Welcome to the Salesforce Learning Centre


Welcome to the Salesforce Learning Centre, a series of educational articles designed to get you grounded in the fundamentals of Sales, Service, Marketing, Technology and more. The Learning Centre was created to help professionals across a range of disciplines to develop their business knowledge and get answers to common questions.

More importantly, it's the start of the road to Trailhead- the fun way to learn Salesforce. Trailhead provides business users, developers, and admins with a guided, learning path through the key features of Salesforce, using a set of interactive, online tutorials.

We want to help you get oriented, prepare you for the journey ahead, and ensure you've got everything you need to be successful on your learning journey. We'll be adding new content on a regular basis so be sure to pop back and visit us before you hit the trails.



Everything you need to know about CRM - what is CRM, how it works, and why you need it.
Learn more about what a CRM system is and how you can deploy CRM to help you business grow and succeed.
In our CRM buyer's guide, we take you through the necessary steps you must take in order to choose the best CRM software for your business.
The world's going mobile. Is your sale team ready? Find out why Mobile CRM matters.
Effective B2B CRM is an essential part of any successful B2B sales and marketing plan. Find out more about the benefits of a B2B CRM strategy.


Sales CRM is now the standard in sales management software. See how it can help your business drive sales.
Contact data is the lifeblood of all organisations. Find out how the right system puts timely information in front of the right person every time.
Get the basics about distribution channels, distribution strategy, how they’ve changed in the digital age and how you should approach them.
Learn how to increase revenue amongst existing customers using upselling, an effective sales strategy.
Learn the basics of cross-selling, how to find and convert customers for cross-sales, and effective cross-selling tips for increased revenues.
Cold calling is a quick method of finding new leads, often with mixed results. But knowing the tricks to an effective cold call can make it rewarding.
Everything you need to know in ten minutes or less: what inside sales does, how to do it, the inside sales model and inside sales organisation.

Customer service

Technology has transformed customer service. Every modern call centre now needs a robust CRM & customer service solution to deliver amazing service, fast.
Help desk software streamlines your internal processes and can help transform you customer service.
Learn why live chat is now an essential customer service tool and how you can deploy it successfully as part of a wider customer service solution.
Learn more about the importance of customer service and how customer service software and CRM can help your business deliver a better customer experience.
Learn about field service management and how field service software is implemented to improve company performance and efficiency.
Learn the ins and outs of measuring customer satisfaction. We'll take you through the trilogy of service surveys: Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS).
Understand how omni-channel customer service differs from the multi-channel approach and how you can use it to better serve your customers.
As a standard benchmark for customer loyalty, NPS is a simple yet indispensable tool for businesses looking to enhance their customer experience.
Customer retention is vital to the success of any B2B or B2C business. This guide highlights 10 ways your business can improve customer retention today.


We explain what marketing automation is and the benefits that technology, specifically marketing automation software, is providing to sales & marketing teams.
Learn about strategies and techniques to get the most out of lead generation and increase future sales.
Business to business marketing is ever-evolving. Learn more about what B2B marketing is, as well as how AI, social media, and other tactics make an impact.
Discover how customer journey mapping can be a powerful tool for better serving your customers at each touchpoint and increasing positive moments of truth.
Wondering if you need manufacturing marketing? We explore the benefits of marketing for manufacturing companies and the different B2B and B2C approaches.


What is cloud computing and what are the benefits? See why businesses like yours are moving to the cloud.
Software as a Service or SaaS is now a standard business model. We take a look at what SaaS is, the business benefits of SaaS and the future of SaaS solutions.
Mobile app development is no longer optional. App usage continues to rise and almost every business needs to be able to build apps, fast.
Platform as a Service (PaaS) is a set of cloud-based services that enable business users and developers to build applications faster than on-premise solutions.
Learn how and why everyday objects are connecting to the "Internet of Things", and what it means for your business.


CRM isn't just for large enterprises. It can be an ideal fit for small businesses looking to grow faster.


Is the future of retail online? It may be, but there are a number of advantages to in-store shopping that have yet to be duplicated in the digital space, and many reasons why people still prefer to do their shopping in person.
Today’s ecommerce website conversion rates are lower than most realise, making strong ecommerce website design a necessity. Explore best practices for ecommerce site optimisation to improve the shopper journey.
True retail innovation is borne of keeping up on current trends, and taking a few risks in order to stay ahead of them.
Businesses that have invested in creating a strong ecommerce analytics are reaping the benefits — both in terms of sales, and in providing a satisfying customer experience.
Cybercrime is reaching epidemic proportions. In 2016, the global cost of cybercrime surpassed $450 billion and predicted to reach $2.1 trillion by 2019.
Today, ecommerce has become an inseparable part of everyday life, with essentially every retail entity having some form of online store.
To navigate a sea of competitors and win customers who are always online, your online selling strategy must incorporate five basic requirements.
We dive into connected customer journeys and why retail brands should deliver a consistent experience across every touchpoint to achieve business success.