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GA Projects & Solutions Team

Presenter Ronjay Chakraborty

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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Know your instructorRonjay Chakraborty MBA-IIM Lucknow Expert, Salesforce with an IT MNCHe has an overall 9+ years of experience across Indian and global organizations in the areas of technology consulting, IT strategy, business development and process consulting. Ronjay has led several key transformation projects across healthcare, retail, consumer goods and technology domains.

Course link: http://www.edureka.co/crm-salesforce

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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What will you learn today?

In this session, we will understand about:

CRM Overview Importance of CRM Brief History Introduction to Cloud Computing SaaS and PaaS Overview of Salesforce.com (SFDC)Sales CloudMarketing CloudService CloudIntroduction to Business ObjectsSalesforce ToolsSalesforce Analytics

Course link: http://www.edureka.co/crm-salesforce

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

CRM Overview

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#CRM Overview

Course link: http://www.edureka.co/crm-salesforce

Customer Relationship ManagementBroadly defined, CRM is a strategy for managing a companys interactions with clients and sales prospects and ensuring the Connect sustains throughout the relation. Purpose:Retain existing clientsEnergize dormant accounts / clientsFind new clients ExamplesNew launch offers from your beloved cosmetics brandSupermarkets / Retail brands giving out specific deals to customers

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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Importance of CRM

Course link: http://www.edureka.co/crm-salesforceSales team always had data on what is selling and who is buying. Then why is it that CRM has become so important in the current world?Lack of timely data and fragmented systems meant unused dataCompanies were worried about getting their house in order

Quick and specific response Flexible resolutionsNo rigidityLess BureaucracyEasy information availabilityHigher revenues through lesser personnelReduced maintenance (cost & time)Activities targeted at revenue generation

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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Importance of CRM

Course link: http://www.edureka.co/crm-salesforce

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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CRM The Result (till now...)

Course link: http://www.edureka.co/crm-salesforceTwo main types of CRM systemsOn Premise / Traditional systems (Siebel)On Demand / Cloud Based Systems (SFDC)

TodayCloud Computing Applications

1960sMainframe1980sClient/server

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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Introduction to Cloud Computing

Course link: http://www.edureka.co/crm-salesforceCloud computing refers to Internet-based computingInvolves shared resources, software and information provided via computers, mobilesThe term cloud is used to signify the Internet

Multi-Tenant:Pay per Use:Scalable:No Capital ExpenditurePredictable Operating CostsScales With You

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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Software as a Service - SaaS

Course link: http://www.edureka.co/crm-salesforce

SaaS (Software as a service) is a model for software delivery The entire service is managed centrally by the software company Inc. infrastructure, network, security etc.Interested individuals and companies are allowed to Rent" it rather than Own itRequires access through a Network (usually Internet but may also be an intranet)Replicates a One-to-Many model (single instance, multi-tenant architecture)No need for clients to worry about patch upgrades and version management as all features are updated automatically

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Platform as a Service - PaaS

Course link: http://www.edureka.co/crm-salesforceCloud computing has evolved to include platforms for building and running custom applications, a concept known as Platform as a Service (or PaaS)

Types of PaaS Solutions : Social Application Platforms Web Application Platforms Business Platforms (e.g. Force.com)

Simplified DeploymentLower Risk

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Introduction to Salesforce.com

Course link: http://www.edureka.co/crm-salesforce

Recruitment PlanningPartner MarketingPartner SellingPartner AnalyticsPARTNERSHIP

SearchTaggingSubscriptionsPublishingCollaborationRecommendationsWorkspacesCONTENT

Post an Idea Vote on Things You LikeDiscuss Ideas with CommunityIDEAS

Lead ManagementOpportunity ManagementAccount & Contact ManagementActivity ManagementApprovals & Workflow Territory ManagementPartner ManagementSALES

Online marketplace of AppsMany On-demand AppsEasy IntegrationAPPEXCHANGE

Salesforce for Google AppsSalesforce for Google AdWordsGOOGLE APPS

Self Service ManagementWeb to CaseChannel ServicesAutomated Email ManagementKnowledge BaseSERVICES

Campaign ManagementWorkflow AutomationMarketing AnalyticsSearch MarketingLead ManagementEmail MarketingMARKETING

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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How Salesforce.com helps...

Course link: http://www.edureka.co/crm-salesforceMulti-DeviceEnd User AdministrationAccess Control & Audits Database

Web Services APIReporting & Analytics

Workflow EngineForms & Page Layout Editor

A

B

D

C

Clicks Code Coding Based systems80%20%20%80%

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Sales Cloud An Overview

Course link: http://www.edureka.co/crm-salesforceSales Cloud provides Sales reps with a tool that helps them to build stronger relationships with customers and close more deals since everything can be found at one place.

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Marketing Cloud An Overview

Course link: http://www.edureka.co/crm-salesforceThe Marketing Cloud is a collection of cloud-based marketing services that make internal marketing functions more efficient and external marketing programs more effective.

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Service Cloud An Overview

Course link: http://www.edureka.co/crm-salesforceService Cloud refers to providing customer Service through internet including managing the entire customer service cycle from raising customer service request to solving the request and informing the status of the request to the customer

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Handling Marketing through Salesforce.com

Course link: http://www.edureka.co/crm-salesforce

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#

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Introduction to Business Objects

Course link: http://www.edureka.co/crm-salesforceSalesforce.com Objects involves understanding which data are a standard part of SFDC, which data need to be added as custom fields or custom objects, and which data need to be integrated from outside systems.

Two types of business objects:Standard ObjectsCustom objects

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Salesforce Tools for your Business Processes

Course link: http://www.edureka.co/crm-salesforceSalesforce Standard and Custom ObjectsStandard & Custom Fields and Data TypesRelationships (Lookup & Master-Detail)Page Layouts & Record TypesValidation RulesWorkflow RulesApproval ProcessProfilesLicenseSharing Settings and Roles Tabs, Apps & Packages

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Simple User Interface of Salesforce.com

Course link: http://www.edureka.co/crm-salesforce

Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.#Salesforce Analytics

Course link: http://www.edureka.co/crm-salesforce

Real-Time UpdatesReal-Time UpdatesReal-Time Analytics

Real-Time Visibility with Easy to Create ReportsTwo Analytics tools:ReportsDashboardsCustomizable by Business UsersReal-Time ReportingIntegrated Analytics Across All AppsSecurity ControlsMobile Acce