How You Serve Society

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Chapter 6: How You Serve Society </span> </h1> </div> <div class="headingComponent parbase section"> <div id="business-as-a-platform-for-change" class=" h3 text-stratus text-left salesforce-sans-bold margin-10-bottom-xs " style="; "> <span class=" header-text "> Business as a Platform for Change </span> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="labelSmallComponent headingComponent parbase section"> <div id="time-to-read-2-minutes" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> TIME TO READ: 2 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hidden-xs hidden-sm hidden-md hidden-lg margin-20-top-lg " alt="" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-work-dotcom-template-logo.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-bottom-lg margin-40-bottom-sm column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-20-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <p><b>The past six months have heightened demand for true corporate social responsibility.</b></p> <p>According to Salesforce’s<a href="https://public.tableau.com/profile/salesforceresearch#!/vizhome/GlobalStakeholderSeries2020/Home"> Global Stakeholder Series: Future of Work, Now</a>, a majority of people feel that businesses should give back to the community and make addressing global inequalities a high priority. In the past, the public didn’t expect much more from companies than jobs and wealth creation.</p> <p>Now, every business needs to play an active role in moving the needle on critical societal issues, like diversity, equity, and sustainability.</p> <p>Making progress in these areas isn’t just the right thing to do; it’s also a significant business opportunity. Research has shown that more diverse organisations are more innovative and perform better than more homogenous ones, and leading the pack on sustainability can create a lasting competitive advantage.</p> <p>This means it is critical to put in place leadership, measurement, and reporting around your social programs. This is a change from simply writing a check to turning your company into a platform for change, energising your employees to act, and putting in place programs that makes this easy for them.</p> <p>Here are three impact areas that directly influence how customers and employees view your company.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-30-bottom-lg center-img-horizontally " alt="Equality, philanthropy and sustainability directly influence how customers and employees view your company." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-impact-areas.jpg"/> </div> </div> <div class="headingComponent parbase section"> <div id="equality" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-11 margin-20-top-lg margin-10-top-xs margin-10-bottom-xs " style="; "> <span class=" header-text "> Equality </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-30-bottom-xs text-size-default line-height-32 "> <p>As we navigate not only global health and economic crises, but also a social crisis that has further amplified systemic racism and inequalities, leading with our values is more important now than ever. At Salesforce, <a href="/company/equality/">equality</a> is a core value. We believe that businesses can be powerful platforms for social change and that it is our responsibility to further equality for all.</p> <p>Creating a culture of equality isn’t just the right thing to do; it’s also the smart thing — empowering employees to innovate, build deeper connections with our customers, and ultimately to build a better company.</p> <p>It’s not enough to take a stand for equality, but as leaders, we are called to take action. To help drive systemic change in our workplace and community, consider these four pillars. At Salesforce, we have a <a href="/company/equality/racial-equality-justice-taskforce/">Racial Equality and Justice Task Force</a> to drive them forward. </p> </div> </div> <div class="headingComponent parbase section"> <div id="we-all-have-a-role-actions-you-can-take" class=" h3 text-stratus text-center salesforce-sans-bold col-lg-11 margin-30-top-lg margin-20-top-xs margin-0-bottom-lg margin-0-bottom-xs " style="; "> <span class=" header-text "> We all have a role. Actions you can take: </span> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-10-bottom-lg center-img-horizontally " alt="People, philanthropy, purchasing, policy." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-actions.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-20-top-xs margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> In order to ensure a fair, equitable, and inclusive workplace, it’s important to establish and share standardised inclusive practices for all employees to learn and put into action. This ensures inclusion at every stage of the employee lifecycle, from how you attract, recruit, retain, promote, and develop your talent. </div> </div> <div class="headingComponent parbase section"> <div id="employee-journey" class=" h3 text-stratus text-center salesforce-sans-bold col-lg-11 margin-30-top-lg margin-20-top-xs margin-0-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> Employee Journey </span> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-10-bottom-lg center-img-horizontally " alt="Inclusion should be in every part of the Employee Lifecycle." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-employee-journey.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-20-top-xs margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <p>Consider creating <a href="/company/equality/equality-groups/">Employee Resource Groups</a> (ERGs) if your company does not have them. These are employee-led organisations that support our underrepresented communities. Empower each group with a budget, offer paid volunteer time for ERG members, and partner to create professional career development initiatives.</p> <p>Hold your company accountable by setting representation goals and tracking against them. Consider sending people leaders a monthly scorecard which includes: headcount, hiring, attrition, and promotion data by gender and race (where applicable) with prescriptive actions based on data to help increase access to opportunities.</p> </div> </div> <div class="headingComponent parbase section"> <div id="sustainability" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-11 margin-10-top-lg margin-10-top-xs margin-10-bottom-xs " style="; "> <span class=" header-text "> Sustainability </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <p>Climate change is the greatest challenge humans have ever faced, and its effects weigh heaviest on the world’s most vulnerable communities, amplifying global inequality. At Salesforce, we consider the <a href="/company/sustainability/">environment to be a key stakeholder</a>, and we are committed to harnessing our culture of innovation to improve the state of the world and create a sustainable, low-carbon future and economy.</p> <p>Carbon accounting is the first step to understanding a company’s environmental footprint, with the hopes that this data can drive actionable insights, like setting realistic reduction targets.</p> <p>We leveraged the power of Salesforce technology to <a href="https://www.salesforce.com/news/stories/the-mission-to-track-emissions-why-we-created-salesforce-sustainability-cloud/">create a solution</a> that empowers businesses to quickly track, analyse, and report reliable environmental data to help them reduce their carbon emissions. In response to recent health concerns, many workforces are traveling less and mostly working from home.</p> <p>Sharing the <a href="//www.salesforce.com/content/dam/web/en_us/www/documents/white-papers/sustainability-at-home.pdf">Sustainability at Home Guide</a> with employees gives them actionable ways to make working from home more sustainable such as growing plants in your backyard, making conscious decisions about the food you eat, and striving for zero waste.</p> </div> </div> <div class="headingComponent parbase section"> <div id="philanthropy" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-11 margin-10-top-lg margin-10-top-xs margin-10-bottom-xs " style="; "> <span class=" header-text "> Philanthropy </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <p>Giving back has been part of our DNA since day one, but it’s never been more important than it is now. </p> <p>At Salesforce, we are focused on bringing community and opportunity together. We know that values create value: Socially responsible companies tend to have higher employee retention, greater customer loyalty, and even stronger sales.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy hidden-xs hidden-sm img-responsive margin-10-top-lg margin-20-bottom-lg center-img-horizontally " alt="Values create value for businesses." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-philanthropy.jpg"/> <img class="lazy hidden-md hidden-lg img-responsive margin-10-top-lg margin-20-bottom-lg center-img-horizontally " alt="Values create value for businesses." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/M-transformation-playbook-2020-philanthropy.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-60-right-lg margin-0-right-md margin-20-bottom-lg margin-10-bottom-xs text-size-default line-height-32 "> <b>Here are some ways companies can build a culture of giving back:</b> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-10-top-xs margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <b>Listen to your community.</b><br /> Our communities hold the best solutions to our toughest challenges. Start by listening to their needs and ideas, and support them on their journey. As our communities continue to experience new challenges, we need to work hand-in-hand with them to create new solutions. Assess your resources, embrace flexibility, and pivot your programs to best support communities in this moment and those that lie ahead. </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg center-img-horizontally " alt="Bringing a company's values to life happens at every level of the organization." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-giving-back.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-20-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <b>Make a commitment from the top.</b><br /> A great culture is both top-down and bottom-up. It starts with instilling a commitment at the highest levels of your company like adding philanthropy in your annual goals and measuring your community impact as rigorously as you do your sales goals. Research shows that employees expect their leaders to lead in social impact: 76% of employees want CEOs to take the lead on change instead of waiting for government to impose it. </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-20-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <b>Empower your employees.</b><br /> You can encourage your employees to give to the causes they care about by offering them volunteer time off and matching their donations. Your employees are your greatest asset, and by fostering their passions, you can leave a lasting mark on your communities. </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <b>Resources to get you started.</b><br /> Since Salesforce pioneered the 1-1-1 model, <a href="https://pledge1percent.org/">Pledge 1%</a> has grown into a global movement where giving back is baked into the DNA of companies of all sizes from the very beginning. These companies have pledged a combination of giving back 1% of equity, profit, product, or employee time. Head to <a href="http://pledge1percent.org/">pledge1percent.org</a> to get started. </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-30-bottom-lg center-img-horizontally " alt="More than 10,000 companies have joined Pledge 1%." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-pledge.jpg"/> </div> </div> <div class="headingComponent parbase section"> <div id="key-actions-to-take" class=" h3 text-stratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-xs margin-20-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Key Actions to Take </span> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-right-lg margin-20-bottom-lg margin-0-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-0-bottom-lg text-size-default line-height-default "> <ul class="enhanced-unordered-list"> <li><b> Empower diverse voices.</b><br /> </li> </ul> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg margin-10-left-lg text-size-default line-height-32 "> <div style="margin-left: 40.0px;">Develop Employee Resource Groups and empower them with budgets and hold teams accountable for annual equality goals and milestones.</div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-right-lg margin-20-bottom-lg margin-0-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-0-bottom-lg text-size-default line-height-default "> <ul class="enhanced-unordered-list"> <li><b> Sign onto the Science-Based Targets Initiative.</b><br /> </li> </ul> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg margin-10-left-lg text-size-default line-height-32 "> <div style="margin-left: 40.0px;">Recently a coalition of business, civil society, and U.N. leaders <a href="https://www.salesforce.com/news/press-releases/2018/09/13/salesforce-reinforces-environmental-commitment-with-mission-2020-step-up-declaration-and-announces-new-strategic-climate-initiatives/">committed to set 1.5 degrees Celsius science-based emissions reduction targets</a>, the ambitious goal needed to prevent the damaging effects of climate change. On a smaller scale, businesses can also partner with their top suppliers to set emissions reduction targets by a certain year.</div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-right-lg margin-20-bottom-lg margin-30-bottom-xs margin-0-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-0-bottom-lg text-size-default line-height-default "> <ul class="enhanced-unordered-list"> <li><b> Support Employees in Giving Back</b><br /> </li> </ul> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg margin-10-left-lg text-size-default line-height-32 "> <div style="margin-left: 40.0px;">Set top-down community-giving goals and then encourage your employees to give to the causes they care about by offering them volunteer time off and matching their donations.</div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <div id="conclusion-how-to-learn-more" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-11 margin-30-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> Conclusion: How to Learn More </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-30-bottom-lg text-size-default line-height-32 "> <p>Preparing your company to adapt and flex for future shocks is no easy feat. But, recentering your focus on the customer makes it achievable. </p> <p>Start by putting structures in place now to help you rapidly sense, anticipate, and respond as customers’ needs change. Then, purposefully redesign and realign your business processes, teams, and technology to create amazing, frictionless customer experiences. To cultivate genuine loyalty with customers, consider ways your company can act as a platform for change. </p> <p>The urgency is real — and so is the potential.</p> <p>Your journey toward customer-centricity starts with this playbook, but it doesn’t end here. Keep learning more with these resources to the right.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs hidden-sm hidden-md hidden-lg columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 250"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>To prioritize where to ignite change, it’s best to get an understanding of top needs for each customer persona. Here are some of the best practices Salesforce follows:</p> <ol> <li><b>Create a voice-of-the-customer function.</b> The right program will have both business-focused research leaders and a neutral reporting structure. That way, the team responsible for delivering improvements isn’t also keeping score. Get feedback from customers to establish a baseline and set a single improvement goal as your starting point.</li> <li><b>Invest in listening at every level. </b>Target all personas in your ecosystem. Which customer groups experience the most pain? Which drive the most revenue? Who are your greatest brand advocates? Don’t fear their feedback.</li> <li><b>Integrate insights into one narrative.</b> Tell one story behind the numbers. Just as you want to balance your listening across channels, you want to balance your data with a story. Listening tours, advisory boards, and focus groups bring color and context to scorecards and trendlines.</li> <li><b>Operationalize insight reviews.</b> Integrate customers into strategic planning, and assign an accountable owner to each metric or measurement that stems from what you learned when listening. Does the executive team plan future products or programs at an offsite or every Monday morning? Wherever planning takes place, save a seat at the table for the customer’s voice.</li> <li><b>Invest in intelligence and automation to drive accountability.</b> Automating analysis and reporting saves your team valuable time. A sensing tool or machine layered on top of your qualitative feedback is one of the most effective ways to unlock insights.</li> <li><b>Inspire a customer listening movement. </b>Sometimes the team sharing customer feedback is perceived as the “bad news” team. Instead, motivate your team and your stakeholders to stay engaged and keep acting on customers’ needs by recognizing results and rewarding teams that become listening champions.</li> <li><b>Close the loop with your customers.</b> Listening means you need to communicate. It’s unrealistic to take action on every piece of feedback, and customers don’t expect you to do everything they ask. But they do expect to hear back from you on what you are doing, what you’re not able to do, and what else you need from them for a successful partnership.</li> </ol> <p>Designate enough time and resources to rethink your current sense-and-respond capabilities and make a change. How can you evolve the legacy patterns on the left to the greater-value practices on the right? Get serious about uniting your marketing, sales, commerce, service, and IT teams to actually hear what customers are saying and make changes.</p> <p>Throughout this process, cultivate an environment of psychological safety as a leader. Give teams the freedom to experiment and learn, and ensure everyone feels safe to offer criticism and share what’s not working.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg " alt="A "move from” and “move to” list for internal teams" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/15-Random-Siloed-Data-800x555.jpg"/> </div> </div> <div class="headingComponent parbase section"> <div id="how-to-learn-more" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-11 margin-20-top-lg margin-10-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> How to learn more </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-xs margin-20-bottom-lg text-size-default line-height-32 "> <p>Before you commit to too many changes, ask yourself and your peers two key questions:</p> <ul> <li><b>What stories are our customers telling us?</b></li> <li><b>Have we listened deeply to customer feedback recently?</b></li> </ul> <p>Embed customer listening into your company’s DNA to ensure transformation efforts are hyper-focused on their needs.</p> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>Being a customer-centric company is no easy feat. Yet redesigning business practices, connecting silos, and making the right lean technology investments to rapidly sense and respond to customer needs may be among the most impactful and rewarding challenges you’ll take on in your career. They’ll also ensure that your company evolves and wins amid today’s pace of change. <b>The urgency is real — and so is the potential.</b></p> <p>Your journey toward customer 360 transformation starts with this playbook, but it doesn’t end here.</p> <p>Want to start making meaningful connections today? Visit <a href="https://trailhead.salesforce.com/guides">Customer 360 Guides</a> on Trailhead, which include blueprints, architectures, and real-life tips that empower you to achieve your customer 360 transformation.</p> <p>The first guide, Transform the Consumer Experience, walks you through how to deliver connected experiences across Commerce, Marketing, and Service even as teams are working remotely.</p> <p>Ready for more? Keep the learning going with these additional resources for your path to customer centricity.</p> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="https://quip.com/templates/covid-corporate-v2mom"> <span> Get V2mom Template </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <p id="chapters" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-xs " style="; "> <span class=" header-text "> Chapters </span> </p> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="01" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 01 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 1 - Successfully Meeting the Digital Imperative Depends on Your Mindset thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-1.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="successfully-meeting-the-digital-imperative-depends-on-your-mindset" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/"> <span class=" header-text "> Successfully Meeting the Digital Imperative Depends on Your Mindset </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="02" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 02 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/design-customer-centric-business-practices/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 2 - How You Make Decisions thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-2.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-make-decisions-sense-anticipate-and-respond" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/design-customer-centric-business-practices/"> <span class=" header-text "> How You Make Decisions: Sense, Anticipate, and Respond </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="03" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 03 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/build-one-team-around-customer/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 3 - How You Engage Customers thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-3.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-engage-customers-customer-centric-business-processes" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/build-one-team-around-customer/"> <span class=" header-text "> How You Engage Customers: Customer-Centric Business Processes </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="04" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 04 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/move-to-leanest-technology-stack/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 4 - How You Work thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-4.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-work-one-team-aligned-around-the-customer" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/move-to-leanest-technology-stack/"> <span class=" header-text "> How You Work: One Team Aligned Around the Customer </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="05" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 05 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/sense-and-respond-to-customers/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 5 - How You Embrace Technology thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-5.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-embrace-technology-digital-first-lean-and-ethical-by-design" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/sense-and-respond-to-customers/"> <span class=" header-text "> How You Embrace Technology: Digital-First, Lean, and Ethical by Design </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="06" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 06 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="#ch6" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 6 - How You Serve Society thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-6.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-serve-society-business-as-a-platform-for-change" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="#ch6"> <span class=" header-text "> How You Serve Society: Business as a Platform for Change </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs hidden-sm hidden-md hidden-lg columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper 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data-src="//www.salesforce.com/content/dam/web/en_us/www/images/crm/crm-integration/wdsd-blog-header-visual.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <h3 id="trailhead" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Trailhead </span> </h3> </div> <div class="headingComponent parbase section"> <h4 id="inclusive-marketing-practices" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> Inclusive Marketing Practices </span> </h4> </div> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg bg-snow "> <div class="thumbnail-content " data-href="/?d=cta-related-2"> <a href="/?d=cta-related-2" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="what ethical leadership looks like thumbnail" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/ethical-business.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <h3 id="research" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Research </span> </h3> </div> <div class="headingComponent parbase section"> <h4 id="what-does-ethical-leadership-look-like" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> What does ethical leadership look like? </span> </h4> </div> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg bg-snow "> <div class="thumbnail-content " data-href="/?d=cta-related-3"> <a href="/?d=cta-related-3" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Doing Good Is Good for Business card thumbnail" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/275.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <h3 id="webinar" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Webinar </span> </h3> </div> <div class="headingComponent parbase section"> <h4 id="doing-good-is-good-for-business" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> Doing Good Is Good for Business </span> </h4> </div> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs hidden-sm hidden-md hidden-lg columns-wrapper bg-left-center bg-cover column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="visible-md"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="visible-sm"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="visible-xs"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="container"> <div class="row columns-wrapper xs-min-height-300" style="min-height: 300px; 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-30-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-6-ten col-md-6-ten col-lg-6-ten"><div class="headingComponent parbase section"> <p id="about-the-author" class=" h3 text-night text-left salesforce-sans-bold margin-10-bottom-lg margin-0-bottom-xs " style="; "> <span class=" header-text "> About the Author </span> </p> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-bottom-lg margin-10-bottom-xs margin-20-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="visible-md"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-10-top-xs margin-100-left-lg margin-100-left-xs text-size-default line-height-default "> <b>Elizabeth Pinkham</b><br /> Executive Vice President of Global Real Estate, Salesforce </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-20-top-xs margin-40-bottom-lg margin-30-bottom-xs text-size-default line-height-default "> Elizabeth Pinkham is responsible for Salesforce’s global real estate strategy, overseeing the company’s real estate portfolio and workplace design, as well as creating one-of-a-kind experiences for Salesforce’s employees, customers, partners and the community. </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4-ten col-md-4-ten col-lg-4-ten"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 id="more-resources" class=" h1 text-night text-left salesforce-sans-light margin-60-top-lg margin-40-top-sm margin-60-bottom-lg margin-40-bottom-sm " style="; "> <span class=" header-text "> More Resources </span> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper margin-0-bottom-sm column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/?d=cta-footer-49"> <a href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/?d=cta-footer-49" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="State of the Connected Customer 3rd Edition">State of the Connected Customer 3rd Edition</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="State of the Connected Customer" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/state-of-the-connected-customer.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <div id="research" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Research </span> </div> </div> <div class="headingComponent parbase section"> <h5 id="state-of-the-connected-customer" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-bottom-lg sales-head-1" style="; " data-equalize="sales-head-1"> <span class=" header-text "> State of the Connected Customer </span> </h5> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg margin-0-bottom-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a class="btn btn-lg simple-link salesforce-sans-bold " aria-label="State of the Connected Customer" data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/?d=cta-footer-49"> <span> Learn more <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/">State of the Connected Customer 3rd Edition</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="https://salesforcecustomer360.herokuapp.com"> <a href="https://salesforcecustomer360.herokuapp.com" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Create your Customer 360 in two simple steps." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-report-SF-cust-360.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <div id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Guide </span> </div> </div> <div class="headingComponent parbase section"> <h5 id="create-your-customer-360-in-two-simple-steps" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-right-lg margin-10-bottom-lg sales-head-1" style="; " data-equalize="sales-head-1"> <span class=" header-text "> Create your Customer 360 in two simple steps. </span> </h5> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg margin-0-bottom-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a class="btn btn-lg simple-link salesforce-sans-bold " aria-label="Create a Customer 360 in two simple steps" data-content-replacement-close-color="sfdc-swap-button-day" href="https://salesforcecustomer360.herokuapp.com"> <span> Learn more <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://salesforcecustomer360.herokuapp.com">Create your Customer 360 in two simple steps</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-100-bottom-lg margin-40-bottom-sm bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="https://go.salesforce-partners.com/talent-alliance"> <a href="https://go.salesforce-partners.com/talent-alliance" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="The Impact of Digital Transformation During Times of Change" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-card-navigate-change-with-technology.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <div id="pledge" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Pledge </span> </div> </div> <div class="headingComponent parbase section"> <h6 id="join-the-talent-alliance" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-right-lg margin-10-bottom-lg sales-head-1" style="; " data-equalize="sales-head-1"> <span class=" header-text "> Join the Talent Alliance </span> </h6> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg margin-80-bottom-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a class="btn btn-lg simple-link salesforce-sans-bold " aria-label="COVID-19 Response Playbook" data-content-replacement-close-color="sfdc-swap-button-day" href="/?d=cta-footer-50"> <span> Learn more <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://go.salesforce-partners.com/talent-alliance">Join the Talent Alliance</a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-bg-img-xs columns-wrapper bg-left-center bg-cover column-container-component"> <div class="bg-rain hidden-bg-color-sm hidden-bg-color-md hidden-bg-color-lg bg-opacity">  </div> <div class="visible-lg"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-2000.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-2000.jpg"> </div> </div> <div class="visible-md"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1600.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1600.jpg"> </div> </div> <div class="visible-sm"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg"> </div> </div> <div class="visible-xs"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg"> </div> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-xs margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 id="get-weekly-updates-and-fresh-ideas-delivered-to-your-inbox" class=" h3lg text-night text-center salesforce-sans-light col-md-9 col-lg-9 margin-60-top-lg margin-40-top-sm margin-20-bottom-lg margin-20-left-lg " style="; "> <span class=" header-text "> Get weekly updates and fresh ideas delivered to your inbox. </span> </h4> </div> <div class="generalFormContainerV2 formContainerV2 parbase section"><div class="form-container-v2 sfdc-form-day sfdc-form-closed sfdc-form-medium single-line-form"> <div class="form-header-wrap">  </div>  <form method="post" action="/eu/form/other/blog-newsletter/?d=cta-header-14" class="form-builder-form margin-20-left-lg sfdc-form-adaptive-label two-step " data-sfdc-form="dynamic:false,signup:false,event:false,paginated:false,formType:non-lead,cookieRead:true,cookieWrite:false,closeTimeout:-1,minHeight:,disableDB:false,locale:en_ie,submitEvent:"> <input type="hidden" name="conf_page" value="/eu/form/other/blog-newsletter/"/> <input type="hidden" name="successPage" value="/eu/form/other/blog-newsletter/"/> <input type="hidden" name="failPage" value="/eu/form/other/blog-newsletter/"/> <input class="sr-hidden" type="text" aria-hidden="true" autocomplete="off" tabindex="-1" name="twoStep" value="true"/> <input class="sr-hidden" type="text" name="Region__c" autocomplete="off" tabindex="-1" aria-hidden="true"/> <input class="sr-hidden" type="checkbox" name="validForm" tabindex="-1" autocomplete="off" aria-hidden="true"/> <input class="sr-hidden" type="text" aria-hidden="true" tabindex="-1" name="isFromSingleLineForm" value="true"/> <div class="singleLineLayout parbase"><div class="single-line-layout"> <div class="single-line-field"> <div class="emailInput textFieldInput section"> <div class="field "> <input autocomplete="email" id="UserEmail" type="email" name="UserEmail" placeholder="Email" aria-required="true" required="true"/> <label for="UserEmail" class="placeholder"> Email </label> <span class="error-msg">Enter a valid email address</span> </div> </div> </div> <div class="single-line-submit"> <div class="btn-container"> <button name="Sign up for Free" type="submit" class="submit btn btn-lg btn-primary salesforce-sans-regular btn-center btn-full">Sign up for Free </button> </div> </div> </div> </div> <div style="display: none;" class="type-captcha section"><div class="field g-recaptcha"></div> <span class="error-msg">Please Complete Captcha</span> </div> <div class="hidden"> <input type="hidden" name="formResourcePath" value="{b9e629ec4bc35f82c58e7e38abccf429d1c1ca3e68e09960459b6d1961bc98dcac3504f90f68d8691c3458ce5fccd2e50f56c5e3dc8af38bfb82f8fce171147c34727c7d2d4fb5e0bff7a02b3bf3bd916cd10c60ab74ba66d9da768eea7776720f5404611d0877cf3d07aa77a2be3064497226227314b33b2c89affc870e244028f913c9cea199a1ae0dc8b73ac5ae27759fb18155aa3406f7cc424925aea9e8a5e437be523ad1cbc0857d7d48722680d0ecd479888611c2b1c4e48543a15b36}"/> </div> <div class="form-footer-wrap"> </div> <div class="control-rule-prevent-submit hidden"></div> </form> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs hidden-sm hidden-md hidden-lg columns-wrapper column-container-component"> <div class="bg-rain bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="imageComponent parbase section"> <div class=" image-link"> <img class=" img-responsive hidden-xs margin-20-top-lg margin-80-top-md float-image-absolute" alt="" src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-butterlies.png" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-butterlies.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 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