Salesforce.com for CRM - 2 views
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louwnaw on 02 Apr 10Salesforce http://www.salesforce.com/au/ Salesforce.com is a sales and service, customer relationship management (CRM), cloud computing operation. To date, 72,500 Companies have made Salesforce Sales Cloud, Australia's most-popular collaborative sales application. Some corporate customers are: BlueScope Steel, Crocs, Langdon Ingredients, Mission Australia, Australian air Express and many more. Features of the application: Accounts and contracts: An abridged customer overview. Marketing and Leads: Manage multichannel campaigns and turn prospects into sales. Opportunities and Quotes: Real time quote, product tracking, sales process, schedule automatic email reminders to keep teams up to date. Approvals and workflow: Eliminate redundant tasks, modify workflow, respond to order requests, define, administer and analyse territories and alter boundaries easily. Email and productivity: Synchronise or embed Salesforce with Microsoft Outlook, Lotus Notes, Google Apps, Microsoft word and Excel address book, calendar and email. Personalize email with templates. Genius: Share best practices, sales tools, supporting material, case studies, and similar deals from mentors. Content Library: Integrated content library with web features like tagging, search and ranking, find the latest presentations and information and marketing tools. Analytics and Forecasting: Dashboard graphics to display performance indicators at a glance. Generate reports and forecasting from valid data. Partners: Collaborate with partners in real time, sharing leads, opportunities and tasks towards greater loyalty. Mobile: Salesforce comes with free Mobile Lite or upgrade to the full version. Get instant access to vital information and dashboards. Service Cloud: The platform for modern customer service. Service cloud is a Call centre, a customer portal, integrates with Twitter and Fac
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anonymous on 03 Apr 10Cloud computing and businesses seems to be a perfect match. With a report found on Sales Force's website, Predicts 2010: Customer Service Meets Social CRM (Maoz, Jacobs, Davies, & Thompson, 2009), finds that tapping into social networks improve marketing, sales and service processes; when planning social networking projects, consideration about the dominant social networking sites needs to be addressed; and by 2011, all customers will be able to perform their own self-service functions on CRM packages. The report Predicts 2010: Customer Service Meets Social CRM relates to what louwnaw (2010) comments on about social networking integration: "Service Cloud: The platform for modern customer service. Service cloud is a Call centre, a customer portal, integrates with Twitter and Facebook." To in enhance productivity, Sales Force also allows itself to integrate into other products (louwnaw, 2010). Being a cloud service means that it can be accessed by anyone with an internet connection, and as Sales Force promote, no software to be installed. As "it all runs online, in the cloud, you avoid the expense of infrastructure and headaches of software." (Sales Force, 2010c). The real time chat feature allows for any user to communicate and collaborate with one other, encouraging dynamic interactions between people and groups (Sales Force, 2010a). With a great deal of success stories, it is not hard to see why so many companies have chosen this product (Sales Force, 2010b). louwnaw (2010). Salesforce.com Australia Retrieved April 3, 2010, from http://groups.diigo.com/group/net-308-at-oua Maoz, M., Jacobs, J., Davies, J., & Thompson, E. (2009). Predicts 2010: Customer Service Meets Social CRM. Retrieved from http://pointonemedia.com/app/portal/mm/customerservice-meets-social-crm.pdf Sales Force (2010a). Chatter Retrieved April 3, 2010, from http://www.salesforce.com/au/chatter/ Sales Force (2010b). Customers Retrieved April 3, 2010, from http://www.
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louwnaw on 03 Apr 10Twitter has a more open platform than Facebook and present opportunities for businesses to tap into the online conversations of their customers and initiate micro-interactions with them. (Schindholzer, B 2009) David Markus from Smartcompany .com says functionality, ease of use, stability, price, support, level of integration with other tools and security for cloud computing are the criteria to evaluate web-based collaboration technologies on. Countless case studies confirm that Salesforce.com meet these criteria. Reference Sales Cloud Features Datasheet.( 2010) Retrieved on 1/4/2010 from: http://www.customer-experience-labs.com/2009/06/11/five-use-cases-to-leverage-twitter-for-your-business/ Markus, D.(2010)Retrieved on 30/3/2010 from: http://www.smartcompany.com.au/