Salesforce
Customer Relationship
Management
-Presented by:
Saifali
2220108
BCA 5th Sem(S2)
CONTENTS
Introduction to Salesforce CRM
History
Architecture
Features
Applications
Advantages
Disadvantages
Future Scope
Conclusion
References
Introduction to
Salesforce CRM
Salesforce is a leading customer relationship management (CRM)
platform that helps businesses streamline their sales, marketing,
service, and other customer-facing operations. It's a cloud-based
solution, meaning you access it through the internet, which makes it
accessible from anywhere with an internet connection. This allows for
easy scalability as your business grows and simplifies management
since you don't have to worry about maintaining servers or software
updates. Salesforce is used by businesses of all sizes, across various
industries. It helps businesses to better understand their customers,
improve their sales and marketing efforts, and provide excellent
customer service.
by Saifali Chauhan
History
1 1999
Salesforce was founded by Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez.
Their vision was to create a cloud-based CRM platform that was more accessible and affordable than
traditional on-premise solutions. The company launched its first product, Salesforce.com, in 1999.
2 2004
Salesforce went public on the New York Stock Exchange. It continued to expand its product offerings
and gained popularity among businesses of all sizes.
3 2010s
Salesforce continued its rapid growth and innovation in the 2010s, acquiring several companies and
expanding its product portfolio. This included the acquisition of ExactTarget (marketing automation),
Demandware (e-commerce), and Quip (collaboration software). The company also introduced its
AppExchange, a marketplace for third-party Salesforce apps that allows users to extend the
functionality of Salesforce to meet their specific needs. This open ecosystem has contributed to
Salesforce's popularity and its ability to adapt to evolving business needs.
4 2020s
Salesforce continues to be a leader in the CRM market, with a focus on artificial intelligence,
automation, and digital transformation. The company has recently made significant investments in
these areas, with its product offerings becoming increasingly integrated with the latest technologies.
Architecture
Multi-tenant Architecture Data Center Network
Salesforce operates on a multi-tenant Salesforce has a global network of data
architecture, which means that all customers centers, which ensures high availability and
share the same underlying infrastructure low latency for its customers. This network is
and codebase. This architecture allows designed to be highly redundant and
Salesforce to provide a cost-effective and resilient, ensuring that your data is safe and
scalable solution, as it eliminates the need accessible at all times.
for each customer to have their own
separate infrastructure.
Application Programming Security
Interface (API) Salesforce takes data security very seriously
Salesforce provides a robust API, allowing and has implemented robust security
developers to integrate with Salesforce and measures to protect its customers' data.
build custom applications. This API enables These measures include data encryption,
businesses to connect Salesforce with other access control, and regular security audits.
systems, such as their e-commerce platform, The platform's security features are
marketing automation platform, or other constantly being updated and improved to
business applications. address evolving security threats.
Features
Sales Cloud Service Cloud Marketing Cloud
Provides tools for sales teams to Empowers customer service teams to Offers comprehensive marketing
manage leads, opportunities, provide efficient and personalized automation and analytics capabilities,
accounts, and contacts. It includes support. Features include case enabling businesses to create
features for sales forecasting, pipeline management, knowledge targeted campaigns, track customer
management, and sales automation. management, live chat, and self- behavior, and measure campaign
service portals. effectiveness.
Applications
1 Sales 2 Marketing
Salesforce's Sales Cloud provides The Marketing Cloud empowers
tools for sales teams to track leads, businesses to create targeted
opportunities, and customer marketing campaigns, manage
interactions. It helps businesses to customer relationships, and track
streamline their sales processes, campaign performance. It helps
improve sales forecasting, and boost businesses to reach the right
sales performance. customers with the right message at
the right time.
3 Service 4 Commerce
The Service Cloud allows businesses Salesforce Commerce Cloud provides
to provide exceptional customer businesses with a comprehensive e-
service. It provides tools for case commerce platform. It includes
management, knowledge features for online store creation,
management, and customer self- order management, payment
service. This enables businesses to processing, and marketing
resolve customer issues quickly and automation.
efficiently.
Advantages
Cloud-based Cost-effective
Salesforce is a cloud-based platform, which Salesforce offers a subscription-based
means it can be accessed from anywhere pricing model, which makes it a cost-
with an internet connection. This makes it effective option for businesses of all sizes.
easy to use and manage, as businesses The pay-as-you-go model eliminates the
don't need to worry about installing or need for large upfront investments in
maintaining software on their own servers. hardware and software.
Scalable Integrable
Salesforce can be easily scaled to meet the Salesforce can be integrated with a variety
needs of growing businesses. This means of other business applications, including
that businesses can add new users, marketing automation, e-commerce, and
features, and data as their needs change accounting software. This allows businesses
without having to worry about technical to create a unified system for managing
limitations. their customer data and processes.
Disadvantages
Learning Curve
Salesforce has a steep learning curve, and it can take time for
users to become proficient with the platform. This can be a
challenge for businesses that are new to CRM or have a large
number of employees who need to use the platform.
Customization Limitations
While Salesforce offers a high level of customization, it still has
some limitations. Businesses may need to use third-party apps or
hire developers to achieve the level of customization they need.
Dependence on Internet Connection
Since Salesforce is a cloud-based platform, businesses rely on a
stable internet connection to access the platform. This can be a
challenge in areas with unreliable internet service.
Future Scope
Artificial Intelligence (AI) Salesforce is increasingly incorporating AI
into its platform to provide more intelligent
insights and automation capabilities. This
includes features like AI-powered lead
scoring, predictive analytics, and
automated customer service.
Internet of Things (IoT) The integration of IoT data into Salesforce
will allow businesses to gain real-time
insights into customer behavior and
preferences. This will enable businesses to
create more personalized and engaging
customer experiences.
Blockchain Salesforce is exploring the use of
blockchain technology to improve data
security and transparency. This could lead
to new features for managing customer
data, tracking transactions, and ensuring
data integrity.
Conclusion
Salesforce CRM is a powerful platform that can help businesses of all
sizes to manage their customer relationships, improve their sales and
marketing efforts, and provide excellent customer service. The platform
is constantly evolving, and its future scope is vast with the continuous
integration of AI, IoT, and blockchain technologies. This suggests a
future where Salesforce will be even more powerful and transformative
for businesses.
REFERENCES
https://growthnatives.com/blogs/salesforce/salesforce-customer-relationship-
management/
https://trailhead.salesforce.com/content/learn/modules/lex_implementation_
basics
https://www.javatpoint.com/salesforce-architecture
https://www.saasguru.co/future-scope-of-salesforce/
THANK
YOU!!!
