LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud By Parthasarathi Mahadasyam

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Agenda What is CRM Need for CRM Trends The Cloud Computing Model MVC Architecture What Does SFDC Sell? Key Drivers of Sales, Service and Custom Cloud Chatter : Collaboration Tool Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud What is CRM? C ustomer A Customer is someone who makes use of or receives the products or services of an individual or organization Relationship Management A Relationship is a way in which customers and organizations are connected to each other Management is the process by which the relationship between customers and organizations is handled efficiently and effectively CRM is Management of Relationship with the Customers.

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud Need for CRM Business Challenges Technology Political & Economic Scenario Policies & Regulations Global Competition Want Prompt Service Have Wide Choice Want High Quality Want Delivery Now Lowest Price Reduced Profit Margin $ Increase In Cost $ Low Customer Loyalty $ Shortened Product Lifecycle $ $$$$ P R O F I T

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud Trends Cloud Computing Driver, Catalyst & Evangelist 1960’s Mainframe 1980’s Client/server Today Enterprise Cloud Computing

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud For Companies, Today It’s Impossible To Stay On Top Of Everything Development Donors Donations

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud So, here’s the Solution Development Donors Donations

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science The Cloud Computing Model Multi-tenant Automatic Upgrades Pay-as-you-go Real-time Well Connected Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Manage Your Constituents Maximize Productivity • Gain a 360°constituent view • Centralize information • Log calls, emails, tasks, and events • Track activity history • Cultivate relationships Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science MVC Architecture Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science What does SFDC Sell? Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud Who Are These Products For? Sales Cloud: Service Cloud: For a sales organization that wants to increase sales productivity, gain better visibility and track revenue and metrics For organizations that want to retain customers - and provide superior service while reducing complexity/process. They want to do more with fewer resources. Salesforce 1: New APIs and tools make building apps faster to connect with customers, employees, partners and the next generation of devices and apps. . Collaboration Cloud: For organizations who want the fastest way to collaborate with reps, opportunities, and other applications.

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud Key Drivers for Sales Cloud Sales Effectiveness Opportunity Pipeline Win Rate Average Deal Size Cross sell/ up sell Rep Ramp Time Channel Manage Revenue Per Partner Channel Mgr Productivity Partner Loyalty Partner Ramp Time Forecasting Accuracy Sales Productivity Administrative Tasks Forecast & Pipeline Reporting Account Planning Approvals Search & Document Creation Lead Management Leads Generated Lead Conversion Rates Lead Conversion Cycle Time Dropped Leads Campaign Effectiveness

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Key Drivers for Service Cloud Efficiency First Call Resolution (FCR) Avg Call Handle Time Avg Calls / FTE Case Capture Time Agent Ramp Time SLA Management IT Costs Maintenance Upgrade Customizations Disaster Recovery IT FTE Salesforce Cloud Self Service Case Deflection New Case Rate Call Center FTE Avg Hold Time

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud Key Drivers for Custom Cloud Software Costs Hardware & IT Costs License Cost Upgrade Maintenance Implementation Cost Servers Data Centers Network enhancements Security Different Environments Personnel Costs Professional Services Customizations Configuration & Integration IT FTE Risk Mitigation Disaster Recovery & Backup Security Lost Opportunity cost Failed Project Systems Lagging Process

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud Chatter : Collaboration Cloud The real-time Collaboration Cloud Salesforce Chatter is a brand-new way to collaborate with people at work. Where the status of important projects and deals are automatically pushed to you — so you're always in the loop. • Share securely and collaborate instantly • Stay on top of what matters most • Gain insight and make smarter decisions With Chatter, it’s easy to work together and know everything that's happening in your company. Updates on people, groups, documents, and your application data come straight to you in your real-time feeds.

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce. com “CRM” Offerings (Sales) Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science Salesforce Cloud References : 1. "About salesforce. com, inc. ". salesforce. com. 2. . "2 0 1 3 ANNUAL REPORT". Sfdcstatic. com. Retrieved July 17, 2013. 3. "Top Customer Relationship Management Software | 2014 Reviews of the Best Systems". Capterra. com. February 25, 2013. Retrieved March 24, 2014. 4. "100 Best Companies to Work For - 2013 - FORTUNE". Fortune. Retrieved May 4, 2013. 5. https: //succes. salesforce. com 6. "History of Salesforce". Salesforce Programmers. Digital Marketing Solutions, LLC. Retrieved July 4, 2011. 7. "Salesforce. com IPO Raises $110 million". destination. CRM. June 23, 2004. Retrieved February 11, 2011. 8. "Salesforce Acquires Social And Mobile Cloud Computing Consultancy Model 9. http: //www. salesforce. com/crm/editions-pricing. jsp 10. http: //www 2. sfdcstatic. com/assets/pdf/datasheets/DS_Sales. Cloud_Ed. Compare. pdf

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science THANK YOU Salesforce Cloud

LOUISIANA TECH UNIVERSITY MECHANICAL ENGINEERING PROGRAM Computer Science QUERIES? Salesforce Cloud