What is Salesforce
SalesForce CRM is an online web-based Customer Relationship Management (CRM) service from Salesforce.com. As with all CRM software, it captures and organizes communications and information from current or prospective customers from many departments across a company.
This application runs in the cloud, so the user can access it anywhere through an Internet-enabled mobile device or a connected computer. The Sales Cloud includes a real-time sales collaborative tool called Chatter, provides sales representatives with a complete customer profile and account history, allows the user to manage marketing campaign spending and performance across a variety of channels from a single application, tracks all opportunity-related data including milestones, decision makers, customer communications, and any other information unique to the company’s sales process. Automatic email reminders can be scheduled to keep teams up to date on the latest information.
Other activities can be done on the Salesforce cloud. These include using the Jigsaw business data to access over 20 million complete and current business contacts from right inside Salesforce CRM, and designing and automating any process in Salesforce CRM.
The Service Cloud provides companies with a call center-like view that enables companies to create and track cases coming in from every channel, and automatically route and escalate what’s important.
The Salesforce CRM-powered customer portal provides customers the ability to track their own cases 24 hours a day, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email services, chatting tools, Google search, and access to customers’ entitlement and contracts.
Salesforce.com Key advantages include:
- Strong market leadership. SFDC is a marketing powerhouse and the poster child for Software as a Service (SaaS).
- Industry leading help and online training support.
- A native thin-client solution designed for on-demand Internet delivery.
- Simple user interface that is well received by users new to online systems.
- Multiple industry specific or vertical market solutions – although somewhat light in terms of deep functionality.
- The AppExchange provides a foundation for extending the SFDC solution with deeper functionality from fee-based specialist application providers.
- Overly simple user interface that is quickly outgrown by experienced users.
- Lots of screen refreshes and scrolling up and down; the transition between multiple screens to process transactions can deliver a tedious experience.
- Marketing management functionality is extremely limited. SFDC points to partner applications for this purpose. This involves additional costs and vendor management.
- Customization toolkits can be cumbersome to use, even to many seasoned administrators.
- Dashboards may not reflect the application security for specific users without significant administration effort.
- No Service Level Agreement provided in standard contract.
- Data center reliability has been questioned and several major interruptions in service have been widely publicized.