The document presents an overview of Customer Relationship Management (CRM) and specifically highlights Salesforce as a leading cloud-based CRM solution. It discusses the importance of CRM for managing customer relationships, improving business operations, and the benefits of Salesforce, which include various cloud services and use cases across different industries. Additionally, while praising Salesforce for its advantages like automation and user-friendliness, it also notes some disadvantages such as complexity and customization challenges.

1. SALESFORCE (CUSTOMER
RELATIONSHIP MANAGEMENT)
Presented by
V Geetha Sri
(3br16cs167)
Guided by
Mr.Md.Shafiulla
(Asst. professor)
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2. What is CRM?
• Customer relationship management (CRM) is a technology for managing all
company’s relationships and interactions with customers and potential customers.
A CRM system helps companies stay connected to customers, streamline
processes, and improve profitability.
• A CRM solution helps to focus on organization's relationships with individual
people — including customers, service users, colleagues, or suppliers —
throughout the company lifecycle with them, including finding new customers,
winning their business, and providing support and additional services throughout
the relationship.
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3. What is the need for CRM?
• The better a business can manage the relationships it has with its customers the
more successful it will become. Therefore IT systems that specifically address the
problems of dealing with customers on a day-to-day basis are growing in
popularity.
• Customer relationship management (CRM) helps businesses to gain an insight into
the behavior of their customers and modify their business operations to ensure
that customers are served in the best possible way.
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4. What is cloud based CRM?
• CRM and the cloud computing revolution have changed everything. Perhaps the most
significant recent development in CRM systems has been the move into the cloud from on-
premises CRM software.
• The cloud based CRM offers:
I. Faster deployment
II. Automatic software updates
III. Cost-effectiveness and scalability
IV. The ability to work from anywhere, on any device
V. Increased collaboration
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5. What is salesforce?
• Salesforce is a cloud based customer relationship management solution that brings
companies and customers together. It's one integrated CRM platform that gives all
your departments — including marketing, sales, commerce, and service — a single,
shared view of every customer.
• The cloud computing technology which had immense impact on world of
computing is salesforce.
• It is the process of building an affordable CRM software and delivering it entirely
online as service.
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6. Salesforce is the 5th largest software company
in the world!!
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7. 3/26/2024 7
What is the need for salesforce?
As seen in the above image, Salesforce provides you with the fastest path from
Idea to App. You can concentrate on building your app using Salesforce tools,
rather than building the infrastructure and tools yourself. This can save you
years of time and millions of dollars.

8. Services and products of salesforce
• Salesforce sales cloud
• Salesforce marketing cloud
• Salesforce service cloud
• Salesforce community cloud
• Salesforce commerce cloud
• Salesforce analytics cloud
• Salesforce app cloud
• Salesforce IOT cloud
• Salesforce health cloud
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9. Salesforce use cases
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10. Salesforce use cases
Industry Company Case
Communications Comcast-Spectator
Comcast-Spectator used Salesforce to maintain detailed customer profiles so that they can identify their biggest fans
and market more effectively to them.
Financial Services American Express
American Express started to use Salesforce Sales Cloud in 2010. Now, they have their customer success platform on
Salesforce, which connects thousands of employees across organizations, locations and time zones.
Government Obama for America
Staff of Obama for America used Salesforce Service Cloud to send personalized emails to users. They also used
dashboards to get real-time read on what the nation was thinking about and where opinions differed across the country.
Health Care Health Leads
With Salesforce Community Cloud, Health Leads are leading the way to a new model for healthcare. Also, with Salesforce
App Cloud, they can easily view and update patient data, coordinate with physicians and find effective community
resources.
High Tech Sony
Sony uses Salesforce Service Cloud to tune in with its customers. Sony’s customer cases are managed as one unified
agent experience which has helped them to keep their customers happy.
Media
Coco-Cola Enterprise
(CCE)
CCE uses Salesforce across multiple geographies and multiple business functions. From call center agent to service
technicians and sales representative, Salesforce is being used to connect people and information. This has helped CCE to
deliver a better customer experience.
Manufacture InMobi
InMobi swapped out several CRM systems for the Salesforce Sales Cloud. Salesforce has enabled InMobi to run a single
layer of data management through the company. This has made InMobi a fast and efficient company.
Retail Trip A Deal
Trip A Deal’s Heroku based cloud platform application was designed and deployed in under five weeks. This delivered
critical advantages to the start up business including system stability and cost effective scalability.
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11. Advantages of salesforce
• Personalization
• Compatibility
• Easy installations and maintenance
• Very simple to manage
• Business automation
• Effective management
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12. Disadvantages of salesforce
• Customizing the face
• Interface transformations
• Complexity
• Complicated technical support
• Complex reports
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13. conclusion
The Salesforce feature can improve overall business performance,
increase revenue, and dramatically simplify sales representatives.
Be that as it may, Salesforce is at the forefront of available CRM
solutions because of its capacity, efficiency and user-friendly
design. The best thing about Salesforce is that it offers definite
benefits to the business.
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14. References
• https://www.salesforce.com/in/crm/what-is-crm/how-
crm-improves-business/
• https://www.edureka.co/blog/what-is-salesforce/
• https://www.quora.com/What-is-the-advantage-and-
disadvantage-of-salesforce-over-other-CRM-softwares
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