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Salesforce CRM has revolutionized the way we store and maintain data. Initially maintaining data meant that you have a person inserting data or information of your customers manually in a word document or excel sheet. In this article, we will look at the benefits of Salesforce CRM as well as explore the steps to implement Salesforce the right way.
But first, let us learn what it is and how it works.
CRM stands for customer relationship management. Customers are the sole reason why any business exists. We can all agree that all big and small businesses share this one cardinal rule.
CRM is everything you would need to keep track of your customer’s activity and hold the information related to your customer such as names, addresses, interactions, likes, dislikes, jobs, etc.
It’s a system where all the data can be stored effectively. The data can be accessed by every concerning department and personnel So that all of them stay on the same page with equal information.
All this means is that the entire biodata of your customer is available in one single place.
In today’s digitally driven world, it is getting extremely difficult to acquire new customers and it is even tougher to retain them. We all wish there was some kind of magic wand that we can wave and hope that all our customers are fully satisfied.
Salesforce CRM comes close to that. It is a cloud-based CRM that incorporates all the features of a traditional CRM and much more. Salesforce helps organizations to effectively simplify their sales and marketing operations.
It is the number one favorite customer relationship management platform in the world. It also offers organizations easy access to web-based software on the internet.
Now that we’ve discussed what Salesforce CRM is, let’s look at the services it provides. With its wide range of products, companies can choose a salesforce system based on their business requirements.
If you want to learn about what can you do with Salesforce below are some of its features
For a product sell to be successful, marketing plays an essential role to generate leads and maintain a record of potential leads. You can send emails, messages, push messages, run a campaign and do a lot more with the marketing cloud and keep track of all that.
Salesforce offers a highly automated and customizable email marketing solution. It uses artificial intelligence to identify new market areas and identify the customers who are most likely to come across your products.
You can also use pre-built templates to reduce the amount of time you spend on marketing. This way you have more free time to close the deal.
This is one of the most important products available on salesforce.com. Sales might seem easy to an outsider but it takes the effort of the salesman to convert a lead into a customer or a product user.
Sales cloud takes this responsibility off the shoulders of a sales representative to a great extent. It gives you all the data, information, and latest status of the lead that might be very useful for a sales representative.
Some of its features include contact management, lead management, sales forecasting, reports & dashboards, sales performance management
Now that you have customers and users on board using salesforce facilities, it doesn’t stop there. Salesforce service cloud provides facilities for serving your customers in the best possible way to convert them into potential and permanent customers.
This application offers multi-channel support which makes it easier to reach your customers on their preferred channels like phone, email, social media, web chat among others.
Salesforce analytics cloud
Salesforce.com has an analytical cloud which makes it possible for a salesforce user to create a pictorial representation of the available data. This pictorial representation is also called a dashboard.
The dashboard is optimized for data visualization and mobile access that enables the organization to have a thorough analysis by looking at the trends and more. The data-driven metrics help you take actions faster which leads to an improved overall sales performance.
There is a large salesforce community all across the world. Whenever you have any questions related to salesforce you can simply post them in this cloud and someone should respond to your query with a relevant answer.
This is an ecosystem of in-built apps that can be used across the salesforce platform. On this platform, you should be able to find an app that will build off of Salesforce and offer extra capabilities that take the sales team to the next level.
You can also create custom applications on the Salesforce CRM platform
This is a patient management software primarily made for healthcare providers. The Salesforce health cloud offers an all-around view of your patients by recording critical information that can be accessed from any location and at any time the user wants.
This way your patients have a better experience, faster responses and make it easier for your team to automate tasks such as patient registration, follow-ups, etc.
When it comes to Salesforce CRM, implementation means getting your software up and running and making your new tools a smooth part of your everyday business operations. Unless it’s implemented accordingly and with your business needs considered, the benefits we are about to explain won’t be realized. There is more to it than just signing a license agreement and creating user accounts.
Below is a step-by-step guide on how to effectively implement the Salesforce CRM.
A failed salesforce implementation can be pretty costly and painful. To avoid these challenges you need to find an experienced salesforce partner that has already solved similar problems to yours.
The Salesforce implementation partner handles in-depth training and ensures that your sales team sees beyond the challenge of learning a new system. Working hand in hand with your sales team, the implementation partner gets to understand your business well.
This way they can make specific modifications to the system without compromising the organization’s core values.
You need to select someone from your organization that can provide leadership and direction to the project. He or she needs to work closely with the implementation partner to ensure the salesforce system has been successfully executed.
The project leader can supervise your staff and make sure they are using Salesforce correctly.
Together with the implementation partner, you need to come up with a timeline for the entire process. You need to decide on the starting date of the project, an estimated date of when to switch to the salesforce database, and the date you go live.
You can use project management systems such as Smartsheet, Basecamp, or Trello to stay well on track and organized.
Different members of your organization use salesforce in different ways and to do different things. Choose members from various departments in your organization (such as customer service, IT, marketers, general users, business administrators) to be the key decision-makers.
This way you can make sure that all your customers’ needs are met and they get the ultimate user experience.
The end-users will be the most affected because they will be using salesforce daily. Getting users involved is one of the best ways to get them on board. You will need to talk to them and confirm they understand the efficiency and effectiveness of the new system.
You also need to involve your customers in the implementation process. They might have some real insights. After you get their feedback, address all their queries and concerns and adjust your workflow accordingly.
Delegate someone in your organization to work with the implementation partner to ensure the data has been transferred correctly. This ensures that the data is not duplicated or compromised in any way.
Lack of proper maintenance leads to inconsistent or unstandardized data in your organization which eventually turns to poor customer experience. Make sure a backup system is in place in case everything doesn’t go as planned.
Also have the necessary tools in place to protect, normalize, and clean your Salesforce data to achieve top performance.
When launching salesforce, you need to roll it out in stages. Trying to implement the system at once may overwhelm the employees and the project will probably fail.
Most of the employees need time to adjust to the new system and so you have to make gradual changes that they can easily digest. Remember, the goal is not only to implement the system but also to get it adopted fully.
Frequently review your implementation plan to see what areas need adjustments and how you can make them better. You need to be responsive to your employee’s questions and challenges and try as much as possible to support them in real-time.
In time your employees will adopt the system fully once they see their workflow improve which leads to more satisfied customers.
You can never go wrong with salesforce in regards to CRM software. However, we looked into a few salesforce CRM alternatives, the features they offer, and what makes them stand out.
Here are the top 9 salesforce alternatives we came up with
Pipedrive – This software shines in its simple easy to use features. You pick it up and start using it immediately.it offers twenty-four-hour support to the customers, unlike other CRM platforms we have reviewed.
Insightly – Insightly scored the top overall out of all CRM software options. It is good for medium-sized businesses and does a good job of organizing all of your leads and sales in one place.
HubSpot CRM – HubSpot is an easy-to-use platform that works well for organizations with large teams. It has email templates and automation that can save time in regards to contacting the customer and doing follow-ups.
Agile CRM – agile ranked well as one of the top-rated CRM software and is the most affordable out of all these options. It also has a free version for up to ten users. It also has a gamification feature that puts your team in competition with one another which can help in boosting sales.
Bitrix24 – this software works best if your sales team has the necessary tech know-how due to its steep learning curve. It is powerful and can be used as a social networking tool. With Bitrix24 you can provide support to your clients on social networks, email, live chat, and even on phone.
Redtail CRM – the best thing about the Redtail CRM is that you can access it from anywhere. If you are a salesman on the go you can load it up on any browser and get access to your calendar and client contact list.
SugarCRM – SugarCRM can enable your sales team to graduate to the next level. With a good development team, you can customize it to fit your organization’s needs like a glove.
Vtiger Sales CRM – Vtiger should be your preferred choice if you are a sole proprietor. It simplifies your sales operation and helps you get organized. If you’re starting from zero, Vtiger makes it possible to add notes and attach documents that can help you close a deal.
This software offers intuitive charts and graphs from the data it gathers from your various contacts like social media, the business world, and even the news.
Zoho CRM – Zoho is pretty straightforward and is easy for any team to understand which makes it perfect for small businesses. Its workflow provides updates on everything anytime a team member follows up on a lead or makes changes in a particular field.
Salesforce is the number one most trusted CRM platform in the world with a wide range of benefits that have transformed and continue to transform businesses globally. Below we explore the top 10 benefits of Salesforce CRM that your business should start enjoying straight away if you implement Salesforce.
Using automation tools enables you to give responses in good time leaving your sales agents to do the more challenging tasks. Salesforce uses Einstein Bots with features that reply to the customer’s queries and adds answers to the frequently asked questions.
This establishes a pattern which your future potential customers can use.
Using salesforce analytic tools you can identify which part of your site gets a lot of traffic and which product is getting the most sales. With this platform, you can compare the different sales and marketing strategies and how they are faring. It also highlights how other people can connect with your brand.
Salesforce uses the Einstein Analytics data discovery tool that extracts, transforms, and analyzes the data hence providing important insights to the users in your company.
With the help of the salesforce sale cloud, you can easily access your customer’s data like their history, background, contact details, etc. With this data, you get an all-around view of what they are doing and engage them accordingly. You can also use this feature to monitor the content they share on their social pages.
This way you can get to know their insights and issues about your product which puts you in a better position to understand what works and doesn’t work for your customers.
You can also monitor your potential leads activities and behaviors when they enquire about your brand. This puts you in a good position to turn them into customers.
Salesforce takes away the burden of opening different software by putting everything under one roof. If your company uses other applications like G suite or MailChimp, you can incorporate the data from these platforms in salesforce. With the mobile app, you can pick and add data from different platforms you visit.
This flexibility and portability give you and your customers a better overall experience.
With the outbreak of covid19, we need to connect to our customers without meeting them in person. Salesforce Live Agent enables us to do just that. You can now help your customers fix their forms through live chat.
Through this feature, your agents can quickly respond to the customer’s questions and concerns by connecting to their profile.
Salesforce enables you to see your data and see how your customers intermingle with your business. By gaining insights on your customers you get to understand which parts to improve and which products and services need to be changed.
The Marketing Cloud Insights helps you analyze your customers’ behavior, detect the current trends, and know the changes in their engagements.
Enables you to view your audience in one place
You can view, organize, divide and even add customized tags for your contacts on one page using the Salesforce Audience Builder. You can use all the information you come across from various salesforce features to send personalized messages to your customers based on their browsing history and their previous purchases.
Chances are that most of your customers are using their smartphones as we speak. This shows how important it is to have a mobile app for your business. A mobile App will help improve your brand name and generate more sales.
With the Salesforce App Cloud, you can easily develop and customize mobile apps for your business and launch them on any device right away.
Switching from one account to the other can be tedious at times. The Salesforce Omnichannel feature helps you respond to your customers properly and on time. This feature assigns tasks and cases to the available user automatically.
Different conversations from different channels are then forwarded straight to the agents where they can connect to the customers through calls, social media, chat, and mail.
One of the most important benefits of Salesforce CRM is the its ability to keep you connected with your customers. Many of us agree that it is more difficult and expensive to find new customers than to maintain the current ones. This means that having loyal happy customers is more profitable to your business. You have to stay engaged with them even after they have made their purchases so that they are inclined to buy from you again.
With Salesforce CRM you can send them personalized messages related to their interests to make them feel special. You can even send them a simple gift to let them know you value their support.
Start your journey into a more productive customer management system that will take care of all your data management needs, making your company more efficient, and your time more productive.
Start the journey with a Salesforce implementation partner (Plumlogix) that cares about the success of your business and avails not only the tools but also the expertise you need when you need it. Talk to us now or sign up for our Salesforce managed service for real peace of mind.