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

2. Recall

3. 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

4. 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

5. 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.

6. Future Implications

8. Bibliography https://www.salesforce.com/crm/what-is-crm/