What is Salesforce and how does it work ?

The need to digitize companies has led to the rise of various technologies, such as CRM (Customer Relationship Management). But, there is a CRM software that is breaking all the schemes, Salesforce .

Its ability to offer a wide range of services for companies is elevating it and making it a necessity to obtain optimal digitization of the company.

In this article we answer all your questions about Salesforce , probably the best CRM on the market for large companies.

What is Salesforce?

Many companies are frustrated or overwhelmed by their customer data and its complicated management . For example, the sales team does not share knowledge or data well with the marketing team; Marketing doesn’t know when a customer has contacted customer service…

Salesforce helps break down the barriers between departments to give companies a complete view of their customers and their interactions with the brand.

When Salesforce technology is implemented, marketing, sales, commerce, service, and information technology (IT) employees can share a single view of the customer from any device, anywhere in the world.

That’s why Salesforce calls its platform “ Salesforce Customer 360 ” because it’s a collection of powerful apps that help companies get a holistic view of their customers everywhere they come in contact with your brand.

What is Salesforce used for?

One other thing about Salesforce CRM: It ‘s software, not hardware, and it exists in the cloud . This means that marketing, sales, commerce, service and IT teams can be connected on the platform no matter where they are physically located in the world.

And now, with Slack , Customer 360 is the world’s #1 CRM that simplifies communication and information sharing between customers, teams, and partners , to power digital workflows for the new way of working.

This digital workplace helps businesses, government agencies, educational institutes, and nonprofits large and small deliver exceptional experiences for those they serve. And it’s doing it in every industry: from consumer goods, public sector, retail and manufacturing, to financial services, hospitality and many more.

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How does Salesforce work?

Customer 360 offers applications that unite all teams – marketing, sales, commerce, service and IT – around a single, shared view of customer data on an integrated platform.

Employees can access the information they need to do their jobs in the most optimal way. And they can collaborate and align with peers much more easily. Ultimately, this leads to more connected and personalized experiences for your customers, leading to stronger relationships.

How? This holistic view of each customer reduces the time it takes for companies to resolve customer issues . It also eliminates redundancies in communication and enables highly personalized interactions.

customer 360 salesforce

How can Salesforce be used for marketing? Marketing Cloud

Salesforce can help the marketing team tailor marketing messages to the right person, at the right time, on the right channel. It also helps improve lead generation , customer acquisition, and upselling and cross-selling opportunities .

Artificial intelligence (AI) integration helps plan and optimize every customer interaction. Data-driven decisions can be made quickly and easily about new customer segments to target.

Salesforce can also help create connected brand journeys that adjust based on customer interactions and give them the most helpful personalized experience.

How is Salesforce used for sales? Sales Cloud

The sales team can spend less time on data entry and more time connecting with customers . Salesforce tools can also help sales reps and support teams develop and implement an accurate and repeatable sales process.

Better yet, by connecting sales with the marketing and after-sales service team, opportunities increase and customer experiences feel more seamless and engaged.

Sales Cloud

Can Salesforce also work for B2C and B2B shopping and commerce?

To create simple, seamless business-to-consumer (B2C) and business-to-business (B2B) commerce experiences that help increase revenue, engage customers, and connect commerce with the rest of the business, Salesforce has the right tools.

Easy to implement and adapt, the Salesforce Commerce Cloud platform is flexible for eCommerce . It can help products and services for both businesses and consumers convert more customers with personalized shopping experiences.

Learn more about Commerce Cloud here.

What about customer service? Are there Salesforce tools for that?

Delivering consistent, personalized customer service at every interaction is made possible by Salesforce AI technology.

Numerous touchpoints can be managed, including customer service, self-service channels, and digital channels like chat, SMS, WhatsApp, Facebook Messenger, and more.

They have many ways to help resolve cases faster, provide instant support, and ensure the customer service team has a complete, informed view of the customer in every interaction.

What about IT?

Integrated information technology (IT) tools can help the entire organization build modern applications to meet the needs of employees, partners, and customers.

Salesforce can also help increase productivity by automating processes that help teams across an organization improve effectiveness, transparency, and security as needed.

Learn more about Salesforce for IT here.

Why is Salesforce obsessed with customers?

A staggering 80% of customers say the experience a company provides is just as important as its products and services, according to Salesforce’s State of the Connected Customer report. This means that it’s not just about what you offer customers, but also when, where, why and how you reach them.

Today’s customers want to be confident that they are getting what they need from their supplier, when and where they need it. They want effortless experiences and are loyal to brands they can trust. Salesforce connected customer experiences help build and secure that trust.

The Business Problems Salesforce Helps Solve

According to a study commissioned by Forrester Consulting, here are some of the challenges facing business leaders today:

  • 58 % agree that customer/lead and account data comes from too many sources to easily understand .
  • 58% agree that the lack of a business view of customer/lead data is a problem
  • 56% agree that organizational silos negatively impact the quality of experience for their customers or prospects .

So why is data isolated in organizations? Too often, companies take digital transformation initiatives separately. More than half of survey respondents report that their CRM systems are at least somewhat fragmented at their company.

While this approach can help solve a business problem in the short term, it can make it harder to deliver better customer experiences in the future.

The Global Problems Salesforce Helps Solve

As a company, Salesforce does much more than innovate CRM technology. Since they started in 1999, they have placed a strong emphasis on supporting the global environment.

Additionally, their 1-1-1 philanthropic model means they have donated more than $240 million in grants, 3.5 million hours of community service, and provided product donations for more than 39,000 educational and nonprofit institutions since they began. .

In short, Salesforce builds CRM-based tools and solutions for businesses of all shapes and sizes. But that is not all. They also have a great commitment to society, the environment and sustainability.

SAKHRI Mohamed
SAKHRI Mohamed

I hold a bachelor's degree in political science and international relations as well as a Master's degree in international security studies, alongside a passion for web development. During my studies, I gained a strong understanding of key political concepts, theories in international relations, security and strategic studies, as well as the tools and research methods used in these fields.

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