Fakhri K.
The Cloud has profoundly changed the world of work. Salesforce understands this very well. The company has therefore developed its own Cloud CRM solution. Its software, which is a hit today, allows companies to communicate with their customers and partners.
Launched in 1999, Salesforce is a company that has become an expert in Customer Relationship Management (CRM). She also specializes in customer relationship management. The Cloud is at the heart of his work. Moreover, it developed the software which bears the same name. Its success is indisputable. Thanks to its software, the company has succeeded in capturing 19,7% of the market share in the field of CRM.
Salesforce is just ahead of SAP, its main competitor, which holds 12,1% of the market share. We find, thereafter, Oracle (9,1%), or Microsoft (6,2%), What is the history of the company? How does its software work? What are the advantages and disadvantages ?
Table of contents
Salesforce and its history
Before the arrival of CRM on the market, companies used to host the various customer relationship management solutions on their servers. However, this was very expensive, knowing that it took a lot of time: between several months and several years just for the configuration of the software. Question cost, it was necessary to spend, on average, a few million dollars… And it is without counting the complexity of such systems.
Faced with these market gaps, Salesforce decided to design its CRM software. It was not only more efficient, but above all much less expensive than the solutions already present since it is offered in the Cloud.
The Rise of Salesforce
Thanks to its software, Salesforce has managed to enter the big leagues. In fact, it became the fifth best software design company. It has made cloud computing its specialty, and that is what has made its success in large part. The software was not only powerful and efficient, but above all less expensive, which was unprecedented at the time.
Salesforce: what is it for? What are its repercussions?
Concretely, thanks to Salesforce, companies can take advantage of the Cloud to communicate with their partners and customers. They can also track and analyze customer data. The procedure is done in real time. Through Salesforce, companies have managed to increase their turnover by 27%. Not only: prospect conversations increased by 32%.
Optimal mobility
For its part, the customer satisfaction rate increased by 34%. Companies using Salesforce's CRM solution have also improved deployment speed by 56%. They have also been able to take advantage of the mobility guaranteed to them by the software. In fact, they can access it anytime, anywhere.
A marketing application par excellence
In addition to its practical aspects, Salesforce is a marketing solution par excellence. Indeed, through its applications, a company has the possibility of analyzing its performance in terms of CRM, while monitoring its sales and expenses. The software also allows the management of communication forums where customers and the company can communicate. It is also possible to set up a sales strategy via Salesforce.
Salesforce: what are the main features?
There are many features offered by Salesforce in terms of CRM.
Management of quotes for collection
Salesforce CRM is a handy feature that helps set up quotes. It gives sales reps the ability to choose the right quotes for their customers, while giving them the latest discounts.
The quotes set up through Salesforce CRM are remarkably accurate. It is possible to quickly submit them to customers. There is also Salesforce Lightning which, for its part, tangibly simplifies the process of collecting and sending invoices.
Contact management
The software allows businesses to access critical customer data. Thanks to this tool, they can also consult the history of their exchanges. You can also have an overall picture of the customer concerned.
Einstein Analytics
Through this feature, you can get complicated service and sales information through Business Intelligence. On the other hand, Einstein Analytics allows you to access Community Clouds, but also Sales and Service Clouds. You will find all kinds of useful data for both your partners and your customers.
Trailhead
For its part, this feature is more intended for startups and SMEs (Small and Medium Enterprises). It allows them, among other things, to retrieve data automatically from support channels, calendars or emails.
Mobility
With Salesforce, a business can access CRM data anytime, anywhere to view meetings, account updates, and events.
The sales forecast
The company can access a detailed summary of the sales pipelines. In this way, it can better adapt its behavior to market developments.
Track management
Here you will find a chronology of your activities on the Cloud CRM. Your contacts can access it. The tool allows you to learn more about the most effective practices in a given sector of activity.
What are the benefits of Salesforce?
Sales has a number of advantages:
- It is easy to use
- The software is offered in SaaS mode. Also, it is accessible anywhere in the world. All you need is an internet connection
- It is possible to integrate several third-party applications
What are the disadvantages of Salesforce?
The software, as powerful as it is, has some drawbacks:
- Without an Internet connection, it is impossible to take advantage of Salesforce services
- To access new features, additional costs are incurred.
- Customization can also be paid
- Fees can sometimes be higher than those offered by other CRM software
What products does Salesforce offer?
Several products are offered by Salesforce. Here is a recap:
| Cloud Service | It allows companies to communicate with their customers, while offering them quality services. It is also possible to track customer activities |
| MarketingCloud | It helps to track customer experience and launch multi-channel marketing campaigns |
| community cloud | It allows to interact with customers. They can also interact with the company. It's a mini social network |
| CommerceCloud | The company can offer services to customers wherever they are geographically |
| Cloud Analytics | It is a Business Intelligence platform. It allows you to develop diagrams, graphs, etc. |
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