Salesforce Introduces Loyalty Management to Help Drive More Meaningful Customer Loyalty Experiences

SAN FRANCISCO, Jan. 12, 2021 /PRNewswire/ -- Salesforce (NYSE: CRM), the global leader in CRM, today announced Loyalty Management, a new product for companies across industries, including retail, consumer goods, manufacturing, travel and hospitality, to increase customer trust and engagement. Built on the Salesforce Customer 360 Platform, Loyalty Management allows companies to build intelligent loyalty programs for both B2B and B2C customers with a flexible, configurable and quickly deployable solution that fits their specific needs. With Loyalty Management, companies can provide more personalized consumer experiences, evolve their loyalty programs to stay current with customer expectations and help drive business value by creating loyal, lifelong customers.

Since the start of the pandemic, more than a third of U.S. consumers have tried a new brand, and 80 percent of them intend on sticking with it. While loyalty programs can help companies develop long term relationships with customers and drive growth, many rely on outdated, fragmented technology that fail to provide integrated experiences and are unable to evolve with industry trends, such as the shift from traditional point-based reward programs to exclusive experiences and products. These loyalty programs end up offering little value to the business or the customer and actually lower consumer trust instead of increasing it.

Introducing Salesforce Loyalty Management

Salesforce Loyalty Management will empower companies across industries, including retail, consumer goods, manufacturing, travel and hospitality, to create engaging and effective loyalty programs with clicks, not code, so that technology can be quickly implemented and easily customized. Loyalty Management is integrated with Salesforce Digital 360, Service Cloud and Tableau, allowing digital leaders to deliver a connected loyalty experience across the entire customer journey.

Salesforce Loyalty Management includes the following capabilities:

    --  Flexible and complete loyalty platform: Loyalty Management is built on
        the Salesforce platform so businesses can design a variety of different
        programs that meet their unique needs. Whether that is a tiered
        membership program or points per purchase, businesses can flexibly
        configure earn and redeem rewards programs. For example, a hotel chain
        can easily customize offerings to each local market to account for
        different experiences and amenities, such as tickets to a local
        professional sports game or a local winery that offers tastings, and
        evolve these offerings over time based on popularity and seasonality
        without having to rewrite code or update antiquated back end systems.
    --  Personalized loyalty offerings to drive business value: Companies can
        target different segments of their member base to ensure that offerings
        to consumers, business customers or partners feel unique and customized
        to an industry and their customer base. Loyalty Management allows
        companies to pull in their customer data--including marketing
        interactions, purchase history and website visits--to create a unified
        view of the customer and inform the personalized promotions they
        receive. For example, an outdoor retailer can promote an exclusive ski
        trip that they are offering in partnership with a local ski resort, or a
        B2B manufacturer can reward a business customer with credit for
        attending a webinar or product training.
    --  Integrate loyalty throughout the entire organization with a single
        source of truth: Because Loyalty Management is integrated into the
        Salesforce Customer 360, customers can easily sign up for loyalty
        programs through Salesforce Experience Cloud, and businesses can send
        personalized content and notifications to customers with Salesforce
        Marketing Cloud and Customer 360 Audiences. In addition, companies can
        integrate external systems, like a customer data platform, with APIs and
        integrate third party solutions from Salesforce AppExchange, such as
        geolocation-based notifications for when a customer is near a store, to
        enhance their Loyalty Management program. This creates a single source
        of truth and can empower an entire organization to strengthen loyalty
        across every customer interaction.
    --  Measure loyalty program performance: With Tableau CRM for Loyalty
        Management, companies can measure program performance, member
        acquisition and engagement, and partner performance in a dashboard. As
        business and customer needs change, Loyalty Management allows companies
        to determine the best path forward and to adjust their programs,
        including promotions and offers, based on real-time data. For example, a
        retailer can identify when their members aren't using their points and
        offer them new incentives to redeem points to reduce the company's point
        liability.

Extending Loyalty Management through the Salesforce Partner Ecosystem

Salesforce partners are equipped to implement Loyalty Management for B2B and B2C customers across industries. Salesforce global strategic partners Accenture, Capgemini, Deloitte and PwC, in addition to consulting partner PK, served as design partners in the development of Loyalty Management and can provide organizations with guidance and solutions to build and strengthen loyalty programs for customers.

Comments on the News:

    --  "Organizations with high levels of customer loyalty outperform their
        competition, so it's critical they provide their customers with valuable
        and memorable experiences to build trust," said David Schmaier, CEO,
        Salesforce Industries. "Loyalty Management allows companies across
        industries to evolve their loyalty programs from transactional to
        human-centric by delivering personalized, relationship-building moments
        to each customer."
    --  "As successful loyalty programs move beyond simple point and redemption
        exchanges and focus more on early access, experiences and products,
        existing loyalty solutions have been slow to adapt," said R "Ray" Wang,
        Principal Analyst, Founder and Chairman, Constellation Research.
        "Customers are looking for a loyalty management product that represents
        the next generation of loyalty and gives companies the freedom to
        create, evolve and measure a loyalty program that is capable of
        providing personalized and engaging offerings."

Availability

    --  Loyalty Management will be generally available in February 2021.

More information

    --  Learn more about Loyalty Management here.
    --  Connect with Salesforce on Facebook and follow @salesforce on Twitter

About Salesforce

Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.

View original content to download multimedia:http://www.prnewswire.com/news-releases/salesforce-introduces-loyalty-management-to-help-drive-more-meaningful-customer-loyalty-experiences-301206150.html

SOURCE Salesforce