CRM01: Salesforce CRM and Business Intelligence

Training Presented by: Oyinua Fumudoh

Version 1.0

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Our Agenda for Day 1

CRM OverviewIntroduction to Customer Relationship Management

CRM Solutions Meet the popular brands in the CRM

industry

Business Intelligence overview Definition, & Examples

Salesforce CRM Overview Sales Cloud, Service Cloud, Marketing

Cloud,Community Cloud, Platform and Apps Q and A

General question and answer session

CRM Overview Definition, history & use cases

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What is CRM?CRM stands for customer relationship management. It is a category of integrated, data-driven solutions that

improve how you interact and do business with your customers. CRM systems and applications are designed to manage and maintain customer relationships, track engagements and sales, and deliver

actionable data-all in one place.- Microsoft

- CRM stands for “customer relationship management” and it’s software that stores customer contact information like names, addresses, and phone numbers, as well as keeps track of customer activity like

website visits, phone calls, email, and more.- Salesforce

5What is CRM? (Contd.)

CRM solutions streamline processes and increase profitability in your sales, marketing, and service divisions. A strong CRM solution is a multifaceted platform where everything crucial to developing, improving, and retaining your customer relationships is stored. Without the support of an integrated CRM solution, you may miss growth opportunities and lose revenue because you’re not maximizing your business relationships.

Imagine misplacing customer contact information, only to learn that your delay pushed your client into the arms of a competitor. Or, picture your top two

salespeople pursuing the same prospect, resulting in an annoyed potential customer and some unfriendly, in-house competition. Without a centralized program where your people can log and track customer interactions, your business falls behind schedule and out of touch.

With a reliable CRM system, enterprises can market smarter, sell effectively, and interact and respond everywhere. It provides business intelligence and productivity through tight integration with other business applications already in use. And it’s all in the cloud.

CRM explained

6Core Business Benefits of CRM

Centralize customer information

Automate marketing interactions

Provide business intelligence

Facilitate communications

Track sales opportunities

Analyze data

Enable responsive customer service

CRM tools make the customer-facing functions of business easier. They help to:

7CRM Use casesHow do various industries use CRM?

Financial ServicesFrom banking to insurance, commercial onboarding and

other financial services

Healthcare and Life sciences

Facilitate patient health and employee onboarding, create

communities to connect doctors

High-techTrack distribution, patent applications, IT hardware, projects, assets and more

ManufacturingUse CRM to manage

deliveries and field operations more efficiently, track ROI

RetailConnect store employees to

customers, manage inventory and supplier relationships

MediaManage media more

efficiently, track ad assets and insertions, manage client

campaigns

CommunicationsAdvertise, market and acquire

customers, build troubleshooting apps, provide

answers to customer questions

GovernmentConnect government

agencies with users of public services and maintain a 360

degree view of public services used.

CRM Solutions Popular CRM solutions and their

features

9Top CRM SystemsBy adoption

Salesforce Dynamics 365

Hubspot CRM InsightlyBy salesforce.com By Microsoft By Hubspot Inc By Insightly Inc

10Top CRM Systems (contd.)

Infusionsoft Zoho CRM Oracle CRM on Demand

SAP CRMBy Infusionsoft By Microsoft By Oracle By SAP

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11Top CRM Systems (contd.).

Sugar CRM Pardot Agile CRM SuiteCRMBy Salesforce Marketing Manager Graphic Designer

Business Intelligence overview

Cio.com Explains

13Business Intelligence

Business Intelligence (BI) encompasses a broad set of terms that are used to give information about a business. The information gathered by Business Intelligence can be used to give specific and detailed information regarding a business’ viability and can help the user make qualified and better decisions.

Business Intelligence information includes several components: data mining, data analysis, forecasting, decision support systems. Gathering and exploring all the data available is typically done using Business Intelligence tools from different providers: e.g. Oracle Business Intelligence, IBM Cognos, SAS).Business Intelligence is typically applied in a company for the following purposes:• Performance measuring, if you are interested in exploring specific number-driven metrics and benchmarks

related to a set of goals• Quantitative analytics, if a company uses programs to determine specific data and perform statistical

analysis and/or predictive business modelling• Company reporting, if you should gather the number of items sold over a specific amount of time or in a

specific location for a member of the board of directors• Knowledge management and sharing

A brief Overview

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Salesforce CRM OverviewSales Cloud, Service Cloud, Marketing Cloud, Community Cloud, Platform and

Apps

18Referenceshttps://www.microsoft.com/en-us/dynamics365/what-is-crm http://www.streetdirectory.com/travel_guide/124130/enterprise_information_systems/crm_history_the_evolution_of_better_customer_service.html https://www.avidian.com/blog/a-quick-history-of-customer-relationship-management-part-1 http://www.zazachat.com/kb/crm/articles/crm_history.aspx 

https://www.crmswitch.com/crm-industry/crm-industry-history/ http://www.softwareadvice.com/resources/crm/ https://www.theguardian.com/society/2004/jan/13/2

http://www.softwareadvice.com/resources/crm-software-small-business-buyerview-2014/