True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time. This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics High reliability – uptime that exceeds 99.9% High performance – data access in less than 300 ms High security – industry certifications such as ISO27001 and SAS 70 Type II
For marketers, nothing is more important than tracking the sales that result from leads generated through marketing campaigns on your Web site, in email, or with Google AdWords. CRM cloud apps let marketers track leads and sources, route leads to the right salespeople in real time, and provide the analytics to see what’s working and what can be improved Your customers have questions about your products. Today, they might go to Google or Twitter to look for answers and only contact your call center if they can’t find what they need.
Cloud Computing Overview
Winter 13 and previous version comparison
Recruitment App Demo
More emphasis on Security, Dashboards
Define cloud computing by NIST
“Cloud computing is a model for enabling convenient, on-demand
network access to a shared pool of configurable computing resources
(e.g., networks, servers, storage, applications, and services) that can be
rapidly provisioned and released with minimal management effort or
service provider interaction.”
o Type of services offered
Iaas Paas Saas
Internet And Clod Computing
Internet is a network of networks, which provides software/hardware
infrastructure to establish and maintain connectivity of the computers
around the word.
while Cloud computing is a new technology that delivers many types of
resources over the Internet. Therefore Cloud computing could be
identified as a technology that uses the Internet as the communication
medium to deliver its services.
Cloud services can be offered within enterprises through LANs but in
reality, Cloud computing cannot operate globally without the Internet.
IaaS – Infrastructure as a Service
Infrastructure as a Service provides infrastructure capabilities like
processing, storage, networking, security, and other resources which allow
consumers to deploy their applications and data. This is the lowest level
provided by the Cloud Computing paradigm.
Some examples of IaaS are: Amazon S3/EC2, Microsoft Windows
Azure, and VMWare vCloud.
o DaaS – Desktop as a Service
o CaaS – Communications as a Service
o NaaS – Network as a Service
DaaS – Desktop as a Service
Based on application streaming and virtualization technology, provides
desktop standardization, pay-per-use, management, and security.
CaaS – Communications as a Service
Management of hardware and software required for delivering voice over IP,
instant messaging, video conferencing, for both fixed and mobile devices
NaaS – Network as a Service
It allows telecommunication operators to provide network communications,
billing, and intelligent features as services to consumers.
PaaS – Platform as a Service
Platform as a Service provides application infrastructure such as
programming languages, database management systems, web servers, applications
servers, etc. that allow applications to run. The consumer does not manage the
underlying platform including, networking, operating system, storage, etc.
Some examples of PaaS are: Google App Engine, Microsoft Azure Services
Platform, and ORACLE/AWS.
o AIaaS – Application Infrastructure as a Service
o APaaS – Application Platform as a Service
Application Infrastructure as a Service
Some analysts consider this model to provide application middleware,
including applications servers, ESB, and BPM (Business Process Management).
APaaS – Application Platform as a Service
Provides application servers with added multitenant elasticity as a service. The
model PaaS (Platform as a Service) mentioned before includes AIaaS and APaaS.
SaaS – Software as a Service
Software as a Service is the most sophisticated model hiding all the
underlying details of networking, storage, operating system, database
management systems, application servers, etc. from the consumer. It provides
the consumers end-user software applications most commonly through a web
browser (but could also be though a rich client).
Some examples of SaaS are: Salesforce CRM, Oracle CRM On
Demand, Microsoft Online Services, and Google Apps.
o BPaaS – Business Process as a Service
BPaaS – Business Process as a Service
Provides business processes such as billing, contract management, payroll,
HR, advertising, etc. as a service.
Location of the cloud
Private cloud: The computing infrastructure is dedicated to a particular organization
and not shared with other organizations.
Private clouds are more expensive and more secure when compared to public
Public cloud: In Public cloud the computing infrastructure is hosted by the cloud
vendor at the vendor ’s premises.
The customer has no visibility and control over where the computing infrastructure
The computing infrastructure is shared between any organizations.
Community cloud : involves sharing of computing infrastructure in between
organizations of the same community.
For example all Government organizations within the state of Kerala may
share computing infrastructure on the cloud to manage data related to
citizens residing in California.
Hybrid cloud : Organizations may host critical applications on private clouds
and applications with relatively less security concerns on the public cloud. The
usage of both private and public clouds together is called hybrid cloud.
Salesforce.com is SaaS company that distributes business software on a
Customer Relationship Management (CRM) products.
Ranked 27 in Fortune's 100 Best Companies to Work For in 2012.
Founder(s) Marc Benioff (Chairman & CEO), Parker Harris
Headquarters The Landmark, San Francisco, California, USA
Services Cloud computing, Social enterprise solutions
Customer Relationship Management
CRM, is a company-wide business strategy designed to reduce costs and
increase profitability by solidifying customer satisfaction, loyalty, and
True CRM brings together information from all data sources to give one,
holistic view of each customer in real time.
CRM Cloud Platform
• CRM cloud apps need to be easy to use for sales, marketing, and service
professionals in any industry. That’s why smart companies rely on a CRM
platform that gives them complete freedom to customize CRM for their
business. It’s the best way to boost adoption and make sure your CRM
apps are working the way you do.
For sales and marketing : For sales managers, CRM cloud apps provide real-time
visibility into their team’s activities so they can forecast sales with confidence. For
sales reps, CRM cloud apps make it easy to manage customer information so reps
spend less time handling data and more time with customers.
For customer service : To deliver stellar customer service, you need to connect
all the conversations that happen on social networks with the internal
knowledge your agents use every day. That way, your customers get answers
fast and are happy. And it costs you less.
Edition Cloud Description Prize
Professional Service Basic service and support
for any size team
US $ 65 /user/month
Enterprise Service Extend service to the Web with
customization and integration
US $ 135 user/month
Unlimited Service Premier+ Success Plan optimizes
your Service Cloud app for your
US $ 260
Contact Manager Sales Contact management for up to 5
US $ 5 /user/month
Group Sales Basic sales & marketing for up to
US $ 15 /user/month
Professional Sales Complete CRM for any size team US $ 65 /user/month
Enterprise Sales Customize CRM for your entire
US $ 125
Unlimited Sales Premier+ Success Plan optimizes
CRM for your business
US $ 250
New features the Winter '13
o Developer Console Enhancements: Tools for unit testing, querying and
performing DML operations on your data. New command line window and the
flexibility to tailor the console layout.
o Visualforce Enhancements: Visualforce charting is now generally available. In
addition to being available to all Visualforce customers, charting features such
as new chart types, control over color schemes, and enhanced rendering
o Apex Code Enhancements: New interfaces to support testing callouts for both
HTTP requests and for WSDL generated code, new string methods, additional
JSON support, and non-primitive types in Map and Set keys.
o The new Force.com Canvas: In pilot for Winter '13, the canvas framework allows
for integration of third party applications within Force.com.