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What is CRM in SalesForce

What is CRM in SalesForce

CRM (Customer Relationship Management) is an information industry term for methodologies, software and usually internet capabilities that helps on “enterprise manages customer relationships” in an organized way. It is a kind of business tool that allows you to manage all your customers, partners and prospect information all in one place.

It includes helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality loads for the sales team.

CRM technology is offered on-premise and on-demand or through software as a service.

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→     ORACLE on – demand                                                           ->  SAP – CRM

→     Sales force CRM                                                                       ->  SIEBEL – CRM

→     Microsoft Dynamics

→     VTiger

CLIENT – SERVER ARCHITECTURE:

The following is an architectural overview of client-server. In this architecture, the end user acts as a client to the service provider, whereas the service provider has its own centralized system known as the server. Once the user connects to the server, they get full rights to access their data.

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SALESFORCE CRM (SAAS):

  • Cost is reduced
  • Complexity is also reduced
  • Time is saved
  • Resources are also reduced.

CRM in Salesforce and cloud-computing model (SAAS) provide many benefits to enterprises involving only moderate operating expense and offering a “pay-as-you-go”, elastic model that can scale with your changing needs. CRM in salesforce solutions offer the fastest path to customer success in the cloud.

Salesforce CRM

   Salesforce is one of the CRM-ERP applications.

   Salesforce.com is a subsidiary of force.com

The slogan of the sales force is no h/w, no s/w, no o/s, no DB, no IT overhead, no headache.

SALESFORCE LOADING PROCESS:

  • Salesforce will charge from the customers,  based on their user base and duration base.

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Force.com                  }         platforms in cloud computing

Salesforce.com          }

Apex → programming language

Visual force → markup language

Salesforce.com is a cloud computing platform where we have inbuilt or predefined application

Force.com is a cloud computing platform where we can create and customize a new application.

Developer force log in URL:

http://www.developerforce.com/events/regular/registrict.php

Salesforce.com is hosted on force.com.

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Salesforce.com is driven through 6 clouds:

  1. chatter.com → people have the possibility of visiting here and exchanging thier ideas.
  2. Sales. Cloud → marketing and sales
  3. Service. cloud → support/call center
  4. force.com cloud → It provides a platform (PAAS)
  5. database.com cloud → provides DB to store information
  6. data.com cloud →contains business contact related information

                                Jigsaw (termed for ‘reentry’)

                                Search engine pertaining business information.

CRM goal:

                 Keeping track of business partners and customers.

developerforce.com → Tells us how to use platform

sucessforce.com → contains success stories

appxchange.com → contains gels, packages, applications → free or cost

salesforce.com editions

  • Contact manager
  • Group
  • Professional → 20 objects are equal to 1 application
  • Enterprise → 200 objects
  • Unlimited → 2000 objects

Force.com editions:

  • Developer free edition
  • Enterprise with one application
  • Enterprise with multiple applications
  • Unlimited with one application
  • Unlimited with multiple applications

We can’t delete anything in salesforce.com, but we can do overriding.

We can’t even edit the properties also.

There are three types of environments in salesforce.com,

  1. Developer environment
  2. Sandbox environment
  3. Production environment

The sandbox is an exact replica of PRD, which is used for developement and testing purpose.

Sandbox environment login URL:

test.salesforce.com

PRD environment login URL:

login.salesforce.com

How data is stored?

Application:

Objects ↔ tables

Fields ↔ columns

Record ↔ rows

 Present version of salesforce.com is winter 12

Applications:

application

Tabs → selection zone

Objects → table in DB

Fields → columns

data

Processing

Acquiring

—>migration (static)  → files

–>integration (Dynamic)  → .net, Java, SAP, oracle.

Integration is done through web services

Standard components or applications in saleforce.com are:

1) Marketing → companies → mechanism to create awareness

                → loads → entries who are interested in our business.

2) Sales → sale the product and the organization, get revenue

                    → account → company/organization/individual

                    →  contact → people to contact to that ACC

                    →  opportunity: who are providing more revenue/sales.

3) Call center → cases:-enquires or problems

                                   → solution: sequence of steps.

                                   → answers: get back for our questions

CRM lifecycle

Marketing → business promotions of the product

Sales → sale the product

Call center → customer care service against the product

http://www.crmsalesforcetraining.com/wp-content/uploads/2014/05/campaign-management.png

Two portals:

  1. Customer portal → CRM activates
  2. Partner portal → PRM activates

Standard objects:

This section provides a list of standard objects;

  • loads → opportunities → dashboards
  • accounts → cases → workflows → products
  • contacts → solutions → ideas
  • documents → reports → users.

Setup → start working

System log → run line information

Logout → stop workingIDE: Integrated develop environment

http://na12.salesforce.com/home/home.jsp

http://ap1.salesforce.com/home/home.jsp

The navigational sidebar includes expandable lists of all the tools that are available in the setup area.

→ there are three types of setups in sales force:

1) Personal setup: These tools control individual preferences and all are available to users.

2) Application setup: These tool configure the standard objects, custom objects, and custom applications that are deployed and are typically used only by administrations.

3) Administration setup: These tools configure the platform as a whole and are typically used only by administrators.

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 CRUD Permission

CRUD is the table level permission.

  C    :     Create

  R    :     Read

  U    :    Update

  D    :    Delete

 User → 1 profile

 User → 1 role

The Default profile is a system administrator  → privilege to create users, roles, profiles and page layouts.

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