Vision to Delivery: How to Drive Customer Success with Loyalty Management

Loyal customers are valuable. Depending on the study and industry, acquiring a new customer can be five to 25 times more expensive than retaining an existing one. Research from Frederick Reichheld of Bain & Company shows that increasing customer retention rates by five percent generates 25% to 95% more annual profit.

With the right Loyalty Management solution, a business uncovers a treasure trove of new and meaningful customer interactions. Salesforce Loyalty Management empowers companies across many industries to create engaging and effective loyalty programs with clicks, not code, so that technology can be quickly implemented and easily customized. Loyalty Management is integrated with Salesforce Digital 360, Service Cloud, and Tableau, allowing digital leaders to deliver a connected loyalty experience across the entire customer journey. The end result is customers who are not only loyal but are also advocates.

Successful loyalty programs cater to personalization at scale. It lets businesses configure programs that meet customers’ needs. And with the Loyalty Management curriculum in Partner Learning Camp (PLC), partners get industry and solution-specific learning resources to build and deliver their customers’ ideal loyalty programs.

Ready to test your ability to consult on, build, and deliver a Loyalty Management implementation? Earn a shiny, new credential by taking the Loyalty Management Accredited Professional (AP) exam.

About the Loyalty Management Accredited Professional (AP) Credential
The AP credential validates that a partner has the knowledge, skills, and experience to deliver value to customers with Loyalty Management. The recommended knowledge prerequisites include Service Cloud, Marketing Cloud, Sales Cloud, and the Salesforce Customer 360 Platform.

The Loyalty Management AP exam has four sections:

1. Strategies and design: The first section of the exam centers around how Loyalty Management can meet a customer’s needs. Based on a customer's business processes or requirements, the first step is to outline a loyalty architecture solution. This solution could include points and a redemption process, benefits types and benefits, an end-to-end promotion lifecycle, and best practices for implementation.
2. Loyalty program and process configuration: The second section of the exam is about configuring the foundational features of a loyalty program. Examples of features to determine include the tier model and tiers, member and partner management, customer incentives, a loyalty page using existing Experience Cloud loyalty templates, and loyalty analytics and dashboards to meet a customer's business-specific needs.
3. Integration: The third section tests on implementing Loyalty Management, such as the appropriate strategies and steps to integrate Marketing Cloud, Commerce Cloud, Service Cloud, and Salesforce Customer Data Platform (CDP). Integrating external systems should also be considered, like identifying API templates and endpoints to use and implement.
4. Ongoing Loyalty Management: The fourth section of the exam tests learners on using the Loyalty Analytics and Dashboard to manage and optimize the customer’s solution. This includes following best practices to move from a sandbox environment to production. It also tests learners on creating new segments and maintaining CDP segments, enabling new loyalty campaigns and promotions, and how to resolve customer service issues.

While supplies last, you can win a FREE voucher to use toward the exam when you complete the Loyalty Management exam preparation curriculum in Partner Learning Camp by December 6, 2022, 8 AM PST.

Want to take a closer look at the Loyalty Management AP credential? Download the Loyalty Management AP credential fact sheet.


Learn more about Loyalty Management during Salesforce Days
Hear firsthand from the experts the steps you need to take on your Loyalty Management learning journey and get an inside look at the AP exam. Register today to secure your spot.

• November 29 at 12 PM EST
• November 29 at 5 PM EST

Please note the above sessions cover the same content. Select the one that best fits your schedule and timezone.

Loyalty Management AP Resources:

• Loyalty Management AP Credential
• Loyalty Management AP Curriculum
• Loyalty Management AP Credential Fact Sheet
• Loyalty Management AP Exam Guide
• Loyalty Management Experts Community Group
• Loyalty Management Partner Pocket Guide