Salesforce is a cloud-based CRM (Customer Relationship Management) software, as well as technology, used to solve storage problems. Earlier, storage of data was a big problem, but now it has been resolved by cloud computing technologies. It is also one of the cloud-based technology. Salesforce is used for various purposes like generating new leads, increase sales, and terminate deals. It is also used to manage the organization’s data related to sales and customer queries. In this Salesforce tutorial, we will understand all Salesforce concepts from the basic to advance level as Why Salesforce, What is Salesforce, where to use Salesforce, etc.
Anyone interested in sales and customer relationship, this tutorial will help you out to understand the specific business needs and sales management.
Basic knowledge of cloud computing and database is essential to understand the Salesforce environment.
What is Salesforce?
Salesforce started as a cloud-based solution for CRM. CRM stands for Customer Relationship Management. It involves managing all aspects of the relationship between an organization and its customers. For example, the customer’s contact details, the deals that are in progress or already completed, the support requests from a customer, or a new lead from a new customer. Beyond the customer-related information, it also involves storing and managing the details of the people and the concerned department from the seller organization that is leading the customer’s account and needs. This makes it easy to maintain and enhance the relationship with the customer and, hence, create better growth for the organization.
Salesforce is an American cloud-based CRM (Customer Relationship Management) software that started in 1999. Initially
Salesforce deals with sales automation software. Further, It provides the facility of a complementary suite of business-related applications. It deals with marketing automation, application development, and customer service.
Salesforce is a technology that helps to manage the relationship between the customer and their organization. Paytm is one of the best examples in India that uses Salesforce to maintain it’s business and relationship with customers. When a customer raised a query through the Paytm application, an auto-generated ticket ID gets assigned to the customer as a Query reference number. Once a ticket generated, a customer service executive assigned to resolve the query that mapped with Salesforce. Customer care executives provide the resolution based on their SOP and update status on Salesforce on that ticket id. Further, when the issue resolves, it gets auto terminated by keeping status as solve. So, a company can manage and record unlimited data through Salesforce cloud software and retrieve it whenever needed.
What is CRM?
CRM stands for Customer Relationship Management. CRM is the cloud-based software that is used to store and record the customer’s personal information like name, age, gender, DOB, Email id, address, contact number, website address, etc. It is used by any organization such as Banks, public/private LTD companies, etc., to track the customer queries, call records, email id, etc.
Ex– We can understand it by a real-world example such as, when a person calls to customer care service the first time for his query, then data is created with his required personal details, and that data is generally termed as a ticket. If the same person calls customer care service for asking an update of their query, then CCE (Customer Care Executive) will track his query through CRM and will know that it’s your second call regarding this query. So, everything related to customer service is managed through CRM software.
What is Cloud Computing?
Cloud Computing is a technology to manage, store, and process the data using a remote server instead of using a personal computer and local server. It is also defined as the on-demand delivery of computing services like server, storage, software, analytics, and intelligence, etc.
Ex- Amazon cloud, Microsoft cloud, Google cloud, etc.
History of Salesforce
- It is an American cloud-based program, started in 1999 by Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez.
- Initially, it was established as a software as a Service (SaaS) company, and later it started to sell automation software.
- Salesforce was listed as its stock symbol CRM on the New York Stock Exchange in June 2004 and also raised 110 million US$ revenue.
- Salesforce applied for its Trademark in July 2012 in the United States, EU, and Jamaica, where it was so popular to describe the business and social relationships.
- Salesforce launched a Facebook analytics tool in 2017 for Business-to-Business marketers.
- In September 2018, it started working in partnership with Apple company, to improve business Apps.
- Now, Salesforce serves as a SaaS (Software as a Service) company, along with more than 49000 employees worldwide.
Salesforce revenue statistics
Salesforce’s annual revenue has jumped from 16.04 billion US$ to 17.1 billion US$ in the fiscal year 2020. Below is the Salesforce.com revenue from 2010 to 2020 in billion US dollars.
Image source: Statista
Salesforce Products List
- Sales cloud
Cloud is a facility to store and manage data on a remote server. Salesforce provides a feature to collect complete information of users on a single platform like sales, marketing, and lead generation.
- Service cloud
This is a feature that enables an organization to resolve millions of queries through a small number of service agents.
- Platform cloud
Salesforce provides a feature to work together on a separate platform. It includes a platform where you can use pre-defined codes to develop mobile applications.
- Community cloud
This is a feature that connects all manufacturers, sellers, distributors, and partners on a single platform.
- Commerce cloud
This is the feature that is responsible for providing incredible customer service to the customers.
- Marketing cloud
This is the essential feature of Salesforce, which enables an organization to engage and monitor the customer worldwide.
Features of Salesforce
Salesforce CRM software is an essential tool to build and manage relationships with businesses and their customer. Some crucial benefits of using Salesforce CRM are as follows:
- Salesforce Engage
This is a feature that focuses on building personal relationships with customers and marketers. It also provides real-time sales alerts following customer engagement with the organization.
- Salesforce Mobile Application
Salesforce provides a mobile app to its users to track all sales activities.
- Partner Management
This feature helps to build a strong business relationship with partners.
- Lead Management
This feature helps to manage and track the lead that is under process.
- Contact Management
This feature helps to manage all customer-related activities like contact details, call records, queries, customer engagement, etc.
- Opportunity Management
This feature helps to identify and manage a product deal with associates.
- Sales Collaboration
This feature enables quick response to the customer by assigning it to an expert to close the deal quickly.
- Workflow and Approvals
Salesforce provides a simple drag and drops feature to quickly make intricate designs, which helps build a flexible approval matrix for discount and expense management.
- File synchronization and sharing
Salesforce provides a feature of sharing the files between team members, so they can discuss and get updated when needed.
- Reports and Dashboards
Salesforce provides a feature of tracking real-time cloud-based visual measurement of all the above-listed features. So, each team member can prepare reports and access them from anywhere.
- Sales Forecasting
Salesforce lets users view the sales team’s real-time forecast and supports multi-currency to manage and track sales forecast easily.
The architecture of Salesforce:
Salesforce provides incredible features to its employees, customers, and partners. It is due to its remarkable architecture, on which it is built. The complete introduction of Salesforce architecture can be understood with the following components:
The architecture of Salesforce can be divided into a few components for better understanding. The purpose and function of each element are described as follows:
- Trusted Multitenant Cloud
Salesforce provides a feature for multiple applications to work together within one cloud or shared environment. Each app works separately in a logical manner but physically operates in the same device; this feature is called a Tenant. Since it provides high security along with a sharing environment for multiple applications, it is called a trusted multitenant cloud.
- Scalable Metadata Platform
Salesforce provides a feature of easy customization and scaling up to increase the instances of data and concurrent users.
- Enterprise Ecosystem
Salesforce consists of a vast Enterprise Ecosystem due to a large number of partner’s contributions in the creation and maintenance of applications in its platform.
- CRM and Related Functionality
Salesforce provides all features required for Customer Relationship Management like app creation and integrating analytics, etc.
Salesforce provides a feature to develop and customize mobile apps through powerful APIs suits.
Salesforce: Service Nature
Salesforce is a cloud-based architecture software, which provides different types of services to users. According to the nature of services, it is divided into three categories as follows:
- Software as a Service (SaaS)
In these services, there is no need to install any software or setup. A user can start services by sign-in on cloud-based software.
- Platform as a Service (PaaS)
Salesforce enables users to share their platform, and also you do not need to develop any code for apps creation and management.
- Infrastructure as a Service (IaaS)
Salesforce provides the incredible infrastructure to store and save the data on its cloud. There is no need for any software, hardware, and setup installation.