customer relationship management heads to the cloud

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CUSTOMER RELATIONSHIP MANAGEMENT HEADS TO THE CLOUD By Group 7 Nittiaraj A/L Perumal Samihah Ahmed Aliaa Mohd Ziyadi

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customer Relationship Management Heads to the Cloud

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Page 1: customer Relationship Management Heads to the Cloud

CUSTOMER RELATIONSHIP MANAGEMENT HEADS TO THE CLOUDBy Group 7

Nittiaraj A/L Perumal

Samihah Ahmed

Aliaa Mohd Ziyadi

Page 2: customer Relationship Management Heads to the Cloud

Introduction

• Salesforce is the worlds' first and most popular CRM system headquartered in San Francisco. With more than 82,000 companies and 100,000+ customers rely on this dynamic, web-based, low-cost CRM platform.

• It was founded in March 1999 by former Oracle executive Marc Benioff Salesforce.com has its services translated into 16 different languages and currently has 82,400 regular customers and over 2,100,000 subscribers

• Salesforce CRM provides a complete solution for that includes feature-rich solutions for marketing, sales, services, partner management and community management.

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Salesforce Terminology

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Salesforce CRM

• Salesforce.com is the enterprise cloud computing leader. Our social and mobile cloud technologies—including our flagship sales and CRM application—help companies connect with customers, partners, and employees in entirely new ways.

• Salesforce Customer Relationship Management technology can streamline and automate your business processes with the cutting edge, logistical advantages of cloud computing technology. Synchronization across all channels, optimized internal collaboration and better access to proven data provide a greatly enhanced customer experience. 

• Low cost, low risk cloud based solution software service to buy.

• Complete solution includes feature-rich solution for marketing, sales, service, partner management and community management.

• Fast result because it drain resources on high value, low cost and focus on innovation

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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. Sales Cloud 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

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• Collabration Cloud - Collabration cloud consist of Salesforce Chatter and Radian6 service cloud which helps to connect with co-workers, customers, and partners to share experience and information across.

• Service Cloud - Service cloud increase agent productivity, reduces service costs, and gain better visibility into Service Organization. It includes Customer Portal, Live Agent, Contract and entitlement

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• Custom Cloud - Custom Cloud is infrastructure used to for building customized cloud application development for automation, analytics and approval processes.

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Types of applications

• Partners built ERP on Salesforce • Human oriented size• Structured Data • Like approval process • Internet & Portal type of applications • Long-tail apps

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How Salesforce is Useful

Salesforce.com offers a conclusive concept to deliver an easy to use CRM Software as a service using a dynamic, scale free cloud computing approach.

This satisfies the customer demand and leverages cost benefits for the customers of Salesforce.com.

Salesforce does a lot to create a productive, collaborative CRM environment.

The success of Salesforce.com is based on an excellent management, a clear company strategy and a business model, which uses cutting edge technology combined with a developer community and an easy to use platform, which is delivered in a very cost effective manner

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Q1: What types of companies are most likely to adopt cloud-based CRM software services? Why? What companies might not be well-suited for this type of software?

What types of companies are most likely to adopt cloud-based CRM software services? Why?

With CRM and ERP, a business can be up and running with the software quickly which less need for in-house IT staff or high levels of technical skills, and things like 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.

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.

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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 and

CRM cloud-based software. Employees must learn how to perform a new set of work activities. This requires new organizational learning and provides training for them. Companies that are unable to accept the changes and also provides training

for 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. 

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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 cost

of 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 requires significantly fewer capital expenditures to get up and running.

Cloud computing infrastructures offer much greater scalability, complete disaster recovery, and impressive uptime numbers.

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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.

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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 not own the infrastructure that supports the ERP and CRM systems.

Dependability: companies using cloud based CRM and ERP solutions might 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.

Organization:Human Resource Optimization: while traditional ERP and CRM solutions

demand for technical staff, cloud based solutions allows to optimize HR to focus on operation.

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Q3: Continued

Technology:Security; using the web as infrastructure, cloud based ERP and

CRM solutions suffer have difficulties in offering security comfort to companies that own sensible data.Availability; due to the web failure tolerant model, cloud based ERP and CRM solutions suffer from availability issues that might cause business operation failures