Audit Technology and Process — Where are your Gaps?

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"> <span class=" header-text "> Audit Technology and Process — Where are your Gaps? </span> </h1> </div> <div class="headingComponent parbase section"> <h2 id="determine-where-technology-holds-teams-back-from-delivering-on-customer-centricity-and-how-to-move-forward" class=" h3 text-stratus text-left salesforce-sans-bold margin-10-bottom-xs " style="; "> <span class=" header-text "> Determine where technology holds teams back from delivering on customer centricity, and how to move forward. </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg margin-20-bottom-lg margin-0-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-12 col-md-12 col-lg-12"><div class="labelSmallComponent headingComponent parbase section"> <div id="time-to-read-5-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: 5 minutes </span> </div> </div> <div class="socialMediaSharingComponent section"> <div> <div class="share-icon-row margin-10-bottom-sm"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/eu/resources/guides/audit-technology-and-process/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=202510" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a class="twitter" target="_blank" href="https://twitter.com/intent/tweet?url=https://www.salesforce.com/eu/resources/guides/audit-technology-and-process/&text=&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="Audit Technology and Process — Where are your Gaps?"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=202510" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a target="_blank" href="https://www.linkedin.com/cws/share?url=https://www.salesforce.com/eu/resources/guides/audit-technology-and-process/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=202510" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </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> </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="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive center-img-horizontally " 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/guide/customer-centric-technology-plan/ch3-hero-image-header.png"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>By this point in your transformation, you have started the process of working collaboratively with a cross-functional team of stakeholders to decide what customer and employee experiences need to change, and how.</p> <p>As you build your innovation roadmap and prioritise the customer and employee experiences to optimise, you will need to audit current business capabilities and the tools each department is currently using. This will help inform where you may be able to consolidate solutions or offer alternatives to future-proof the company from point solutions that don’t connect.</p> </div> </div> <div class="headingComponent parbase section"> <h2 id="map-out-use-cases" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Map out use cases. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-40-bottom-lg text-size-default line-height-32 "> <p>A critical part of this effort is identifying where current business capabilities are falling short in delivering the desired experience for your customers. By auditing process, information, and capability gaps, you can align on what technologies you may need to sunset, consolidate, integrate, or adopt to make it possible.</p> <p>As the saying goes, start with the end in mind. We recommend mapping desired customer and employee scenarios, or use cases, and outlining the people, process, and technology required to make those experiences possible. Your current tech stack may serve some pieces of the journey, but prohibit others. Understanding these gaps will then help you identify potential solutions to incorporate into your strategic roadmap.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-60-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-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-bottom-sm " 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/guide/customer-centric-technology-plan/ch3-inlineimage1-tip1.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="as-part-of-this-process-you-will-also-want-to-identify-business-critical-legacy-systems-that-need-to-be-accounted-for-they-may-not-be-going-anywhere-soon-so-you-need-to-think-about-integrations-to-connect-critical-legacy-tools-with-modern-crm-to-create-a-single-shared-customer-view" class=" h3 text-stratus text-left salesforce-sans-bold col-md-11 col-lg-11 margin-10-bottom-lg " style="; "> <span class=" header-text "> As part of this process, you will also want to identify business-critical legacy systems that need to be accounted for. They may not be going anywhere soon, so you need to think about integrations to connect critical legacy tools with modern CRM to create a single, shared customer view. </span> </h3> </div> <div class="headingComponent parbase section"> <h3 id="more-on-that-in-the-next-chapter" class=" h4gn text-stratus text-left salesforce-sans-light col-lg-12 " style="; "> <span class=" header-text "> (More on that in the next chapter.) </span> </h3> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-20-bottom-lg center-img-horizontally " alt="Common B2B and B2C Scenarios" 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/customer-centric-technology-plan/ch3-inlineimage2-table.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="think-shared-not-siloed" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Think shared, not siloed. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-30-bottom-md text-size-default line-height-32 "> As you map out use cases and review capabilities, it’s easy to evaluate new solutions in silos. Traditionally, departments have pursued initiatives in an ad hoc way in silos — such as modernising sales, customer service, or existing applications, often with a variety of different solution providers. While this is the norm and can’t always be avoided, it can create greater difficulties down the line. Choosing different solutions or platforms for each team means you’ll spend a lot more time integrating and maintaining data in the pursuit of more connected customer experiences. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-30-bottom-md 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-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-bottom-sm " 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/guide/customer-centric-technology-plan/ch3-inlineimage3-tip2.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="tip-put-a-process-in-place-to-ensure-it-is-involved-in-all-technology-decisions-before-new-solutions-are-purchased-so-they-can-assess-ease-of-integration-with-other-tools-it-should-have-a-birds-eye-view-of-technology-across-the-organisation-and-should-support-systems-governance" class=" h3 text-stratus text-left salesforce-sans-bold col-md-11 col-lg-11 margin-40-top-lg margin-0-top-md margin-0-top-sm " style="; "> <span class=" header-text "> Tip: Put a process in place to ensure IT is involved in all technology decisions before new solutions are purchased so they can assess ease of integration with other tools. IT should have a bird’s-eye view of technology across the organisation and should support systems governance. </span> </h3> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>As discussed earlier in this guide, it’s not uncommon for CRM decisions to be made tactically, department by department. That approach no longer needs to be the case as the right CRM system can be a powerful solution that actually helps to bridge silos — enabling all your teams to build and manage customer relationships across every phase of their journey with your brand. Think about the potential benefits of having your sales, marketing, commerce, and service teams using the same system and accessing the information they need from the same dataset.</p> <p>See the value of a connected CRM in action here:</p> </div> </div> <div class="videoComponent vy-player parbase section"><div class="margin-20-top-lg margin-20-bottom-lg "> <div class="vy-player-container "> <div class="vidyard-player-embed" data-uuid='GnFFxNay5EN5snT5sAPiQH' data-v="4" data-type="inline"></div> </div> <script type="text/javascript" data-uuid='GnFFxNay5EN5snT5sAPiQH'> window.SfdcWwwBase && window.SfdcWwwBase.videoComponent && window.SfdcWwwBase.videoComponent.updateChapter(document.scripts[document.scripts.length - 1].getAttribute("data-uuid")); if(!window.vidyardEmbed){ window.videoUtils && window.videoUtils.loadScriptOnce("https://play.vidyard.com/embed/v4.js", "Vidyard", true); } else { window.vidyardEmbed.api.renderDOMPlayers(); } </script> </div> <script> (function($) { // Add 'Configuration' global object with details of our Adobe Analytics instance window.Configuration = window.Configuration || {}; var rsid = (typeof Server !== 'undefined') ? Server.getAccount() : ''; $.extend(window.Configuration, { PUBLISHER: '8D6C67C25245AF020A490D4C@AdobeOrg', MCID: '8D6C67C25245AF020A490D4C@AdobeOrg', NAMESPACE: 'salesforce', CHANNEL: 'salesforce', RSID: rsid, TRACKING_SERVER: 'salesforce.sc.omtrdc.net', HEARTBEAT_TRACKING_SERVER: 'salesforce.hb.omtrdc.net', DEBUG: false }); }(jQuery)); // End of IIFE </script> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>A shared view of the customer will empower all your employees to respond faster to customers’ needs and engagement opportunities. It will enable you to implement a holistic, customer-centric roadmap and provide truly connected experiences for customers.</p> <p>Read on to see how one of our valued customers, Spalding, has used the power of a connected CRM to build their technology roadmap.</p> </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 bg-center-top bg-cover container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <div class="visible-md"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/customer-centric-technology-plan/ch2-customerstory-blue-background.png"> </div> </div> <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-10 col-md-10 col-lg-10"><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-6"><div class="spacerComponent parbase section"><div class="spacer hidden-sm hidden-md hidden-lg" style="height:20px;"></div> </div> <div class="spacerComponent parbase section"><div class="spacer hidden-xs hidden-sm hidden-md" style="height:80px;"></div> </div> <div class="headingComponent parbase section"> <h3 id="customer-story" class=" h4gn text-stratus text-left salesforce-sans-bold col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-100-top-lg margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> Customer Story </span> </h3> </div> <div class="headingComponent parbase section"> <h3 id="spalding" class=" h1 text-stratus text-left salesforce-sans-bold col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> Spalding </span> </h3> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-6"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-right-xs margin-20-left-xs center-img-horizontally " alt="Image of Matt Day, Head of Brand, Spalding" 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/customer-centric-technology-plan/ch3-customerstory-wheel.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <h3 id="a-really-great-customer-experience-is-about-90-operations-and-10-front-end-experience-if-you-can-use-all-the-data-available-to-you-to-improve-operations-then-the-front-end-experience-becomes-significantly-more-impactful" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> “A really great customer experience is about 90% operations and 10% front-end experience. If you can use all the data available to you to improve operations, then the front-end experience becomes significantly more impactful.” </span> </h3> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-xs margin-20-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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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 "> <span class="text-stratus"><b>Matt Day</b><br /> Head of Brand Communications, Digital, and Ecommerce, Spalding</span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-20-right-xs margin-10-bottom-lg margin-20-left-xs text-size-default line-height-32 "> <p>Spalding, a sporting goods company and the world’s largest basketball supplier, knows a thing or two about designing a customer-centered technology roadmap — with incredible impact. In fact, its commitment to digital innovation helped the company quickly pivot after COVID-19 stay-at-home orders went into effect, connecting customers at home with basketball equipment to “Bring the Arena to the Driveway.”</p> <p>Before kicking off its digital transformation with Salesforce back in 2017, Spalding had a singular goal: to make it as easy as possible for customers to discover products, convert, and engage with the brand. Spalding designed an innovation roadmap to deliver on key customer pain points and the business use cases it wanted to solve.</p> </div> </div> <div class="headingComponent parbase section"> <h2 id="customer-priority-1-optimise-the-customer-experience-across-digital-commerce-marketing-and-customer-service" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> Customer Priority #1: Optimise the customer experience across digital commerce, marketing, and customer service. </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs 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-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-40-top-md margin-40-top-sm margin-0-top-xs center-img-horizontally " 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/guide/customer-centric-technology-plan/ch3-customerstory-commerce.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="commerce" class=" h3 text-stratus text-left salesforce-sans-bold margin-40-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> Commerce </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Provide consumers and business buyers alike with a fast, smart, mobile-first digital commerce experience. Deliver relevancy to its customers and increase conversion through AI-driven product recommendations, predictive sort, and search dictionaries. </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-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs 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-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-md margin-20-top-sm margin-0-top-xs center-img-horizontally " 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/guide/customer-centric-technology-plan/ch3-customerstory-marketing.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="marketing" class=" h3 text-stratus text-left salesforce-sans-bold margin-40-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> Marketing </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Engage customers with at-home campaigns and exclusive discounts through email and the MVP loyalty program. </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-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs 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-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-60-top-md margin-60-top-sm margin-0-top-xs center-img-horizontally " 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/guide/customer-centric-technology-plan/ch3-customerstory-service.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="service" class=" h3 text-stratus text-left salesforce-sans-bold margin-30-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> Service </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Make customer service a cornerstone of a seamless customer experience. Using data coming from Commerce Cloud, service agents can pre-populate carts during real-time conversations from Service Cloud. This comes in handy when a customer’s basketball hoop is broken and they need to order a custom kit of replacement parts. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <h2 id="customer-priority-2-build-advocacy-and-drive-conversion-from-loyal-customers" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> Customer Priority #2: Build advocacy and drive conversion from loyal customers. </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs 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-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive center-img-horizontally " 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/guide/customer-centric-technology-plan/ch3-customerstory-commerce2.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="commerce" class=" h3 text-stratus text-left salesforce-sans-bold margin-40-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> Commerce </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> The Spalding MVP loyalty program engages customers with first access to new, limited-edition basketball drops. </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-top-lg margin-20-right-xs margin-40-bottom-lg margin-20-left-xs 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-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-30-top-md margin-40-top-sm margin-0-top-xs center-img-horizontally " 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/guide/customer-centric-technology-plan/ch3-customerstory-sales.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <h3 id="sales" class=" h3 text-stratus text-left salesforce-sans-bold margin-40-top-lg margin-20-top-xs " style="; "> <span class=" header-text "> Sales </span> </h3> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-default "> Spalding’s B2B sales team has a single place to manage all customer interactions with arenas, sports teams, and other customer organisations – to continue to grow these relationships. </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <h3 id="were-not-aiming-to-have-a-best-in-class-experience-in-sporting-goods-were-aiming-for-a-best-in-class-digital-experience-period" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-20-top-lg margin-20-right-xs margin-10-bottom-lg margin-20-left-xs " style="; "> <span class=" header-text "> “We’re not aiming to have a best-in-class experience in sporting goods. We’re aiming for a best-in-class digital experience, period.” </span> </h3> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-right-xs margin-40-bottom-lg margin-20-left-lg margin-20-left-xs 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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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/guide/customer-centric-technology-plan/ch3-customerstory-pullquote-illustration.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 "> <span class="text-stratus"><b>Matt Day</b><br /> Head of Brand Communications, Digital, and Ecommerce, Spalding</span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-top-lg margin-60-right-lg margin-0-right-md margin-10-bottom-lg text-size-default line-height-32 "> Now that you’ve seen Spalding’s story, try out our solution finder to build a solution that’s just right for your top challenges. </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 "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-358"> <span> Customise Your solution <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-60-bottom-lg margin-0-bottom-xs text-size-default line-height-32 "> When building a customer-centered tech stack, picking the right solutions that help to bridge silos, is important, but you can’t achieve a single, shared view of the customer without a focus on data and integration. It’s a critical piece of your innovation roadmap that we’ll cover next. </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"> <div id="chapters" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-xs " style="; "> <span class=" header-text "> Chapters </span> </div> </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-focused-technology-guide/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 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/customer-centric-technology-plan/c360-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="is-your-it-focused-on-products-or-customers" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/customer-focused-technology-guide/"> <span class=" header-text "> Is your IT focused on products or customers? </span> </a> </p> </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/innovation-roadmap-and-technology-plan-two-paths/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 2" 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/customer-centric-technology-plan/ch2-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="learn-two-paths-to-building-your-innovation-roadmap" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/innovation-roadmap-and-technology-plan-two-paths/"> <span class=" header-text "> Learn two paths to building your innovation roadmap. </span> </a> </p> </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/audit-technology-and-process/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 3" 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/customer-centric-technology-plan/ch3-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="audit-technology-and-process-where-are-your-gaps" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/audit-technology-and-process/"> <span class=" header-text "> Audit technology and process — where are your gaps? </span> </a> </p> </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/achieve-single-view-of-customer/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 4" 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/customer-centric-technology-plan/ch4-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="work-toward-a-single-shared-view-of-the-customer" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/achieve-single-view-of-customer/"> <span class=" header-text "> Work toward a single, shared view of the customer. </span> </a> </p> </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/drive-successful-technology-adoption-future-innovation/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 5" 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/customer-centric-technology-plan/ch5-meta-image.png"/> </a> </div> <div class="headingComponent parbase section"> <p id="drive-successful-adoption-and-future-innovation" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/drive-successful-technology-adoption-future-innovation/"> <span class=" header-text "> Drive successful adoption and future innovation. </span> </a> </p> </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=" 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"> <div id="related-content" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-lg margin-40-top-sm " style="; 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"> <span class=" header-text "> Guide </span> </p> </div> <div class="headingComponent parbase section"> <p id="covid-19-response-playbook" class=" h4 text-cirrus text-left salesforce-sans-regular " style="; "> <span class=" header-text "> COVID-19 Response Playbook </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/resources/guides/covid19-response-playbook/">COVID-19 Response Playbook</a> </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-sm hidden-md hidden-lg columns-wrapper column-container-component"> <div class="bg-mist 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="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-mist bg-opacity">  </div> <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 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="headingComponent parbase section"> <h2 id="up-next-chapter-4-work-toward-a-single-view-of-your-customer" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-40-top-lg margin-20-bottom-lg " style="; "> <span class=" header-text "> Up Next: Chapter 4: Work Toward a Single View of Your Customer </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Creating connected experiences is increasingly an exercise in integration. Read on for data and systems integration best practices. </div> </div> <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-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <a href="/resources/guides/achieve-single-view-of-customer/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to chapter 4" 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/customer-centric-technology-plan/ch4-hero-image.png"/> </a> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>See how to:</p> <ul> <li>Take a use case-driven approach to data integration</li> <li>Choose the right integration approach for your business</li> <li>Achieve a single, shared view of your customers</li> </ul> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/resources/guides/achieve-single-view-of-customer/"> <span> Go to Chapter 4 </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> </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 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="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-mist bg-opacity">  </div> <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 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="headingComponent parbase section"> <h2 id="up-next-chapter-4-work-toward-a-single-view-of-your-customer" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-40-top-lg margin-20-bottom-lg " style="; "> <span class=" header-text "> Up Next: Chapter 4: Work Toward a Single View of Your Customer </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Creating connected experiences is increasingly an exercise in integration. Read on for data and systems integration best practices. </div> </div> <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-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <a href="/resources/guides/achieve-single-view-of-customer/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Click here to proceed to Chapter 4" 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/customer-centric-technology-plan/ch4-hero-image.png"/> </a> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>See how to:</p> <ul> <li>Take a use case-driven approach to data integration</li> <li>Choose the right integration approach for your business</li> <li>Achieve a single, shared view of your customers</li> </ul> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/resources/guides/achieve-single-view-of-customer/"> <span> Go to Chapter 4 </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> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="spacerComponent parbase section"><div class="spacer " style="height:60px;"></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="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-359"> <a href="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-359" 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="Image that says "Find out how to unite your company around your customers."" 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/customer-centric-technology-plan/salesforce-customer-360.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="tool" 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 "> Tool </span> </p> </div> <div class="headingComponent parbase section"> <p id="customise-a-solution-thats-right-for-your-business-in-a-few-simple-steps" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-bottom-lg headline" style="; " data-equalize="headline"> <span class=" header-text "> Customise a solution that's right for your business in a few simple steps. </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://salesforcecustomer360.herokuapp.com/">Customise a solution that's right for your business 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-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/?d=cta-body-promo-360"> <a href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/?d=cta-body-promo-360" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="The Transformation Playbook">The Transformation Playbook</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-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/guide/transformation-playbook/transformation-playbook-2020-social-768x432.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p 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="; 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