Deloitte Digital and Salesforce join forces in a collaborative effort to unlock the potential of AI for CRM.

Last Updated: July 6, 2023By AdminTags: AI for CRM, business outcomes, data protection, data security, Deloitte Digital, generative AI-powered applications, personalized customer experiences, salesforce, trusted AI, trustworthiness

Deloitte Digital and Salesforce have collaborated to offer organisations worldwide the tools and strategies to implement trusted AI for CRM. Deloitte Digital will utilise its expertise in AI services, industry knowledge, and data protection to assist organisations in adopting and scaling Salesforce AI Cloud, a suite of reliable, open, and business-ready generative AI-powered applications. Together, Deloitte Digital and Salesforce aim to empower clients in leveraging AI for CRM to deliver personalised customer experiences, enhance company productivity, and safeguard their data.

The deployment of AI for CRM demands a strong emphasis on trust and data security. Recent research by Salesforce indicates that 73% of employees perceive generative AI as introducing new security risks, and nearly 60% of those planning to utilise the technology lack knowledge regarding data security measures. Deloitte’s Trustworthy AITM framework, previously announced, highlights six essential dimensions for the effective implementation of AI: fairness and impartiality, transparency and explainability, responsibility and accountability, robustness and reliability, privacy preservation, and safety and security.

Recently, Deloitte introduced a new Generative AI practice that combines leading services, AI talent, and extensive industry experience to assist enterprise leaders in designing effective Generative AI strategies and developing innovative AI-powered applications. Deloitte’s Trustworthy AI framework aids clients in establishing necessary safeguards and striking a balance between competing ethical priorities during product development and operation.

Jim Rowan, Principal and U.S. leader for Deloitte Consulting’s Strategy & Analytics business, emphasised, “For many years, Deloitte has been leading the industry in AI capabilities anchored in trust. With our extended focus and collaboration with Salesforce, we are able to offer our clients the technical experience and industry-specific knowledge to help them design, develop, and deploy AI solutions that optimise CRM processes, enable personalised customer interactions, and generate actionable insights for strategic decision-making.”

In their collaboration, Deloitte Digital and Salesforce will provide clients with a comprehensive set of tools to accelerate their AI for CRM initiatives and implement AI responsibly and trustworthy. The collaboration offers clients access to:
1. Strategies Ready to Deploy AI for CRM: A quantitative, research-backed trust framework to guide clients in deploying AI for CRM while addressing security, privacy, compliance requirements, and fostering loyalty and brand equity.
2. Industry-Specific AI Use Cases: AI readiness labs at Deloitte Digital studios, offering immersive experiences tailored to specific industries to explore generative AI’s potential and accelerate the adoption of Salesforce AI Cloud in various sectors, including technology, healthcare, and financial services.
3. Upskilling in AI for CRM Success: The Deloitte AI Academy’s commitment to upskill 10,000 professionals worldwide, including training programs to develop and enhance generative AI for CRM skills and nurture the next generation of talent.

Maximilian Schroeck, Global Chief Commercial Officer for Salesforce at Deloitte Global, highlighted, “Deloitte Digital helps organizations leverage generative AI technologies responsibly and ethically. As the world’s most trusted brand, Deloitte is uniquely positioned to help our clients prepare for this exciting phase of innovation. Our collaboration with Salesforce signifies our dedication to building the foundation for AI-driven transformation in sector-specific CRM use cases.”

Clara Shih, CEO of Salesforce AI, added, “Today every organization must become an AI-first company to compete, and that can only be done by adopting technologies rooted in trust and transparency. Salesforce’s work with Deloitte Digital will help ensure organizations have the strategies and technologies they need to confidently adopt and deploy AI for CRM, driving personalized customer experiences and immediate business outcomes.”

Salesforce AI Cloud, designed specifically for CRM, integrates AI, data, analytics, and automation to offer trusted, real-time generative AI capabilities that are enterprise-ready, empowering sales

latest video

news via inbox

Nulla turp dis cursus. Integer liberos euismod pretium faucibua

To achieve better sales and profits, most companies could be doing more to cultivate business from their existing customers. However, enthusiasm for customer-retaining strategies must not endanger sound customer-getting efforts. How companies balance the two is the big question. To intensify reaching old customers while still seeking new ones, for many firms, will mean changes in market analysis, planning systems, management incentives, and marketing and/or operations organization. In the rush toward growth, consumer marketers have tended to regard success as stemming from obtaining new customers while unwittingly minimizing the importance of satisfying old ones. It is time for more companies to distinguish between their getting and retaining functions, to assess the balance between them, and to remedy any deficiencies in customer retention. This process requires management to value the potential of current customers and to treat them in special ways to get them to keep coming back. Several major elements should be part of the new marketing mix for customer retention: Product extras Keeping customers frequently requires giving them more than the basic product that initially attracted them. Product extras for individual customers over time can play a sales-expansive role. Reinforcing promotions Product promotion works better when aimed at existing customers. If a marketer knows who these customers are, benefits can be obtained by giving them reinforcing communications. Sales force connections The sales force can play a decisive role in the customer-retention function. At a retail or service counter the salesperson is the focal point of the company's strategy and is the firm to the customer. Post-purchase communication A company must anticipate that some customers will encounter either minor or serious problems after purchasing. If the firm is not ready to hear and correct these difficulties, the customer may not repurchase or may cancel the the relationship. Whether company or customer is at fault, standby post-purchase activities can be instrumental in saving these customers.

lets see