OVERVIEW ON SALESFORCE

Salesforce is a cloud computing software that deals with the connection between cloud technology and its customers. It majorly depends on ‘Customer Relationship Management’ (CRM). The cloud technology becomes the source of communication between the business and the customers. The actions of the customer can also be tracked through this technology. Before learning more about Salesforce online training, let us first try and understand the concept of CRM.

Customer Relationship Management (CRM):

The customer relationship management approach is based upon two main factors, data analytics and customer’s history with respect to the company. Every company uses various means such as live chat, telephone, email, company’s website, social media, and other marketing means to reach their customers. This helps them to know more about the process of targeting a group of audiences and knowing the needs of their customers. The concept of CRM started coming into the picture in the early 1970s and the customer needs were understood by having annual surveys. Later, with an increase in technology, various statistical methods of data analysis came into existence which amped up the game of CRM.

There are four types of customer relationship management. They are as follows.

Strategic CRM:

In this type, the customers are given primary importance. Information regarding customer needs and market trends are collected and studied. Products are manufactured based on the requirement of the customers keeping the market trends into consideration. Any company would be doomed if it does not give its importance to customer needs.

Operational CRM:

This is also the type of CRM that is completely based on customers and advertising of their products with respect to the needs of the customer through marketing, selling, and services. It is best suitable for large established businesses. It includes three automation services:

Salesforce Automation (SFA):

Here, technology is applied to manage selling activities. A sales cycle is standardized which includes modules such as product configuration, quotation and proposal management, accounts management, lead management, contact management, and opportunity for more salesforce admin training.

Marketing Automation:

This is a process where the marketing process is segmented which also includes campaign management, event-based marketing and promotions. These modules give permission to the market forces to use data of the customers to design, execute, evaluate the target offers, and also to communicate.

Service Automation:

This involves service level management, resolves issues, and also addresses inbound communication. It also involves diagnosing and solving issues related to the product. It uses Interactive Voice Response (IVR) system, where a customer interacts with business computers by using the rightful menu options. Most of the employees here can be connected through the auto-routing process as well. During the first contact, the products of the customers are retail outlets.

Analytical CRM:

In this customer relationship management, the customer-related data is captured, integrated, segregated, stored, modifies, processed, and reported. It provides detailed analysis and customized reports with the help of international business data which are sales data, finance data, and marketing data. The customer's demographics and lifestyle data is provided by business intelligence organizations. They pay a lot of attention to the internal data and choices of their customers. The analytical CRM sets different approaches based on the requirement of every customer. Customized and timely solutions are given to their problems, as it also gives them more prospects salesforce cpq training for sales.

Collaborative CRM:

In this, alignment between the business and strategies is done to identify, acquire, develop, retain, and maintain important customers. By following this path of CRM, many business organizations can conduct product development, market research, and market efficiently. This CRM benefits the business as it provides simple communication and transactions. It employs new communication methods such as ‘voice over internet protocol’ (VoIP), chat rooms, web forms, ‘electronic data interchange’ (EDI). ‘Partner relationship management’ (PRM) and ‘SugarCRM’ are the two examples of Collaborative CRM. They provide great efficiency and state-of-the-art social capabilities.

Before purchasing this software, the business has to consider few factors such as business strategy and process, business requirements, size of the business, customer base, budget, context, sales channels, system integration, and strength of partners.

Considering this complete concept of Customer relationship management as a base, Salesforce has been developed to serve all the aspects of modern business. All the products of Salesforce are based with respect to storage in the cloud and integrated data with external applications such as social media, Microsoft Office, content management systems, and Gmail. Salesforce developer training can be customized by the customer catering to the needs of his business. The users of Salesforce can utilize the detailed account and contact management so that they can keep informing their customers regarding the progress of the work. Its modules track the leads, score them, and relate them to the product and services that are most appropriate.

The Salesforce also has a mobile application that is in turn connected to the Sales cloud. This extension makes it simple for logging, visualizing, and utilizing the sales data even in the absence of the employee. As modern customers are expecting immediate solutions to all of their problems, the users are allowed to build self-service customer service-portals through the Service cloud to increase the speed and efficiency of the interaction with their customers. Its ultimate aim is to decrease the handing time of each case. Boasting about the integration with telephony is done by the service cloud and it is particularly useful for large businesses that use contact centers for customer services.

The ‘marketing cloud’ is the solution for Salesforce to build and track the journeys of customers. The content related to it is extracted by the company through various means such as social media. Later, the marketing cloud analyses every individual customer to know about them more so that business deal could be actually considered a huge sale for the customer. The marketing cloud’s integration with the other services helps to set a theme for the Salesforce lightning training products through data-driven insights. Digital marketing is another concept that hugely contributes to this process.

Advantages of Salesforce:

Many companies around the world have now realized the importance of Salesforce and CRM. Here are a few advantages of this concept that are listed.

It has an enhanced ability to target the required customers.
It has integrated assistance across channels.
It has improved the pricing and value of the company.
It provides customized products and services.
It connects all its customers and its working means on a single platform.
It has enhanced sales and productivity.
It helps to improve customer service effectiveness and efficiency.

The minimum system requirements to have Salesforce are internet connectivity and a Salesforce online application that is compatible with one among various browsers like Google Chrome, Mozilla Firefox, Microsoft Internet Explorer, and Apple Safari. Few major applications of Salesforce are seen in incall centers, social media, location-based services, business-to-business transactions, and contact center automation.

Salesforce is currently one oamfngthe highly desired skill globally. It is considered as a complementary skill besides other IT and programming skills. The flexibility of Salesforce is increasing day by day along with an increase in technology related to media, retail, and communication. Hence, pursuing this certification course will add up to your basic skills and might set you and your resume in a higher place. Know more information on Salesforce einstein analytics training from live experts at Salesforce Online Training