Every day, your employees have conversations with customers and prospects about your company and products. Customer relationship management (CRM) is your set of business processes and underlying applications that helps manage all your customer information, activities, and conversations. With CRM, your sales, marketing, and customer service teams can understand every customer and deliver the right message or answer. By analyzing this information, you can make better decisions to close more business, reduce the cost of service, and keep every customer satisfied.
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”) applications to run their CRM—and get a high return on their investment. Salesforce.com is a leader in cloud computing, offering a complete set of CRM cloud applications, a cloud platform, and a cloud infrastructure.
For sales and marketing
For sales managers, CRM cloud apps provide real-time visibility into their team’s activities so they can forecast sales with confidence. For sales reps, CRM cloud apps make it easy to manage customer information so reps spend less time handling data and more time with customers.
For marketers, nothing is more important than tracking the sales that result from leads generated through marketing campaigns on your Web site, in email, or with Google AdWords. CRM cloud apps let marketers track leads and sources, route leads to the right salespeople in real time, and provide the analytics to see what’s working and what can be improved. Learn more
For customer service
Your customers have questions about your products. Today, they might go to Google or Twitter to look for answers and only contact your call center if they can’t find what they need. To deliver stellar customer service, you need to connect all the conversations that happen on social networks with the internal knowledge your agents use every day. That way, your customers get answers fast and are happy. And it costs you less. Learn more
CRM cloud 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 CRM for their business. It’s the best way to boost adoption and make sure your CRM apps are working the way you do.
Successful CRM customers rely on a proven, trusted infrastructure—the servers and software in a data center—for running their CRM applications. For CRM to work effectively, it must have three characteristics:
An effective CRM infrastructure is based on multitenancy: multiple customers sharing common technology and all running on the latest release, much like Amazon.com or Google. With multitenancy, you don’t have to worry about application or infrastructure upgrades—they happen automatically. In fact, multitenancy lets companies focus on managing CRM, not managing technology.