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Customer Relationship Management

INTRODUCTION TO CRM




What is Customer Relationship Management (CRM)?

Customer relationship management (CRM) manages yourbusiness's single most important goal - satisfying your customers. A highly effective customer relationship management system will encompass and enhance all aspects of customer interface, from sales and marketing to customer service: existing client relationships become stronger and new client relationships evolve more quickly - all core requirements of business success.

CRM stands for Customer Relationship Management. This technology allows you to manage relationships with your customers and prospects and track data related to all of your interactions. It also helps teams collaborate, both internally and externally, gather insights from social media, track important metrics, and communicate via email, phone, social, and other channels.




A CRM system is a business tool that allows you to manage all your customers, partners and prospects information all in one place. The Sales Cloud (Salesforce.com’s CRM system) is a secure cloud based CRM system that can help every part of your business get a 360 degree view of your customer.

For example, it helps: • sales teams close deals faster • marketing manage campaigns and track lead generation • service call centres reduce the time to resolve customer complaints




Salesforce is a global industry leader whose expertise in client relationship management is peerless. Our technology and customer management software is specifically designed to bring increased simplicity, integration, efficiency and visibility to your enterprise. As cloud computing providers, we offer CRM software as a service with our Force.com PaaS (Platform as a Service), so that you can multitask and keep track of your customers and your budget at the same time - a must in today's economy.

What is Salesforce ?

Salesforce gives you a 360 degree view of your customers and insight into your own business. If you’ve been running your business from multiple systems, it’s likely that your customer data lives in different places. You might have data in emails, spreadsheets, various databases, or point solutions. Multiple systems are a barrier to understanding your data and getting a complete picture of your customers. With your data in Salesforce, you have a single source of truth and a single point of engagement.

Better CRM from Salesforce

Faster,Economical,Easier. Better. Salesforce takes your business to the next level. Salesforce,'s customer relationship management software instantly streamlines and automates your business processes. By creating infrastructure-as-a-service, your business allows sales, marketing, and support teams to work in sync and see important sales and customer data with more width and breadth, freeing them up to generate new clients and better service existing ones.




Salesforce technology is a game-changer. It’s a single place to create, view, and update your customer data from anywhere on any device to drive lasting engagement with your customers. You don’t have to install software to access Salesforce. You justneed an internet connection and a Web browser.

What Is CRM with Salesforce?

Salesforce is your customer success platform, designed to help you sell, service, market, analyze, and connect with your customers.

Salesforce has everything you need to run your business from anywhere. Using standard products and features, you can manage relationships with prospects and customers, collaborate and engage with employees and partners, and store your data securely in the cloud.

But standard products and features are only the beginning. Our platform allows you to customize and personalize the experience for your customers, partners, and employees and easily extend beyond out of the box functionality.

Client Relationship Management Solutions for Activity Management.




By showcasing customer transactions and important information about your client contacts, CRM helps your business respond confidently to customer enquiries and manage follow-up actions more efficiently.

Client Relationship Management Solutions for Service & Support.

CRM enhances your ability to provide an excellent customer experience: allowing you to collate customer support requests from various channels, assign teams and agents more efficiently, access the best solutions to customer problems, boost support cases, direct customers towards web-based solutions and quickly highlight where your service can be improved.

CRM solutions offer a plethora of tools and options to help your business shine: partner/channel management, web communities, award-winning interfaces, point-and-click customisation, and seamless CRM integration at Salesforce.

Our effective customer relationship management solutions help keep your sales reps and marketing team focused on filling the sales pipeline and generating revenue - not manually tracking sales leads. By allowing your team to market through multiplechannels and view all account-related information and activities, Salesforce Customer Management Software reveals what works and what doesn't - and converts your leads into clients more often, more quickly.

Why will Salesforce revolutionise your Sales & Marketing?




Salesforce organizes your data into objects and records. Think of an object as a tab on a spreadsheet, and a record like a single row of data

How Salesforce Organizes Your Data

But unlike a traditional spreadsheet, the data is stored in our trusted, secure cloud. Our easy-to-use interface lets you access it from your desktop and mobile device. You can easily import your data into Salesforce using point-and-click tools.

You don't have to use Leads, but they can be helpful if you have team selling, or if you have different sales processes for prospects and qualified buyers.

Salesforce comes with standard objects already set up and ready for use.




Here are some of the core standard objects, and a description of how each one is used. We’ll dive into these objects in greater detail as you work toward your badge for this module.

The Salesforce CRM allows you to manage and access your data in sophisticated ways that you could never do with a simple spreadsheet. Your records can be linked together to show how your data is related, so that you can see the whole picture.

Take a look at how it fits together. And if you’d like to go deeper, check out the Trailhead Data Modeling module to learn more about how your data is organized.

So that’s the basics of the standard object model. But what you have access to use depends on which editions and products you purchase.




And that’s how Cloud Kicks has gotten to where it is today using Sales Cloud. And when Cloud Kicks is ready for more growth, the Salesforce customer success platform offers additional options.

Now you’re starting to see how each team member at your company can use Salesforce CRM to achieve success. And don’t forget that Salesforce CRM is built on a platform that allows you to customize and tailor what you see here to make it work for you and your business.

• Jose has heard about Marketing Cloud and thinks it’s time for Cloud Kicks to get serious with customer journeys and more targeted email marketing. • Linda recently saw a demo of Analytics Cloud and was impressed with the streamlined interface and powerful, real- time reporting capabilities. • Candace has heard about Communities and thinks it may be time for Cloud Kicks to take their social presence and engagement to the next level for customers, employees, and partners.

How the Salesforce CRM Works for Your Business

So far we’ve been using an example of a traditional goods and services sales model, that sells a product (custom sneakers) to customers (individuals or businesses). But how does Salesforce support different industries?

Here are a few examples.




To learn more about how Salesforce can help you succeed in your specific industry,

For people who are new to Salesforce and CRM, it is important to have a way to learn about CRM without being overwhelmed with information. The Learn CRM Essentials trail finds this balance and

presents it to us in a fun and exciting way.

The Learn CRM Essentials Trail

The trail consists of four modules: CRM Basics, Accounts & Contacts, Leads & Opportunities, and Service Cloud Basics. I chose to approach the modules in the order they are presented.

The trail consists of four CRM-centric modules.

CRM Basics gives a general overview of what Salesforce is and the value it provides. This is an appropriate place to start because in order to understand the finer details, you must first understand why companies should use Salesforce.




The Accounts & Contacts module digs a little bit deeper into the features of Salesforce and builds on what I learned in the previous module. Almost everything you do in Salesforce involves accounts and contacts, so it is important to understand what each is and the relationship between the two. The module includes helpful screenshots and an interactive challenge to give the user a comprehensive understanding of the concepts.

Interactive challenges give you a comprehensive understanding of the concepts.

Next is the Leads & Opportunities module. As a member of the sales team, this was the most interesting module to me. This section introduces us to the customizable sales process in Salesforce. I was very impressed by the video provided, and the step-by-step instructions on how to set up opportunity stages, and a sales process in the CRM.

The final module in this introductory trail is Service Cloud Basics. this is the most challenging out of the four. This section goes over the many ways support teams can use Salesforce to improve their productivity.




Why choose Web CRM over Traditional CRM Software?

The tide of contemporary business culture is turning away from traditional customer relationship management software, which is expensive to install and maintain, and opting for web or hosted relationship management instead. Why pay more to manage leads and create well recorded and successful client interactions when Salesforce uses a pay-as-you-go model that saves you money?

Sales Force provides Sales-as-a-Service (SaaS) that excels at sales tracking, measuring and organising your business, yet remains enticingly cost effective.

Web CRM Pays For Itself More Quickly. Removing the need for a huge capital investment on IT infrastructure and technical maintenance staff and streamlining existing IT costs with PaaS, our Customer Management Software offers a much quicker return on investment. Web-Based CRM Will Transform Your Business Faster. Hosted CRM implementations take weeks or months - beating the 12 month average of client/server CRM tools hands down.

Hosted CRM Is More User-Friendly. Salesforce's basic CRM's customisations and point-and-click interface accommodates the non-technical user.

On-Demand CRM Provides Unlimited Scalability. Salesforce software uses a multi-tenant approach - there's no single instance of the software, so it's faster and cheaper to implement. Web CRM Features Painless Upgrades. Deployments of new features on our customer management systems are instantaneous, so you are always using the latest version.

Salesforce Is Customer Focused

Salesforce CRM applications are built on the power of App Cloud, so you can run your business on any device, easily build new customer applications or integrate with existing back office systems. You’ll be up and running in 30 days with the world's most proven and loved customer relationship management solution. With our pay-as-you-go model, the price of success is dramatically lower.




CRM Grows Revenue

To grow revenue, you need Customer Relationship Management (CRM) application that can scale with you— you need Salesforce. Managing contacts and sales opportunities is just the beginning. With the world’s #1 CRM, you can track marketing campaigns and sales activity — every lead, opportunity, and customer — and take action from wherever you are. So you spend more time selling to the right people, armed with up to date information and social insights.

No Hardware, No Software

No software, no hardware means you’re up and running and positively impacting your business in no time at all. With Salesforce CRM, everything comes to you — leads and opportunity management, sales forecasting, analytics reporting, contact management, notifications. Don’t get bogged down with technology, servers and software, let us take care of that and so you can focus on your customers and close the next big order.




Complete Customer Management Solution

Salesforce is fully mobile and covers every customer touch point and every stage of the customer life-cycle, so you can close deals, log calls, track email sand view your performance — wherever you are. Sales activity tracking ensures instantaneous customer updates so there are no surprises when you’re on the road. Salesforce makes it easy for you because everything is connected.




BUSINESS BENEFITS OF CRM

Implementing a customer relationship management (CRM) solution might involve considerable time and expense. However, there are many potential benefits. A major benefit can be the development of better relations with your existing customers, which can lead to:

Increased sales through better timing due to anticipatingneeds based on historic trends Identifying needs more effectively by understanding specific customer requirements Cross-selling of other products by highlighting and suggesting alternatives or enhancements Identifying which of your customers are profitable and which are not

This can lead to better marketing of your products orservices by focusing on:

Effective targeted marketing communications aimed specifically at customer needs A more personal approach and the development of new or improved products and services in order to win more business in the futureEnhanced customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow Increased value from your existing customers and reduced cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of salesImproved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways




Conclusion

As company operations continue to become more complicated, a clear and comprehensible process can help increase productivity and sales. The development of Customer Relationship Management (CRM) systems assist in the implementation of executable processes for all departments of a company including sales, marketing and finance.

The use of a CRM system within a company predicts increased sales and revenue growth as a result of more efficient tracking, reporting and visibility of processes. Increased visibility supports companies monitoring of end to end processes from a project's inception to completion. As a result, companies can further track and report completed and future sales.

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.

Once your business starts to look after its existing customers effectively, efforts can be concentrated on finding new customers and expanding your market. The more you know about your customers, the easier it is to identify new prospects and increase your customer base.

Even with years of accumulated knowledge, there's always room for improvement. Customer needs change over time, and technology can make it easier to find out more aboutcustomers and ensure that everyone in an organization can exploit this information.

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