Salesforce Experience Cloud: A Powerful Solution for B2B Customer Experience Personalization

By Anna Babur

In today’s highly competitive digital landscape, providing an exceptional personalized user experience (UX) has become critical in driving customer loyalty and business growth for companies of different sizes and industries. B2B organizations are no exception. However, achieving this can be challenging and requires the right tools and strategies. This is where Salesforce Experience Cloud comes into play.

If you are a B2B organization looking to optimize the user experience and drive engagement, keep reading to discover how Salesforce Experience Cloud can help achieve your goals.

What are the Benefits of Salesforce Experience Cloud for B2B Businesses?

Experience Cloud is a robust digital experience platform (DXP) built on the Salesforce platform. It is equipped with a wide range of features and tools, empowering B2B organizations to seamlessly and efficiently build personalized digital experiences for their partners or customers using the intuitive drag-and-drop functionality of the platform.

Take a look at some of the significant advantages that Salesforce Experience Cloud can provide to B2B enterprises:

  1. Customizable partner portals: B2B organizations can use Salesforce Experience Cloud to create custom portals that enable their partners to access and manage critical data and resources, such as sales leads, customer information, and marketing materials.
  2. Self-service support portals: With Salesforce Experience Cloud, B2B organizations can set up a self-service support portal to provide their partners and customers with self-service support tools, such as knowledge bases, chatbots, and forums. This can help reduce the burden on support teams and improve partner/customer satisfaction.
  3. Commerce portals: With Experience Cloud, B2B organizations can create a fully functional and personalized commerce portal for their business customers. This portal enables their customers to manage their product catalogs, pricing, and promotions, as well as offer self-service tools to make purchases, view order history, and manage accounts.
  4. Sales enablement: Salesforce Experience Cloud can help B2B businesses streamline their sales processes and improve sales productivity. By providing sales teams with easy access to customer information, sales collateral, and other resources, sales reps can close deals more quickly and efficiently.
  5. Collaboration: Salesforce Experience Cloud enables B2B organizations to collaborate more effectively with their partners, suppliers, and customers. With built-in collaboration tools like Chatter, teams can work together in real-time, share files, and collaborate on projects more effectively.
  6. Analytics: Experience Cloud provides robust analytics and reporting capabilities that allow B2B companies to track engagement, measure the effectiveness of their sales and marketing efforts, and make data-driven decisions to improve their business.

Creating a B2B Store on an Existing Experience Cloud Site

By using an existing Experience Cloud site, B2B companies can create a store without having to start from scratch. Organizations can maintain the same domain, site settings, branding, and styling, providing a seamless user experience. The existing site template, pages, components, and navigation will remain unchanged, while commerce pages and components can be added to create a store.

It is important to note that this option is only available for sites that do not already have a store, use the Aura framework, and use either the Customer Portal template (CPT), starter template, or B2B template. This feature is applicable to B2B Commerce for Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.

How Experience Cloud Helps Personalize Customer Experiences?

In this part of the article, we’ll show you how B2B organizations can improve customer experience with Experience Cloud by using its tools and features for personalization.

  1. Salesforce Cloud community building: B2B organizations can create Cloud communities with Salesforce Experience Cloud for their users to share knowledge, best practices, and collaborate with one another. This can help build stronger relationships between users, as well as improve engagement and loyalty.
  2. Customization of Experience Cloud sites: Utilizing the power of Experience Builder, B2B companies can customize their sites with tailored branding, messaging, and navigation to reflect their unique business and industry needs.
  3. Content Management System (CMS): By utilizing the Salesforce CMS, B2B companies can create, organize, and manage their content in a centralized location. It’s also possible to integrate their external CMS with Experience Cloud by using the Salesforce CMS Connect feature.
  4. Experience and personalization: B2B companies can use Salesforce native personalization features, such as audiences, page variations, and component variations, to meet their specific needs. It’s possible to set various event page layouts and assign them to particular audiences to target specific markets.
  5. Third-party enhancements: You can improve Experience Cloud site performance by utilizing various AppExchange solutions and providing more functionality to enhance user experience and customer engagement.
  6. Responsive design: Salesforce Experience Cloud enables B2B organizations to create mobile-friendly and responsive sites that adapt to different devices and screen sizes, ensuring users have a consistent experience across different devices.


By leveraging the advanced tools and features of Salesforce Experience Cloud, B2B businesses can create customized and unforgettable experiences for their customers.

To learn more about the possibilities of Experience Cloud for customer personalization, turn to Advanced Communities – an award-winning consultancy and AppExchange provider with deep expertise in Salesforce technologies. Also, don’t forget to explore our AppExchange consulting page to see what we can offer you.

The Author

Anna Babur

Anna is the Head of Marketing at Advanced Communities, a company specializing in providing strategic implementation, managed services, and AppExchange apps for Salesforce Experience Cloud.

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