Introduction : CRM & Salesforce

Hello Friends,

Let’s begin with understanding what is a CRM (Customer Relationship Management) and how Salesforce helps as a CRM tool.

Customer Relationship Management

Customer Relationship Management is a methodology which is followed to record and analyse organizations interactions. Now in an organization, interactions can be seen in different forms. These can be primarily listed as under:

  • Phone Calls.
  • Email Conversations.
  • Meetings (online or offline).

The outcome of these interactions focuses on:

  • Increasing revenue of the organization.
  • Enhancing communication between different departments.

Goal of a CRM is to improve business relationships and enhance customer assistance. CRM methodology focuses on gathering information from different channels. Live chats, social media etc. are good examples of such channels. With the help of data collected, business will have a better understanding of their customer’s needs.

The concept of CRM started in early 1970’s. If by any chance you would want to dig into the historical facts, types, components of CRM the following link will definitely help you.

A deeper dive: Click Here

Salesforce as a CRM

Salesforce was founded in 1999 by Marc Benioff. CRM over the internet was the key reason why we have Salesforce today. The best thing about Salesforce is that an organization do not have to worry about hardware or software installations. Salesforce serves as a service over the web and that said all you need is a web browser and an internet connection.

“An internet connection and a web browser is the bare minimum to get yourself started with Salesforce” [You need a computer or a mobile device of course :p]

Salesforce promotes Cloud Computing. It offers CRM as a service and falls into the category of Software as a Service (SAAS). It also provides a platform which allows developing custom applications and falls into the category of Platform as a Service (PAAS).

To know more about SASS and PAAS categories of cloud computing follow the links:

Customer satisfaction is the primary goal of any business. If a customer is being dealt by different departments, it is very important that all the departments have access to the correct information. Salesforce acts as common interface where people from different departments in an organization can collaborate. This helps in maintaining data integrity and also ensures that all the departments of an organization are in sync with the information.

Salesforce is a centralized place where everything can be tracked which is needed to run a business. Information related to contacts, accounts, deals etc almost everything can be tracked in Salesforce.

Salesforce Chatter is like your social networks and organizations data met together. It proves to be a great collaboration tool within or across departments of an organization. Just like a social network it allows you to follow information that interests you. You can use # tags or even tag people in the organization.

Salesforce as a company follows 1-1-1 model. This means that the company donates 1% People, 1% Technology and 1% Resources. 1-1-1 model is also known as Pledge 1%. Pledge 1% is a way to help and support people in community.

There is lot more to learn.

Happy Learning!

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