{"id":49307,"date":"2021-07-13T17:29:00","date_gmt":"2022-10-18T17:29:35","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=49307"},"modified":"2023-10-05T14:58:44","modified_gmt":"2023-10-05T03:58:44","slug":"salesforce-crm-the-ultimate-guide-for-enterprise","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/salesforce-crm-the-ultimate-guide-for-enterprise\/","title":{"rendered":"Salesforce CRM: The Ultimate Guide for Enterprise"},"content":{"rendered":"\n

We\u2019ve been hearing all about CRM<\/a> for years now, right?<\/p>\n\n\n\n

So why has messaging around customer relationship management, and the CRM tools and platforms that support it, not simply faded into the background? Surely organisations have all been implementing relationship management systems and databases that help satisfy the wants and needs of their customers.<\/p>\n\n\n\n

Actually, it has a lot to do with the customers themselves, and the momentous change in expectation they have undergone whilst navigating a digital-first world. <\/p>\n\n\n\n

Customers expect cohesive, personalised digital services<\/b><\/p>\n\n\n\n

Our recent State of the Connected Customer report<\/a> revealed much of this change. Perhaps the headline statistic to come out of the research, with 12,000 consumers and 3,600 business buyers globally, is that 88% of customers expect companies to accelerate digital innovation due to COVID-19 pandemic.<\/p>\n\n\n\n

At the same time, 54% say it feels as if sales teams, customer service and marketing don\u2019t share information and 65% say they often have to repeat or re-explain information to different representatives of a business.<\/p>\n\n\n\n

CRM is essential to meet and exceed customer expectations<\/b><\/p>\n\n\n\n

Clearly, digital-first behaviour is here to stay, and expectations around it are high. That\u2019s why the importance of a world-class CRM system has only increased over time. Customers aren\u2019t what they used to be. They will continue to change and evolve.<\/p>\n\n\n\n

The only way to keep up is with relevant customer data in real-time. That\u2019s what customer relationship management is all about. As the future of work is decentralised, it\u2019s increasingly essential that CRM solutions are hosted in the cloud, offering access from anywhere and at any time, on any device.<\/p>\n\n\n\n

This is where Salesforce CRM comes in.<\/p>\n\n\n\n

What is Salesforce?<\/h2>\n\n\n\n

Salesforce CRM<\/a> is the world\u2019s #1 CRM. In a digital age, Salesforce CRM brings companies and customers together, uniting teams within those businesses around each customer. In doing so, this leading CRM platform helps businesses get closer to and focus on their customers.<\/p>\n\n\n\n

Over the past 20 years, Salesforce<\/a> has been integral to the digital transformations of many of the world\u2019s leading businesses, large and small. Salesforce CRM products have been trusted to lead customers through innovation and change.<\/p>\n\n\n\n

What does Salesforce stand for?<\/h3>\n\n\n\n

If there\u2019s one thing we\u2019ve learnt from getting closer to our own customers, and helping them get closer to theirs, it\u2019s that trust has to be earned.<\/p>\n\n\n\n

In fact, the latest State of the Connected Customer report<\/a> told us 42% of customers don\u2019t trust companies to tell the truth, and 36% don’t trust companies to act with customers\u2019 best interests in mind.<\/p>\n\n\n\n

So it\u2019s only right that we at Salesforce discuss who we are.<\/p>\n\n\n\n

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Whether they\u2019re used as sales management software, to personalise commerce platforms, as an enabler of marketing automation, for personalised customer service, or for other business process management purposes, Salesforce products share the end goal of bringing businesses closer to their customers.<\/p>\n\n\n\n

Our values<\/h4>\n\n\n\n

Salesforce is committed to a deep and core set of values. They are:<\/p>\n\n\n\n