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?
Customer
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
Salesforce Cloud
MECHANICAL ENGINEERING PROGRAM
Computer Science
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
Developme
nt
Donors
Donation
s
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.
Salesforce1:
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
 License Cost
 Upgrade
 Maintenance
 Implementation Cost
Personnel Costs
 Professional Services
 Customizations
 Configuration & Integration
 IT FTE
Hardware & IT Costs
 Servers
 Data Centers
 Network enhancements
 Security
 Different Environments
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". destinationCRM. 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://www2.sfdcstatic.com/assets/pdf/datasheets/DS_SalesCloud_EdCompare.pdf
LOUISIANA TECH UNIVERSITY
MECHANICAL ENGINEERING PROGRAM
Computer Science
THANK YOU
Salesforce Cloud
LOUISIANA TECH UNIVERSITY
MECHANICAL ENGINEERING PROGRAM
Computer Science
QUERIES?
Salesforce Cloud