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Platform</a></li><li><a href="#resources">Recursos</a></li><li><a href="#putting-the-salesforce-platform-to-the-test-the-core-health-and-fitness-story">Poner a prueba Salesforce Platform: La historia de Core Health and Fitness</a></li> <li class='divider'></li> <li class='topic-challenge slds-p-vertical_x-small slds-m-vertical_small'> <a class="slds-grid slds-grid_align-spread slds-grid_vertical-align-center slds-p-vertical_x-small" href="#challenge"><span> Reto </span> <span class='slds-badge th-badge--primary'> +100 puntos </span> </a></li> <li class='divider'></li> </ul> </div> <h2 class="help-link-heading">驴Necesita ayuda?</h2> <div style="margin-bottom: 16px;"> <a data-controller="button-link" class="button-link button-link--flex" href="https://help.salesforce.com/services/auth/sso/trailheadlogincommunity?startURL=%2Fs&language=es" target="_blank" data-cta_type="help_link" data-unit_name="learn-about-the-salesforce-platform-advantages" > <tds-icon symbol="question" class="button-link__icon"></tds-icon> <span class="button-link__text">Explorar recursos de ayuda</span> </a> </div> <div style="margin-bottom: 16px;"> <a data-controller="button-link" class="button-link button-link--flex" href="https://help.salesforce.com/services/auth/sso/trailheadlogincommunity?startURL=%2Fs%2Fcase-submission%3FtopicId%3Da6CAE0000003qPO2AY_en_US_P%26badgeName%3Dlearn-about-the-salesforce-platform-advantages&language=es" target="_blank" data-trigger_evt_name="toggleModalfeedback_modal" data-prevent_default="true" data-cta_type="help_feedback_link" data-unit_name="learn-about-the-salesforce-platform-advantages" data-page_location="sidebar" data-locale="es" > <tds-icon symbol="answer" class="button-link__icon"></tds-icon> <span class="button-link__text">Compartir comentarios</span> </a> </div> <article class="th-sfdc-product-links_container" data-controller="sfdc-product-links"> <h4 class="th-sfdc-product-links_heading"> Descubrir m谩s </h4> <aside class="th-sfdc-product-links_link-container"> <a target="_blank" data-lang="es" data-api-name="learn-about-the-salesforce-platform-advantages" data-assessment-type="hoc" data-content-uid="0260fdbe-88eb-2046-73cd-7dd6081ed97e" data-content-type="Th::Unit" data-cta-type="demo" data-cta-url="https://www.salesforce.com/form/demo/crm-service-demos/?d=701ed000001S6ujAAC" data-title="Ver Service Cloud en acci贸n" data-product-name="Service Cloud" data-product-filter="27c12145-271a-4de6-b6d3-2b6b08e78860" href="https://www.salesforce.com/form/demo/crm-service-demos/?d=701ed000001S6ujAAC">Ver Service Cloud en acci贸n</a> </aside> <aside class="th-sfdc-product-links_link-container"> <a target="_blank" data-lang="es" data-api-name="learn-about-the-salesforce-platform-advantages" data-assessment-type="hoc" data-content-uid="0260fdbe-88eb-2046-73cd-7dd6081ed97e" data-content-type="Th::Unit" data-cta-type="product" data-cta-url="https://www.salesforce.com/es/service/?d=701ed000001SBEVAA4" data-title="M谩s informaci贸n sobre Service Cloud" data-product-name="Service Cloud" data-product-filter="27c12145-271a-4de6-b6d3-2b6b08e78860" href="https://www.salesforce.com/es/service/?d=701ed000001SBEVAA4">M谩s informaci贸n sobre Service Cloud</a> </aside> <aside class="th-sfdc-product-links_link-container"> <a target="_blank" data-lang="es" data-api-name="learn-about-the-salesforce-platform-advantages" data-assessment-type="hoc" data-content-uid="0260fdbe-88eb-2046-73cd-7dd6081ed97e" data-content-type="Th::Unit" data-cta-type="trial" data-cta-url="https://www.salesforce.com/form/signup/freetrial-service/?d=701ed000001R1doAAC" data-title="Empezar una prueba gratis de Service Cloud hoy mismo" data-product-name="Service Cloud" data-product-filter="27c12145-271a-4de6-b6d3-2b6b08e78860" href="https://www.salesforce.com/form/signup/freetrial-service/?d=701ed000001R1doAAC">Empezar una prueba gratis de Service Cloud hoy mismo</a> </aside> </article> </div> </div> </div> <article class='slds-large-size_9-of-12 slds-size_12-of-12 slds-col slds-order_1'> <h1 class='slds-p-top_small slds-text-heading_large'> Aprender sobre la ventaja de Salesforce Platform </h1> <div class='unit-content'> <h2 id="learning-objectives"><span>Objetivos de aprendizaje</span></h2><p>Despu茅s de completar este m贸dulo, podr谩:</p><ul style="list-style: disc;"> <li style="list-style-type: inherit;">Explicar por qu茅 la conexi贸n de ventas y servicio le ayudar谩 a mantener a los clientes. <br> </li> <li style="list-style-type: inherit;">Describir c贸mo las empresas pueden utilizar Sales Cloud y Service Cloud juntos para atender mejor a los clientes. <br> </li> <li style="list-style-type: inherit;">Explicar la ventaja de Salesforce Platform. <br> </li> </ul><h2 id="sales-service-happy-customers"><span>Ventas + Servicio = Clientes satisfechos</span></h2><p>Hasta ahora, ventas y servicio trabajaron de forma aislada. Son partes separadas de una organizaci贸n, cada una con sus propios trabajos, objetivos y experiencias de cliente diferentes. Y seg煤n la l贸gica convencional:</p><ol style="list-style: decimal;"> <li style="list-style-type: inherit;">Las ventas aportan nuevos clientes. <br> </li> <li style="list-style-type: inherit;">El servicio ayuda a mantener a los clientes resolviendo sus problemas. <br> </li> <li style="list-style-type: inherit;">Los dos nunca se encontrar谩n (excepto quiz谩s para almorzar). <br> </li> </ol><p>Sin embargo, (y esto es clave) los usuarios conectados actualmente son de todo menos convencionales. Esperan tener una fant谩stica experiencia de atenci贸n al cliente cada vez que interact煤an con su empresa. Adem谩s, <a href="https://www.salesforce.com/ap/resources/research-reports/state-of-service/" rel="noreferrer noopener" target="_blank">el estudio muestra</a> que si no, no se van a quedar mucho para ver el lanzamiento de su nuevo producto, y esa no es forma de hacer crecer una marca.</p><h2 id="customer-retention-is-everybody-s-job"><span>La retenci贸n del cliente depende de todos</span></h2><p>Todos apreciamos el importante papel de los equipos de ventas: buscar nuevos clientes. Pero de lo que muchas empresas no son conscientes es de que mantener a los clientes es clave para sostener el crecimiento. Los clientes satisfechos vuelven una y otra vez. Adem谩s, se convierten en embajadores leales de la marca que aportan a煤n m谩s nuevos clientes.</p><p>Es por eso que su equipo de servicio ya no es solo una operaci贸n para salir del paso, ahora es una operaci贸n de experiencia del cliente. Su equipo de servicio se encuentra en las primeras l铆neas del 茅xito del cliente, trabajando para evitar que los clientes actuales se conviertan en antiguos clientes.</p><table class="featureTable"> <thead class="thead"><tr><th scope="col" rowspan="1" colspan="1" style="vertical-align:TOP;"> <p style="text-align: JUSTIFIED;"><img src="https://res.cloudinary.com/hy4kyit2a/f_auto,fl_lossy,q_70/learn/modules/service-cloud-platform-quick-look/learn-about-the-salesforce-platform-advantages/images/es-ES/59ad0e5129452f362d0659b0c6688edf_i.4.png" alt="Aumento de la rentabilidad" width="54.0" class="image"><strong>Retenci贸n del cliente: la conclusi贸n</strong></p> <p style="text-align: JUSTIFIED;">Seg煤n un estudio realizado por <a href="http://www.bain.com/Images/BB_Prescription_cutting_costs.pdf" rel="noreferrer noopener" target="_blank">Bain & Company</a>, la capacidad o incapacidad de mantener</p> <p style="text-align: JUSTIFIED;">a los clientes marca una gran diferencia.</p> <p style="text-align: JUSTIFIED;"><strong>Un aumento del 5聽% en retenci贸n del cliente</strong></p> <p style="text-align: JUSTIFIED;"><strong>puede aumentar los beneficios desde un 25聽% hasta un gran 95聽%.</strong></p> </th></tr></thead> <tbody class="tbody"></tbody> </table><p><strong> </strong></p><h2 id="keeping-your-sales-and-service-teams-separate-can-cost-you"><span>Mantener sus equipos de ventas y servicio separados puede resultarle dif铆cil</span></h2><p>Ya dijimos que los clientes actuales est谩n ultra conectados, y que esperan que las compa帽铆as con las que tratan est茅n disponibles a trav茅s de cualquier dispositivo o canal. Entonces, 驴cu谩l es el motivo principal por el que las empresas no est谩n reteniendo a los clientes? Comunicaci贸n fragmentada entre equipos que da como resultado un servicio inconexo.</p><p><strong>Dato curioso:</strong></p><p><strong> </strong></p><p>Seg煤n el informe State of the Connected Customer de 2023, el 79聽% de los clientes esperan que haya consistencia entre departamentos; sin embargo, el 56聽% tienen que repetir la informaci贸n a diferentes representantes.</p><p>En otras palabras, si los departamentos de ventas y servicio no est谩n alineados para proporcionar una experiencia de servicio estable, es muy posible que la puntuaci贸n de CSAT baje y que se pierdan muchos clientes. Esto implica la p茅rdida de ingresos y los gastos a帽adidos de conseguir nuevos clientes para sustituir aquellos que abandonaron.</p><h2 id="break-down-the-silos"><span>Romper los silos</span></h2><p>Si desea mantener los clientes contentos en el mundo conectado actual, debe derribar los muros entre equipos. Proporcione a las organizaciones de ventas y servicio las herramientas que necesitan para solucionar cada problema del cliente desde la primera compra y m谩s all谩.</p><p>Los departamentos de ventas requieren acceso a los departamentos de servicio con el fin de recopilar nuevas perspectivas del cliente. Adem谩s, los agentes de servicio necesitan informaci贸n, como el historial de transacciones, para que puedan responder a preguntas del cliente acerca de cada venta. Estas conexiones funcionan para hacer que la experiencia del cliente sea lo m谩s sencilla posible.</p><p>Piense en ello as铆: enviar a un representante de servicio a una llamada del cliente sin la informaci贸n correspondiente acerca de la venta es como jugar a ponerle la cola al burro. Est谩 intentando alcanzar el punto 贸ptimo con una venda puesta. Si los agentes no tienen la imagen completa del cliente, acaban suponiendo las necesidades del cliente. Y eso frustra tanto a sus clientes como a sus agentes.</p><h2 id="meet-the-salesforce-platform-advantage"><span>Conocer las ventajas de Salesforce Platform</span></h2><p>Varias empresas ya conocen los escollos causados por mantener ventas y servicio en dep贸sitos de servicio departamentales. Por eso, unir los departamentos de ventas y servicio parece un paso natural. Las empresas progresistas buscan alinear sus organizaciones y software para permitirles hacer justo eso. Pero hacer que suceda esto sin problemas no ha sido f谩cil. Las soluciones de ventas y servicio se crean a menudo por separado, y unificarlas puede ser extremadamente complicado, costoso y a menudo ineficiente.</p><p>驴Cu谩l es la soluci贸n entonces? Introducir Salesforce Platform. Service Cloud y Sales Cloud est谩n construidos en la plataforma de 茅xito del cliente n煤mero uno de Salesforce. Es el ingrediente secreto que permite la integraci贸n sencilla entre sus organizaciones de ventas y servicio sin implementaciones complicadas y costosas.</p><p>Con las ventajas de Salesforce Platform, todos en sus organizaciones de ventas y servicio tienen una vista de 360 grados de cada cliente y sus interacciones con su empresa. Con estos conocimientos, su empresa obtiene la ventaja competitiva de dar un servicio m谩s personalizado de forma m谩s r谩pida y m谩s inteligente.</p><h2 id="how-a-360-degree-customer-view-can-help-you-create-happier-customers-and-a-higher-roi"><span>C贸mo puede una vista del cliente de 360 grados ayudarle a crear clientes m谩s satisfechos y un ROI m谩s elevado.</span></h2><ul style="list-style: disc;"> <li style="list-style-type: inherit;"> <strong>Sus agentes de servicio son m谩s inteligentes</strong>: los agentes pueden ver el historial completo de un cliente cuando llama. No solo la historia de servicio, sino los productos y servicios que compraron y el tiempo que fueron clientes. Ya no se solicitar谩 a los clientes repetir la misma informaci贸n. Por ejemplo, supongamos que el art铆culo que compr贸 ayer se acaba de poner en rebajas y el precio se redujo por debajo de lo que pag贸, as铆 que llama para preguntar acerca del nuevo precio. El agente con el que habla puede f谩cilmente buscar su historial de compra y ofrecerle por adelantado un ajuste del precio, sin necesidad de pasar por el laborioso proceso de explicar su situaci贸n al completo. De este modo, los clientes obtienen una experiencia m谩s personalizada y positiva y la productividad del agente se dispara. <br> </li> <li style="list-style-type: inherit;"> <strong>Su equipo de ventas est谩 autorizado:</strong> puesto que todos los miembros de su organizaci贸n tienen acceso a las perspectivas del cliente, la relaci贸n entre el 谩rea de ventas y el servicio de asistencia no se limita a la transferencia de casos. Por ejemplo, si un representante de ventas ve el historial de casos de un cliente que no estaba satisfecho con un producto, ese representante puede personalizar futuras ventas ofreciendo un descuento en una negociaci贸n futura u ofreciendo un producto que se ajusta m谩s a las necesidades del cliente bas谩ndose en sus comentarios. <br> </li> <li style="list-style-type: inherit;"> <strong>Su negocio crece m谩s r谩pido:</strong> cerrar acuerdos no es una tarea exclusiva de los equipos de ventas. Ahora puede empoderar a sus agentes de servicio para que no solo transfieran a los candidatos con fluidez, sino para que tambi茅n realicen sus propias ventas. Toda su organizaci贸n puede ganar posibles oportunidades de venta cruzada o de aumento de ventas a trav茅s de los agentes del servicio de asistencia, y todo sin salir de su consola de servicio.<table class="featureTable"> <thead class="thead"><tr><th scope="col" rowspan="1" colspan="1" style="vertical-align:TOP;"><p><img src="https://res.cloudinary.com/hy4kyit2a/f_auto,fl_lossy,q_70/learn/modules/service-cloud-platform-quick-look/learn-about-the-salesforce-platform-advantages/images/es-ES/2ad35201441aaa21461980714370e45b_i.5.jpg" alt="calculator.png" width="55.0" class="image"><a href="https://www.salesforce.com/form/service-cloud/service-cloud-business-value-calculator.jsp" rel="noreferrer noopener" target="_blank">Ver el valor de la plataforma Service Cloud</a>Cuantifique el valor de la implementaci贸n de Service Cloud en su centro de contacto.Desde un menor tiempo de resoluci贸n de casos hasta un incremento en el aumento de ventas a los clientes y nuevas eficiencias: seguro que el resultado final le traer谩 beneficios.<strong>Cuantifique sus ventajas de negocio utilizando su calculadora de ROI</strong></p></th></tr></thead> <tbody class="tbody"></tbody> </table> </li> </ul><h2 id="stay-ahead-of-the-competition-with-the-salesforce-platform"><span>Mantenerse por delante de la competencia con Salesforce Platform</span></h2><p>A medida que los clientes est谩n cada vez m谩s conectados, las demandas tecnol贸gicas en su negocio crecen de manera continua. Pero esas presiones no deben ralentizar su negocio. Con una sola plataforma, los equipos de ventas y de servicio al cliente pueden aprovechar perspectivas de los clientes en todo momento, independientemente de c贸mo evolucione la tecnolog铆a. Salesforce Platform permite a las empresas tener todos los datos del cliente juntos en una sola ubicaci贸n. Esto significa que las empresas pueden sacar el m谩ximo provecho de dondequiera que la pr贸xima generaci贸n de tecnolog铆a lleve sus a clientes y a su negocio. Y eso no es solo cierto para los departamentos de ventas y servicio al cliente, sino tambi茅n para los de marketing, an谩lisis, sitios de autoservicio, comercio, etc.</p><h2 id="resources"><span>Recursos</span></h2><p><u> </u></p><p><a href="https://www.salesforce.com/resources/guides/customer-transformation-playbook-changing-company-mindsets/?d=cta-header-1" rel="noreferrer noopener" target="_blank">Aprenda a cambiar la mentalidad, conectar silos y a centrarse en el cliente con The Transformation Playbook</a><u> </u></p><p><u> </u></p><h2 id="putting-the-salesforce-platform-to-the-test-the-core-health-and-fitness-story"><span>Poner a prueba Salesforce Platform: La historia de Core Health and Fitness</span></h2><p>El proveedor de material para fitness Core Health and Fitness centra todo su negocio en los clientes. Desafortunadamente, en lo que respecta a la asistencia al cliente, los procesos de ventas y servicio estaban completamente separados. Las cosas estaban as铆: Los equipos de ventas descubr铆an que los clientes con los que trataban ten铆an problemas de servicio al cliente sin resolver o visitaban a ciertos clientes para resolver problemas que ya no ten铆an. Como no ten铆an acceso al historial completo de un cliente, los equipos perd铆an oportunidades de venta cruzada.</p><p>A continuaci贸n, Core Health and Fitness se pas贸 a Salesforce para implementar una plataforma unificada y personalizada con el fin de medir resultados espec铆ficos en ambas l铆neas de negocio. Ahora, los agentes de servicio y los equipos de ventas pueden ver el historial completo de un cliente, de manera que pueden vincular casos con oportunidades y actuar en ellos r谩pidamente.</p><p>La alineaci贸n tambi茅n facilit贸 a la empresa la tarea de establecer acuerdos a nivel de servicio m谩s efectivos (SLAs) con mensajes de correo electr贸nico automatizados para comentarios en tiempo real y resoluci贸n de casos con mayor rapidez.</p><table class="featureTable"> <thead class="thead"><tr><th scope="col" rowspan="1" colspan="1" style="vertical-align:TOP;"> <p><img src="https://res.cloudinary.com/hy4kyit2a/f_auto,fl_lossy,q_70/learn/modules/service-cloud-platform-quick-look/learn-about-the-salesforce-platform-advantages/images/es-ES/601110e4fba0fe18913bad7aff0b98be_i.6.png" alt="Logotipo de cliente de Core Health and Fitness" width="121.0" class="image"></p> <p><strong>Las cifras de c贸mo ayud贸 Salesforce Platform聽</strong></p> <p><strong>a mejorar la satisfacci贸n del cliente</strong></p> <p>Ahora, los clientes de Core Health and Fitness dicen que el servicio mejor贸 de forma impresionante.</p> <p>De hecho, varios dicen que es el mejor servicio que conocen.</p> <p><strong>Tuvieron un 80聽% de mejora聽</strong></p> <p>en resoluci贸n de casos de SLA</p> <p><strong>Impuls贸 la satisfacci贸n del cliente a lo grande</strong></p> <p>con una puntuaci贸n (CSAT) de 4,75 (de 5)</p> </th></tr></thead> <tbody class="tbody"></tbody> </table><p style="text-align: START;"><u> </u></p> </div> <div id='challenge'> <div data-react-class="challenge/Challenge" data-react-props="{"authenticated":false,"msa_signed":false,"challenge":{"unit_uid":"02e10ed0-b045-7e41-ac5b-bfd2cc872173","api_name":"learn-about-the-salesforce-platform-advantages","content_uid":"0260fdbe-88eb-2046-73cd-7dd6081ed97e","module_uid":"0260fdbd-fb48-a25b-4682-afc6da6049db","module_api_name":"service-cloud-platform-quick-look","questions":[{"question":"La conexi贸n de ventas y servicio hace que vuelvan los clientes porque:\n","options":["Los agentes de servicio son m谩s pacientes que el personal de ventas.\n","Los clientes conectados en la actualidad buscan una experiencia conectada.\n","A los clientes les gusta elegir con qui茅n negociar.\n","Los clientes de alto mantenimiento pueden obtener m谩s atenci贸n.\n"]},{"question":"Las nubes de ventas y servicio juntas permiten a su equipo:\n","options":["Entregar experiencias personalizadas bas谩ndose en perspectivas del cliente.\n","Entregar preguntas de ventas exigentes a agentes de servicio.\n","Utilizar historias de compra para liquidar inventario antiguo.\n","Etiquetas preguntas de equipo cuando alguien no est谩 disponible.\n"]},{"question":"La ventaja de Salesforce Platform ofrece:\n","options":["Una forma m谩s sencilla de realizar un seguimiento de transacciones del cliente\n","Tecnolog铆a m谩s avanzada para la medici贸n de la productividad\n","Acceso del cliente sin restricciones\n","Integraci贸n sencilla en ventas, servicio y mucho m谩s\n"]}],"points_earned":null,"points":100.0,"points_next":50.0,"completed":false,"attempts":0,"type":"quiz","description":"","requirements":[],"title":"","unit_type":"unit","show_recommendations_on_complete":null,"hide_org_picker":false,"badge_ratings":{"show_badge_ratings":true,"api_name":"service-cloud-platform-quick-look","trackable":true},"preview_mode":false,"assessment_evaluation_context":{"type":"mcq","title":"","description":"","requirements":[],"questions":[{"question":"La conexi贸n de ventas y servicio hace que vuelvan los clientes porque:\n","options":["Los agentes de servicio son m谩s pacientes que el personal de ventas.\n","Los clientes conectados en la actualidad buscan una experiencia conectada.\n","A los clientes les gusta elegir con qui茅n negociar.\n","Los clientes de alto mantenimiento pueden obtener m谩s atenci贸n.\n"]},{"question":"Las nubes de ventas y servicio juntas permiten a su equipo:\n","options":["Entregar experiencias personalizadas bas谩ndose en perspectivas del cliente.\n","Entregar preguntas de ventas exigentes a agentes de servicio.\n","Utilizar historias de compra para liquidar inventario antiguo.\n","Etiquetas preguntas de equipo cuando alguien no est谩 disponible.\n"]},{"question":"La ventaja de Salesforce Platform ofrece:\n","options":["Una forma m谩s sencilla de realizar un seguimiento de transacciones del cliente\n","Tecnolog铆a m谩s avanzada para la medici贸n de la productividad\n","Acceso del cliente sin restricciones\n","Integraci贸n sencilla en ventas, servicio y mucho m谩s\n"]}],"enhanced_quiz_options_supported":true,"enhanced_quiz_retake_enabled":true},"disconnect_mulesoft_anypoint_account_path":"/es/auth/mulesoft_anypoint/delete","trial_cta":{"url":"https://www.salesforce.com/es/form/signup/freetrial-sales-starter/?nc=7013y000002EoSOAA0\u0026icid=TH:mb___service-cloud-platform-quick-look___es","unit_name":"service-cloud-platform-quick-look/learn-about-the-salesforce-platform-advantages","btn_text":"Activar mi prueba gratuita de 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