Quynh Nguyen, Kristin Swope, Madison Reichling, Iris Yang CRM - Salesforce Quynh Nguyen, Kristin Swope, Madison Reichling, Iris Yang

Recall

Salesforce Salesforce Analytics Resource Allocation CRM IT Efficiency Data to Information Analytics Right product Right time Right place Resource Allocation Customer Satisfaction CRM Security, Access Control IT Efficiency Salesforce The CRM market is growing extensively during the recent years, more companies focus on managing customer relationship to connect with customers and win more customers. However, many companies do not have the capability and resources to create and maintain a CRM tool in house. As the biggest vendor in the CRM industry, SF helps a lot of companies to take advantage of massive customer data and generate insightful information for different industries Salesforce began as the industry’s first on-demand application service and used acquisition strategy to develop the product portfolio during past years. At present, Salesforce is a complete CRM tool that supports businesses to understand and redefine the relationship between the company and the customer. It is a one connected platform to manage all of business data on the secure and trusted clouds. By having Salesforce, the company benefits from four main aspects. The sales cloud helps the business capture sales process and data, the advanced AI analytics function of SF proactively assist the company with predictive forecasting service cloud contributes to the customer service, which delivers customized support to solve customer problems the strong marketing cloud facilitates interaction between the company and the public by having pre-built templates and streamlined messaging flows The commerce cloud gives creative and personalized shopping experience to customers through different forms, and SF has the capability for business to keep tracking products to make sure….. Finally, Salesforce maintains its platform and keep enhancing the security of platform. Companies can also control the access to its own data

Limitation Customer Service Storage Capability Client Relations Manager – Media Production Company “The customer service is bad. Unless you are looking to upgrade your account somehow or purchase a new product you won’t be able to contact anyone. You can purchase the customer service package but it is an additional amount.” Storage Capability Data Architecture Engineer – Mary Kay Inc. “If a customer changes their address, the system will only store the most current one.” Although Salesforce provides many benefits to its customers, one area Salesforce still needs improvement is customer service. Small businesses complained that process was difficult and took a long time Part of issue due having to purchase customer service package Not customer specific No “perfect solution” Too customized Since many companies can vary in business needs, they can purchase the same products but utilize them differently - takes longer to figure out solution Another limitation of Salesforce is its storage capability. Services only over the cloud so company has to pay for the space they want- limited space For instance, Mary Kay...customer profile Have a consequence when it comes to strategizing customer relations Some of this information that isn’t shown could be useful in analysis essential information to efficiently target and market to specific customer bases. Skew analysis

Possible Solutions Offer Contact Over Phone Call Center Improve Employee Training Knowledge Database Salesforce could improve the quality of its customer service by investing in a customer service call center, improve training for their customer service employees, and establishing a database that stores all of the known product issues and solutions. Call center Customer can contact company faster Customer’s issues solved in less time, thus leading to higher customer satisfaction and turnover Improve the efficiency of Salesforce’s customer service Phone Opening a ticket takes a long time business processes are stalled Customers should not pay for something (quality service for a product they own) that they should already be offered Training Necessary to keep good customer relations Need to ensure the customer feels valued Without proper training, employees can incorrectly address the situation and come across as being uncaring. Knowledge database Easily accessible during calls Improve the troubleshooting process not only in time efficiency, but also in the quality of solutions.

Future Implications

Bibliography https://www.salesforce.com/crm/what-is-crm/ https://www.capterra.com/p/61368/Salesforce/ https://www.salesforce.com/form/conf/overview-demo https://www.salesforceben.com/brief-history-salesforce-com/ https://seekingalpha.com/article/4205534-salesforce-force-reckoned?page=3