Salesforce CRM

05/08/2009

TELECOM-MOTOROLA Keerthana M keerthana.m@tcs.com

TCS Public

Salesforce CRM

Table of Contents

About this Training Material.................................................................................... 3 Intended Audience of This Training Material.................................................... 3 Purpose of the Document ........................................................................................ 3 Introduction to CRM ................................................................................................... 3
Purpose of CRM ........................................................................................................3 Types of CRM............................................................................................................4 Open Source CRM.....................................................................................................4 Web Based CRM .......................................................................................................4 Enterprise CRM .........................................................................................................5 CRM Tools.................................................................................................................5 Web Based CRM .......................................................................................................5 Open Source CRM.....................................................................................................5 Enterprise CRM .........................................................................................................5

Overview of Sales Force ............................................................................................ 6

Sales Force Automation.............................................................................................6

Work flow of Sales Force ........................................................................................... 8 Modules of Salesforce ................................................................................................ 9

Account and Contact Management............................................................................9 Opportunity Management ........................................................................................12 Activity Management...............................................................................................13 Lead Management....................................................................................................14 Forecast Management ..............................................................................................14 Report Management.................................................................................................14 Dashboard Mechanics:.............................................................................................15

Advantages of Using Sales Force CRM ..............................................................16 References: ...................................................................................................................16

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About this Training Material

This training material covers the basics and types of CRM. It gives an overview of salesforce CRM and its modules.

Intended Audience of This Training Material

This material is intended for the following audiences Freshers Anyone interested in getting an overview of CRM.

Purpose of the Document

This training material is intended as a reference document, which could be used for freshers and anyone interested in CRM to get basic knowledge of it.

Introduction to CRM
CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about its current, prospective customers and their needs and behaviors in order to develop stronger relationships with them.

The customer interactions can be entered, stored and accessed by employees in different company departments.

Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

Purpose of CRM CRM is mainly used to

Provide better customer service Increase customer revenues Discover new customers Cross sell/Up Sell products more effectively

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Types of CRM

Help sales staff close deals faster Make call centers more efficient Simplify marketing and sales processes

There are three main classifications of CRM

Web Based CRM Open Source CRM Enterprise CRM

Open Source CRM Open source CRM is a code or program that can be changed by any user or software developer since the source code is public. The open source software can be downloaded and then it can be customized according to business requirements.

Web Based CRM Web based CRM is also known as a hosted CRM Solution.

Software that sits on a single computer is not the best option. Using Web Based CRM Salespeople can work from their homes to access information about prospects or customers from a remote location.

Hosted CRM Software has become more and more popular over the past few years as companies look to outsource IT functions to focus on the primary purpose of their business.

Web Based CRM is the perfect solution for companies looking to rid themselves of dealing with software issues, server issues, and installation problems.

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Enterprise CRM

Enterprise CRM is a sophisticated system for integrating multiple departments and processes. It offer most of the breadth of CRM functionality in a single suite. Enterprise CRM ensures that every department is centered around the customer. It provides an integrated CRM processes for marketing, sales and service areas.

CRM Tools

The different popular CRM tools available in market are

Web Based CRM Salesforce Salesboom Siebel On Demand

Open Source CRM Sugar CRM Free CRM Centric CRM VTiger CRM

Enterprise CRM

Siebel Oracle CRM SAP CRM Clarify CRM

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Overview of Sales Force

Sales force provides a complete CRM solution using two integrated Components: Sales Force Automation Customer Service and Support Management.

Sales Force Automation Sales force Automation (SFA) allows an organization to see all aspects of the sales cycle. Using the SFA Tool in Salesforce, sales representatives can manage their accounts, contacts and activities as well as track sales opportunities and revenue forecasts. Salesforce Service and Support: Customer Service and Support Management enables a company to capture and manage customer service inquires, as well as build a searchable knowledge base of solutions, thereby reducing training time for support representatives and increasing support service level.

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Salesforce Home Page

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Work flow of Sales Force

The tasks and emails that are done manually on a regular basis as a part of an organization's standard process can be configured as a work flow in sales force.

Workflow is the automation of the following types of actions based on the organization's processes:

Tasks - Assigns a new task to a user, role, or record owner. Email Alerts - Sends an email to one or more recipients specified. Field Updates - Update the value of a field on a record. Outbound Messages - Sends a secure configurable API message (in XML format) to a designated listener.

For example, workflow can automatically:

Assign follow-up tasks to a support rep one week after a case is updated. Send sales management an email alert when a sales rep qualifies a large deal. Change the Owner field on a contract three days before it expires. Trigger an outbound API message to an external HR system to initiate the reimbursement process for an approved expense report.

Organization's workflow can be configured by creating workflow rules.

Each workflow rules consists of:

Criteria that cause sales force to apply the workflow rule. Immediate actions that execute when a record matches the criteria. For example, sales force can automatically send an email that notifies the account team when a new high-value opportunity is created. Time-dependent actions that sales force queues when a record matches the criteria, and executes according to time triggers. For example, sales force can automatically send an email reminder to the account team if a high-value opportunity is still open ten days before the close date.

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Modules of Salesforce
There are different and variety of modules in salesforce. The explanations about the widely used modules are described below.

Account and Contact Management The Account and Contact Management module gives End-to-End Customer View. 360-degree view of each of its customers with online contact management. Deep knowledge of every account and contact. Facilitates collaboration and communication across the entire organization. Build and maintain strong, lasting customer relationships.

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Account Home Page

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An Account Record

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Opportunity Management Opportunity provides a single place for updating deal information, tracking opportunity milestones, and recording all opportunity-related interactions. Product tracking can be done here. It enables to track product-level information on each sales opportunity, including quantity, standard price, quoted price, and product codes. Automatic notifications can be sent when a product is added to an opportunity or when the discount threshold is violated. Opportunity Update reminders are used to schedule email reminders to ensure sales teams keep opportunity information up to date. Managers can set up automatic, recurring emails for themselves and their teams.

Opportunity Home Page

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Activity Management

The activity module enables Motorola to

Track tasks and activities schedule joint meetings assign tasks to other users Set up activity templates for frequently or automatically assigned tasks. Schedule and set reminders for appointments.

Task Page Layout

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Lead Management The lead module helps to capture sales lead from any source like websites, trade shows, and seminars and bring them directly into salesforce CRM without any manual data entry.

Forecast Management Forecasting provides a revenue projection of sales over a specific period. Customizable Forecasts allow you to forecast your sales based on opportunity, product, or schedule dates, as well as view and override forecasts in many different ways. Opportunities roll up into a forecast. As opportunities progress through the Sales Process and each sales stage, a forecast category is automatically associated to the sales stage selected. In addition, based on the selected Sales Stage, a Probability (%) to close is associated with the opportunity.

Report Management

Salesforce delivers Standard Report Folders containing Reports for each Record Type (Accounts, Opportunities, Leads, etc.) The Data Security and Data Sharing Rules extend to reporting as well.

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Report Page

Dashboard Mechanics: Dashboards are often considered to be the critical factor in CRM success. Dashboards drive the business, motivate individuals, increase predictability, and better decision making. The dashboard of salesforce provides Real-Time snapshots of the key business metrics. Visual Summaries of an organizations report data. Customizable information of the company.

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Advantages of Using Sales Force CRM

The benefits of Sales Force CRM include It does not require capital investment. Implementation is cost effective. Ease of integration with proprietary systems An intuitive interface that is easy to learn and use Implemented in companies ranging from 25 to 25,000 users and easily customizable.

References:
For more detailed information of Sales force Applications refer the following documents.

Self Study (Motorola University) Salesforce.com Fundamentals (ADM100) Salesforce.com Reporting (ADM 120) Salesforce.com Offline Edition(ADM 130) Salesforce.com Outlook Edition(ADM140)

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