Users can use Adobe Experience Cloud to manage the sales, marketing, and support aspects of their customer engagement strategies.
Tasks become more efficient with the integrated CRM tools in Adobe Experience Cloud. Targeted list generators, enhanced email campaign functions, operational reporting tools, unique profiles, and other features are available in Experience Cloud. The integrated functions of the CRM platform provide users with real-time updates and data to help them centralise, organise, and manage key customer, sales, and lead data.
What is Adobe Experience Cloud?
Adobe Experience Cloud, formerly Marketing Cloud, is a comprehensive CX offering for B2B and B2C applications that uses data-driven insights to facilitate the customer journey from sales to support. It facilitates content management, personalization, commerce, and marketing workflows in order to provide personalised digital experiences across all interactions and throughout the customer lifecycle.
Adobe Experience Cloud is available as a cloud-based or on-premises platform. Aside from its core functions, the platform offers open APIs for integration with other enterprise or third-party systems.
Microsoft, Oracle, Salesforce, and SAP are among the more than 165 app partners for Experience Cloud.
Users of Adobe Experience Cloud and Microsoft Dynamics 365 can use the platforms together to align sales and marketing data and identify high-value audience segments thanks to a partnership between Adobe and Microsoft. Users can also combine behaviour data with order history and other customer information to determine their sales lifecycle stage and deliver content at the appropriate time via a landing page, follow-up email, or mobile app alert.
Adobe’s CRM platform is also compatible with social media platforms such as Facebook, LinkedIn, and Twitter. It includes social measurement, publishing, and listening functions, as well as text, mobile app, and social media analytics, and predictive publishing, which allows users to engage with customers and analyse interactions. This data can be documented in Audience Manager to create unique audience profiles and assist users in staying on top of and tracking customer interactions.
Adobe created Experience Cloud for medium and large businesses, and the platform can support thousands of users. It is compatible with Linux, macOS, and Windows, and IT teams can adapt it to other operating systems. The platform is also supported by mobile devices such as those from Android and Apple.
Pricing for Adobe Experience Cloud products is based on usage and organisational requirements. Pricing is determined on an individual basis and varies depending on the number of services used, the required capabilities, and ongoing usage. Customer service is provided by Adobe and its network of partners.
Users receive software updates automatically as soon as Adobe makes them available. Adobe does not offer a free trial, but it does provide proof-of-concept deployments.
What is the functionality of Adobe Experience Cloud?
The Experience Cloud process begins with five primary data sources:
Customer interactions, including commerce and support calls, online transactions, financial records, operational logs, and events, and third-party databases
Experience Cloud apps can integrate with AWS, Google, IBM, Microsoft, Oracle, Salesforce, SAP, and ServiceNow sources and CRM systems.
Cloud data preparation tools can aggregate, normalise, and categorise data sources, allowing operational and analytics tools to use data for tasks such as customer personalization, data queries and filters, and machine learning (ML) enhanced analytics. Data is then processed and fed into other Adobe tools, third-party software, and custom apps.
Because of the CRM’s marketing function, specific use cases vary greatly. Tools such as Adobe’s Commerce Integration Framework, a programmable extension in Experience Manager that creates integrated content, can help.