copy of training day 1

7/30/2019 Copy of Training Day 1

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Salesforce.com CRM23rd April, 2012


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What is CRM ?


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What is CRM?

The simplest, broadest definition can be found in the name: CRM is a comprehensive way to manage the relationship with your customers including potential customers for long-lasting and mutual benefit. More specifically, modern CRM systems enable you to capture information

surrounding customer interactions and integrate it with every customer-related function and data point.

The resulting information mosaic is then used to create and automate a variety of processes that identify, and describe, valuable customers.

Most important, these processes help you personalize new and ongoing interactions to cost-effectively acquire, stay close to, and retain these

"good" customers.

Put another way, there are good customers and not-so-good customers. Can you tell them apart? What will it take to keep the good ones good

(or make them better) and how can you get more of them? Can you improve the not-so-good ones and is it worth the effort? Now apply

these principles automatically, to your entire customer base and prospect pool, as your business and the market evolve over time. That is CRM.

CRM: The PayoffOn the plus side, customers with successful CRM systems report higher profits; lower costs to attract and retain customers; greater customer

loyalty; and smoother, more streamlined workflows. Specific benefits cited include: More timely and targeted customer services

Increased per-customer revenues

Greater cross-sell and up-sell success

Trimmed sales cycles

More-efficient call center operations

Improved sales forecasting

Fewer customer problems Better-informed marketing decisions


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SubscriptionMulti-tenant

The Cloud Computing Model: Multi-tenant, Subscriptions

Faster Vendor Innovation

Economies of Scale

Automatic Upgrades

Multi-tenant

Pay-as-you-go

Elastic

No Capital Expense

Modest Operating Expense

Scales With Your Business

Yefim Natis, VP, Distinguished Analyst


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IBM/DEC MainframesClient/Server

Systems

1970 1990 2000

On-Demand

Utilities

The Internet Changes Enterprise Software
http://c/Documents%20and%20Settings/Documents%20and%20Settings/Sara/Local%20Settings/Temporary%20Internet%20Files/Local%20Settings/Documents%20and%20Settings/MYamamoto/Documents%20and%20Settings/MYamamoto/Local%20Settings/Documents%20and%20Settings/MYamamoto/Local%20Settings/Temporary%20Internet%20Files/Local%20Settings/


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Applications Moving to the Cloud

Today

Cloud ComputingApplications

1960s

Mainframe

1980s

Client/server


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1960s

Mainframe

1980s

Client/server

Platforms Moving to the Cloud

Today

Cloud ComputingPlatforms


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On-Premise vs On-Demand CRM

Build Your Own

Traditional Software

Plug In & Subscribe

On-Demand Utility

On

PremiseSaaS
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ENTERPRISE

MARKET

MID-MARKET

SMALL BUSINESS

Cloud Computing Serves Companies of All Sizes

~3,200

~65,000 ~30,000Enterprise Std ~30,000

~4,000

Number of Subscribers

~5,800~9,000

~3,000

~5,500~6,300

~3,500
http://www.omniture.com/


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The Fastest, Easiest and Lowest Risk Path to IT Success

Client/Server & AppServer Platforms

Platform as a Service


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What is Salesforce.com?


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Salesforce.com is a global enterprise software company headquartered in

San Francisco, California, United States. Best known for its Customer

Relationship Management (CRM) product, through acquisitions Salesforce

has expanded into the "social enterprise arena." It was ranked number 27 in

Fortune's 100 Best Companies to Work For in 2012

Salesforce.com

The Company was founded in March 1999 by former Oracle executive Marc

Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez as a

company specializing in Software as a Service (SaaS).


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Cloud Computing Enables Reactive Innovation

26 Major Releases in 9 Years

All Customizations UpgradedAutomatically

No Customers left behindEvery customer on the latest

version of salesforce.com


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Proven Scalability and Performance

Delivering 180+ Million Transactions Daily

0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0

11.0

12.0

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2

0

250

500

750

1,000

1,250

PageResponse

Time(ms)

QuarterlyTransactions

(billions)

2005 2006 2007Fiscal Year 2008


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SFDC Architecture


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Force.com Platform Architecture


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The Fast Way to Build in the Cloud

Unlimited Real-TimeCustomization

Granular Security& Sharing

ProgrammableCloud Logic

Real-Time Workflow& Approvals

Programmable UserInterface

Real-Time MobileDeployment

Real-Time

Analytics

AppExchange

Integrated

Content Library

Real-Time

Websites


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Editions


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Salesforce.com Editions

Personal Edition

Contact Manager

Group Edition

Professional Edition

Enterprise Edition Unlimited Edition

Developer Edition

Force.com Free Edition

Database.com Edition


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Salesforce.com Editions Pricing


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Sales/Service Cloud


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Service

Cloud

Manager

Call Center

EmailSearch

Social

Join the Conversation

Partners

Chat

Customer PortalIdeas


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Social CRM


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Social CRM


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Complete Partner Lifecycle ManagementIncrease channel effectiveness with Salesforce PRM

Automate

Recruitment

Market Sell Measure

View Every

Metric

Improve

Effectiveness

Generate

Loyalty

Recruit

Sales Analytics

Forecasting

Dashboards

Data Quality

Management

Partner

Recruitment

Partner Account

Management

Partner Training

Channel Plans

Lead Management

Partner

Communications

Funds &

BudgetingManagement

Document

Management

Deal Registration

Opportunity

Management

Activity Management

Pricing Management

Workflow


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Radian6


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Radian6

Listen, Analyze and Engage in conversations

with your customers on the public social web

Listen to the dialogue about your brand and company

Measure and analyze those conversations

Engage in Real time

Radian6 Social Marketing Cloud will focus

on five key social marketing tools

Social Monitoring

Social Insights

Social EngagementSocial Workflow

Social Websites

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Force.com Sites


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Force.com sites


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Use Cases


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Branded Domains


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Personalization the Experience for Your Customers

Multiple Branded Portals - Differently branded portals for different sets

of users, customers, products or users

Portal User Profiles - to drive different page layouts, record types andaccess for different user segments

Portal Role Hierarchy and Sharing- 3 level role visibility and includeportal users in sharing rules

Portal List Views Create and expose list views to portal users

Update My Profile Portal users can keep the user and contact

information up-to-date

Advanced Case Management & Knowledge Base

Edit and Close Cases - Edit and close as the portal user

Cross Account Case Visibility enable specific portal users to viewcases across an account hierarchy

Case Deflection using suggested solutions - Offer matching

solutions using suggested solutions to deflect cases and reduce costs

Search My Data- Cases, activities, custom objects

Associate Assets to Cases Associate assets to cases in an account

Rich Content Solutions Search and browse rich content solutions

Expose Documents Expose product documents, patches and files


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Create and Share Custom Apps with your Customers

Custom Objects and Tabs- Expose custom objects to portal to enableadditional self service processes

Web Tabs Create mashups and Integrate other apps

Customize using the force.com platform and Apex Code

Customization Features Apex Code, S-Controls, Custom Buttons,Custom Links, Custom Fields etc

Full User API and Single Sign-On Capabilities

Expose AppExchange Apps to your customers

Project management, collaboration, spreadsheets etc

Provide a branded experience to your customers

Customizable Homepage and Branding Login page, Homepage,Logo, Header and Footer customization

Look and Feel Style editor for fonts and colors


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Chatter


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Salesforce Chatter


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For Sales Stay on top of changes in customer accounts

Collaborate on deals in context

Find colleagues who know your decision makers

Locate product and industry experts

Discover new references and competitive insights

For Service Follow high-priority cases and product updates

Locate expertise in other departments

Collaborate in real time to solve complex cases

Get alerts on upcoming SLA milestones

Share the latest case updates with sales

For Custom App Development Chatterize any custom app built on Force.com

Add collaborative features to any app you build

Browse and deploy hundreds of collaborative apps on the AppExchange

For Company-wide Collaboration Collaborate with anyone in your organization

Receive real-time updates when app data changes

Share files instantly and collaborate in context

Click to create groups and collaborate on anything

Reduce unwanted email blasts and reply all emails


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Sales Deal CollaborationWork together on deals, and share information, files, links and important updates

right on the deals that you care about


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Stay on top of Critical Information

Stay on top of everything that matters to you, such as deals, cases, invoices,people, and more by following them in Chatter


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Share Documents You Are Working On

Use Chatter to share documents and files you are working on, and collaboratewith people in real-time, right from within the feed.


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Account CollaborationBoth Sales and Support teams can quickly and easily share information about key

Accounts to address issues in real-time.


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Discover New Information

Learn about new information from people you know and people youdont.

With Chatter you will discover new information and new people that canhelp you do your job better.


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Thank You

Trusted Advisor. Strategic Business Partner. Expert Implementer.