What is CRM?

The simplest, broadest definition can be found in the name: CRM is a comprehensive way to manage the relationship with your customers —
including potential customers — for long-lasting and mutual benefit. More specifically, modern CRM systems enable you to capture information
surrounding customer interactions and integrate it with every customer-related function and data point.

The resulting information mosaic is then used to create and automate a variety of processes that identify, and describe, valuable customers.
Most important, these processes help you personalize new and ongoing interactions to cost-effectively acquire, stay close to, and retain these
"good" customers.

Put another way, there are good customers and not-so-good customers. Can you tell them apart? What will it take to keep the good ones good
(or make them better) — and how can you get more of them? Can you improve the not-so-good ones — and is it worth the effort? Now apply
these principles automatically, to your entire customer base and prospect pool, as your business and the market evolve over time. That is
CRM.

CRM: The Payoff

On the plus side, customers with successful CRM systems report higher profits; lower costs to attract and retain customers; greater customer
loyalty; and smoother, more streamlined workflows. Specific benefits cited include: More timely and targeted customer services

• Increased per-customer revenues

• Greater cross-sell and up-sell success
• Trimmed sales cycles
• More-efficient call center operations
• Improved sales forecasting
• Fewer customer problems
• Better-informed marketing decisions
Acquire New Customers and Grow Your Business
Generate leads by advertising your business online with Google AdWords.
Turn those leads into new customers with Salesforce CRM.

Convert leads into Manage customer

Manage the customers relationships
follow-up process Update deal information, Acquire deep knowledge
Log calls, send emails, track opportunity of every account,
Capture leads
from your Web site and update the status of milestones, and record facilitate collaboration,
your leads so that you all opportunity-related and build and maintain
Prospects fill out a Web interactions. strong, lasting customer
People click on never miss an
form, which creates a relationships.
your ad opportunity.
lead in Salesforce that is
When people search routed to your sales
on Google, your ad is team.
displayed and traffic is
Advertise your driven to your site.
business on Google
Take five minutes
to write your ad
and select a couple
keywords—even target
your ad locally.

Measure what’s working

• A real-time view of your business
• A single solution for insight
• Customizable reports
Manage Customer Relationships
When you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them.
You can then use Salesforce to capture call notes and create a follow-up task if need be.

Gather Insight Update Information

Salesforce provides a place Assign Tasks
Search Salesforce By clicking on a contact or
to log call notes, save Often times you’ll need
account, you can view all
The first thing you want important emails, and to assign a follow-up
their activity history,
A Customer Calls to do is search update information so task for yourself or Follow Up
outstanding follow-up
Salesforce to see what everyone knows where someone else on your
The customer may be items, and other pertinent Assigning tasks in
information is things stand. team.
calling you directly or information. Salesforce improves
available.
they may have been collaboration and
transferred to you. creates true
accountability.

Measure what’s working

• A real-time view of your business
• A single solution for insight
• Customizable reports
Streamline Your Service and Support Organization
Effective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent
service and support across many channels including phone, email, Web, and chat.

Customer Logs a Case Case Is Routed

When a customer has a
problem, they can log a case
online or call your support
team.
Cases can be Gather Insight
automatically routed to An agent works the case,
a queue based upon reviewing account Find Solutions
business rules. information such as The agent can quickly
entitlements and activity solve the case using
history. Case Closed
suggested solutions from
the knowledgebase. The agent
communicates the
solution over the phone
uses an email template
and closes the case. Customer Portal
The customer has 24/7
self-service access to
their case history, the
knowledgebase, and the
online community
through the customer
portal.