “Salesforce Simplified” podcast – we spoke with Salesforce Ben’s Technical Content Director and 12X Salesforce-Certified Evangelist Christine Marshall about her favorite new features in the Salesforce Summer ’24 Release. Here are the eight she selected for AdVic®. Read More

3. Salesforce Ben’s Christine Marshall Highlights Top Spring ’24 Release Features

On a January 2024 AdVic “Salesforce Simplified” podcast – we spoke with  Salesforce Ben‘s Courses & Community Director and 12X Salesforce-Certified Evangelist Christine Marshall about some of her favorite new features in the Salesforce Spring ’24 Release. Here are the six she selected for AdVic®. Read More

4. AdVic Turns 10: A Discussion with Our Top Dawgs

On an April 2024 episode of the Ad Victoriam Salesforce Simplified podcast, the topic was… Ad Victoriam Solutions (AdVic®). You see, we celebrated our 10th anniversary in 2024 (in May to be specific), so we thought you might like to learn a little bit more about us: our roots, our culture, and more about the Salesforce® world… so we’ve invited AdVic CEO Jeff Jones and President Brian Mize to fill in those holes for us. Here are just a few of the highlights from that conversation. Read More

5. Top Salesforce Winter ’25 Release Features: Selected By Salesforce Ben’s Christine Marshall

On a September 2024 Ad Victoriam Salesforce Simplified podcast – we spoke with  Salesforce Ben‘s Technical Content Director and 12X Salesforce-Certified Evangelist Christine Marshall about some of her favorite new features in the Salesforce Winter ’25 Release. Here are the seven she selected for AdVic®. Read More

6. The Role AI & GenAI Are Playing in Today’s B2B Marketing

To understand how these tools are evolving into today’s B2B marketing space, AdVic® invited digital marketing agency Vende Digital Founder and CEO Paul Slack back to the “Salesforce Simplified” podcast in late 2023/early 2024 to get his take on where we are and where he sees AI and GPT advancing B2B marketing efforts. What follows are a few of the highlights from that conversation. Read More

7. An Insider’s View of Salesforce’s Account Engagement (Pardot) & Marketing Cloud

Salesforce Ben‘s Operations Director, Lucy Mazalon, knows a thing or two about Salesforce’s Account Engagement (a.k.a. Pardot) and Marketing Cloud. We invited her to be a guest on a February 2024 episode of the Ad Victoriam Solutions Salesforce Simplified podcast to discuss the difference between those two marketing tools. Read More

8. Enhancing Customer Experience with AI

On the July 2024 episode of Ad Victoriam’s  Salesforce Simplified podcast, we dove into the transformative role of AI in enhancing customer experience. Joined by guest Nick Glimsdahl, a senior account executive at VDS and host of the Press 1 for Nick podcast, the discussion explored how AI reshapes customer interactions across various industries. Read More

9. Boosting Sales with AI & GenAI: The Game-Changers for Productivity

Within sales, AI is like having a super-smart assistant, always ready to help. It’s not about replacing humans but enhancing their capabilities. AI can analyze vast amounts of data faster than you can say, “closing the deal.” Now, sales teams can focus on what they do best – building relationships and sealing the deal. In this blog, we looked at what sales teams will accomplish when they embrace AI. Read More

10. Salesforce Nonprofit Cloud: Powering Impact

Implementing a customer relationship management (CRM) tool can be a daunting task for any organization. For nonprofits with smaller staffs and limited budgets, it presents a myriad of challenges. But with Salesforce’s Nonprofit Cloud, it can be a walk in the park. From its cost-effectiveness to its ability to drive fundraising, donor engagement, and project success, the world’s #1 CRM helps empower nonprofits to new heights. Read More

11. Creating a Healthier World with Salesforce

Doctors, nurses, schedulers, and other healthcare professionals have played an intricate part in ensuring our safety throughout the recent healthcare industry challenges. During this time, healthcare has become disrupted and the industry needed innovation quickly. From in-person visits, pick-ups at the pharmacy, and an influx of ICU patients, they adopted new ways to care for everyone. How did they do this? Technology. Read More

12. The Power of Managed Services in Technology Management

Many businesses have internal challenges, such as bandwidth limitations or limited in-depth and broad-based knowledge among their staff. In such scenarios, considering a Managed Services solution becomes a logical choice. These solutions, delivered by certified experts working as an extension of your team, offer cost-effectiveness, flexible commitments, and tailored solutions to meet your specific needs. Read More

13. Outset Medical Transforms Marketing with AdVic: A Success Story

After successfully leading several large-scale projects to help medical technology company Outset Medical evolve key capabilities within Salesforce Service Cloud, Ad Victoriam Solutions (AdVic®) was invited to participate in an RFP to help them migrate from another third-party marketing automation platform to Salesforce Marketing Cloud. Read More

14. AdVic Earns B Corporation Recertification

In May 2024, Ad Victoriam Solutions (AdVic®) proudly celebrated our 10th anniversary. But there is another milestone we were proud of in 2024… We’ve re-certified as a B Corporation! Read More

15. Manufacturing in the Fast Lane: How Salesforce Manufacturing Cloud Puts You in the Driver’s Seat

Imagine a single platform that streamlines operations, secures your valuable data, and gives you a complete picture of your customers – all while boosting collaboration, eliminating roadblocks, and keeping everything transparent. That’s the power of Salesforce Manufacturing Cloud. Read More

16. Elevating Sales Efficiency: 5 Key Benefits of Salesforce Billing Integration with CPQ

Salesforce Billing, an add-on package to Salesforce CPQ (Revenue Cloud), empowers users to seamlessly invoice orders generated through CPQ sales, consolidating finance and sales functions within a unified platform. This integration streamlines invoicing, payment processing, tax application, and credit/debit note issuance, fostering organizational cohesion and enhancing customer experiences. Here are the top five reasons to use Salesforce Billing. Read More

17. How Salesforce Can Help Startups Grow and Scale: Beyond the Cost Perception

For many startups, the initial focus is building a strong foundation and achieving product-market fit. In this phase, cost-consciousness is paramount, leading some to believe that a Customer Relationship Management (CRM) solution like Salesforce® is out of reach. However, this perception overlooks the immense value Salesforce offers startups looking to grow and scale across any industry while streamlining operations, and building deeper customer relationships. Read More

18. Barking For Service: Using Volunteer Time Off to Boost Pet Adoptions

In early 2024, Jasper, Georgia-based nonprofit Barkville Dog Rescue reached out to AdVic for help with a marketing overhaul and we emphatically raised our hands to serve. Our in-house marketing team quickly got to work, taking advantage of their Volunteer Time Off, a benefit allowing each employee to spend 40 paid hours volunteering with a nonprofit of their choice.  For this project, that meant helping BarkVille rebrand its “Be Cool, Adopt” logo, completely rebuilding its website, adding new images and videos, and helping bolster its calls to action for donors, volunteers, fosters, and people searching for their family’s new four-legged sidekick. Read More

19. Why Traditional CRM Falls Short in Healthcare

Imagine a patient who feels unheard and confused by their healthcare journey. This scenario, unfortunately, is all too common. To thrive in today’s competitive landscape, healthcare organizations need a solution: building strong patient relationships through a robust CRM system. This is where Salesforce Health Cloud comes in, offering a revolutionary approach to Customer Relationship Management (CRM) specifically designed for the healthcare industry. Let’s take a look at it, but first, what functionalities make a valuable healthcare CRM? Read More

20. 10 Salesforce Products to Supercharge Your Sales Pipeline

Salesforce® offers a powerful suite of cloud-based tools designed to empower businesses of all sizes. However, navigating the vast array of Salesforce products can be overwhelming. If you’re looking to streamline your sales processes and boost efficiency, here are 10 Salesforce products you should consider. Read More

21. Meet Salesforce’s Einstein Copilot: Revolutionizing Business with AI

In today’s rapidly evolving digital landscape, businesses are constantly seeking innovative solutions to streamline their operations, enhance customer experiences, and stay ahead of the competition. Enter Salesforce’s latest game-changer: Einstein Copilot. This cutting-edge AI-powered tool is set to transform the way businesses interact with their Salesforce® platform, revolutionizing productivity and efficiency like never before. Read More

22. 9 Signs It’s Time to Hire a Certified Salesforce Consultant

Have you ever attempted to tackle a Salesforce® implementation in-house, lacking the necessary knowledge and expertise, only to find yourself falling short of achieving your goals? Perhaps you’ve experienced the frustration of navigating through the complexities of Salesforce features and functionalities, resulting in wasted time, effort, and resources. Your initial excitement may have waned as you questioned the suitability of Salesforce for your needs. This is where the importance of engaging a Certified Salesforce Consultant becomes evident. Without the guidance of an experienced partner, you risk prolonging the implementation process and squandering additional resources. Read More

23. CRM Adoption: The Flaw in ‘You Build It and They Come’

Michael Hudlow, a leader in business transformation and corporate innovation – and an expert on the topic of CRMs – was a February 2024 guest on the Ad Victoriam Salesforce Simplified podcast and talked about common, but not always obvious reasons people don’t use and adopt CRMs, including Salesforce CRM. Michael is also the author of the books, “How Not To F*ck Up A CRM System: Learning From Others Mistakes” and “How Not To F*ck Up Artificial Intelligence & CRM Systems: Maximizing ROI With AI.” Here are some highlights from that conversation. Read More

24. Maximizing Your CRM Investment: How Budget-Conscious Businesses Can Make the Most of Salesforce

In a time where every connection counts, mastering customer relationships has become essential to success, regardless of your company’s size or stature. While Customer Relationship Management (CRM) software like Salesforce® is often associated with large corporations, it’s an equally valuable tool for small and budget-conscious businesses. The misconception that Salesforce is prohibitively expensive might keep some companies away, but the reality is that it offers flexible, cost-effective solutions designed for organizations of all sizes. In this guide, we’ll show how businesses on a budget can maximize their resources with Salesforce, using its powerful CRM tools without overspending. Read More

Related Resources:

Subscribe to AdVic Salesforce Blogs 

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Depending on your instance of Salesforce®, the first main release weekend for the Summer ’24 Release was May 17, with subsequent release weekends scheduled for June 7 and June 14. 

To help get you ready for the release – on a recent AdVic “Salesforce Simplified” podcast – we spoke with  Salesforce Ben‘s Technical Content Director and 11X Salesforce-Certified Evangelist Christine Marshall about some of her favorite new features in the Salesforce Summer ’24 Release. Here are the eight she selected for AdVic®.

1. Manage Your Flows More Efficiently with the Automation Lightning App

Salesforce Notes: View and monitor your flows in the Automation Lightning app, which is now available to all flow admins and other users that you grant access to. From the app, you can create flows or open any flow that you have permission to access in Flow Builder. New list views show your most recently modified flows and flow definitions that include errors. Search for flows using a keyword in the flow label. Filter or sort flows by type, progress status, last modified date, last modifying user, and associated record fields. Additionally, find a direct link to the Trailblazer Community and to relevant learning material on Trailhead.

Where: This change applies to Lightning Experience and Salesforce Classic in Essentials, Professional, Enterprise, Unlimited, and Developer editions.

How: In the App Launcher, search for Automation and select the Automation app. If you don’t see the app, go to Process Automation Settings in Setup, and select Enable the Automation Lightning App.

2. Let Einstein Build a Draft Flow for You

Salesforce Notes: Reach your automation goals with Einstein by describing what you want to automate and letting Einstein generative AI handle the heavy lifting. From the description you provide, Einstein creates a draft flow with elements and resources to get you started.

Where: This change applies to Lightning Experience.

– All Einstein 1 Editions
– Enterprise, Performance, Unlimited, and Einstein 1 Editions with the Einstein for Sales, Einstein for Service, or Einstein for Platform add-on.
– Einstein generative AI is available in Lightning Experience.

To purchase Einstein for Sales, Einstein for Platform, or Einstein for Service add-ons, contact your Salesforce account executive.

How: From the Flows section in Setup, click New Flow (see image below), or from the Automation Lightning app, then click New. Next, select Let Einstein Help You Build and then click Next.

3. Fix Formula Syntax Errors with Einstein for Formulas

Salesforce Notes: Einstein for Formulas now helps you fix syntax errors in a formula in addition to providing an explanation for a formula that’s used in Formula fields, default field values, and record validation rules. Create a formula or use an existing Salesforce formula in the Formula Editor and get an explanation generated. For any syntax errors in the formula, use the fixed formula suggested by Einstein.

Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions. Einstein generative AI is available in Lightning Experience.

Why: The formula syntax checker identifies syntax errors in a formula but doesn’t provide a solution to fix them. Einstein for Formulas addresses this limitation by providing a fixed formula that you can use in the Formula Editor.

How: To fix a syntax error in a formula you entered in the Formula Editor, click Use Formula Assistant and Einstein suggests a fixed formula for you.

4. Add New Custom Fields to Dynamic Forms-Enabled Pages

Salesforce Notes: Quickly and easily add a new custom field to your Dynamic Forms-enabled pages by using a new step in the custom-field creation wizard.

Where: This change applies to Lightning Experience in Group, Professional, Enterprise, Performance, Unlimited, and Developer editions.

How: Create a custom field as usual in Setup. After setting field-level security, you see the new step to select which Lightning record pages to add the field to.

The new field is added to each record page you select as the last field in the first field section on the page.

If there aren’t any Dynamic Forms-enabled pages for the object for which the field is being created, then the new step doesn’t appear.

5. Use Blank Spaces to Align Fields on Dynamic Forms-Enabled Pages

Salesforce Notes: Customize field alignment in Dynamic Forms field sections with the new Blank Space component. Find it on the Fields tab when viewing Dynamic Forms-enabled Lightning record pages in the Lightning App Builder. You can use a blank space on its own to separate fields vertically inside a field section. To further enhance the alignment of your field section content, you can also use a blank space in conjunction with the field section property Align fields horizontally. We delivered this feature thanks to your ideas on IdeaExchange.

Where: This change applies to Lightning Experience in Group, Professional, Enterprise, Performance, Unlimited, and Developer editions.

How: For example, these two versions of the same field section contain account fields, with a blank space added below the Phone field. The left image shows the default behavior without Align fields horizontally selected. The blank space appears with a single-row height.

On the right, the horizontal alignment setting was selected, causing the Website field to stay aligned horizontally with the Parent Account instead of collapsing upward. The blank space height is now expanded to align with the row height of its neighbor, Billing Address.

6. Set Conditional Visibility for Individual Tabs in Lightning App Builder

Salesforce Notes: Customize tab visibility in the Lightning App Builder according to your business needs. You can set the conditions to dynamically show or hide an individual tab in the Tabs component. This change applies to tabs on LWC-enabled record pages. We delivered this feature thanks to your ideas on IdeaExchange.

Where: This change applies to Lightning Experience in Professional, Enterprise, Unlimited, Pro Suite, and Developer editions.

How: For a complete list of LWC-enabled objects, see LWC Migration for Record Home Pages.

7. See What’s Enabled in Permission Sets and Permission Set Groups (Generally Available)

Salesforce Notes: It can be tricky to track all the permissions included in your permission sets and permission set groups. To make managing your users’ access easier, you can now see all enabled object, user, field, and custom permissions on one page. You can also see which permission set groups include the permission set and vice versa. This feature, now generally available, includes some changes since the beta release. The summary page has an improved interface, and we added the ability to see included custom permissions and permission sets in permission set groups. We delivered this feature thanks to your ideas on IdeaExchange.

Where: This change applies to Lightning Experience and Salesforce Classic (not available in all orgs) in all editions.

How: From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets. Or, enter Permission Set Groups, and then select Permission Set Groups. Select a permission set or permission set group, and then click View Summary.

8. Get a Summary of a User’s Permissions and Access

Salesforce Notes: If you’ve wondered what permissions, public groups, or queues a user is assigned, you’re in luck. With the User Access Summary, you can see this information directly from the user’s detail page, saving you time, clicks, and effort. There’s no need to run queries or look through each profile, permission set, public group, or queue when troubleshooting or managing access. We delivered this feature thanks to your ideas on IdeaExchange.

Where: This change applies to Lightning Experience and Salesforce Classic (not available in all orgs) in all editions.

How: From Setup, in the Quick Find box, enter Users, and then select Users. Select a user, and then click View Summary.

Read more Salesforce Summer ‘24 Features selected by Salesforce Ben’s Christine Marshall.

How AdVic Can Help

If you have any questions about the Salesforce Summer ’24 Release – or anything Salesforce-related – AdVic’s U.S.-based Consulting Team – which works on your hours – is standing by to help! Reach us now, here.

*Images courtesy of Salesforce

Related Resources:

Highlights from the Salesforce Summer ‘24 Release – Podcast
15 Hottest Salesforce Summer ’24 Features For Admins – Christine Marshall/Salesforce Ben Article

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The post Salesforce Ben’s Christine Marshall Highlights Top Summer ’24 Release Features appeared first on Ad Victoriam Solutions.

In this era of relentless business demands, the need for seamless and optimized operations has become paramount. Enter Salesforce®, a formidable – and the world’s No. 1 CRM platform – that empowers enterprises of every size to transcend conventional boundaries, fortify their operations, and pave the way toward unparalleled success.

How Salesforce Can Streamline Operations

1. Centralized Customer Data

Benefit: Provides businesses with a complete view of each customer and their interactions with the company.

One of the most important things that businesses can do to streamline their operations is to centralize their customer data. Salesforce makes it easy to do this by providing a single repository for all customer information, including contact details, purchase history, and support tickets. 

2. Automate Workflows

Benefit: Frees up employees to focus on more strategic initiatives.

Another way to streamline operations is to automate workflows. Salesforce offers a variety of automation tools that can help businesses automate tasks such as lead generation, marketing campaigns, and customer support. 

3. Gain Insights with Analytics

Benefit: Use data to identify areas for improvement and make better decisions about how to allocate resources.

Salesforce also provides powerful analytics tools that can help businesses gain insights into their operations.

4. Improve Collaboration

Benefit: Close more deals and improve the business’s overall efficiency.

Salesforce can also help businesses improve collaboration between different departments. For example, the sales and marketing teams can use Salesforce to share leads and track opportunities. 

Examples of How Salesforce Streamlines Operations

• Lead Management: Salesforce can help businesses manage their leads more effectively by automating the lead generation and qualification process. Salesforce helps businesses track the progress of leads through the sales pipeline.
• Sales Forecasting: Salesforce can help businesses forecast their sales more accurately by providing insights into their sales pipeline and historical sales data. This information can be used to make better decisions about how to allocate resources and set sales goals.
• Marketing Automation: Salesforce can help businesses automate their marketing campaigns by sending targeted emails, social media posts, and other marketing materials to potential customers. This helps businesses save time and reach more potential customers.

• Customer Support: Salesforce can help businesses provide better customer support by providing a central repository for all customer support tickets. This allows customer support representatives to quickly and easily access customer information and resolve issues.

Tips for Getting Started with Salesforce

• Start by identifying your specific needs. What are your biggest pain points? What areas of your operations do you want to streamline? Once you know what you need, you can start to develop a plan for how Salesforce can help you achieve your goals.
• Get buy-in from all stakeholders. Salesforce is a powerful tool, but it’s important to get buy-in from all stakeholders before implementing it. This will help ensure that everyone is on the same page and that Salesforce is used to its full potential.
• Start small. Don’t try to implement all of the features of Salesforce at once. Start by implementing the most important features and then add more features as needed.
• Get training. Salesforce offers a variety of training resources to help you learn how to use the platform. It’s important to invest in training for your employees so that they can use Salesforce effectively.

Summary

Salesforce is a powerful CRM platform that can help businesses of all sizes streamline their operations and achieve success. By centralizing customer data, automating workflows, gaining insights with analytics, and improving collaboration, businesses can use Salesforce to improve their efficiency and effectiveness.

How AdVic Helps

Just as we have for many businesses, the AdVic® Consulting Team can help your business, regardless of industry, design a custom roadmap leading to a data solution that will empower you with the critical insights you need. We can get to work for you today! Book a meeting with us now! 

Related Resources:

Supercharge Your Business with Optimized Salesforce CRM

Decoding Salesforce: Unveiling the Messaging Behind AI+Data+CRM

Are You Using Your CRM to Its Full Potential?

Signs That Businesses of Any Size Need CRM

*Images courtesy of Salesforce

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The post How Salesforce Streamlines Operations for Business Success in 2024 appeared first on Ad Victoriam Solutions.

As 2023 comes to a close, we reflect on the many ways Salesforce® has helped businesses grow and succeed. We are grateful to the Salesforce community for their continued support and collaboration.

In this final blog of the year, we share “The Top 23 Salesforce Blogs of 2023,” as curated by AdVic®, and the feedback we’ve received from our readers. These blogs provide valuable insights and advice for the entire Salesforce ecosystem.

We hope you enjoy reading these blogs and that they help you in your Salesforce journey.

Happy New Year from the Ad Victoriam Solutions Team!

#1. Highlights from the Salesforce Spring ’23 Release

To help get you ready for the Salesforce Spring ’23 Release, we spoke with  Salesforce Ben‘s Courses & Community Director and 11X Salesforce-Certified Evangelist Christine Marshall about some of her favorite new features in the release. Here are the seven she selected for AdVic®.

Read More

#2. Create Better Brand Experiences with Consumer Goods Cloud

The traditional consumer products distribution strategy has traditionally been centered on face-to-face contact. However, today brands want a way for sales teams to know exactly how their items are selling, what inventory is needed in their store, and which locations need field reps’ attention. In addition, brands must also assist field teams by providing task management solutions that allow field reps to execute and audit precisely and in real-time while on the job. This is exactly why Salesforce Consumer Goods Cloud was created by the #1 CRM solution provider, Salesforce.

Read More

#3. What to Know When Migrating Data to Salesforce From a Legacy System

It won’t surprise anyone to know that migrating data from a legacy system to a Salesforce solution requires some careful planning and execution. And after you’ve chosen your Salesforce migration partner, there are a lot of things to take into consideration. Thus, the reason for us reaching out to Salesforce Lead Technical Architect Richard MacDonald is to get his expertise, guidance, and some tips. What follows are some highlights from our 2023 conversation with Richard on the AdVic “Salesforce Simplified” podcast.

Read More

#4. Expedite Salesforce Implementation with an Accelerator – Part 1

For those who don’t know, AdVic’s extensive line of Accelerators is quick-start tools that advance the implementation or enhancement of your Salesforce® platform to equip and empower your team, customers, and partners in just weeks, not months. 

With our uniquely crafted solutions, based on industry best practices and thousands of completed projects, your company will be able to quickly leverage Salesforce functionality, lower deployment costs with accelerating platform benefits, and gain out-of-the-box resolution – which can be customized to your needs – to top industry use cases. 

In Part 1 of this AdVic Salesforce Blog series, we’re taking a look at a few of our various Accelerator offerings and how they can expedite the Salesforce solution you have been looking for. 

Read More

#5. Highlights from Salesforce’s Summer ’23 Release

To prepare you for the Salesforce Summer ’23 Release, we once again enlisted the help of Salesforce Ben‘s Courses & Community Director and 11X Salesforce-Certified Evangelist Christine Marshall to share some of her favorite new features in this release. Here are the eight she selected for AdVic.

Read More

#6. Get More Out Of Your Salesforce Clouds

After their initial Salesforce implementation, certain business practices become easier and productivity is enhanced. But with time, your business, industry, and even Salesforce features change and it may become necessary to modify or improve the functionality of your Salesforce platform to do more with less, and keep teams aligned and focused on the customer experience. 

In this blog, we discuss how a company that has already implemented Salesforce can modify, improve functionality, or add features to keep their teams aligned, focused on customer experience, and growing revenue.

Read More

#7. Commerce Cloud Goes Beyond Your Traditional Online Catalog

When people think of e-commerce, they often think of the ease of online shopping in their daily lives. But there’s another world of e-commerce with its own unique relationships and buying capabilities: business-to-business (B2B) commerce.

Businesses in the B2B space are turning to Salesforce Commerce Cloud, an e-commerce platform from Salesforce specifically designed for businesses making purchases online. It enables companies to create exceptional e-commerce storefronts and experiences for their business customers.

Read More

#8. Salesforce Introduces Generative AI Tools for Marketers

As we look back at 2023, it was the year that AI (Artificial Intelligence) and GPT (Generative Pre-trained Transformer) changed how people work, and marketers were some of the most affected by this brand-new technology. Salesforce is one of the companies investing in this new functionality announcing at its June Connections event in Chicago that Marketing GPT and Commerce GPT would become widely available by the end of the year. These new applications are powered by Einstein GPT — the AI-powered set of solutions that marries Salesforce AI with OpenAI’s technology and are changing the way marketers do their job, from creating audiences to promoting products dynamically in email and on their eCommerce sites.  

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#9. Sales & Marketing, SEO, and Social Media Tips for B2B Marketers

The B2B marketing landscape is continuously evolving. The last two years saw a few unprecedented changes and trends in the B2B marketing ecosystem. What trends can we expect in 2023? On an Ad Victoriam “Salesforce Simplified” podcast, Paul Slack, founder and CEO of Vende Digital discussed sales and marketing, SEO, and social media trends B2B marketers should watch – and possibly embrace – this year. What follows are some of the highlights of that conversation.

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#10. 8 Steps to a Successful Salesforce Implementation

A Salesforce implementation can be a complex and daunting process. Even if you’ve already implemented Salesforce before, starting a new implementation from scratch can present new challenges. To ensure that your implementation is successful, there are certain steps you need to follow. In this AdVic Salesforce Blog, we’ll discuss eight important steps to follow when starting a Salesforce implementation.

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#11. The 10 Best Marketing Practices B2B Companies Should Follow

B2B companies often have long sales cycles, complex decision-making processes, and multiple stakeholders. Therefore, B2B companies need to follow certain best practices to maximize their chances of success. Here are 10 best marketing practices that B2B companies should follow.

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#12. Expedite Salesforce Implementation with an Accelerator – Part 2

For those who don’t know, AdVic’s extensive line of Accelerators is quick-start tools that advance the implementation or enhancement of your Salesforce platform to equip and empower your team, customers, and partners in just weeks, not months. 

In Part 2 of this AdVic Salesforce Blog series (read Part 1), we’re taking a look at a few of our various Accelerator offerings and how they can expedite the Salesforce solution you have been looking for.  

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#13. AdVic’s B Corp Commitment Continues Into 2023

In this Salesforce Blog, we discuss opportunities to improve as a B Corporation in 2023, and how we are getting ready for recertification in early 2024. 

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#14. The Benefits of Using Salesforce Marketing Cloud

What is Salesforce Marketing Cloud? It’s the email you received from a retailer that presented products they already know you have an interest in. Or a text message alerting you that the item you viewed, but didn’t purchase is now on sale. Marketing Cloud can do this, and so much more. 

In a nutshell, Marketing Cloud has become an essential tool for businesses looking to build brand awareness and grow their customer base. So, in this AdVic Salesforce Blog, we explore some of the most important things to know about Marketing Cloud, including its benefits and how it can help your business.

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# 15. Meet Salesforce Content Creator Ike Wagh

Ike Wagh is a unique independent Salesforce Content Creator who has been using his platform to share his passion for Salesforce with the world across social media. Ike has over 13,000 followers on LinkedIn and over 3,000 subscribers to his YouTube channel.

Ike was a guest on the AdVic “Salesforce Simplified” podcast and talked about his journey to becoming an independent Salesforce Content Creator, how he connects with others in the Salesforce Ohana, and how those inside Salesforce are reacting to his content. Here are some highlights from that conversation.

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#16. Transform the Customer Experience with Great Order Management

As you may already be aware, an order management system (OMS) – such as Salesforce Order Management (SOM) – is a platform or tool that allows sellers to track sales, process orders, manage inventory, and streamline fulfillment to make sure products end up in the hands of the customers who ordered them. It ensures that orders are delivered as expected, with full order transparency, quick shipping, and timely delivery.

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#17. How B2B Companies Can Provide a D2C Experience

In today’s ever-changing digital age, customers are more empowered than ever before. They have access to a wealth of information and can make informed decisions about their purchases. This shift in consumer behavior has led to the rise of Direct-to-Consumer (D2C) companies that sell directly to consumers without involving any middlemen. While D2C companies have been successful in many industries, they have yet to make significant inroads in the B2B space. However, with changing customer expectations and increased competition, B2B companies are beginning to realize the need for a D2C experience. In this article, we will explore how B2B companies can provide a D2C experience.

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#18. The Future of Product Information Management Inside Salesforce

Product Information Management (PIM) refers to the process of handling all the data, content, and other material that you need to market and sell products. PIM also ensures that quality data is created for internal use and multichannel distribution.

PIM was the topic of the AdVic “Salesforce Simplified” podcast. In that episode, we talked more about what PIM is, how it can help companies, and how it can be implemented into Salesforce systems. And to talk about all of that, we invited Mike Milburn, who has a deep background within the Salesforce ecosystem (he is actually one of the founders of Service Cloud), and is now the co-founder and Co-CEO of Pimly, which is a new and innovative solution that brings all of a company’s product information into Salesforce to easily manage and utilize product data and digital assets across their Salesforce clouds. What follows are some highlights from our conversation with Mike.

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#19. Decoding Salesforce: Unveiling the Messaging Behind AI+Data+CRM

It’s quite evident these days that Salesforce is full-speed ahead with using the power of AI to help transform the way businesses interact with their customers. Case in point, their “AI+Data+CRM” formula combines AI with data to create a more holistic view of the customer, allowing for more personalized and relevant experiences.

Let’s take a look at the messaging behind Salesforce’s AI+Data+CRM and explore how it benefits businesses and drives success.

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#20. Make Quality Service Connections at Scale

If you’ve been kicking the tires about a Salesforce Service Cloud solution for your business and you haven’t pulled the trigger yet, perhaps you are not aware of its powerful AI capabilities…the ones that can make your service team reinvent customer experience.

Let’s take a look at some of the ways AI-powered predictions, recommendations, and chatbots on digital channels – built right into the Service Cloud platform – will make your customers happier and your agents more productive.

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#21. The Benefits of Using Salesforce Commerce Cloud & Commerce GPT

Salesforce Commerce Cloud is a powerful platform that enables businesses to create and deliver personalized and seamless online shopping experiences. With its powerful features and capabilities, Commerce Cloud has become a popular choice among businesses of all sizes.

Let’s explore the many benefits of using Commerce Cloud for your online business.

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#22. Maximizing Internal Communications with Slack

During a 2023 episode of AdVic’s “Salesforce Simplified” podcast, we spoke with Slack Senior Solutions Engineer Aditi Chaturvedi about the great features inside Slack, which by the way stands for “Searchable Log of All Communication and Knowledge.” Here are some of the highlights from our conversation.

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#23. Why Businesses Should Embrace Using Chatbots

As a consumer, you want your questions answered and your issues resolved quickly, so you can go about your day. Calling and emailing are often time-consuming and can leave consumers feeling frustrated.

A fast efficient customer service option? Chatbots. Chatbots are computer programs designed to simulate conversation with human users, typically over the internet. 

In this article, we’ll explore the benefits of using chatbots in business and offer tips for creating an effective chatbot experience.

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Resources:

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The post The Top 23 Salesforce Blogs of 2023 appeared first on Ad Victoriam Solutions.

Right on schedule, Salesforce® is releasing a new wave of features and upgrades in their Winter ’24 Release. These new features will support your goals so that your organization can more effectively and efficiently stay relative. 

As per usual, depending on your instance of Salesforce, the first main release weekend for the Winter ’24 Release was September 1, 2023, with subsequent release weekends scheduled for October 6, 2023 and October 13, 2023. 

To help you get ready for the release, we spoke with Salesforce Ben‘s Courses & Community Director and 11X Salesforce-Certified Evangelist Christine Marshall about some of her favorite new features. Here are the six she selected for AdVic®.

1. Dynamic Forms for Standard Objects and Mobile

Salesforce Note: Dynamic Forms is now supported on hundreds of LWC-enabled standard objects. Dynamic Forms gives you a streamlined admin experience, enhanced page performance, and the option of visibility rules so your users see only what they need when they need it. But until now, you could use Dynamic Forms only on custom objects and a limited number of standard objects. 

Where: This change applies to Lightning Experience in Group, Professional, Enterprise, Performance, Unlimited, and Developer editions.

How: Dynamic Forms is supported for most but not all standard LWC-enabled objects. If you open a record page for an object in the Lightning App Builder and don’t see a Fields tab in the component panel, then Dynamic Forms isn’t supported for that object. As an example, the Note object doesn’t support Dynamic Forms because it has a fixed layout.

Dynamic Forms isn’t supported on objects that aren’t LWC-enabled. For example, Campaigns, Products, and Tasks still use information from page layout.

2. Transfer Dashboard Ownership

Salesforce Note: Enable ongoing updates to Lightning dashboards by transferring dashboard ownership when responsibilities change or the dashboard creator leaves your organization. The new owner has full control over the dashboard contents. Previously you had to clone or recreate the dashboard when the creator moved on to other responsibilities.

Where: This change applies to Lightning Experience in Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

Who: To use this feature, you must have the View All Data or the View My Team’s Dashboard permission. View All Data allows you to change the owner to anyone in your org. View My Team’s Dashboards allows you to change the owner from and to anyone who rolls up to you in your team’s Role Hierarchy. You must also have edit or manage access to the folder that contains the dashboard. The new owner is granted edit access to the dashboard folder.

How: From Setup, in the Quick Find box, enter Reports and Dashboards Settings, then select Reports and Dashboards Settings. On the Reports and Dashboards Settings page, select Allow users to change dashboard owner (Lightning Experience Only). Then from the Dashboards tab or the open dashboard, select Change Owner.

3. Preview Summary Formulas in Lightning Reports

Salesforce Note: See at a glance how a summary formula that includes the PARENTGROUPVAL or PREVGROUPVAL function will be used in your Lightning report. When you select grouping options in the enhanced summary formula builder, the preview image updates instantly to show how the formula applies to the report. This feature was previously available only in Salesforce Classic and is now available in Lightning Experience.

Where: This change applies to Lightning Experience in Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

How: Edit a report that has the groupings that you want to compare. In the summary formula builder, select the PARENTGROUPVAL or PREVGROUPVAL function. In the Display area (1), configure how to apply the formula, using the preview image as a reference. Then in the Function panel (2), select the group parameter values to include. When you insert the function into the formula (3), the selected parameters are included.

4. Permissions

Salesforce Note: Create reports to see custom permission set and permission set group assignments. See object and field API names in permission sets and recalculate permission set groups. See specific examples here.

5. Forecasts

Salesforce Note: Unlock your sales potential with the updated forecasts page. Design enhancements make forecast data easier to read and the page simpler to navigate.

Where: This change applies to Lightning Experience in Professional, Performance, and Developer editions and in Enterprise and Unlimited editions with the Sales Cloud.

Why: Get a clearer view of your forecasts page with these design enhancements.

6. Intelligence View for Leads and Contacts

Salesforce Note – Intelligence View Leads: Users can view lead activities, take action, and update records, all in one place in the Lead Intelligence View. Previously, Lead Home provided only simple list views and required users to navigate to individual records to take action.

Where: This change applies to Lightning Experience in All Editions.

Why: In the Lead Intelligence View, users can quickly filter their leads, see aggregate activity statistics for the resulting records, and take action to reach out, right from the lead home page. To see detailed activity for individual records, users can click the side panel icon next to the record name.

Salesforce Note – Intelligence View Contacts: Users can view contact activities, take action, and update records, all in one place in the Contact Intelligence View. Previously, Contact Home provided only simple list views and required users to navigate to individual records to take action.

Where: This change applies to Lightning Experience in All Editions.

Why: In the Contact Intelligence View, users can quickly filter their contacts, see aggregate activity statistics for the resulting records, and take action to reach out, right from the contact home page. To see detailed activity for individual records, users can click the side panel icon next to the record name.

If you have any questions about the Salesforce Winter ’24 Release – or want to keep optimizing your technology so your business thrives – AdVic’s U.S.-based Consulting Team – which works on your hours – is standing by to help! Reach us now, here.

Related Resources:

Highlights from Salesforce’s Summer ’23 Release (Blog)

Highlights from Salesforce’s Summer ’23 Release (Podcast)

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*Imagery and descriptions throughout courtesy of Salesforce.

The post Highlights From Salesforce’s Winter ‘24 Release – Selected by Salesforce Ben’s Christine Marshall appeared first on Ad Victoriam Solutions.

Are we really putting 2022 in our rearview mirror? Where did it go?

Well, there’s no looking back now, so let’s push forward with eyes wide open into what we hope will be an amazing 2023 for all! But before we do that, we wanted to take this opportunity to share the Top 22 Salesforce Blogs AdVic® published in 2022, ones that we got the most feedback from, and ones you may have missed.

Enjoy, and Happy New Year from all of us at Ad Victoriam Solutions!

#1. Highlights from the Salesforce Winter ‘23 Release

Salesforce® has once again packed their platform with exciting new features inside its Winter ‘23 Release, And as they always do, AdVic’s consultants have poured through every one of the new features in this release and have highlighted the ones they are most excited about.
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#2. 5 Common Questions Asked of Salesforce Partners

Through your research, you have found that Salesforce® products will work best for your organization. So, what’s next? It is time to look for a Salesforce Partner to implement (or modify) your technology. Here are five common questions Salesforce newbies (and vets, too) have asked AdVic.
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#3. Be the 1 of 8 Digital Transformations that Succeeds
Did you know that about one of eight digital transformations succeed? To be one of the successful ones, start by building a digital transformation strategic roadmap that includes obtaining buy-in from your stakeholders and the team.
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#4. AdVic’s Journey to be a Better Version of Ourselves
When we first embarked on our B Corp certification journey back in January of 2016, Ad Victoriam Solutions (AdVic®) was less than two-years-old, employed eight employees and was still operating out of a combination of shared workspaces and our founder’s basement. Fast forward to February of 2022 and we’re now over 150 employees strong located in 18 states across six time zones, and we’ve re-certified as a B Corp and continue to scale both fast and responsibly.
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#5. How a Relationship Turned Into a Partnership
It’s no secret that fostering positive relationships with your customers out-of-the-gate can help to transform those customers into real brand supporters and long-term partners. Such is the case with AdVic and a recent high-tech customer that provides cloud-based business solutions to their customers.
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#6. The Seven Stages of a Sales Pipeline
Not to be confused with a sales funnel – which looks at the whole customer journey and the various stages a consumer will go through in their journey towards purchase – a sales pipeline looks at the different steps in the sales process. These seven are generally considered to be the “standard” stages for a business that follows a typical sales process.
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#7. What is B2B2C?
Is your organization B2B, B2C, or B2B2C? The way you interact with your clients, the way you define success, and the technology you use all tie into the business model that defines your company.
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#8. Storytelling with Data
Data is more than a trending topic. Today, data drives business solutions and tells a story about what is happening in your business. Whether manufacturers are using data to pinpoint defects or downtime in their machines, retailers are analyzing their new loyalty programs, or a healthcare provider is monitoring patient engagement, data tells a story.
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#9. AdVic Empowered Minority Football Coaches
As a small nonprofit, NCMFC relies heavily on advisors in the technology, marketing, legal, and finance worlds to enhance their business practices. When it was time to implement Salesforce for their organization, an advisor recommended AdVic as a partner. With excitement, we jumped onboard this pro bono project to integrate Salesforce Nonprofit Success Pack into their organization.
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#10. Four Easy Ways to Get Involved and Make a Difference
At AdVic, we give every employee 40 hours of paid time-off to volunteer every year. We encourage them to get involved in their communities to give back, regardless of cause or organization. Here are four simple ways anyone — or a company – can get involved and give back.
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#11. Managed Services: How Does It Save Time & Money? When Do You Need It?
Simply put, Managed Services, and specifically a Managed Services Provider (MSP), handles the daily operations of your specialized technology applications so you and your teams can focus on driving revenue. But how do you know when it’s really time to enlist the services of an MSP before your day-to-day business is impacted?
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#12. Do You Need Sales Automation or An Upgrade?
From the top of the sales funnel to closing, the sales process has a lot of steps. In many cases sales begins with marketing initiating the first touching point. It could be socials, ads campaigns, or email marketing, and from there, prospects flow through the funnel hopefully landing in a closed deal. Here’s how sales automation increases productivity, accelerates the sales cycle, and increases revenue.
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#13. Equipment Manufacturer Replaces Legacy Systems and Thrives
Here’s how Residential Elevators is now seeing profound improvements with their new and improved CRM system. In the ever-evolving world of Salesforce®, their technology is continuously seeing updates, new features, and more functionality that enables their business to progress.
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#14. A Manufacturer’s Road to Success
The most successful digital transformations drive change from leadership to employees to provide customers with unforgettable experiences. They also require planning stages. Get our step-by-step “Guide to Success” for manufacturers.
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#15. Electrical Equipment Manufacturing Challenges and Growth
The electrical equipment sector of manufacturing is experiencing robust growth. According to Yahoo Finance, “The global electrical equipment market is expected to grow from $1,384.97 billion in 2021 to $1,540.25 billion in 2022 at a compound annual growth rate (CAGR) of 11.2%.” Because the manufacturing industry, specifically electrical, was hit so hard by the COVID-19 pandemic, they are working tirelessly to get back on track.
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#16. Talking Tech Trends with Salesforce Ben & AdVic
During a 2022 AdVic “Salesforce Simplified” podcast – titled “Talking Tech Trends with Salesforce Ben” and featuring Salesforce Ben’s Ben McCarthy and AdVic President Brian Mize – we discussed top tech trends that may impact the industry and business practices in the near future.
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#17. ‘May the Fourth Volunteer With You’ Week a Huge Success at AdVic
After an inaugural volunteer week in 2019, and a two-year delay because of pandemic-related postponements, “May the Fourth Volunteer With You” week was back this year at AdVic. With three events at our headquarters just outside of Atlanta, and our remote employees participating in events across the country, our team came together to give back.
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#18. HexArmor’s Sales Director Talks About Sales Cloud
HexArmor‘s Director of Sales, Geno Lechuga, recently spoke on the AdVic “Salesforce Simplified” podcast about how his team benefits from being able to see every interaction prospects and customers have with his business—regardless of department—using the CRM platform that connects his whole company. Here’s some highlights from that conversation.
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#19. The Best Features of Salesforce Sales Cloud
For those who don’t know, Salesforce Sales Cloud – often referred to as the World’s #1 CRM – provides a platform to manage end-to-end functioning of the sales department for companies. In this Salesforce Blog, we focus on some of the best features of Sales Cloud.
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#20. The Project That Became a Partnership
AdVic’s initial project with FLUX Pumps was to implement a necessary Salesforce Sales Cloud solution. From this, their sales cycle was cut in half. They were awarded efficiency, visibility, and automation with their introductory digital transformation. FLUX achieved great milestones that included doubled conversions, a 20% increase in revenue, and a way to nurture leads that turned into customers.
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#21. What You Need to Know About Slack
Slack and Salesforce® have spearheaded a newfound innovation in the way that employees communicate, connect and collaborate. From internal marketing teams to recruiters connecting with new talent, Slack offers unmatched flexibility that allows all parties to communicate swiftly with their instant messaging capabilities, or their built-in video and voice capabilities. Inside the blog, download AdVic’s informative no-form Slack infographic.
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#22. Top Brands Do This to Create an Effective Customer Experience
These days, customer experience has become more than a buzz phrase. No matter the industry or the brand, companies have come to the realization that they need to focus on being more proactive, as opposed to reactive, when it comes to engaging with their customers.
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