SALESFORCE AND RELATED TOOLS
Presented by: Ademola Osindero
Organised by: Debasis Chakraborty
Hult Students
Agenda
� Introduction to CRM
� Demo on Salesforce CRM
� Demo on Other CRM Tools � Demo on Other CRM Tools
� SugarCRM
� Highrise/FatfreeCRM
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)
Introduction to CRM – Use Case
Emails
Appointments - TDL
HBC Associates Clients
Phone Calls
Conversations
Introduction to CRM – Use Cases
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)
Introduction to CRM – CRM Elements
� Lead - Lead Generation
� Account – Account Qualification
� Contact – Contact Management
� Opportunity – Opportunity Management� Opportunity – Opportunity Management
� Campaign
� Task
� Workflow
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
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: ***
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]
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
Introduction to CRM – CRM Elements
Prospecting
Analysis
ProposalProposal
Negotiation
Review
CloseOpportunity
Pipeline/Funnel
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%
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
Introduction to CRM – Examples
� Salesforce
� SiebelCRM
� Highrise
� SugarCRM, FatfreeCRM� SugarCRM, FatfreeCRM
� MS Dynamics CRM
� Sage ACT!
� ProphetCRM