How Salesforce.com is Revolutionizing CRM

As previously mentioned, cloud computing has recently emerged as a pioneering model for hosting and distributing services over the Internet. Actually, the model entails sharing resources on a huge scale through a value effective and location independent process. While the resources on the cloud are deployed by the seller, they are utilized by the consumer (Belamkar, 2014). Cloud computing is very beneficial to organizations and companies because it is engaging to business organizations

Salesforce.com was formed fifteen years ago with the vision of revolutionizing the entire concept of CRM in the cloud computing system. It leads to the development of a new philanthropic model for all the others to follow, and it was only achieved by the wholehearted dedication and sincerity of its employee force, which have over the years formed a pillar of strength for the company. The stakeholders and the customers have all shown their immense support in the system, and it is because of their faith in the system, today it is known as the leading enterprise in the cloud-computing ecosystem. Industries and companies can now get connected to their consumers in a whole new way by the use of the latest innovations in mobile technology, cloud

Companies can remain agile and quickly build their systems with little delay. “One of the biggest advantages of a Cloud based system is that it can be easily set up in a very short period. The addition of new instances can be performed very quickly. In a cloud environment, software can easily be integrated. Hence, minimum effort is required to customize and integrate the applications.” (K. Pal, 2014).

Technology continues to influence the direction taken by business entities in an apparent attempt to gain competitive advantage over the rest of its direct competitors. One of the innovations that best embodies the desire to gain an advantage over direct competitors is through the use of cloud computing to improve efficiency and effectiveness in customer satisfaction. Cloud computing essentially involves using a network stemming from remote servers on the internet to process and disseminate data. Cloud computing uses remote network servers instead of a personal computer or a local server and it use also includes managing and storing data for a variety of purposes that a business chooses to engage in at its pleasure (Armbrust 55). Although

Cloud computing has drastically reordered the economics of how every size and type of business uses software. For the large enterprise there is no longer the need to go through an extensive capital expense (CAPEX) budgeting process, often involving the board of directors of a business (Aljabre, 2012). Cloud computing software is often pad for through operating expense (OPEX) budgets, which shifts the control of its budgeting to the line-of-business managers or those managers and executives responsible for a given business unit. This dynamic alone has completely reordered the enterprise software market, as cloud-based applications can often be modified significantly faster than on-premise applications (Lin, Chen, 2012). As a result of this flexibility, enterprises, medium-size and small businesses are all relying on cloud-based applications to automate those process areas that had been expensive and

Shortly after Salesforce.com brought this new concept to the world’s attention, Amazon.com proved it could outlast the dot-com bubble burst with the introduction of its web-based retail services in 2002. Amazon was the first major organization to modernize its data centers, which were utilizing only about 10% of their capacity at any given time (which was commonplace at the time, because companies were worried about sudden spikes in capacity needs). Amazon realized that the new cloud computing infrastructure model could allow them to use their existing capacity with much greater efficiency.

Especially true in today’s global economy, time is money and cost is the most volatile aspect of management. Efficient software solutions are an integral aspect of forward-thinking organizational management. The top competitors to Microsoft in the Customer Relationship

One major challenge is maintaining a competitive advantage. With advances in technology, other companies have been able to offer solutions that are much more affordable. The introduction of cloud-based software solutions has caused major disruptions to the client’s core business. Instead of investing in hardware with follow-up support, businesses are now able to utilize the same services through the cloud at a lower cost. The client must focus on emerging markets, as they are ripe for technological growth.

Salesforce is a cloud computing technology providing on demand CRM worldwide. CRM is a model used to manage organization interactions like phone calls, Emails, Meetings and Social media with customers and prospects penetrating

Salesforce.com spearheaded the cloud CRM platform that can be accessed entirely over the internet, that means customers do not need an infrastructure to buy, set up or manage the platform, they just need to log in and get the work done. Salesforce.com 's CRM service is broken down into these categories: Sales Cloud, Analytics Cloud, Service Cloud, Marketing Cloud, Community Cloud, App Cloud, Data Cloud and IoT. Salesforce.com facilitates companies with an interface for case and task management, and a system for automatically routing and escalating important events. The Salesforce customer portal enables users the capability to track their own cases, includes a social networking plug-in that facilitates the user to join the discussions about their company on social networking websites, provides analytical as well as services like chat, email alert, Google search etc.

For example, when a customer is transferred from one customer service representative to another the CRM system would transfer all customer information and conversation notes so that the employee does not have to waste time asking all the same questions that the first representative asked before being able to attempt to help the customer. However, CRM’s primary focus is to create higher revenue by helping companies build a larger percentage of loyal customers through the use of building trust and relationships with their current and future customers. Acquiring new customers is extremely costly for a company. Surveys have shown that it could cost a company six times more to acquire a new customer than to keep a current customer. Not only that, but if a company is able to build a loyal customer base those loyal customers are worth much more than their own personal purchase volume. A loyal customer is likely to share their experience with others about companies that they are very loyal to and have a close relationship with. Therefore, the company is able to acquire repeat sales to the current customer and able to obtain new customers without any additional cost required to try to attract a new sales and customers. In addition, it has also been shown that it is 16 times easier to sell to an existing customer than it is to sell to a new

In Customer Relationship Management (CRM), we can clearly see how Starbucks has applied information technologies (IT). For Starbucks to become famous and achieve such success as it is today, it is not only due to the quality of products that Starbucks offers to the marketplace, but also its customer service. During the presentation of group six, they had said that a smart business was the one whose priority was to take care of its customer. In other words, customers are assets of a company. We strongly agree with it. And Starbucks is not an exception; it has captured it very well, and even recognizes the advantage of the implementation of IT will help serve customers much better, and make it turn out to be a well-known brand by using

There is almost 2.5 quintillion bytes of data generated every day in the world as per the reports of IBM. With so much of data available at present in the world, there is a need to filter the information that is most important to you and your organization in order to have easy access to data and make highly informed decisions. You can make sense of huge amounts of data and take fact-based decisions in real time with the help of an executive dashboard. The executive dashboards are also called as strategic dashboards. It is a graphical interface that uses real-time data. The managers of an organization can identify opportunities for expansion and critical metrics, and check for areas that need improvement. The executive

The Customer Relationship Management (CRM) improved the customer relationship efficiency. In the past, customer information was decentralized and not shared among all the subsidiaries. This could lead to mistakes in sending invoice to the right customer. Today, this kind of risk is avoided, because all platforms share the whole customers’ information.

According to above theoretical studies, ASP vendors offer accessibility of applications on various mediums On-Premise or On-Demand and compatibility of using the application on web browsers, mobile devices, handheld devices, etc. Some enterprises would prefer to have complete control on the CRM systems internally, whereas some prefer to have it on the Internet for various reasons like the flexibility of the business model, budget, internal IT resources, time to market, etc. For our empirical study, we have selected 2 ASP vendors Siebel and Salesforce.com that offers solutions via different approaches On-Premise or On-Demand —based on their leading ASP market situations, a wide range of CRM applications and integrated