Salesforce CRM

PRESENTED BY:
DENNIES SEBASTIAN
NAVANDHIKA NAIR
RENOY ROY
SARA MOHAMMED
V. S. AATHIRA

Customer Relationship
Management

Customer relationship management(CRM) is an approach to

managing a companys interaction with current and future
customers.

The CRM approach tries to analyze data about customers'

history with a company, in order to better improve business
relationships with customers, specifically focusing on retaining
customers, in order to drive sales growth.

Information is compiled from a wide range of different channels,

including

companys website,

telephone, email, live chat,

marketing materials, social media, and more

Industry leaders in customer relationship management include

Salesforce, Microsoft, SAP, and Oracle.

Amongst CRM companies, Salesforce continues to supply the

largest share of systems.

Predominantly known for CRM systems, Salesforce offers a wide

range of customizable platforms from software to cloud based
packages.

What is Force.com ?

Force.com is a platform for creating applications in the cloud with

absolutely no software or hardware investment required.

The apps thus created are data-centric and collaborative.

In fact, the data is never lost here, because there are auto backups.

Salesforce.com

Salesforce.com is an Americancloud computingcompany

headquartered inSan Francisco,California. Its built on the
Force.com platform.

Though its revenue comes from acustomer relationship

management(CRM) product, Salesforce also capitalizes on
commercial applications of social networking through acquisition.

As of early 2016, it is one of the most highly valued American

cloud computing companies with amarket capitalizationof

$45 billion

The Salesforce cloud is a leader in on-demand customer

relationship management.

The system offers a broad suite of CRM applications for

small,

mid-market and

enterprise organizations, with a focus on sales and support.

with a focus on sales and support.

The Salesforce app has capabilities that include, sales

management (its heritage), marketing automation, partner
relationship management and customer service.

CRM Salesforce solutions are available only for software-as-aservice (SaaS) deployment.

Force.com provides a complete technology stack that covers

database and security as well as workflow and user
interface.

Because all applications are deployed in the cloud, they can be

designed, built, tested and deployed without the added
expense of purchasing hardware and IT support.

Salesforce for small business allows users to manage an

unlimited number of contacts, track sales deals, manage
tasks and events, harvest Web leads and track performance
with reporting.

Features of Salesforce CRM

Most superior CRM available in the market.

Some of Salesforce's most popular features include

Sales forecasting,

Collaboration,

Contact management, and reporting.

Salesforce claims that the application of its CRM systems can

increase revenue by30 percent. In addition, Salesforce says its
software increases sales productivity, pipeline, win rate, and
forecasting accuracy.

The utilization of a CRM system can track all sales activity including
past and future customers. This information provides insights for
companies to act on higher potential customers.

In customer focused industries, CRM systems provide insights to

customer information and decisions. Information such as social
media, emails, and client data can help companies understand
customer needs and leverage potential sales.

Not only can a CRM be utilized with large companies, small

businesses can benefit from pairing Salesforce with accounting
software. Salesforceclaimsit will increasing sales by up to 29
percent, sales productivity by up to 34 percent and forecasting
accuracy by 42 percent.

How Salesforce CRM

works ?

The Standard Objects in

Salesforce

Salesforce Cloud
Sales Cloud

Sales Cloudmainly works based on Lead, Account, Contact & Opportunity objects.
Leads can be further converted into account, contact and opportunity objects -an
important built-in functionality of the Sales Cloud. Whats more, if any custom fields
are added to the lead object, it is also possible to set the mapping for them.
Opportunities are well managed by giving them different stages and probabilities.

Service Cloud

InService Cloud, the base objects are cases and solutions. A Service Executive can
create a case on a customer enquiry or a complaint, and the corresponding solution
can be stored in a solution object. There is some standard functionality, like email to
case, which will automatically create a new case in the CRM on every customer email.

Marketing Cloud

Marketing Cloudis an application for marketing purposes. It helps in the creation and
execution of marketing campaigns, email promotions, and more.

Custom Cloud

Custom fields can be added to the standard objects, and custom workflows
can also be created. For custom views as well as business logic, Visualforce
pages and associated apex classes can be used. All of these customization
facilities make it possible to fulfill just about any need a CRM user may have.

Analytics

Every CRM application must be able to present reports with the data stored
in it. In Salesforce, the Reports and Dashboards feature enables effective
analytics.

There are a number of standard reports associated with the standard

objects. Each report can be used to create dashboard components like
graphs. Standard Reports are placed in the folders available in Salesforce, so
finding the reports are easy.

Salesforce automation

Salesforce automation features include tracking leads, managing

emails, assigning tasks, notifications, approvals etc. This CRM will
handle all the automation required for the sales, marketing and
service processes.

Limitations of Salesforce CRM

High level executives tend to be highly separated from data

within the CRM platform. Contrary to the mission of increasing
efficiency, a convoluted platform causes a disconnect with users.

Needs a great deal of training to get acquainted with the

software.

The reporting process can be difficult for even an experienced

user. The customization toolkits can be too technical.

As a tool, Salesforce is only as powerful as the individuals who

use it. The largest limitation of Salesforce is not necessarily the
complexity of the platform itself but the willingness of an
organization to learn and fully integrate it into their operations.