Salesforce is more than a CRM platform, this is because it provides tools and possibilities for companies to take Customer Relationship Management to another level.
Next, we will address the following two concepts:
- What is a CRM and what is it for?
- Salesforce What is it and why is it more than a CRM platform?
CRM What is it and what is it for?
CRM stands for Customer Relationship Management.
Customer Relationship Management is the set of tools, technologies and actions that are planned within a business strategy to create and maintain relationships with customers.
But it is not only about a platform or software, the CRM concept goes beyond that.
CRM has become a key piece to distribute obsolete processes and manual efforts, to organize accounts and contacts in an accessible way. And to simplify and accelerate sales processes.
What is CRM for?
It is a process to manage and analyze the interactions you have with your customers, it helps to determine needs and desires, to subsequently customize campaigns, attract new customers, increase sales, optimize profitability and improve customer relationships.
What is Salesforce?
Salesforce is an integrated CRM platform and not only that, it is the leading CRM platform in the world.
This platform understands that business and customer interaction changes as society evolves technologically. And thanks to this understanding, it expands the opportunities for companies to successfully connect with customers.
It is designed to provide 360° solutions to all processes related to marketing, sales, e-commerce, customer service, all touch points and other processes in the cloud.
Salesforce is a PaaS (Platform as a Service) company, a concept born as a result of the application of Software as a Service (SaaS) development. This model encompasses the complete cycle for developing and deploying applications from the Internet.
Why is Salesforce more than a CRM platform?
First of all, Salesforce is the No. 1 CRM platform in the world and this position has been attributed to the various integrated solutions it has provided to millions of companies around the world.
These solutions, as mentioned above, help with marketing, sales, commerce, customer service protocols, strengthen technology teams, and allow companies to connect with customers like never before.
Salesforce produces easy-to-use business applications that help companies connect with customers, prospects, colleagues and more. It also delivers more personalized experiences, uses artificial intelligence PaaS, business intelligence (BI), marketing automation, cloud computing and other aspects such as:
- Resolve and manage customer service issues for any channel.
- Attract more customers using personalized marketing campaigns.
- Helps understand needs, wants and concerns to provide solutions and win customers.
- Delivers shopping experiences based on consumer tastes and preferences.
- Automates tasks with the creation of personalized applications.
Such applications allow businesses to sell service and marketing campaigns like never before. It is the customer success platform that helps businesses connect with customers in new and successful ways.
Salesforce applications are:
Salesforce Marketing Cloud
It is an application that helps create personalized journeys and powerful marketing campaigns. Through this you can take data, leverage it to launch each campaign and plan quickly.
Automation is also a key factor, it has a very intuitive interface that provides real-time tracking of each campaign and customer interaction results, thus producing automated actions in a communication flow.
In addition, it helps to generate very detailed ROI reports and analyze the entire customer journey, from first click to repurchase.
Einstein for Marketing
Helps manage omnichannel and digital processes, including regulatory, legal and other considerations that must be taken into account when planning and establishing the right solution for each channel, the perfect way to do marketing with Salesforce.
Einstein for sales
Increasing the productivity of service agents is achieved through Salesforce with this application, which implements bots, automatically classifies requests and recommends a successful next action.
Einstein for service
This application is ideal for understanding customers, as it allows you to analyze their social interactions, define profiles and find similar users to help increase your audience.
It also allows you to create flows and journeys, following a found sequence of interaction by content.
We recommend: Salesforce clouds that we recommend as Salesforce partners
Sales Cloud in Salesforce
This Salesforce application is used to close deals, collaborate and sell as a team, manage contacts and search for opportunities, from the first contact to the goodbye.
Salesforce brings greater agility to your company’s sales team with Sales Cloud. This customized sales platform helps you achieve intelligent and effective sales with fully cloud-based tools that not only increase productivity, but also profits.
In short, it manages contacts, enables sales forecasting, automates processes, implements a CRM model for a mobile device, and increases sales force productivity by 32%.
Salesforce Service Cloud
Enables you to deliver a world-class customer service experience, monitor customer activity across every channel, online and offline, improve people productivity, resolve issues quickly, and keep customers satisfied.
Through the Salesforce Service Cloud, companies are able to win over their customers by providing the best service and increasing customer satisfaction, offering them immediate solutions from any location and device, and improve customer service strategy .
They solve problems with agility and personalize each interaction with each customer, because this platform allows the employee to access data from other Salesforce applications from the cloud storage, i.e. Salesforce Customer 360.
Through the Salesforce platform, a dynamic and participatory community in Salesforce can be built, so that customers, peers and employees can help themselves and each other.
This application helps to make quick and smart decisions, making big data an advantage to discover new insights and take action from any device.
Companies using Salesforce can also build modern customer and employee-facing apps. These excite and engage, all in a highly secure, trusted and instant environment.
Connecting data from the Internet of Things (IoT) to the rest of Salesforce is another big differentiator from other CRM platforms, allowing Salesforce to give companies better insights and real-time customer actions.
Salesforce is cloud-based and all information is updated in real time and available anywhere, so you can manage a business from anywhere.
The integrated applications and solutions of the Salesforce CRM platform make it the leading digital ecosystem for businesses in the cloud worldwide.
However, to empower companies with this No. 1 Customer Relationship Management platform, a team of experts in the field is required to exploit all the tools it provides and ensure that the customer experience is managed in 360 processes.
SQDM is the team of experts (Salesforce implementation partners) that your company needs to achieve the potential of the various solutions provided by Salesforce with its integrated applications, implementing business intelligence and data analytics tools. Discover the benefits of implementing Salesforce with SQDM.