SOLUTIONS Engaging Customers, Partners, and Suppliers To enable companies to connect with their 1 | Service Cloud Enable agents and customers customers and serve their needs during the to improve customer experience crisis, Salesforce Customer 360 provides a single, and resolve issues profitably. integrated CRM platform so all your departments have a single, shared view of every customer, and the ability to deliver powerful experiences. 2 | Customer 360 Truth Get a single source of customer • Engage buyers using personalized marketing truth to drive better decisions • Win more customers by getting to know their and better engagement. needs and concerns • Deliver digital-first shopping experiences customers expect 3 | AppExchange • Respond faster to customer support issues Help customers respond on any channel to the crisis with curated • Automate time-consuming tasks by building resources. custom apps TACTICS Virtual events: town halls, meetings, roundtables Alternate hours and methods of operation Service bots CEO letter to customers Innovation sprints and launches Evolve reward programs Customer value scoring Social listening Digital communities Conserving capital Capture time-phased customer information Partner communities The COVID-19 Response Playbook | 37