This document provides a summary of the key capabilities of cloud-based CRM using Salesforce.com. It discusses how Salesforce allows users to manage customer data and collaborate on accounts, leads, opportunities, and activities. It also describes how Salesforce supports sales, marketing, customer service and knowledge management through features like reports, dashboards and customization options.

1. Cloud Computing CRM
– based on Salesforce.com

2. Contents
 CRM, SaaS, and PaaS
 Data Management and Collaboration
 Sales and Marketing
 Service and Knowledge Management
 Report and Dashboard

3. CRM, SaaS, and PaaS

4. 雲端運算 CRM
Business
Salesforce.com
Model
Force.com 延伸閱讀

6. Acquire New Customers and Grow Your Business
Generate leads by advertising your business online with Google AdWords.
Turn those leads into new customers with Salesforce CRM.
Convert leads into Manage customer
Manage the customers relationships
follow-up process Update deal information, Acquire deep knowledge
Log calls, send emails, track opportunity of every account,
Capture leads
from your Web site and update the status of milestones, and record facilitate collaboration,
your leads so that you all opportunity-related and build and maintain
Prospects fill out a Web interactions. strong, lasting customer
People click on never miss an
form, which creates a relationships.
your ad opportunity.
lead in Salesforce that is
When people search routed to your sales
on Google, your ad is team.
displayed and traffic is
Advertise your driven to your site.
business on Google
Take five minutes
to write your ad
and select a couple
keywords—even target
your ad locally.
Measure what’s working
• A real-time view of your business
• A single solution for insight
• Customizable reports

7. Manage Customer Relationships
When you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them.
You can then use Salesforce to capture call notes and create a follow-up task if need be.
Gather Insight Update Information
Salesforce provides a place Assign Tasks
Search Salesforce By clicking on a contact or
to log call notes, save Often times you’ll need
account, you can view all
The first thing you want important emails, and to assign a follow-up
their activity history,
A Customer Calls to do is search update information so task for yourself or Follow Up
outstanding follow-up items,
Salesforce to see what everyone knows where someone else on your
The customer may be and other pertinent Assigning tasks in
information is things stand. team.
calling you directly or information. Salesforce improves
available.
they may have been collaboration and creates
transferred to you. true accountability.
Measure what’s working
• A real-time view of your business
• A single solution for insight
• Customizable reports

8. Streamline Your Service and Support Organization
Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent
Click to edit Master title style
service and support across many channels including phone, email, Web, and chat.
• Click to edit Master text styles
– Second level
• Third level
– Fourth level
Customer Logs a Case » Fifth level
Case Is Routed
When a customer has a Cases can be Gather Insight
problem, they can log a case automatically routed to An agent works the case,
online or call your support a queue based upon reviewing account Find Solutions
team. business rules. information such as The agent can quickly solve
entitlements and activity the case using suggested
history. Case Closed
solutions from the
knowledgebase. The agent
communicates the
solution over the phone
uses an email template
and closes the case. Customer Portal
The customer has 24/7
self-service access to
their case history, the
knowledgebase, and the
online community
through the customer
portal.

9. Business Model 商業模式

16. Data Management and
Collaboration

17. Respond to Calls with Confidence
When you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them.
You can then use Salesforce to capture call notes and create a follow-up task if need be.
# of Calls Sales Customer History Follow Up Tasks
Search Salesforce Find Contact Review Account Information Take Action
You Receive an
Inbound Call
• Last name If contact doesn’t exist, • Open tasks • Update information
• Customer has some
• Phone number create a new contact in
questions • Activity history • Log call notes
Salesforce
• Company name • Opportunity history • Create follow-up tasks
• Prospect finally calls you
back • Account number • Case history • Schedule an event
• Email address • Send an email
• A call is transferred to you
• CTI integration
from a coworker
1 2 3

18. Manage Your Tasks and Follow-Up Activities
Coordinating customer-facing activities is a critical part of closing business and managing customer relationships. Salesforce's activity
management capabilities help keep your team organized and working together so your customers receive the attention they need.
My Prioritized Task List My Top Opportunities My Top Customers # of Activities Sales Trends
Open a Task Review the Account View the Contact Take Action
Manage Your
Task List
• Task description • Open tasks • Phone number • Log call notes
• Follow-up reminders you
set for yourself • Assigned by • Activity history • Email address • Update account information
• Due date • Opportunity history • Create follow-up tasks
• Tasks assigned to you
• Related to • Case history • Schedule an event
by a colleague
• Send an email
• Tasks automatically
assigned to you based upon
a workflow rule or an
automatic trigger
1 2 3

19. Salesforce Tools & Terminology – Activity Management
Below you’ll find the tools & terminology used in the application and online training. Professional, Enterprise, and Unlimited Edition customers can re-
name standard tabs and fields to reflect their company’s terminology. For more information, search Successforce.com.
Accounts are your organization's customers, competitors, Group calendaring will helps you better collaborate as a
and partners. Each account stores information such as team, and arrange meetings with prospects and customers.
name, address, and phone numbers. For each account,
you can store related information such as opportunities,
activities, cases, partners, contracts, and notes. Calendar Events
Accounts
Reports are lists, summaries, and analyses of your data,
Contacts are all of the individuals associated with your which you can display or print. To help you monitor your
business accounts that you need to track in Salesforce. organization, Salesforce offers a wide range of standard
You can store various information for a contact, such as reports, accessible in the Reports tab. You can also create
phone numbers, addresses, titles, and roles in a deal. new custom reports to access exactly the information you
Reports need. You can subtotal and limit your data to help you
analyze trends and get a concise picture of what is
Contacts happening in your organization.
Tasks are to-do items that need to be followed up on. They
Dashboards give you a real-time snapshot of corporate
can be associated with accounts, contacts, leads, or other
metrics and key performance indicators. A dashboard is a
custom objects. You can follow up on the task yourself, or
group of different charts (or components) that graphically
assign it to another user.
display your custom report data. You can select up to 20
Task different custom reports to display data graphically as
Dashboards charts in each dashboard.
Maintain a historical record of all activities related to an
account, contact, or opportunity. Your activity history
includes emails, call notes, and calendar events, so Make searching data and interacting with the results of your
everyone is on the same page. searches simple, smooth, and highly effective. Inline paging
Activities and sorting features simplify the task of working with large
sets of search results. Powerful filtering and scoping
functions narrow searches and results. Customization
Search options enable users to design search results layouts that
are tailored for the way they work.

20. Salesforce Tools & Terminology – Activity Management
Below you’ll find the tools & terminology used in the application and online training. Professional, Enterprise, and Unlimited Edition customers can re-
name standard tabs and fields to reflect their company’s terminology. For more information, search Successforce.com.
Outlook users enjoy high levels of productivity with Apex
Connect Outlook—formerly called Outlook Edition—which With Salesforce you can create email templates for
makes it easy to synchronize important customer data common emails such as web-to-lead responses, sales
between two commonly used applications. With Connect prospecting, announcements, and internal workflow. You
Outlook 3.0 in Spring ’07, productivity for Outlook users
Email Templates can even personalize parts of the email with information
Connect Outlook
gets another boost with several enhancements. Users can from the contact or account record.
add emails with attachments, create contacts and leads
directly in Outlook, and create relationships between
calendar events and associated objects such as accounts Plan and execute email campaigns targeted at prospects
and opportunities. and customers. Enterprise Edition customers can send 500
emails per mass mailing, while Unlimited Edition customers
Mass Email can send 1,000 emails per mass mailing. Salesforce can
You can set up a Web-to-Lead form to capture contact me also integrate with third-party marketing solutions and
requests from your company’s website. With a lead de- offers out-of-the-box integration with several top email
dupe solution you can automatically route those requests to marketing vendors.
the person who owns the account.
Web-to-Lead Form
 Evaluate the success of email campaigns with integrated
response tracking and easy monitoring of key campaign
With computer-telephony integration (CTI) capabilities, you metrics, such as whether recipients open the messages,
can directly integrate your telephone network into Email Tracking when they open them, and more.
Salesforce and access it entirely through the familiar,
browser-based Salesforce interface. With the combined
power of CTI and the new Salesforce Console,
CTI Integration salesforce.com delivers unlimited productivity to your call The ability to easily import data into Salesforce is one of the
centers. application's key benefits. Import excel worksheets or CSV
(comma separated value) files. Map the information to
leads, contacts, accounts, solutions, and custom objects.
Search Import Tools on Successforce.com for more
Import Wizard
information.

21. 帳號 工作
事件 搜尋
管理 求助

22. 帳號

23. 申請帳號

27. 自訂

29. 開帳號

30. 起始頁面

31. 關閉社群CRM - Chatter

32. 清爽起始頁面

33. 工作

34. 工作區塊

37. 指派工作

38. 自訂迷你版面

41. 管理委派活動

42. 自訂檢視

45. 事件

46. 事件區塊

47. 新增事件

58. 要求會議

71. 搜尋

72. 快速搜尋

74. 進階搜尋

75. 搜尋設定

76. 管理

77. 管理自己的活動

78. 管理委派活動

79. 管理相關會議

80. 活動報告

83. 工作優先順序矩陣
重要但 重要且
不緊急 緊急
不重要 不重要
不緊急 但緊急

84. 求助

85. 線上說明

86. 線上使用手冊

87. 線上多媒體教育訓練

88. 線上報案

89. 第一天課程結束～