Salesforce.com Overview
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This document provides an overview of Salesforce.com and its key features. It introduces Customer Relationship Management (CRM) and how cloud-based CRM systems like Salesforce address issues with traditional on-premise systems. Salesforce includes the Sales Cloud, Service Cloud and Marketing Cloud to manage customer relationships across sales, service and marketing functions. It also utilizes tools like standard and custom objects, workflows and analytics to provide a customizable platform for businesses.
Salesforce.com Overview
- 2. Slide 2 www.edureka.co/crm-salesforce Agenda In this session, we will understand about: » Fundamentals of CRM » Introduction to Cloud Computing – SaaS and PaaS » Overview of Salesforce.com (SFDC) Sales Cloud Marketing Cloud Service Cloud » Introduction to Business Objects » Salesforce Tools » Salesforce Analytics
- 3. Slide 3 www.edureka.co/crm-salesforceSlide 3 CRM Overview Customer Relationship Management Broadly defined, CRM is a strategy for managing a company’s interactions with clients and sales prospects and ensuring the ‘Connect’ sustains throughout the relation. Purpose: » Retain existing clients » Energize dormant accounts / clients » Find new clients Examples » New launch offers from your beloved cosmetics brand » Supermarkets / Retail brands giving out specific deals to customers
- 4. Slide 4 www.edureka.co/crm-salesforceSlide 4 CRM – The Why of the Journey... Sales team always had data on what is selling and who is buying. Then why is it that CRM has become so important in the current world? » Lack of timely data and fragmented systems meant unused data » Companies were worried about getting their house in order •Quick and specific response •Flexible resolutions •No rigidity •Less Bureaucracy •Easy information availability •Higher revenues through lesser personnel •Reduced maintenance (cost & time) •Activities targeted at revenue generation Customers Organizations
- 5. Slide 5 www.edureka.co/crm-salesforceSlide 5 CRM – The Why of the Journey... Continuous exchange of information across all customer channels/touch points Personalised products/services based on specific needs and expectations Consistent user experience across all touch-points Real-time access to all customer information to enable quick decisions CRM Systems
- 6. Slide 6 www.edureka.co/crm-salesforceSlide 6 CRM – The Result (till now...) Two main types of CRM systems » On Premise / Traditional systems (Siebel) » On Demand / Cloud Based Systems (SFDC) Today Cloud Computing Applications 1960’s Mainframe 1980’s Client/server
- 7. Slide 7 www.edureka.co/crm-salesforceSlide 7 Introduction to Cloud Computing Cloud computing refers to Internet-based computing » Involves shared resources, software and information provided via computers, mobiles » The term cloud is used to signify the Internet Multi-Tenant: Pay per Use: Scalable: No Capital Expenditure Predictable Operating Costs Scales With You
- 8. Slide 8 www.edureka.co/crm-salesforceSlide 8 Software as a Service - SaaS SaaS (Software as a service) is a model for software delivery » The entire service is managed centrally by the software company inc. infrastructure, network, security etc. » Interested individuals and companies are allowed to “Rent" it rather than “Own “ it » Requires access through a Network (usually Internet but may also be an intranet) » Replicates a One-to-Many model (single instance, multi- tenant architecture) » No need for clients to worry about patch upgrades and version management as all features are updated automatically
- 9. Slide 9 www.edureka.co/crm-salesforceSlide 9 Platform as a Service - PaaS Cloud computing has evolved to include platforms for building and running custom applications, a concept known as “Platform as a Service” (or PaaS) Types of PaaS Solutions : » Social Application Platforms » Web Application Platforms » Business Platforms (e.g. Force.com) Simplified Deployment Lower Risk
- 10. Slide 10 www.edureka.co/crm-salesforceSlide 10 Introduction to Salesforce.com Recruitment Planning Partner Marketing Partner Selling Partner Analytics PARTNERSHIP Search Tagging Subscriptions Publishing Collaboration Recommendations Workspaces CONTENT Post an Idea Vote on Things You Like Discuss Ideas with Community IDEAS Lead Management Opportunity Management Account & Contact Management Activity Management Approvals & Workflow Territory Management Partner Management SALES Online marketplace of Apps Many On-demand Apps Easy Integration APPEXCHANGE Salesforce for Google Apps Salesforce for Google AdWords GOOGLE APPS Self Service Management Web to Case Channel Services Automated Email Management Knowledge Base SERVICES Campaign Management Workflow Automation Marketing Analytics Search Marketing Lead Management Email Marketing MARKETING
- 11. Slide 11 www.edureka.co/crm-salesforceSlide 11 How Salesforce.com helps... Multi-Device End User Administration Access Control & Audits Database Web Services API Reporting & Analytics Workflow Engine Forms & Page Layout Editor A B D C Clicks Code Coding Based systems 80% 20% 20% 80%
- 12. Slide 12 www.edureka.co/crm-salesforceSlide 12 Sales Cloud – An Overview Sales Cloud provides Sales reps with a tool that helps them to build stronger relationships with customers and close more deals since everything can be found at one place.
- 13. Slide 13 www.edureka.co/crm-salesforceSlide 13 Service Cloud – An Overview Service Cloud refers to providing customer Service through internet including managing the entire customer service cycle from raising customer service request to solving the request and informing the status of the request to the customer
- 14. Slide 14 www.edureka.co/crm-salesforceSlide 14 Marketing Cloud – An Overview The Marketing Cloud is a collection of cloud-based marketing services that make internal marketing functions more efficient and external marketing programs more effective.
- 15. Slide 15 www.edureka.co/crm-salesforceSlide 15 Handling Marketing through Salesforce.com
- 16. Slide 16 www.edureka.co/crm-salesforceSlide 16 Introduction to Business Objects Salesforce.com Objects involves understanding which data are a standard part of SFDC, which data need to be added as custom fields or custom objects, and which data need to be integrated from outside systems. Two types of business objects: » Standard Objects » Custom objects
- 17. Slide 17 www.edureka.co/crm-salesforceSlide 17 Salesforce Tools for your Business Processes Salesforce Standard and Custom Objects Standard & Custom Fields and Data Types Relationships (Lookup & Master-Detail) Page Layouts & Record Types Validation Rules Workflow Rules Approval Process Profiles License Sharing Settings and Roles Tabs, Apps & Packages
- 18. Slide 18 www.edureka.co/crm-salesforceSlide 18 Simple User Interface of Salesforce.com Visible Tabs Quick Create Bar and recent records Home Screen Assigned Tasks and upcoming events assigned Access for SFDC application Setup Visible Applications
- 19. Slide 19 www.edureka.co/crm-salesforceSlide 19 Salesforce Analytics Real-Time Updates Real-Time Updates Real-Time Analytics Real-Time Visibility with Easy to Create Reports Customizable by Business Users Real-Time Reporting Integrated Analytics Across All Apps Security Controls Mobile Access Email Dashboard Delivery Two Analytics tools: Reports Dashboards
- 20. Slide 20 www.edureka.co/crm-salesforceSlide 20 Reports A report contains a set of data displayed in organized rows and columns, based on certain criteria thereby, helping to derive meaningful insights Drag & Drop Fields Filter using Dropdown facility Preview as you create
- 21. Slide 21 www.edureka.co/crm-salesforceSlide 21 Dashboards Dashboards are graphical representation of the results from reports. They provide a snapshot of key metrics and performance indicators for the organization. Four Types of Dashboards Table - Good for showing top five lists Chart – Used to prepare various charts e.g. bar charts, line charts, pie Gauge - Used to show progress towards a goal Metric - Shows a single number