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Salesforce.com

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The document discusses Salesforce.com, the leading provider of customer relationship management (CRM) software delivered as a service. It provides information on Salesforce's history and success, how it overcome key challenges of competitors and expansion, and how features like the App Exchange allow third-party developers to create add-ons for its platform. The document also outlines some of the advantages and disadvantages of Salesforce's software-as-a-service model compared to traditional on-premise CRM software.

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SALESFORCE.COM: Software-as-a-Service goes mainstream Viraj Rathod – A005 Priyanka Asati - A010 Dhruv Patel – A018 Parag Mahajan - A020
AGENDA • Information about Salesforce.com • CRM • Key Features • Challenges • Solution • Take Away Points • Question and Answers • Real Time Activities
What is Sales Force? • Headquartered in San Francisco,USA. • Salesforce.com hosts the applications offsite. It is best known for its Customer Relationship Management (CRM).
History of Salesforce.com Founded • Founded in 1999 Founder • By former oracle executive Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Domingu
Cont.... • Its services translated into 16 different languages and currently has 82,400 customers and over 2,100,000 subscribers. • Provides CRM solutions in the form of ‗software-as-a- service‘.
What is CRM?? • Strategy for managing a company‘s interactions with customers, clients and sales prospects. • Describes a company-wide business strategy including customer-interface departments as well as other department
Cont..... It involves using technology to • organize • automate and • synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support
USES OF CRM Sales marketing CRM cloud apps CRM cloud apps let provide real-time marketers track visibility into their leads and team‘s activities so sources, route leads they can forecast sales to the right with confidence. salespeople in real time, and provide For sales reps, CRM cloud the analytics to see apps make it easy to what‘s working and manage customer what can be information so reps improved. spend less time handling data and more time with customers.
Success of Salesforce.com:- 1.On demand model of software distribution: Eliminated the need for large up-front capital investment in systems eliminates lengthy implementation on corporate computers. 2.Cost of Subscription:  For Group version for SMALL Sales and Marketing team-$9 per month.  For LARGE enterprise and ADVANCED version-$65 per month.
Key Features Expensive licensing Hardware for Operating subscribers to systems and purchase, scale Application and servers to install maintenance Maintenance Database fees servers to install Consultants and staff
Key Features(cont.)… • Implementation time- 0 to 3 months • System is accessible via a standard web browser • Salesforce.com continually updates its software behind the scenes • Provided tools to customize features of the software ▫ To support a company’s unique business processes
Key Features(cont.) Company offers better scalability than those provided by large enterprises As they eliminate the cost and complexity Of managing multiple layers of hardware and software
Salesforce.com
THREE CHALLENGES OF SALESFORCE.COM Beat the competitors Expansion of business Availability of services
a. Beat the competitors Competitors like – a) The big traditional companies b) New Challenger
a. Beat the competitors… • Microsoft, SAP and Oracle rolled out subscription based versions of their CRM products • Net suite have made some inroads against Salesforce’s market share
MICROSOFT’S STRATEGY • Developing an acceptable ON-DEMAND CRM product  As the average customers have already familiarity with Microsoft applications • Offer their product at half the price of Salesforce.com  This tactic was very effective in other markets to pressurize the competitor
OTHER COMPETITOR’S STRATEGY… • Salesforce’s has yet to capture the larger size of the market share of their competitors As of 2007, SAP’s CRM market share was 25.7% compared to only 7 % for Salesforce.com • IBM’s customer base includes 9000 software companies These are likelier to choose IBM over Salesforce.com
B. EXPANSION OF BUSINESS… • Currently, Salesforce is used mostly by sales staff ▫ To keep track of leads and customer lists • Salesforce made partnership with Google (more specifically Google Apps) to provide additional functionality
B. EXPANSION OF BUSINESS • Salesforce.com is combining its service with By allowing customers to accomplish more tasks via the Web
c. AVAILABILITY OF SERVICES • Salesforces.com subscribers depend on the service being available 24x7 • But occassional outrages have occurred ▫ Making some companies to rethink their dependency on software as a service
How Sales Force overcome challenges? : • SAP CRM VS Sales force CRM  SAP CRM soft Saleforce.com offers primarily a demand CRM whereas what is offered by SAP is a hybrid CRM  SAP CRM is unwieldy, complex, requires consultant support  SAP CRM On-Demand pricing is $75 per user for SFA, Marketing or service - or $125 per user for all 3 modules. There are a minimum 100 users.  CRM from Sales force cost2$ to $ 250 Per user/ month for any no of users  The Sales force. Com foundation provides free and/or deeply discounted licenses to certain categories of organizations such as 501(c)(3) corporations and B corporations.
CONT……….. Sales force CRM vs. Microsoft CRM  Microsoft CRM – There is only one edition of Microsoft CRM Dynamics online. The subscription cost is $44 per user per month. Where as professional plus costs $59 per user per month  A 12 month commitment is required, but billing can be monthly. The subscription auto-renews at the end of the subscription term.  Sales force CRM has upper hand over Microsoft CRM dynamic professional plus on basis of On Demand Service
CONT……….. Sales force CRM vs. Sugar CRM by IBM  Sales force CRM provide office integration support also provides for a Web-based interface and Native access via Microsoft Outlook. However, Sales force Enterprise version alone provides for Web service support  Sugar CRM from IBM requires Exchange, Riva Integration server provides native support for Snow Leopard Mac iCal, Mail and Address Book and Microsoft Entourage for Mac.
CONT……….. Sales force CRM vs Oracle On Demand CRM  Sales force had Government information support, Proprietary licenses, Template, Multi Languages, Multi currency, Customizable data fields as Channel management features  It also surpassed On Demand CRM on basis of Collaboration features like mobile access, remote access and tracking, work flow rules and management Lack of email marketing and Mailing list management was also demerit of oracle  Roles organizational hierarchy was missing also security admin profiles were not there in on demand CRM However it was costing around $70 per user per month over $125 of SF CRM
CONT……….. NetSuite CRM VS Sales force CRM NetSuite CRM lacked Financial and Government support in Industry solution feature Collaboration feature does not has chatting feature Security features lacked Data Encryption and Field level security support Market automation lacking Social Media Support
Integration of various functions on sales cloud Sales force.com Social Mobile Chatter Enterprise Social
CONT……….. Salesforce.com is pushing a cloud vision called the ―Social Enterprise‖. To engage customers, co-workers, partners via social media. Databases are maintained in real time.
Expanding Business Sales force.com Google applications More Tasks accomplished through Web
Salesforce.com
 Currently considered as Distribution deal galvanize On Demand software
Force.Com  Application development Platform for independent software developers  Small organizations can download these software's online
CONT……….. App Exchange Force.com Third Party software Add Ons Development
What is App Exchange? Paas (Platform as a Service). Build, develop, customize and market your applications and share it. No need to purchase and install the software.
Benefits of APP Exchange  Showcase their talent and take their application to market quickly.  Rapport with potential customers.  It provides the easiest and fastest access to over a thousand apps.  Innovative applications.  Demos and content, administer free trials, and provide support information.  Reviews can be posted.
Occasional Outrages SLA RaaS Real-time sandbox environments
Salesforce.com
Q 1. What are the advantages and Disadvantages of SaaS model ? ANS: Advantages High Adoption Lower Initial Costs Painless Upgrades Seamless Integration
Cont…. • Disadvantages  Some organizations find it very difficult to relinquish control or trust third parties to manage their applications and data.  Some vertical markets require industry specific business applications for which SaaS solutions are not available.  Organizations without clear Customer Relationship Management objectives and defined business processes will be no better off with a CRM SaaS solution than with an on-premise solution.
Q 2. What are some of the challenges facing Sales force as it continues its growth ? How well it will be able to meet those challenges ? ANS: Challenges:  Beat the competitors Like Oracle, SAP, Microsoft, IBM, NetSuite  Expansion of business Currently used by sales person for keeping track of leads, Customer list. Company is trying to provide additional functionality.  Availability of services Customer depend on service being available 24x7 occasional outrages have occurred. Solutions:  Introduction of App exchange that is Paas System to compete with competitors Various features available in software which surpass Microsoft, Oracle, SAP, IBM and NetSuite.  Real-time sandbox environments.  Tie up with google for Expansion.
Q 3. What kind of business could benefit from switching to sales force and why? Ans: o Salesforce gives companies a single place to store all their information and can only be accessed by authorized employees. So almost any company can benefit from using Salesforce.com but the ones that could benefit most are:  Small to medium size businesses are most likely to benefit because of lower cost and their inability for in-house computing.  Businesses that are trying to increase the sophistication of their computing abilities could also benefit from using Salesforce.com applications (as long as the two are compatible).  Businesses that rely on Smart Customer Management would benefit immensely from the tools available at Salesforce.com.  Also, companies that have small sales and Marketing firms can benefit from the Salesforce.com business model.
Q 4.What factors would you take into account in deciding whether to use Sales force for your business ? Ans:  Businesses should assess the costs and benefits of the service, weighing all people, organization, and technology issues.  Does the software-as-a-service applications integrate well with the existing systems?  Does it deliver a level of service and performance that‘s acceptable for the business?  One more important thing to take into account is reliability of Internet Service as Salesforce.com applications require constant internet connection.  Finally, one would also need to think about any Security Issues that could affect the business while using cloud computing.
Q5.What are the most popular applications on App Exchange ? What kinds of processes do they support ? Ans:  Data Loader for Sales force: Used to quickly import, export and delete an unlimited amount of data in Sales force  LinkedIn for Sales force: Sales intelligence from LinkedIn - directly in Salesforce.  Dupe Catcher, Real Time DE duplication: DE duplication of leads, accounts (both person and business), and contacts  Conga Composer: Conga Composer - One click to proposals, account plans, contracts and more
Q6.Could company run its entire business on Salesforce.com and App Exchange? Explain your answer Ans: Yes, certain smaller enterprises can be run through salesforce.com and app Exchange because now app exchange has following applications in addition to previous i.e. Human Resources Legal IT R & D Sales Operations Finance & Accounting
Q7.Which kind of companies more likely to use app exchange?What does this tell you about how Salesforce.com is being used? Ans: AppExchange is a community where you can build, develop, customize and market your applications People across different service sectors like business analysts, developers, IT and finance professionals, to name a few, use AppExchange to their advantage. These are being used by middle or small size enterprises as it is sufficient for their application needs. Also these Apps are free being developed by someone for trial small enterprise can easily test particular app.
Salesforce.com

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Salesforce.com

  • 1. SALESFORCE.COM: Software-as-a-Service goes mainstream Viraj Rathod – A005 Priyanka Asati - A010 Dhruv Patel – A018 Parag Mahajan - A020
  • 2. AGENDA • Information about Salesforce.com • CRM • Key Features • Challenges • Solution • Take Away Points • Question and Answers • Real Time Activities
  • 3. What is Sales Force? • Headquartered in San Francisco,USA. • Salesforce.com hosts the applications offsite. It is best known for its Customer Relationship Management (CRM).
  • 4. History of Salesforce.com Founded • Founded in 1999 Founder • By former oracle executive Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Domingu
  • 5. Cont.... • Its services translated into 16 different languages and currently has 82,400 customers and over 2,100,000 subscribers. • Provides CRM solutions in the form of ‗software-as-a- service‘.
  • 6. What is CRM?? • Strategy for managing a company‘s interactions with customers, clients and sales prospects. • Describes a company-wide business strategy including customer-interface departments as well as other department
  • 7. Cont..... It involves using technology to • organize • automate and • synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support
  • 8. USES OF CRM Sales marketing CRM cloud apps CRM cloud apps let provide real-time marketers track visibility into their leads and team‘s activities so sources, route leads they can forecast sales to the right with confidence. salespeople in real time, and provide For sales reps, CRM cloud the analytics to see apps make it easy to what‘s working and manage customer what can be information so reps improved. spend less time handling data and more time with customers.
  • 9. Success of Salesforce.com:- 1.On demand model of software distribution: Eliminated the need for large up-front capital investment in systems eliminates lengthy implementation on corporate computers. 2.Cost of Subscription:  For Group version for SMALL Sales and Marketing team-$9 per month.  For LARGE enterprise and ADVANCED version-$65 per month.
  • 10. Key Features Expensive licensing Hardware for Operating subscribers to systems and purchase, scale Application and servers to install maintenance Maintenance Database fees servers to install Consultants and staff
  • 11. Key Features(cont.)… • Implementation time- 0 to 3 months • System is accessible via a standard web browser • Salesforce.com continually updates its software behind the scenes • Provided tools to customize features of the software ▫ To support a company’s unique business processes
  • 12. Key Features(cont.) Company offers better scalability than those provided by large enterprises As they eliminate the cost and complexity Of managing multiple layers of hardware and software
  • 14. THREE CHALLENGES OF SALESFORCE.COM Beat the competitors Expansion of business Availability of services
  • 15. a. Beat the competitors Competitors like – a) The big traditional companies b) New Challenger
  • 16. a. Beat the competitors… • Microsoft, SAP and Oracle rolled out subscription based versions of their CRM products • Net suite have made some inroads against Salesforce’s market share
  • 17. MICROSOFT’S STRATEGY • Developing an acceptable ON-DEMAND CRM product  As the average customers have already familiarity with Microsoft applications • Offer their product at half the price of Salesforce.com  This tactic was very effective in other markets to pressurize the competitor
  • 18. OTHER COMPETITOR’S STRATEGY… • Salesforce’s has yet to capture the larger size of the market share of their competitors As of 2007, SAP’s CRM market share was 25.7% compared to only 7 % for Salesforce.com • IBM’s customer base includes 9000 software companies These are likelier to choose IBM over Salesforce.com
  • 19. B. EXPANSION OF BUSINESS… • Currently, Salesforce is used mostly by sales staff ▫ To keep track of leads and customer lists • Salesforce made partnership with Google (more specifically Google Apps) to provide additional functionality
  • 20. B. EXPANSION OF BUSINESS • Salesforce.com is combining its service with By allowing customers to accomplish more tasks via the Web
  • 21. c. AVAILABILITY OF SERVICES • Salesforces.com subscribers depend on the service being available 24x7 • But occassional outrages have occurred ▫ Making some companies to rethink their dependency on software as a service
  • 22. How Sales Force overcome challenges? : • SAP CRM VS Sales force CRM  SAP CRM soft Saleforce.com offers primarily a demand CRM whereas what is offered by SAP is a hybrid CRM  SAP CRM is unwieldy, complex, requires consultant support  SAP CRM On-Demand pricing is $75 per user for SFA, Marketing or service - or $125 per user for all 3 modules. There are a minimum 100 users.  CRM from Sales force cost2$ to $ 250 Per user/ month for any no of users  The Sales force. Com foundation provides free and/or deeply discounted licenses to certain categories of organizations such as 501(c)(3) corporations and B corporations.
  • 23. CONT……….. Sales force CRM vs. Microsoft CRM  Microsoft CRM – There is only one edition of Microsoft CRM Dynamics online. The subscription cost is $44 per user per month. Where as professional plus costs $59 per user per month  A 12 month commitment is required, but billing can be monthly. The subscription auto-renews at the end of the subscription term.  Sales force CRM has upper hand over Microsoft CRM dynamic professional plus on basis of On Demand Service
  • 24. CONT……….. Sales force CRM vs. Sugar CRM by IBM  Sales force CRM provide office integration support also provides for a Web-based interface and Native access via Microsoft Outlook. However, Sales force Enterprise version alone provides for Web service support  Sugar CRM from IBM requires Exchange, Riva Integration server provides native support for Snow Leopard Mac iCal, Mail and Address Book and Microsoft Entourage for Mac.
  • 25. CONT……….. Sales force CRM vs Oracle On Demand CRM  Sales force had Government information support, Proprietary licenses, Template, Multi Languages, Multi currency, Customizable data fields as Channel management features  It also surpassed On Demand CRM on basis of Collaboration features like mobile access, remote access and tracking, work flow rules and management Lack of email marketing and Mailing list management was also demerit of oracle  Roles organizational hierarchy was missing also security admin profiles were not there in on demand CRM However it was costing around $70 per user per month over $125 of SF CRM
  • 26. CONT……….. NetSuite CRM VS Sales force CRM NetSuite CRM lacked Financial and Government support in Industry solution feature Collaboration feature does not has chatting feature Security features lacked Data Encryption and Field level security support Market automation lacking Social Media Support
  • 27. Integration of various functions on sales cloud Sales force.com Social Mobile Chatter Enterprise Social
  • 28. CONT……….. Salesforce.com is pushing a cloud vision called the ―Social Enterprise‖. To engage customers, co-workers, partners via social media. Databases are maintained in real time.
  • 29. Expanding Business Sales force.com Google applications More Tasks accomplished through Web
  • 31.  Currently considered as Distribution deal galvanize On Demand software
  • 32. Force.Com  Application development Platform for independent software developers  Small organizations can download these software's online
  • 33. CONT……….. App Exchange Force.com Third Party software Add Ons Development
  • 34. What is App Exchange? Paas (Platform as a Service). Build, develop, customize and market your applications and share it. No need to purchase and install the software.
  • 35. Benefits of APP Exchange  Showcase their talent and take their application to market quickly.  Rapport with potential customers.  It provides the easiest and fastest access to over a thousand apps.  Innovative applications.  Demos and content, administer free trials, and provide support information.  Reviews can be posted.
  • 36. Occasional Outrages SLA RaaS Real-time sandbox environments
  • 38. Q 1. What are the advantages and Disadvantages of SaaS model ? ANS: Advantages High Adoption Lower Initial Costs Painless Upgrades Seamless Integration
  • 39. Cont…. • Disadvantages  Some organizations find it very difficult to relinquish control or trust third parties to manage their applications and data.  Some vertical markets require industry specific business applications for which SaaS solutions are not available.  Organizations without clear Customer Relationship Management objectives and defined business processes will be no better off with a CRM SaaS solution than with an on-premise solution.
  • 40. Q 2. What are some of the challenges facing Sales force as it continues its growth ? How well it will be able to meet those challenges ? ANS: Challenges:  Beat the competitors Like Oracle, SAP, Microsoft, IBM, NetSuite  Expansion of business Currently used by sales person for keeping track of leads, Customer list. Company is trying to provide additional functionality.  Availability of services Customer depend on service being available 24x7 occasional outrages have occurred. Solutions:  Introduction of App exchange that is Paas System to compete with competitors Various features available in software which surpass Microsoft, Oracle, SAP, IBM and NetSuite.  Real-time sandbox environments.  Tie up with google for Expansion.
  • 41. Q 3. What kind of business could benefit from switching to sales force and why? Ans: o Salesforce gives companies a single place to store all their information and can only be accessed by authorized employees. So almost any company can benefit from using Salesforce.com but the ones that could benefit most are:  Small to medium size businesses are most likely to benefit because of lower cost and their inability for in-house computing.  Businesses that are trying to increase the sophistication of their computing abilities could also benefit from using Salesforce.com applications (as long as the two are compatible).  Businesses that rely on Smart Customer Management would benefit immensely from the tools available at Salesforce.com.  Also, companies that have small sales and Marketing firms can benefit from the Salesforce.com business model.
  • 42. Q 4.What factors would you take into account in deciding whether to use Sales force for your business ? Ans:  Businesses should assess the costs and benefits of the service, weighing all people, organization, and technology issues.  Does the software-as-a-service applications integrate well with the existing systems?  Does it deliver a level of service and performance that‘s acceptable for the business?  One more important thing to take into account is reliability of Internet Service as Salesforce.com applications require constant internet connection.  Finally, one would also need to think about any Security Issues that could affect the business while using cloud computing.
  • 43. Q5.What are the most popular applications on App Exchange ? What kinds of processes do they support ? Ans:  Data Loader for Sales force: Used to quickly import, export and delete an unlimited amount of data in Sales force  LinkedIn for Sales force: Sales intelligence from LinkedIn - directly in Salesforce.  Dupe Catcher, Real Time DE duplication: DE duplication of leads, accounts (both person and business), and contacts  Conga Composer: Conga Composer - One click to proposals, account plans, contracts and more
  • 44. Q6.Could company run its entire business on Salesforce.com and App Exchange? Explain your answer Ans: Yes, certain smaller enterprises can be run through salesforce.com and app Exchange because now app exchange has following applications in addition to previous i.e. Human Resources Legal IT R & D Sales Operations Finance & Accounting
  • 45. Q7.Which kind of companies more likely to use app exchange?What does this tell you about how Salesforce.com is being used? Ans: AppExchange is a community where you can build, develop, customize and market your applications People across different service sectors like business analysts, developers, IT and finance professionals, to name a few, use AppExchange to their advantage. These are being used by middle or small size enterprises as it is sufficient for their application needs. Also these Apps are free being developed by someone for trial small enterprise can easily test particular app.