Ever had that awkward moment when you call customer service, explain the issue in detail, and then get a sales email the next day offering you something completely unrelated while the ticket is still opened? Feels like the company have the things out of order, right? That’s because, too often, different departments run on different systems using completely different tools — and customers end up falling through such cracks.
That’s where Salesforce Customer 360 comes in. We at NOT A Huge Dinosaur call it the glue that holds all your teams together!
What is Customer 360?
At its core, Customer 360 is a single place where all your customer information lives.
Instead of each department having its own version of the truth — sales in one tool, marketing in another, service in yet another — Customer 360 pulls everything together.
It is not a single product you buy — it’s the backbone of the entire Salesforce ecosystem. Basically, it connects the major Salesforce “clouds” so they can work together:
- Commerce Cloud for online shopping experiences.
- Sales Cloud for managing leads, opportunities and deals.
- Service Cloud for customer support.
- Marketing Cloud for running campaigns, emails and work with customer journeys.
- Analytics & Tableau for useful insights.
- MuleSoft & Data Cloud for integrating data of outside systems.
Together, these form Customer 360 platform — No more data scattered across five tools or hidden in someone’s inbox. Just one shared, always-up-to-date customer record that your whole company can trust.
Think of it like this:
- Spotify remembers what you listened to yesterday, builds you a playlist today, and then suggests concerts nearby tomorrow. That’s one experience across different touchpoints, powered by connected data.
- Amazon knows what you browsed, what you bought, and what you might need next — so the homepage, emails, and even delivery updates all feel connected.
- Apple’s ecosystem works the same way: your photos, messages, and notes are in sync whether you’re on iPhone, iPad, or Mac.
Customer 360 takes that same principle and applies it to your business. Whether a customer is chatting with support, reading an email, or making a purchase, everyone on your team sees the same story.
How it glues teams together
- Marketing sees what a customer has bought and what they’ve browsed, so campaigns actually make sense.
- Sales knows if a customer has open service cases, so they don’t try to upsell at the wrong time.
- Service agents can see purchase history and preferences, solving issues faster without making customers repeat themselves.
- Commerce syncs with all of this, making shopping smooth and personal.
When teams share the same picture, they act like one company — not four different ones.
Why it matters for Customers
At the end of the day, customers don’t care about your departments. They just want to be treated like humans who are known and remembered. Customer 360 makes that possible: no repeating info, no irrelevant emails, and no feeling like a stranger every time they interact with your brand.
Here’s what that looks like in practice:
No more repeating themselves
Imagine calling your internet provider about a billing issue. With Customer 360, the support agent already sees your past interactions, your plan, and even the email you sent last week. You don’t have to start from zero — the company remembers you.
Personalized communication
A retail brand notices you recently bought running shoes. Instead of spamming you with random promotions, their marketing team (thanks to Customer 360) sends you an offer for sportswear or accessories that match your interests.
Takeaway
Customer 360 isn’t about fancy dashboards or complex data. It’s about connection. It helps your teams work together as one, so your customers feel like they’re dealing with a company that actually knows them — not a puzzle of disconnected departments.
Want to know how to integrate Commerce Cloud into your Customer 360? 🦕NOT A Huge Dinosaur is here to help you with quick and seamless solutions, CONTACT US.
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