3. INTRODUCTION
Salesforce is the worlds'
first and most popular
CRMsystem headquartered
in San Francisco. With
more than 82,000
companies and 100,000+
customers rely on this
dynamic, web-based, low-
cost CRM platform
4. It was founded in March
1999 by former Oracle
executive Marc Benioff
Salesforce.com has its
services translated into
16 different languages
andcurrently has 82,400
regular customers and
over 2,100,000
subscribers
5. Salesforce CRM provides
a complete solution for
that includes feature-
rich solutions for
marketing, sales,
services, partner
management and
community
management.
6. Salesforce Terminology
Opportunity A potential sales deal that you want to track
Lead A lead a prospect or potential opprtunity – a
person who expresses interest
Account Any company or organisation you want to
manage,including prospect,customers,vendors
or partners
Contact A person who works for an account
Task and Events Activities associated to an opportunity,
contact, or account
Reports Real time summarize generated based on
information entered into Salesforce
7. SALESFORCE CRM
1.Salesforce.com is the enterprise cloud computing
leader. Our social and mobile cloud technologies
— including our flagship sales and CRMapplication
— help companies connect with customers,
partners, andemployees in entirely new ways
2. Low cost, low risk cloud based solution software
service to buy.
3. Complete solution includes feature-rich solution
for marketing, sales,service, partner management
and community management.
8. 4. Salesforce Customer Relationship Management
technology can streamlineand automate your
business processes with the cutting
edge, logisticaladvantages of cloud computing
technology. Synchronization across allchannels,
optimized internal collaboration and better
access to proven data provide a greatly enhanced
customer experience.
5. Fast result because it drain resources on high
value, low cost and focus oninnovation
9. Salesforce is divided into different sets of tools
referred to as "clouds”
•Sales Cloud
•Service Cloud
•Collaboration Cloud
•Sales Cloud-Sales Cloud helps to sell products
and Services, manage connection with customer,
and close more deals. SalesCloud include Chatter,
Social Contact, Marketing and Leads, Data.com,
Opportunities and quotes, Approval and Work
process,Files and Libraries, Analytics
and Forecasting, Partner Management,
AppExchange, Email and calendaring
10.
11. Service Cloud -Service cloud increase agent
productivity, reduces service costs, and gain
better visibility intoService Organization. It
includes Customer Portal, Live Agent, Contract
and entitlement
12. Collabration Cloud- Collabration cloud consist of
Salesforce Chatter and Radian6 service cloud
which helps toconnect with co-workers,
customers, and partners to share experience and
information across.
13. Custom Cloud -Custom
Cloud is infrastructure
used to for building
customized cloud
application development
for automation,analytics
and approval processes
14. Types of applications
>Partners built ERP on
Salesforce
>Human oriented size
>Structured Data
>Like approval process
>Internet & Portal type
of applications
>Long-tail apps
15. >With CRM and ERP, a business can be up and
running with the software quicklywhich less
need for in-house IT staff or high levels
of technical skills, and thingslike security and
upgrades are looked after by the vendor.
>This is because the difference between cloud
and on-premise is that cloud-computing makes
your software an operational expense rather
than a capital spend.
Q1: What types of companies
are most likely to adopt cloud- based
CRM software services? Why?
16. Q1 : CONTINUED
>Some businesses prefer a capital spend and
to ‘own’ the software. Others prefer an
operational cost, as with the cloud.
>Many mainstream business software vendors
are working to transfer their
traditional on-premise applications in to the
cloud.
>From a technical point of view, it is not as
straightforward as it may first appear
17. Q1 : CONTINUED
What companies might not be well-
suited for this type of software?
>Companies which might not be well-suited for
this type of software are those companies from
small to middle-sized companies.
>Large firms in fast paced evolving industries
are also not suited for ERP andCRM cloud-based
software.
>Employees must learn how to perform a new set
of work activities.
18. Q1: CONTINUED
>This requires new organizational learning and
provides training for them.
>Companies that are unable to accept the
changes and also provides trainingfor their
employees will be not be suggested to use this
type of software.
>For the vast majority of businesses, modern
commercial cloud applications provide
exceptionally high levels of security, including
data protection and back-up, and are usually
more secure than the majority of on-premise
applications
19. Q2: What are the advantages
and disadvantages of using cloud-based
enterprise applications?
Advantages of using cloud-based enterprise applications:
>Removing the hardware and all the complications
attached with it for example the costof maintaining the
hardware, the risk of hardware failure, and the cost of
hiring personnel required to handle them
>The beauty of cloud computing technology is its
simplicity, the fact that it requiressignificantly fewer
capital expenditures to get up and running.
>Cloud computing infrastructures offer much greater
scalability, complete disasterrecovery, and
impressive uptime numbers.
20. Q2 : CONTINUED
Disadvantages of using cloud-
based enterprise applications:
>A constant internet connection is required.
Without the internet, you cannot access your
data or application
>Lack of control over data, system
performance, the ability to audit or change
processes.
>Potential inability to see who is viewing /
accessing your corporate data.
21. Q3: What management, organization, and
technology issues should be addressed in
deciding whether to use a conventional
CRM system versus a cloud-based version?
Management:
>Service Level Agreements(SLAs); there is lack of
SLAs concerning ERP and CRM cloud based solutions
and of methods to ease their respective verification.
>Risk Assessment: it is hard to assess the risk when the
company does notown the infrastructure that supports
the ERP and CRM systems.
>Dependability: companies using cloud based CRM and ERP
solutionsmight become dependent of their providers since
they do not store the data,and might not be able to
easily export it to another system if required.
22. Q3 :CONTINUED
Organization:
>Human Resource Optimization: while traditional
ERP and CRM solutionsdemand for technical
staff, cloud based solutions allows to optimize
HR to focus on operation.
