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Technology in Society-CRM-(Salesforce)-Business Strategy
Salesforce.com is a leading cloud-based customer relationship management system provider. It has over 100,000 customers ranging from small businesses to large enterprises. Salesforce.com pioneered cloud-based CRM systems and now offers a variety of cloud services including Sales Cloud, Service Cloud, and Marketing Cloud. While it faces competition from Microsoft, Oracle, and other cloud platform providers, Salesforce.com continues to innovate and grow its market share through strategic acquisitions and a focus on third-party developers building applications using its platform. The rise of cloud computing has been disruptive to the CRM industry and will continue shaping how businesses leverage customer data and technology in the future.
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- 1. Salesforce.com Cloud-based Services Group member: AmosSoon Ee Ren - 249633 Yu Hanxi - 249721 Yeung Sze Nga - 249929 Ho Po Ping - 249543 Ujjwal Datta - 245123 Lee Wing Han - 249802 Kim Ji Hwan - 249409
- 2. Agenda Background Historical analysis Industry andMarket analysis Disruptive change analysis
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- 4. About Salesforce.com Salesforce.comis one of world’s successful software companies in cloud-based customer relationship management (CRM) systems. Factsheet about Salesforce.com 100,000 customers from small businesses to large companies The World’s Most Innovative Company Market capitalization of $40 billion USD
- 5. Why Cloud-Based Service? Improve Customers’ Expectation GatherImportant information Identify customer loyalty
- 6. What is CRMsystem? CRM manages relationship between companies and customers, the enterprises can recognize their demanding and needs design suitable products for the customers.
- 7. Salesforce.com Cloud Services 6 parts of Salesforce.com 1. Sales Cloud 2. Service Cloud 3. Marketing Cloud 4. Community Cloud 5. Analytics Cloud 6. Application platform Service
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- 9. History of Salesforce.com 1980~2000 : Starting CRM concept, increasing through distribution of PC. Established Salesforce in end of 1990s. Early 2000s : The first CRM tool called SFA appeared in 2000. After then E- business concept introduced. Mid 2000s : Expansion continuously, launching system with Microsoft office system. Released hit system ‘Multiforce 1.0’ which offered personalization and customization. Late 2000s : Extended the business area through obtaining more software. Cooperated with Google and intensified service cloud area. Now, it is used in Social network services.
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- 12. Industry and Marketanalysis Business segmentation (By Industry)
- 13. Industry and Marketanalysis By Products or Services Offered
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- 16. Bottom line ofSalesforce1
- 17. Saas and CloudFuture estimation (€)
- 18. Marketing Strategies Upgrade to more advance CRM platform Increase subscription period 3rdparty developers to create Salesforce1 apps Acquisition/T akeover of other cloud computing companies
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- 20. Disruptive or SustainingInnovation? Reasons for being disruptive: Low Utility Costs Bring New Twist to Existing Market Based on an existing technology - virtualization So is it sustaining? Analytical CapabilityAccessibility
- 21. Future of Cloud-basedService More Application Increased hybrid cloud and development Validate Identities and centralized data
- 22. Consequences to theindustry, market and firm Increased market growth Marketing and HR will be responsible for tech innovation
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Editor's Notes
- #6 By leveraging cloud, social, and mobile technology, industry leaders can reinvent the outdated processes that hold them back. They can also create stronger long-term customer relationships across every channel Banks that place a greater emphasis on improving their customers’ experience are 60% more profitable than their competitors. 60% of consumers are willing to share their health information among providers to enable better care. Manufacturers must act quickly to redesign and manage the customer experience across the entire ecosystem. 61% of service providers identify customer loyalty as critical to success—higher than any other topic including network upgrades.
- #16 Oracle Cooperation, SAP SE and Microsoft Dynamics Salesforce 1 platform, Cyber Security, Salesforce CRM platform changes interactions with customers.
- #19 IT services industry affected. Less requirements for servicing and maintenance.