PREPARED BY :Ismail bin Mahedin – P13D122P

Samat Haron bin Joll – P13D123PHjh Sulzarina Bt Hj Mohammed – P13D119PDayang Suhana Bt Awang Bujang –P13D152P

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CUSTOMER RELATIONSHIPMANAGEMENT HEADS TO THE CLOUD

INTRODUCTION

Salesforce is the worlds' first and most popular CRMsystem headquartered in San Francisco. With more than 82,000 companies and 100,000+ customers rely on this dynamic, web-based, low-cost CRM platform

It was founded in March 1999 by former Oracle executive Marc BenioffSalesforce.com has its services translated into 16 different languages andcurrently has 82,400 regular customers and over 2,100,000 subscribers

Salesforce CRM provides a complete solution for that includes feature-rich solutions for marketing, sales, services, partner management and communitymanagement.

Salesforce Terminology

Opportunity A potential sales deal that you want to track

Lead A lead a prospect or potential opprtunity – a person who expresses interest

Account Any company or organisation you want to manage,including prospect,customers,vendors or partners

Contact A person who works for an account

Task and Events Activities associated to an opportunity, contact, or account

Reports Real time summarize generated based on information entered into Salesforce

SALESFORCE CRM

1.Salesforce.com is the enterprise cloud computing leader. Our social and mobile cloud technologies — including our flagship sales and CRMapplication — help companies connect with customers, partners, andemployees in entirely new ways

 2. Low cost, low risk cloud based solution software service to buy.

3. Complete solution includes feature-rich solution for marketing, sales,service, partner management and community management.

4. Salesforce Customer Relationship Management technology can streamlineand automate your business processes with the cutting edge, logisticaladvantages of cloud computing technology. Synchronization across allchannels, optimized internal collaboration and better access to proven data provide a greatly enhanced customer experience.5. Fast result because it drain resources on high value, low cost and focus oninnovation

Salesforce is divided into different sets of tools referred to as "clouds”•Sales Cloud•Service Cloud•Collaboration Cloud•Sales Cloud-Sales Cloud helps to sell products and Services, manage connection with customer, and close more deals. SalesCloud include Chatter, Social Contact, Marketing and Leads, Data.com, Opportunities and quotes, Approval and Work process,Files and Libraries, Analytics and Forecasting, Partner Management, AppExchange, Email and calendaring

Service Cloud -Service cloud increase agent productivity, reduces service costs, and gain better visibility intoService Organization. It includes Customer Portal, Live Agent, Contract and entitlement

Collabration Cloud- Collabration cloud consist of Salesforce Chatter and Radian6 service cloud which helps toconnect with co-workers, customers, and partners to share experience and information across.

Custom Cloud -Custom Cloud is infrastructure used to for building customized cloud application development for automation,analytics and approval processes

Types of applications

>Partners built ERP on Salesforce>Human oriented size>Structured Data>Like approval process>Internet & Portal type of applications>Long-tail apps

>With CRM and ERP, a business can be up and running with the software quicklywhich less need for in-house IT staff or high levels of technical skills, and thingslike security and upgrades are looked after by the vendor.

>This is because the difference between cloud and on-premise is that cloud-computing makes your software an operational expense rather than a capital spend.

Q1: What types of companies are most likely to adopt cloud- based CRM software services? Why? 

Q1 : CONTINUED>Some businesses prefer a capital spend and to ‘own’ the software. Others prefer anoperational cost, as with the cloud.

>Many mainstream business software vendors are working to transfer theirtraditional on-premise applications in to the cloud.

>From a technical point of view, it is not as straightforward as it may first appear

Q1 : CONTINUED What companies might not be well-suited for this type of software?

>Companies which might not be well-suited for this type of software are those companies from small to middle-sized companies.

>Large firms in fast paced evolving industries are also not suited for ERP andCRM cloud-based software.

>Employees must learn how to perform a new set of work activities.

Q1: CONTINUED>This requires new organizational learning and provides training for them.

>Companies that are unable to accept the changes and also provides trainingfor their employees will be not be suggested to use this type of software.

>For the vast majority of businesses, modern commercial cloud applications provide exceptionally high levels of security, including data protection and back-up, and are usually more secure than the majority of on-premise applications

Q2: What are the advantages and disadvantages of using

cloud-based enterprise applications?

Advantages of using cloud-based enterprise applications:>Removing the hardware and all the complications attached with it for example the costof maintaining the hardware, the risk of hardware failure, and the cost of hiring personnel required to handle them

>The beauty of cloud computing technology is its simplicity, the fact that it requiressignificantly fewer capital expenditures to get up and running.

>Cloud computing infrastructures offer much greater scalability, complete disasterrecovery, and impressive uptime numbers.

Q2 : CONTINUEDDisadvantages of using cloud-based enterprise applications:

>A constant internet connection is required. Without the internet, you cannot access your data or application

>Lack of control over data, system performance, the ability to audit or change processes.

>Potential inability to see who is viewing / accessing your corporate data.

Q3: What management, organization, and technology issues should be addressed in deciding whether to use a conventional CRM system versus a cloud-based version?Management:

>Service Level Agreements(SLAs); there is lack of SLAs concerning ERP and CRM cloud based solutions and of methods to ease their respective verification.

>Risk Assessment: it is hard to assess the risk when the company does notown the infrastructure that supports the ERP and CRM systems.

>Dependability: companies using cloud based CRM and ERP solutionsmight become dependent of their providers since they do not store the data,and might not be able to easily export it to another system if required.

Q3 :CONTINUED

Organization:

>Human Resource Optimization: while traditional ERP and CRM solutionsdemand for technical staff, cloud based solutions allows to optimize HR to focus on operation.

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