In today’s world, the member experience is gaining more importance than ever before. Companies like Amazon have raised the expectations bar, and members now anticipate having similar personalized and smooth interactions with their association, as they do with all companies, during various touchpoints, including purchase, support calls, and more. To fulfill these expectations, associations must use technology and data to provide tailored and optimized recommendations for the Next Best Action. This is where Salesforce’s Next Best Action feature comes into play.
Salesforce’s Next Best Action is an AI-driven feature that provides real-time recommendations for the next best action to take with a member. The feature which is part of Salesforce Einstein, leverages machine learning algorithms to analyze member data, including past interactions, preferences, behaviors, and context, to determine the most relevant and effective action to take to achieve the desired outcome. The recommendations can be delivered through various channels, including email, mobile, web, and social media, to ensure a personalized and seamless experience for members.
Next Best Action can be used across various organizational functions, including product sales, marketing, and member service. In product sales, Next Best Action can suggest the best products to offer to a member based on their purchase history, preferences, and behaviors, and also recommend the most effective sales channels to use based on the member’s communication preferences. In marketing, Next Best Action can help deliver personalized and relevant content to members, including product recommendations, offers, and promotions, based on their interests, behaviors, and preferences. In member service, Next Best Action can recommend the best support channels to use based on the member’s previous interactions, preferences, and context, as well as suggest the most appropriate solutions and actions to resolve their issues.
The goal of Next Best Action is to help organizations make the most of every member and nonmember interaction by providing relevant and timely recommendations that drive engagement, satisfaction, and ultimately, revenue growth. By leveraging the power of AI and machine learning, associations and nonprofits can optimize their constituent interactions and deliver a personalized and seamless experience that helps increase satisfaction and revenue growth.
Salesforce’s Next Best Action is a game-changer for organizations that want to improve their member experience and drive growth. By harnessing the power of data and AI, organizations can deliver the right message to the right member at the right time, leading to increased engagement, loyalty, and revenue. With Salesforce’s Next Best Action, businesses can take their member experience to the next level and achieve their growth objectives.
How can associations and nonprofits use Salesforce Next Best Action?
Associations and nonprofits can use Salesforce’s Next Best Action feature to enhance their member and donor engagement and deliver personalized experiences that meet the unique needs and preferences of their constituents. Here are some ways associations can use Next Best Action:
Member & Donor Engagement: Next Best Action can help organizations deliver personalized and relevant content to their members and donors based on their interests, behaviors, and preferences. This can include targeted communications, offers, and promotions that drive engagement and participation in events, programs, and activities.
Membership Retention: Next Best Action can help associations identify at-risk members and deliver proactive interventions to retain them. For example, Next Best Action can recommend the most effective membership retention tactics based on the member’s past behavior and preferences, such as personalized communications, offers, or incentives.
Membership Growth: Next Best Action can help associations identify potential new members and recommend the most effective acquisition tactics based on their interests and preferences. This can include targeted outreach, personalized communications, and relevant content that resonates with the target audience.
Salesforce’s Next Best Action feature can also be used to enhance the purchasing experience for customers by recommending the most relevant and effective products to purchase. Here are some ways that associations and nonprofits can use Next Best Action to improve their product sales:
Personalized Product Recommendations: Next Best Action can analyze member and donor data, including purchase history, browsing behavior, and preferences, to recommend the most relevant and personalized products to constituents. This can help organizations deliver a personalized shopping experience that meets the unique needs and interests of each customer.
Upsell and Cross-sell Recommendations: Next Best Action can help businesses identify upsell and cross-sell opportunities based on the member’s purchase history and preferences. For example, if a member has purchased an event, Next Best Action can recommend a paid session that is applicable to the registrant. This can help organizations increase their average order value and drive revenue growth.
Product Bundling Recommendations: Next Best Action can analyze purchase patterns to recommend product bundles that are most likely to resonate with members. This can help organizations create value for members and increase sales by promoting bundled products at a discounted price.
Next Best Action can help organizations deliver a personalized and optimized purchasing experience that drives sales and revenue growth. By leveraging the power of AI and machine learning, businesses can provide relevant and timely recommendations to members that meet their unique needs and preferences.
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About Systems Rewired:
Systems Rewired is a Salesforce consulting company specializing in the association and nonprofit marketplace. For additional information on Salesforce for Associations or Salesforce for Nonprofits, contact us for a free consultation.