Your Guide to Customer-Focused Technology

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"> <span class=" header-text "> Your Guide to Customer-Focused Technology </span> </h1> </div> <div class="headingComponent parbase section"> <h2 id="how-to-build-a-technology-roadmap-around-your-customers-from-vision-to-integration-to-adoption" class=" h3 text-stratus text-left salesforce-sans-bold margin-10-bottom-xs " style="; "> <span class=" header-text "> How to build a technology roadmap around your customers, from vision to integration to adoption. </span> </h2> </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-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-20-bottom-lg"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/eu/resources/guides/customer-focused-technology-guide/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=2024101" 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/customer-focused-technology-guide/&text=Your%20Guide%20to%20Customer-Focused%20Technology&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="Your Guide to Customer-Focused Technology"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=2024101" 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/customer-focused-technology-guide/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=2024101" 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 class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-30-top-lg margin-30-bottom-lg 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/intro-author-headshot-4.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/intro-author-headshot-4.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/intro-author-headshot-4.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/intro-author-headshot-4.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>John Durocher</b><br /> Executive Vice President, Customer Success </div> </div> </div> </div> <div class="row"> </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="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>No matter the business leader I talk to, without a doubt, their top priority is to deliver value for their customers. And now more than ever, this value needs to be delivered consistently and it needs to be delivered FAST!</p> <p>This means making your customers happy is everyone’s job.</p> <p>Encouraging and supporting your teams to think, act, and operate with a customer-centric approach requires alignment across your organisation’s <a href="/eu/resources/guides/design-customer-centric-business-practices/">processes</a>, <a href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/">culture and mindsets</a>, and of course, your technology.</p> <p>In order to successfully do this, your employees need the right tools, powered by the right data. You also need to confidently put your customers front and center with a scalable solution supported by an operating model to ensure accountability across every touchpoint.</p> <p>In this guide, we share how to work toward a lean, cloud-based tech stack that’s focused on achieving a single view of your customers. We also reveal how improving your employee experience leads to a better customer experience. Because when your employees are more productive and effective in their work, they can deliver the connected experiences your customers want and deserve.</p> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <div id="chapters-in-this-guide" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-11 margin-20-top-lg margin-10-top-xs margin-20-bottom-xs " style="; "> <span class=" header-text "> Chapters In This Guide </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/customer-focused-technology-guide/">Chapter 1: Is your IT focused on products or customers?</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/innovation-roadmap-and-technology-plan-two-paths/">Chapter 2: Learn two paths to building your innovation roadmap.</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/audit-technology-and-process/">Chapter 3: Audit technology and process — where are your gaps?</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/achieve-single-view-of-customer/">Chapter 4: Work toward a single, shared view of the customer.</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-10-bottom-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/drive-successful-technology-adoption-future-innovation/">Chapter 5: Drive successful adoption and future innovation.</a><br /> </div> </div> <div class="headingComponent parbase section"> <h2 id="ch1" 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 "> Is your IT focused on products or customers? </span> </h2> </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="" 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/ch1-hero-image-highres.png"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-10-bottom-lg text-size-default line-height-32 "> Your employees need the right information and tools at their fingertips to respond to customer needs and design connected experiences across touchpoints. But <a href="https://www.mulesoft.com/lp/reports/connectivity-benchmark">the average enterprise uses about 900 different applications</a>, and only 28% of those are connected. Many businesses still have a product-centric systems architecture, with CRM and other systems used tactically, department by department. </div> </div> <div class="headingComponent parbase section"> <h2 id="crm-is-fragmented-across-the-organisation-contributing-to-silos" 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 "> CRM is fragmented across the organisation, contributing to silos. </span> </h2> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-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-3 col-md-3 col-lg-3"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-10-bottom-lg " alt="57%" 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/ch1-stat1-57percent.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="bodyCopyComponent parbase section"><div class="margin-60-top-lg margin-40-top-md margin-10-top-xs text-size-default line-height-default "> <b>Fifty-seven percent of companies say</b><br /> CRM is fragmented across the organisation, with a few, many, or all departments having their own CRM </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-opacity">  </div> <div class="row columns-wrapper "> <div class="col col-sm-3 col-md-3 col-lg-3"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-10-bottom-lg " alt="58%" 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/ch1-stat2-58percent.png"/> </div> </div> </div> <div class="col col-sm-9 col-md-9 col-lg-9"><div class="bodyCopyComponent parbase section"><div class="margin-60-top-lg margin-40-top-md margin-10-top-xs text-size-default line-height-default "> <b>Fifty-eight percent of companies say</b><br /> organisational silos negatively impact the quality of customer/prospect experiences </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-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-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-10 col-lg-10"><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-2 col-lg-2"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-sm margin-10-bottom-sm " alt="Forrester logo" 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-forrester-logo.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-10 col-lg-10"><div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <div style="text-align: center;"><i>Source: Make CRM the Foundation of Your Customer Obsessed Strategy</i></div> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " aria-label="Read the study - Forrester's Discover the Secrets to CRM Success" data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/form/sales/forrester-crm-report/?d=cta-body-promo-380"> <span> Read the study <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </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-12 col-md-1 col-lg-1"> </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-10-bottom-lg text-size-default line-height-32 "> The fact is, technology can either hold your organisation back or propel business forward. It can create more silos, or it can bridge them. And only by connecting your organisation’s silos can you offer customers what they want: personalised, consistent experiences across all channels. </div> </div> <div class="headingComponent parbase section"> <h2 id="a-new-direction-say-hello-to-the-lean-customer-focused-technology-stack" 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 "> A new direction: Say hello to the lean, customer-focused technology stack. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>Technology generates the reach and scale you need to effectively engage with customers where they are. However, moving away from legacy technology debt and <a href="/eu/resources/guides/move-to-leanest-technology-stack/">refocusing IT on innovation</a> (versus systems maintenance) is an essential part of putting customers first. The key is to replace traditional product-centric IT architecture with a truly customer-centric approach.</p> <p>Your CRM platform will play a central role. That’s because an integrated CRM system that’s used across departments:</p> <ul class="enhanced-unordered-list"> <li>Consolidates the number of tools needed for your workforce to do its work.</li> <li>Empowers employees closest to customers to deliver the right experiences at the right time.</li> <li>Delivers insights and recommendations, not just data.</li> <li>Makes customer data easily shareable.</li> <li>Keeps you flexible and connected in an age of APIs, IoT, and the platform economy.</li> </ul> <p>Admittedly, making the transition takes some work. Customer-centered transformation is a journey spanning people, process, and IT that requires evolving legacy mindsets and bridging organisation and information silos to put customers front and center.</p> <p>This same goal has driven our evolution at Salesforce: to help companies break down the traditional silos that often exist between marketing, sales, commerce, service, and IT teams. We do this with <a href="/eu/products/?d=cta-body-promo-345">Salesforce Customer 360</a>, one integrated CRM platform that gives everyone a shared view of their customers.</p> </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="visual showing the salesforce customer 360 platform" 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/ch1-inlineimage1-c360wheel.png"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-60-right-lg margin-0-right-md margin-10-bottom-lg text-size-default line-height-32 "> Over the next four chapters, we will help you and your stakeholders build a strategic technology roadmap that puts customers at the center of your plans, provides your employees with a single, shared view of your customer, and sets the foundation for ongoing innovation across teams. </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="; "> <span class=" header-text "> Related Content </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="cardComponent parbase section"> <div class="thumbnail bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/products/?d=cta-related-1"> <a href="/eu/products/?d=cta-related-1" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="Customer 360 - Complete Salesforce Products & Software Suite">Customer 360 - Complete Salesforce Products & Software Suite</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Salesforce customer 360 product wheel" 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/customer-360-wheel.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <p id="discover-salesforce-customer-360" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-right-lg margin-10-bottom-lg " 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-2-learn-two-paths-to-building-your-innovation-roadmap" 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 2: Learn two paths to building your innovation roadmap. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Now, discover how to build a strategic technology plan to guide your customer-centered transformation. </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/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-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>Assemble a cross-functional team of stakeholders to inform your roadmap</li> <li>Create a technology plan grounded in customer and employee needs</li> <li>Choose the right approach for executing your plan based on budget, timeline, and other considerations</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/innovation-roadmap-and-technology-plan-two-paths/"> <span> Go to Chapter 2 </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-2-learn-two-paths-to-building-your-innovation-roadmap" 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 2: Learn two paths to building your innovation roadmap. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Now, discover how to build a strategic technology plan to guide your customer-centered transformation. </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/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-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>Assemble a cross-functional team of stakeholders to inform your roadmap</li> <li>Create a technology plan grounded in customer and employee needs</li> <li>Choose the right approach for executing your plan based on budget, timeline, and other considerations</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/innovation-roadmap-and-technology-plan-two-paths/"> <span> Go to Chapter 2 </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-346"> <a href="https://salesforcecustomer360.herokuapp.com/?d=cta-body-promo-346" 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="; 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