2-Salesforce - CRM Basics (1 Day)

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Salesforce.com
A global web-based application and cloud computing company best known for its customer relationship
management (CRM) product. Salesforce specializes in software as a service (SaaS) to help users handle all of
their business needs.
Salesforce is a customer success platform, designed to help users sell, service, market, analyze, and connect
with their customers.
Salesforce has everything required to run a business from anywhere. Using standard products and features,
users can manage relationships with customers, collaborate and engage with employees and partners, and store
their data securely in the cloud.
But standard products and features are only the beginning. This platform allows to customize and personalize
the experience for customers, partners, and employees and easily extend beyond out of the box functionality.
It is a suite of CRM products that work together to make today’s corporations function more efficiently and
profitably. They touch many functional areas in the company.
CRM
CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about
customer’s needs and behaviors in order to develop stronger relationships with them.
This technology allows users to manage relationships with their customers and track data related to all of their
interactions. It also helps teams collaborate, both internally and externally, gather insights from social media,
track important metrics, and communicate via email, phone, social, and other channels.
The more useful way to think about CRM is as a process that will help bring together lots of pieces of
information about customers, sales, marketing effectiveness, responsiveness and market trends.
Advantages of CRM
• Discover new customers. • Help sales staff close deals faster.
• Increase customer revenues. • Make call centers more efficient.
• Provide better customer services. • Simplify marketing and sales
• Sell products more effectively. processes.
Salesforce Architecture:
Salesforce.com's customer relationship management (CRM) service is broken down into several broad
categories which are: Sales Cloud, Service Cloud, Data Cloud, Marketing Cloud, Collaboration Cloud,
Analytics Cloud and Custom Cloud (including Force.com)
Disclaimer
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without prior written agreement from AptarGroup, except as allowed by the limited license contained in these Conditions of Use. You may not, and these Conditions of Use do not give you permission to,
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Salesforce By: Shrey Sharma

Plot no.8, Pratap Nagar Scheme 3, Near Glass Factory, Tonk Road, Jaipur, Rajasthan 302015
Phone: +917568697474 Website: www.shreysharma.com
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Chatter:
Chatter makes the business social and facilitate connections. It provides collaboration features and capabilities
to any application built on the Force.com platform.
Sales Cloud: - Manage sales process end-to-end. When organizations develop product in force.com for sales
then it comes in Sales Cloud.
Service Cloud: -
Support customers after the sale. When organizations want to provide some facility and also provides support to
the clients then it comes in Service Cloud.
AppExchange:
Salesforce AppExchange is Salesforce.com's cloud computing marketplace, through which end users can
access, download and install custom applications.
Data.com:
Data.com is a cloud-based automated system for acquiring and managing CRM records within a user's
Salesforce.com account.
Heroku: Heroku is a cloud platform as a service (PaaS) supporting several programming languages. It
supports development in Ruby on Rails, Java, Node.js, PHP, Python, Scala and Clojure.
Radian6:
Radian6 provides social media monitoring and analysis, in an automated solution that tracks conversations
across different online channels from social media to websites.
Site.com
Site.com is a content management system available on cloud. It follows concept of "Create Once and Publish
Anywhere". It allows to create own websites, social channels like twitter, Facebook.
Site.com provides WYSIWYG-style tools to build and deliver web sites.
Database.com
Disclaimer

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Database engine for cloud application developers.
Benefits of Salesforce:
• It is highly customizable
• It is the one which come with three major
releases adopting to the user’s requirement,
which is increasing the user’s adoptability
rate.
• It has got highest user adoptability rate.
Disclaimer


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What are the main components of Salesforce?

What are some advantages of using CRM?

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Salesforce By: Shrey Sharma

Salesforce By: Shrey Sharma

Database engine for cloud application developers.

Salesforce By: Shrey Sharma

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