Salesforce Executive Summary

Mayo Clinic: is in the business of providing patient care through their many different Clinics and hospitals. They are ranked number two as one of the top twenty hospitals for heart and heart surgery per the Forbes list of top hospitals, and they ranked seventy one out of one hundred in the top one hundred places to work (Forbes, 2012).

CRM systems consist of history purchase and information of customers. It can help track customer more easily. It can reduce the process time and increase productivity.It will resist the activities of competitors attempting to attract customers’ patronage. Customers will loyal and would not switch

From an organizational and profitability standpoint, an efficient, easy to use, and unified CRM system, captures all key and critical data from sales and marketing to commercial operations, all the while focusing on sales process, sales efficiencies, and increasing sales, all contributing to the bottom-line profitability of the organization. Data has proven that CRM platforms increase the productivity and profitability of individual departments and subsidiaries, these same platforms and characteristics will have the same ramifications on a larger scale organization, especially an organization that spans the global footprint, such as

✓ Costly – CRM software is highly priced, and hidden costs involved, for example, training session.

Marketing Analysis: Be our guest is an established service sector business. The company rents party equipment to other businesses and individuals for varied occasions, such as marriages and parties, which makes the demand for it being cyclical. The company is known for the high quality equipment they deliver and the extra ordinary services they provide in comparison to their competitors. Over the last three years from 1994 to 1997 the net sales for Be Our Guest have increased by 11% in 1994-1995 then by 9% in 1995-1996 and by another 23% from 1996-1997. There are number of factors causing this rapid escalation in sales. Having a strategy of providing high level of service and quality developed long-term relationship with the clients. Furthermore, those loyal and satisfied customers’ help in the promotion of the business as new clients come from a word of mouth of existing clients.

Salesforce.com (NYSE:CRM) is the world leader in Customer Relationship Management (CRM) software specifically designed for small and medium businesses, enterprises and government organizations. Salesforce.com was the first enterprise software company to break the $1B barrier of CRM sales on the cloud computing platform (Salesforce Investor Relations). It is also the first company to successfully orchestrate complex product and services strategies entirely on the Internet. This company's ability to orchestrate connectivity, cloud integration, enterprise storage and enterprise-wide applications is revolutionizing the economics of cloud computing today (Hedgebeth, 49). The strategic direction of the company is to expand quickly off of its sales base of applications, into customer service and support (Salesforce Investor Relations). As research studies from Gartner have shown, the majority of software sales in CRM today are in Customer Service and Support (34%) followed by Sales (26%) and Marketing (20%) (Salesforce Investor Relations). Salesforce.com reported $3B in revenue for their latest fiscal year and a $270M loss. Salesforce.com's success in enterprise CRM against entrenched competitors including Oracle and SAP is noteworthy, as both of these competitors rely on an on-premises application delivery model. The on-premises model is significantly more time-consuming to implement and often requires companies to

Using a CRM program is an effective tool to track of core customers’ needs and wants then individualize those needs with your products and services that match those needs. Moreover, the CRM program can keep track of contact,

Salesforce.com (NYSE:CRM) is the global leader of cloud-based Customer Relationship Management (CRM) applications and platforms, and operates in over 70 nations. Salesforce ended its latest fiscal quarter on April 30, 2013, attaining $892M in revenues and earning -$67.7M in Net Income (Salesforce Investor Relations, 2013). The company is also highly recognized for successfully integrating a wide variety of social media application feeds into their enterprise-class CRM systems, creating an entirely new category of customer relationship platforms called Social CRM or SCRM (Salesforce Investor Relations, 2013). All Salesforce.com applications and platforms are delivered over the Internet using cloud computing technology at the foundational level with applications often configured using Software-as-a-Service (SaaS). This has provided Salesforce.com with several significant competitive advantages against on-premise enterprise software vendors including a completely different pricing model where customers only pay for the segment of the applications they use. Salesfroce.com customers often pay for their application sue out of the operating expense (OPEX) budgets, which individual line-of-business managers often have direct control over. This flexibility in spending options, along with speed of implementation, has earned Salesforce.com global market share leadership as shown in Figure 1.

To provide tools that help companies satisfy their customers, Customer Relationship Management Systems include different technologies. They use software such as SAP AG, Oracle, Siebel Systems, Epiphany, and People Soft. All of the mentioned software are

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

In order to establish a suitable CRM system and increase the success rate, understanding CRM processes is especially important. Building CRM system, there are many works need to do(). Firstly, the target customer market should be identified. Different customer strategies are focused on different target customer markets based on their profitability. Then, firms set customer objectives, for example, acquire customer satisfaction and loyalty. After that, the leaders and managers should support and commit the implementation of a CRM system. At the same time, when companies change their targets, a plan about changing

From a business perspective, there exists a significant difference exists between two CRM applications - Siebel and Salesforce.com in terms of Total Cost of Ownership (TCO). As shown in table 5.4.1, our analysis is based on 50 users using both ASP products equates to saving of

There are a few disadvantages as well as benefits as to having CRM Software. A common one is that the software is often too complex and difficult to understand, which may end up having some of its functions unutilized. If this happens the customer may become uncomfortable with not having the ability to understand the software. Another big disadvantage is that a system that has good usability tends to have poor security and vice versa. Due to this occurrence, if confidentiality is endangered it can be very hard to gain back customers trust (Kikoy).

Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.

But, some of the disadvantages of customer relationship management system appeared at the same time. Company which using CRM is put too much focus on sales department and not integrate with accounting and marketing information, the customer relationships spread the whole life cycle but the company representative was forgetting and not connect with the service departments. In addition, the ability in performance will go down if the process of CRM dehumanized. It is because the system need people create the needed information and the human thought is needed to input information. The inputting data