The document discusses Salesforce.com, the leading provider of customer relationship management (CRM) software delivered as a service. It provides information on Salesforce's history and success, how it overcome key challenges of competitors and expansion, and how features like the App Exchange allow third-party developers to create add-ons for its platform. The document also outlines some of the advantages and disadvantages of Salesforce's software-as-a-service model compared to traditional on-premise CRM software.

1. SALESFORCE.COM:
Software-as-a-Service goes
mainstream
Viraj Rathod – A005
Priyanka Asati - A010
Dhruv Patel – A018
Parag Mahajan - A020

2. AGENDA
• Information about Salesforce.com
• CRM
• Key Features
• Challenges
• Solution
• Take Away Points
• Question and Answers
• Real Time Activities

3. What is Sales Force?
• Headquartered in San Francisco,USA.
• Salesforce.com hosts the applications offsite.
It is best known for its Customer Relationship
Management (CRM).

4. History of Salesforce.com
Founded
• Founded in 1999
Founder
• By former oracle executive Marc
Benioff, Parker Harris, Dave
Moellenhoff, and Frank Domingu

5. Cont....
• Its services translated into 16 different languages and
currently has 82,400 customers and over 2,100,000
subscribers.
• Provides CRM solutions in the form of ‗software-as-a-
service‘.

6. What is CRM??
• Strategy for managing a company‘s interactions with
customers, clients and sales prospects.
• Describes a company-wide business strategy including
customer-interface departments as well as other
department

7. Cont.....
It involves using technology to
• organize
• automate and
• synchronize
business processes—principally sales
activities, but also those for
marketing, customer service, and technical
support

8. USES OF CRM
Sales marketing
CRM cloud apps CRM cloud apps let
provide real-time marketers track
visibility into their leads and
team‘s activities so sources, route leads
they can forecast sales to the right
with confidence. salespeople in real
time, and provide
For sales reps, CRM cloud the analytics to see
apps make it easy to what‘s working and
manage customer what can be
information so reps improved.
spend less time handling
data and more time with
customers.

9. Success of Salesforce.com:-
1.On demand model of software distribution:
Eliminated the need for large up-front capital
investment in systems
eliminates lengthy implementation on corporate
computers.
2.Cost of Subscription:
 For Group version for SMALL Sales and Marketing team-$9
per month.
 For LARGE enterprise and ADVANCED version-$65 per
month.

10. Key Features
Expensive
licensing
Hardware for
Operating
subscribers to
systems and
purchase, scale
Application
and
servers to install
maintenance
Maintenance Database
fees servers to
install
Consultants
and staff

11. Key Features(cont.)…
• Implementation time- 0 to 3 months
• System is accessible via a standard web browser
• Salesforce.com continually updates its software
behind the scenes
• Provided tools to customize features of the
software
▫ To support a company’s unique business processes

12. Key Features(cont.)
Company offers better scalability than
those provided by large enterprises
As they eliminate the cost and
complexity
Of managing multiple layers of
hardware and software

14. THREE CHALLENGES OF SALESFORCE.COM
Beat the competitors
Expansion of business
Availability of services

15. a. Beat the competitors
Competitors like –
a) The big traditional companies
b) New Challenger

16. a. Beat the competitors…
• Microsoft, SAP and Oracle rolled out subscription
based versions of their CRM products
• Net suite have made some inroads against
Salesforce’s market share

17. MICROSOFT’S STRATEGY
• Developing an acceptable ON-DEMAND CRM
product
 As the average customers have already
familiarity with Microsoft applications
• Offer their product at half the price of
Salesforce.com
 This tactic was very effective in other
markets to pressurize the competitor

18. OTHER COMPETITOR’S STRATEGY…
• Salesforce’s has yet to capture the larger size of
the market share of their competitors
As of 2007, SAP’s CRM market share was 25.7%
compared to only 7 % for Salesforce.com
• IBM’s customer base includes 9000 software
companies
These are likelier to choose IBM over Salesforce.com

19. B. EXPANSION OF BUSINESS…
• Currently, Salesforce is used mostly by sales staff
▫ To keep track of leads and customer lists
• Salesforce made partnership with Google (more
specifically Google Apps) to provide additional
functionality

20. B. EXPANSION OF BUSINESS
• Salesforce.com is combining its service with
By allowing customers to accomplish more tasks
via the Web

21. c. AVAILABILITY OF SERVICES
• Salesforces.com subscribers depend on the
service being available 24x7
• But occassional outrages have occurred
▫ Making some companies to rethink their
dependency on software as a service

22. How Sales Force overcome challenges?
:
• SAP CRM VS Sales force CRM
 SAP CRM soft Saleforce.com offers primarily a demand CRM whereas
what is offered by SAP is a hybrid CRM
 SAP CRM is unwieldy, complex, requires consultant support
 SAP CRM On-Demand pricing is $75 per user for SFA, Marketing or
service - or $125 per user for all 3 modules. There are a minimum 100
users.
 CRM from Sales force cost2$ to $ 250 Per user/ month for any no of users
 The Sales force. Com foundation provides free and/or deeply
discounted licenses to certain categories of organizations such as
501(c)(3) corporations and B corporations.

23. CONT………..
Sales force CRM vs. Microsoft CRM
 Microsoft CRM – There is only one edition of Microsoft CRM
Dynamics online. The subscription cost is $44 per user per month.
Where as professional plus costs $59 per user per month
 A 12 month commitment is required, but billing can be monthly. The
subscription auto-renews at the end of the subscription term.
 Sales force CRM has upper hand over Microsoft CRM dynamic professional
plus on basis of On Demand Service

24. CONT………..
Sales force CRM vs. Sugar CRM by IBM
 Sales force CRM provide office integration support also provides for
a Web-based interface and Native access via Microsoft Outlook.
However, Sales force Enterprise version alone provides for Web
service support
 Sugar CRM from IBM requires Exchange, Riva Integration server
provides native support for Snow Leopard Mac iCal, Mail and Address
Book and Microsoft Entourage for Mac.

25. CONT………..
Sales force CRM vs Oracle On Demand CRM
 Sales force had Government information support, Proprietary
licenses, Template, Multi Languages, Multi currency, Customizable
data fields as Channel management features
 It also surpassed On Demand CRM on basis of Collaboration features like
mobile access, remote access and tracking, work flow rules and management
Lack of email marketing and Mailing list management was also demerit of
oracle
 Roles organizational hierarchy was missing also security admin profiles
were not there in on demand CRM
However it was costing around $70 per user per month over $125 of SF
CRM

26. CONT………..
NetSuite CRM VS Sales force CRM
NetSuite CRM lacked Financial and Government
support in Industry solution feature
Collaboration feature does not has chatting feature
Security features lacked Data Encryption and Field level
security support
Market automation lacking Social Media Support

27. Integration of various functions on sales cloud
Sales
force.com
Social
Mobile Chatter
Enterprise
Social

28. CONT………..
Salesforce.com is pushing a cloud vision called
the ―Social Enterprise‖.
To engage customers, co-workers, partners via
social media.
Databases are maintained in real time.

29. Expanding Business
Sales
force.com
Google
applications
More Tasks
accomplished
through Web

31.  Currently considered as Distribution deal
galvanize On Demand software

32. Force.Com
 Application development Platform for independent software developers
 Small organizations can download these software's online

33. CONT………..
App
Exchange
Force.com
Third
Party
software Add Ons
Development

34. What is App Exchange?
Paas (Platform as a Service).
Build, develop, customize and market your
applications and share it.
No need to purchase and install the software.

35. Benefits of APP Exchange
 Showcase their talent and take their application to market quickly.
 Rapport with potential customers.
 It provides the easiest and fastest access to over a thousand apps.
 Innovative applications.
 Demos and content, administer free trials, and provide support
information.
 Reviews can be posted.

36. Occasional Outrages
SLA
RaaS
Real-time sandbox environments

38. Q 1. What are the advantages and Disadvantages of SaaS model ?
ANS: Advantages
High Adoption
Lower Initial Costs
Painless Upgrades
Seamless Integration

39. Cont….
• Disadvantages
 Some organizations find it very difficult to relinquish control or trust
third parties to manage their applications and data.
 Some vertical markets require industry specific business applications
for which SaaS solutions are not available.
 Organizations without clear Customer Relationship Management
objectives and defined business processes will be no better off with a
CRM SaaS solution than with an on-premise solution.

40. Q 2. What are some of the challenges facing Sales force as it continues its
growth ? How well it will be able to meet those challenges ?
ANS: Challenges:
 Beat the competitors
Like Oracle, SAP, Microsoft, IBM, NetSuite
 Expansion of business
Currently used by sales person for keeping track of leads, Customer list.
Company is trying to provide additional functionality.
 Availability of services
Customer depend on service being available 24x7
occasional outrages have occurred.
Solutions:
 Introduction of App exchange that is Paas System to compete with competitors
Various features available in software which surpass Microsoft, Oracle, SAP, IBM
and NetSuite.
 Real-time sandbox environments.
 Tie up with google for Expansion.

41. Q 3. What kind of business could benefit from switching to sales force and why?
Ans:
o Salesforce gives companies a single place to store all their
information and can only be accessed by authorized
employees. So almost any company can benefit from using
Salesforce.com but the ones that could benefit most are:
 Small to medium size businesses are most likely to benefit
because of lower cost and their inability for in-house computing.
 Businesses that are trying to increase the sophistication of their
computing abilities could also benefit from using Salesforce.com
applications (as long as the two are compatible).
 Businesses that rely on Smart Customer Management would
benefit immensely from the tools available at Salesforce.com.
 Also, companies that have small sales and Marketing firms can
benefit from the Salesforce.com business model.

42. Q 4.What factors would you take into account in deciding whether to use Sales
force for your business ?
Ans:
 Businesses should assess the costs and benefits of the
service, weighing all people, organization, and technology
issues.
 Does the software-as-a-service applications integrate
well with the existing systems?
 Does it deliver a level of service and performance that‘s
acceptable for the business?
 One more important thing to take into account is reliability of
Internet Service as Salesforce.com applications require
constant internet connection.
 Finally, one would also need to think about any Security Issues
that could affect the business while using cloud computing.

43. Q5.What are the most popular applications on App Exchange ? What kinds of
processes do they support ?
Ans:
 Data Loader for Sales force: Used to quickly import, export and delete
an unlimited amount of data in Sales force
 LinkedIn for Sales force: Sales intelligence from LinkedIn - directly in
Salesforce.
 Dupe Catcher, Real Time DE duplication: DE duplication of leads, accounts (both
person and business), and contacts
 Conga Composer: Conga Composer - One click to proposals, account plans,
contracts and more

44. Q6.Could company run its entire business on Salesforce.com and App
Exchange? Explain your answer
Ans:
Yes, certain smaller enterprises can be run through
salesforce.com and app Exchange because now app
exchange has following applications in addition to
previous i.e.
Human Resources
Legal
IT
R & D
Sales Operations
Finance & Accounting

45. Q7.Which kind of companies more likely to use app exchange?What does this tell you
about how Salesforce.com is being used?
Ans:
AppExchange is a community where you can
build, develop, customize and market your applications
People across different service sectors like business
analysts, developers, IT and finance professionals, to name a
few, use AppExchange to their advantage.
These are being used by middle or small size enterprises as
it is sufficient for their application needs.
Also these Apps are free being developed by someone for
trial small enterprise can easily test particular app.