salesforce and social crm to accelerate your business

15
SALESFORCE AND RELATED TOOLS Presented by: Ademola Osindero Organised by: Debasis Chakraborty Hult Students

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Page 1: Salesforce  and Social CRM to accelerate your business

SALESFORCE AND RELATED TOOLS

Presented by: Ademola Osindero

Organised by: Debasis Chakraborty

Hult Students

Page 2: Salesforce  and Social CRM to accelerate your business

Agenda

� Introduction to CRM

� Demo on Salesforce CRM

� Demo on Other CRM Tools � Demo on Other CRM Tools

� SugarCRM

� Highrise/FatfreeCRM

Page 3: Salesforce  and Social CRM to accelerate your business

Introduction to CRM

� Customer Relationship Management – CRM

� Manage processes (activities, tasks, workflows) between “an entity” and its “clients or partners”

� Track interactions; review sales/marketing trends; document information; set targets; and manage SFA

� Contact Management, Sales Force Automation (SFA)

Page 4: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – Use Case

Emails

Appointments - TDL

HBC Associates Clients

Phone Calls

Conversations

Page 5: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – Use Cases

Page 6: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – Use Cases

� Business managing its customers, partners and suppliers

� Telecommunications company managing its customers (Oracle Siebel CRM)customers (Oracle Siebel CRM)

� Local Authority managing relationship with citizens

� School managing student recruitment (Hult –Salesforce)

Page 7: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

� Lead - Lead Generation

� Account – Account Qualification

� Contact – Contact Management

� Opportunity – Opportunity Management� Opportunity – Opportunity Management

� Campaign

� Task

� Workflow

Page 8: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

Lead

� Person or entity that we may transact business with or connect us to an eventual contact.

Establish under “Lead Generation” process� Establish under “Lead Generation” process

Sam John

VP, Ice Company

Page 9: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

Account

� An entity (Client, Partner) that a business is relating with

Review under “Account Management”� Review under “Account Management”

John

VP, Ice Company

AccountName: Ice CompanyRelationship: CustomerRating: ***

Page 10: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

Contact

� A person within an Account to relate with

� Most off-the-shelf software provide “Contact Management”Management”

John

VP, Ice Company

Contact CardAccount: Ice CompanyName: John PaynowEmail: [email protected]

Page 11: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

Opportunity

� Potential sale within an account

� Tracked under “Opportunity Management” process

� Opportunities are categorized usually based on stage and reviewed under pipelines

30-day Business

Review Service

OpportunityName: Service for Ice Comp.Amount: $360,000.00Stage: Prospecting

Page 12: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

Prospecting

Analysis

ProposalProposal

Negotiation

Review

CloseOpportunity

Pipeline/Funnel

Page 13: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

Campaign

� Organized set of sales processes to deliver a strategic sales goal

Establish 250 new clients; Deliver $2M Revenue � Establish 250 new clients; Deliver $2M Revenue

� Extensive tracking on CRM

Establish

250 Clients

CampaignName: Establish 250 ClientsMode: Email, Call, VisitProgress: 0%

Page 14: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – CRM Elements

� Lead (Lead Generation)

� Account

� Contact

� Opportunity� Opportunity

� Campaign

� Task

� Workflow

� Others – Email, Chat, Web-to-Phone, Feeds, Price Books, Social Collaboration, Support, DCM

Page 15: Salesforce  and Social CRM to accelerate your business

Introduction to CRM – Examples

� Salesforce

� SiebelCRM

� Highrise

� SugarCRM, FatfreeCRM� SugarCRM, FatfreeCRM

� MS Dynamics CRM

� Sage ACT!

� ProphetCRM