What Is Salesforce CRM? | Salesforce CRM Tutorial For Beginners | Salesforce CRM Training | Edureka

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What Will You Learn Today?
What is a CRM?Why CRM? How CRM works?
SFDC business objects Salesforce CRM features Use Case – Wells Fargo
1 2 3
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Why CRM?

Why CRM?
 CRM system is centralized which is available anytime on fingertips
 Avoid paper and manual work
 Build and maintain strong, loyal relationship with customers and prospects
 Reduce process time and increase productivity
 Data tracking - what is selling and who is buying
 Consistent user experiences across all touch-points
 Real-time access to all customer information to enable quick decisions

What Is A CRM?

What Is A CRM?
CRM stands for Customer Relationship Management. It is a business tool that allows you to manage all your
customer, partner and prospect information all in one place.
 CRM uses technology to organize, automate, and synchronize
business processes - principally sales, marketing, customer service
and technical support.
 Purpose :
» Retain existing clients
» Energize dormant accounts/clients
» Acquire new clients
GROWTH
Shareholder
Value
Creation
Marketing
Orientation
Information
Technology
Innovation
CRM

Manages all data in one
place
High installation and
maintenance cost
No personalized
service
High client attrition
In a cloud-based system,
you don’t own anything
Real-time customer data,
personalized service
High customer lifetime
value
Traditional Process - Siebel
Unused data
Cloud CRM - SFDC
Traditional Vs Cloud CRM

How CRM Works?

Easy AccessMultitenant Architecture Easy Customization
 All users share a single,
common infrastructure
and code base that is
centrally maintained.
 Ability for each user to
easily customize
applications to fit their
business processes.
 Access to data from any
device - making it
easier for everyone to see
the same information at
the same time.
How Do These CRM Systems Operate?

Salesforce CRM
Fast
Deployment
Automatic
software
updates
The ability to
work from
anywhere
Scalability
and cost
reduction
Increased
collaboration

Benefits of Salesforce CRM
 Connects 1:1 with customers
 One place to store all your customer data
 Reduces manual efforts
 Increase customer loyalty, retention and satisfaction.
 Accelerate sales productivity
 Get more customer insights
 Increase overall growth of your business

SFDC Has Highest Market Share In CRM
Worldwide CRM Software Spending by vendor, 2015
Market Size: $26.2B, Up 12.3% From 2014
Worldwide CRM Software Spending by vendor, 2015
2014-2015 Growth (%)

SFDC Leader In CRM Gartner Magic Quadrant

SFDC Standard Objects
A contact is any individual or influencer associated with an account
A lead is any person, organization or company that may be
interested in your products. Leads are not yet customers
A case is a detailed description of a customer’s feedback,
problem or question
A solution is a detailed description of a customer issue and its
resolution
An opportunity is any potential revenue generating event
Contacts
Leads
Case
Solutions
Opportunities

An account is an organization, individual or company involved with
your business such as customer, competitor or partner
A forecast is your best estimate of how much revenue you can
generate in a quarter
Written agreements with your customers
It keep records of items, prices and descriptions of what you sell
Accounts
Forecasts
Contracts
Products

A campaign is any marketing project that you want to plan, manage
and track in salesforce
You can track your tasks and schedule calendar events.
Centralized location for storing and sharing company files
Reports are summaries and analysis of your data which you can
display or print
Campaign
Calendar and
Tasks
Reports
Documents

Data Process Flow
Activities
A
c
t
i
v
i
t
i
e
s
Campaigns Lead
Account
Contact
Opportunity
Tasks Events Calls Emails
Tasks
Events
Calls
Emails

Salesforce CRM Features

Features
Marketing and sales leads – Measures customer engagement by tracking
email/activity history of a profile and convert them to customers.
Contact management – You can pull in all your customer’s data which
includes activity history, key contacts, customer communications etc.
Real-time visibility – You can gain real-time visibility of your contact center.
Opportunities and quotes - Create opportunity and quote where you can
represent your customers the prices of the products and services that you
offer.

Features
Build and run innovative apps - You can get the flexibility and control to
build, scale and manage all of your apps.
Forecasting – You can have real-time access of your entire team’s forecast by
creating the right pipeline and correlating them.
Approvals and workflow – Workflow rules let you create email alerts, update
fields or send outbound API messages. Approval processes automate the
approval of articles.
Social accounts and contacts - Leverage social media platforms to engage
customers and get more customer details.

Features
Chatter – Chatter helps to connect, engage and motivate customers. It
collaborate on sales opportunities, service cases, campaign etc.
Analytics – It is a platform where you can easily access the data, create
dashboards, perform analysis and get insights.
Email integration – It provides integration which are devoted to customer
service, support and customer experience.
Communities for sales - Online community software that enables companies
to connect customers, partners and employees with each other.

Pricing
• Enterprise features
• Service Cloud
• Data.com & Work.com perform
• Multiple sandboxes
• Unlimited custom app
development
• Premier + success plan
PERFORMANCE – $300
• Professional features
• Workflow & approval automation
• Integration via web service API
• Profiles and page layouts
• Custom app development
• Salesforce Identity & AppExchange
ENTERPRISE – $125
• Accounts & contacts
• Task & event tracking
• Outlook, email integration
• Salesforce1 Mobile App
• Content library
• Customizable reports & Chatter
CONTACT MANAGER –
$5/user/month
GROUP – $25/user/month
• Contact Manager features
• Opportunity tracking
• Lead scoring, routing & assignment
• Email templates & tracking
• Group features
• Mass email
• Campaigns
• Customizable dashboards
PROFESSIONAL –
$65/user/month

Use Case – Wells Fargo bank

Use Case
Customers not connected
No tools to cater customer
needs
Unsatisfactory user
experience
Improve Productivity
Salesforce
CRM
Sales Cloud
Service Cloud
Chatter
Challenges faced Products used
WELLS
FARGO

Solutions
Social
xyz
Deepen customer
relationships
Social channels
Key point in Economical Key point in Social
Chatter
• Wells Fargo wholesale banking
has nearly 300 distinct
products and services.
• Using salesforce CRM, they
found a way where customers
communicate, connect and
share their opinions.
• Wells Fargo bank used social
tools as a way to help people
connect around customers.
• Using social channels, they
connect around building
products and risk
management practices.
• Wells Fargo used Chatter which
provides collaboration features
and capabilities to allow a user
to share information.
• It connect every employee with
the files, data and experts they
need - anywhere, anytime.

Course Details
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