SALESFORCEAn Introduction to Cloud Computing and CRM on the Platform

Cloud Computing – Definition■Cloud computing enables

companies to utilize computing resources – everything from applications to data centers over the internet on a pay-per-use basis

■Data and programs are stored and accessed over the internet instead of the user’s hard drive

https://www.youtube.com/watch?v=ae_DKNwK_ms

Cloud Computing – Models

Cloud Computing – Models ■ Software as a Service (SaaS)

■ Provides ready online software solutions■ The SaaS software provider has complete control of application software

■ Platform as a Service (PaaS)■ Provides a pre-built application platform to the client■ Clients need not worry about the basic infrastructure for developing,

testing, and deploying their applications

■ Infrastructure as a Service (IaaS)■ Provides infrastructure components to clients■ Components include computing resources such as servers, networking,

storage, and data center space

Cloud Computing – Benefits■ Elasticity

■ Scale up or downsize as per the requirement

■ Cost■ No in-house infrastructure

liability and cost■ Pay-per-use

■ Addresses on premise issues ■ Slow software rollouts■ Expensive equipment ■ Frequent downtime

■ Automatic software updates

Customer Relationship Management■ Customer Relationship

Management (CRM) is a tool that helps businesses in the areas of marketing, sales, and customer service■ Manage customers, partners, and

prospects better by organizing all the information at one place

■ Track client interactions – data and documents

■ Analyze and track important metrics, and communicate with customers on social media

■ Teams can work together both internally and externally

What is Salesforce?■ A web-based cloud computing

company best known for its CRM application

■ Facilitates sales and marketing professionals

■ History■ Founded by an Oracle executive,

Marc Benioff along with Parker Harris, Dave Moellenhoff, and Frank Dominguez in 1999

■ Initially a SaaS company specializing in sales automation software

Evolution of Salesforce■Acquisition based growth

■ Data.com (Jigsaw)■ Heroku■ Desk.com (Assitly)■ Marketing Cloud (ExactTarget)

Salesforce® Products Today

Sales Cloud

Service Cloud

Marketing Cloud

Community Cloud

App Cloud

IoT Cloud

Wave Analytics

Sales Cloud■ A customizable product for managing accounts, contacts, and

business opportunities■ Facilitates collaborating conveniently with partners using chatter■ A SaaS product for browser-based access and is also available as

a mobile app ■Offers a range of cloud-based tools to increase productivity and

manage leads better■ Lets users keep all the customer information on one platform

that includes marketing, lead generation, sales, customer service, and business analytics

Service Cloud■A platform that enables users to deliver smarter, faster,

and more personalized service to their end-users across multiple channels – on any device

■Facilitates users to automate service processes and streamline workflows

■Offers users a call center-like look and feel where they can automatically route and escalate the important cases in addition to creating and tracking them

Marketing Cloud■ A product that enables marketers to create and manage

marketing campaigns■ Includes solutions for customer journey management, email,

mobile, social media, web personalization, advertising, content creation, content management, and data analysis

■ Components include ■ Journey builder – to plan and customize to improve client cooperation

over the client life cycle ■ Social Studio – to listen, publish, and engage in building meaningful

relationships across social channels■ Mobile Studio – to reach customers at the appropriate time via SMS,

MMS, push messaging, and group messaging

Marketing Cloud■ Analytics Builder – to use the analytics progressively to reveal

examples and bits of knowledge about one’s clients to streamline their image trip, and take action at the time when it makes a difference

■ Email Studio – to personalize email messages which can be promotional, transactional, or triggered and use reporting tools to measure their performance

■ Advertising Studio – to approach the right customers on all the social platforms including Facebook, Google, YouTube, Twitter, Instagram, mobile, LiveIntent

■ Web Studio – to make good-looking websites and web pages with personalized content and track and analyze the customer behavior

Community Cloud■ An online platform that allows companies to connect customers,

partners, and employees with each other■ Enables companies to simplify business processes both internally

(across departments) and externally (with customers and partners) – enhancing the efficiency and effectiveness of the overall business ecosystem

■ For employees■ Better connectivity and interaction among employees across

departments, offices, or countries■ Enables employees to find information easily about onboarding,

payroll, and IT troubleshooting anytime with the help of HR and IT Help Desk

Community Cloud■For consumers

■ Allows customers to find the required information and assist each other by leveraging the self service feature – significantly increasing customer satisfaction

■ Customers can track their accounts and join other customers to share experiences, add reviews, and suggest improvements for the product

■For partners■ Allows partners to share access to the whole channel to

selected resources as per the requirement ■ Helps businesses ensure that the sales process runs smoothly

App Cloud■A platform as a service (PaaS) product from Salesforce■Facilitates users to develop and manage apps by

providing the infrastructure, architecture, database, servers, networks, security, and more

■Additionally, it also provides the tools for integrating and connecting data from other sources like Oracle, SAP, MSFT, and more

■Salesforce’s CRM and Sales Cloud is built on the App Cloud

App Cloud■ Force.com

■ A platform for developing and deploying cloud-based employee-facing apps to its multitenant servers

■ Apex is used as its programming language

■Heroku■ A platform used for developing and deploying cloud-based external-

facing, scalable apps for customers rather than employee-facing, internal apps

■ In addition to Apex, Ruby on Rails, Node.js, Python, Java, and others can be used as its programming language

■ Apps built on Heroku can be linked to social accounts, allowing users to like, share, and more directly from the app

IoT Cloud■A platform that is designed to connect data from the

Internet of Things to Salesforce allowing users to engage with their customers better by initiating real-time responses, in turn enhancing the customer experience

■Powered by Thunder – Salesforce’s event processing engine which is capable of handling huge amounts of data generated by all connected IoT devices, applications, customers, and partners

■Provides tools that allow users to respond to significant events at the right time

Wave Analytics■Also known as Analytics Cloud – a business intelligence

platform that facilitates data visualization through pictorial representation of data including charts, graphs, and more

■Easy to use on mobile devices including smart phones, tablets, and more

■Can be integrated with other clouds like Sales Cloud, Service Cloud, and Marketing Cloud

Advantages of Salesforce ■ Ecosystem

■ Clouds, AppExchange, constant feature additions■ Ecosystem of consultants, development boutiques, etc.

■ Accessibility ■ Easy to integrate with other systems ■ Easy to learn (Trailhead, etc.)

■Data security and privacy■ Focus on customer data security ■ ‘Salesforce Trust’ community

■ Ease of development and customizability■ Many current and potential partners ■ Drag and drop development (Force.Com)

Extentia and Salesforce ■Salesforce Product Development Partner (PDP) with a

focus on enterprise mobility, design, and integration■A dedicated Center of Excellence established in 2011■Current competencies

■ Integration, migration, mobility, and design ■ Advantage of in-house design and mobility teams

■Extentia’s apps on AppExchange■ Map Plotter Premium■ Business Email Templates for Salesforce

Extentia and Salesforce ■Map Plotter Premium – A Salesforce1 Mobile and Lightning

ready sales productivity app that enables the conversion of addresses into co-ordinates to map them, choose the optimal route, search and manage leads per their location, find clusters, filter search, and more

■Business Email Templates for Salesforce – Helps users send great-looking professional emails to customers and Salesforce business contacts, within minutes

* Salesforce, Sales Cloud, and others are trademarks of salesforce.com, inc., and are used here with permission