What is CRM?

Customer relationship management: Putting the focus on your customers

Customer relationship management (CRM) applications help you take care of your current and future customers. With CRM, your sales, marketing, and customer service teams’ interactions with customers are all managed in one place. You’ll make better business decisions because you always have accurate and up-to-date customer information.

crm sales and marketing

Sales and marketing

Building strong customer relationships begins with marketing and sales. CRM applications track sales as they move through the pipeline, giving you an overview of all your in-progress deals, individual sales rep performance, and projected revenues. This helps you forecast with confidence, make better decisions, and keep your customers happy.

Meanwhile, marketers can track which campaigns generate the best leads and ultimately result in the most sales. With CRM, marketers can show the ROI of their campaigns and get the budget they need for the activities that drive the most revenue.


crm and customer service and support

Customer service and support

Keeping customers happy while keeping service costs down: That’s the ultimate goal of every customer service executive. CRM applications help you provide faster, more responsive, and less costly service across every channel—from the call center to the social Web.

Today, many of conversations and questions about your company and products are appearing on social networks. After all, your customers may turn first to Google, Twitter, or other Internet sources to look for answers. Some CRM applications help your agents can automatically find and join those conversations, so your customers get answers quickly and customer satisfaction gets a boost.


crm and cloud computing

CRM and cloud computing

Today, CRM is shifting toward cloud computing. Instead of buying and maintaining expensive servers and software to manage customer conversations and information, companies can use Web-based (“cloud”) CRM applications—and get a high return on their investments.

CRM apps need to be easy to use for sales, marketing, and service professionals in any industry. That’s why smart companies rely on a CRM platform that gives them complete freedom to customize it for their unique business. It’s the best way to increase adoption and make sure your CRM apps are working the way you need them to.

Another key to effective cloud CRM apps is multitenancy. With this architecture—similar to that of Amazon.com and Google—all customers share a common technology, run on the latest release, and benefit from automatic upgrades. So they can focus on running their businesses instead of managing technology.

Salesforce.com is the enterprise cloud computing leader. Our flagship CRM applications—the Sales Cloud and the Service Cloud—run on our Force.com platform and infrastructure, entirely in the cloud.