L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud By Parthasarathi Mahadasyam

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Agenda What is CRM Need for CRM Chatter : Collaboration Tool The Cloud Computing Model Key Drivers of Sales, Service and Custom Cloud What Does SFDC Sell? MVC Architecture Trends Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science What is CRM? C ustomer A Customer is someone who makes use of or receives the products or services of an individual or organization R elationship A Relationship is a way in which customers and organizations are connected to each other M anagement Management is the process by which the relationship between customers and organizations is handled efficiently and effectively CRM is Management of Relationship with the Customers. Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Need for CRM Salesforce Cloud Business Challenges Global Competition Technology Political & Economic Scenario Policies & Regulations Want Prompt Service Lowest Price Have Wide Choice Want High Quality Want Delivery Now Reduced Profit Margin Increase In Cost Low Customer Loyalty Shortened Product Lifecycle $ $ $ $ $$$$ P R O F I T

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Trends Salesforce Cloud 1960’s Mainframe 1980’s Client/server Today Enterprise Cloud Computing Cloud Computing Driver, Catalyst & Evangelist

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud Development Donations Donors For Companies, Today It’s Impossible To Stay On Top Of Everything

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science So, here’s the Solution Salesforce Cloud Developme nt Donation s Donors

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science The Cloud Computing Model Salesforce Cloud Multi-tenant Automatic Upgrades Pay-as-you-go Real-time Well Connected

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Manage Your Constituents Salesforce Cloud Maximize Productivity Gain a 360°constituent view Centralize information Log calls, s, tasks, and events Track activity history Cultivate relationships

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science MVC Architecture Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science What does SFDC Sell? Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Who Are These Products For? Salesforce Cloud Sales Cloud: For a sales organization that wants to increase sales productivity, gain better visibility and track revenue and metrics Service Cloud: For organizations that want to retain customers - and provide superior service while reducing complexity/process. They want to do more with fewer resources. Salesforce1: New APIs and tools make building apps faster to connect with customers, employees, partners and the next generation of devices and apps.. Collaboration Cloud: For organizations who want the fastest way to collaborate with reps, opportunities, and other applications.

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Key Drivers for Sales Cloud Salesforce Cloud Sales Effectiveness  Opportunity Pipeline  Win Rate  Average Deal Size  Cross sell/ up sell  Rep Ramp Time Channel Manage  Revenue Per Partner  Channel Mgr Productivity  Partner Loyalty  Partner Ramp Time  Forecasting Accuracy Sales Productivity  Administrative Tasks  Forecast & Pipeline Reporting  Account Planning  Approvals  Search & Document Creation Lead Management  Leads Generated  Lead Conversion Rates  Lead Conversion Cycle Time  Dropped Leads  Campaign Effectiveness

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Key Drivers for Service Cloud Salesforce Cloud Efficiency  First Call Resolution (FCR)  Avg Call Handle Time  Avg Calls / FTE  Case Capture Time  Agent Ramp Time  SLA Management IT Costs  Maintenance  Upgrade  Customizations  Disaster Recovery  IT FTE Self Service  Case Deflection  New Case Rate  Call Center FTE  Avg Hold Time

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Key Drivers for Custom Cloud Salesforce Cloud Software Costs  License Cost  Upgrade  Maintenance  Implementation Cost Personnel Costs  Professional Services  Customizations  Configuration & Integration  IT FTE Risk Mitigation  Disaster Recovery & Backup  Security  Lost Opportunity cost  Failed Project  Systems Lagging Process Hardware & IT Costs  Servers  Data Centers  Network enhancements  Security  Different Environments

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Chatter : Collaboration Cloud Salesforce Cloud The real-time Collaboration Cloud Salesforce Chatter is a brand-new way to collaborate with people at work. Where the status of important projects and deals are automatically pushed to you — so you're always in the loop. Share securely and collaborate instantly Stay on top of what matters most Gain insight and make smarter decisions With Chatter, it’s easy to work together and know everything that's happening in your company. Updates on people, groups, documents, and your application data come straight to you in your real-time feeds.

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce.com “CRM” Offerings (Sales) Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science References : Salesforce Cloud 1. "About salesforce.com, inc.". salesforce.com."About salesforce.com, inc." 2.." ANNUAL REPORT". Sfdcstatic.com. Retrieved July 17, " ANNUAL REPORT" 3. "Top Customer Relationship Management Software | 2014 Reviews of the Best Systems"."Top Customer Relationship Management Software | 2014 Reviews of the Best Systems" Capterra.com. February 25, Retrieved March 24, "100 Best Companies to Work For FORTUNE". Fortune. Retrieved May 4, "100 Best Companies to Work For FORTUNE" "History of Salesforce". Salesforce Programmers. Digital Marketing Solutions, LLC. Retrieved July 4, 2011."History of Salesforce" 7. "Salesforce.com IPO Raises $110 million". destinationCRM. June 23, Retrieved February 11, 2011."Salesforce.com IPO Raises $110 million" 8. "Salesforce Acquires Social And Mobile Cloud Computing Consultancy Model "Salesforce Acquires Social And Mobile Cloud Computing Consultancy Model

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud THANK YOU

L OUISIANA T ECH U NIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud QUERIES?