Salesforce is a CRM software based on the cloud. It provides customer relationship management software and applications focused on sales, customer service, marketing automation, e-commerce, analytics, and application development.
It makes it simpler for businesses to locate more leads, complete more transactions, and establish fresh connections with clients to deliver exceptional customer service on a large scale.
All of your data from all sources can be easily combined via Salesforce. The full suite of tools, Customer 360, gives your IT, marketing, sales, and support teams a single, shared view of customer data.
By integrating artificial intelligence into its products, Salesforce helps everyone in your organization work more productively and better provide the personalized experiences consumers enjoy.
Sounds interesting? Well, there is a lot more to understand about Salesforce. We will be covering the key features, products and benefits of Salesforce in various industries. So read along to explore the fascinating world of Salesforce.
History of Salesforce
Founded in 1999, Salesforce has evolved into a powerful tool for organizations to manage customer interactions and drive business growth.
With a vision to create a cloud-based CRM system, Salesforce was founded by Marc Benioff, a former Oracle sales executive, and three other co-founders, Parker Harris, Frank Dominguez, and Dave Moellenhoff.
Since then, it has become the #1 CRM, offering various technologies like cloud, mobile, social, blockchain, voice, and artificial intelligence to connect companies and customers in the digital age.
After five years of steady growth that led to the 8,700 customer mark, Salesforce launched its IPO and raised $110 Million. In April 2021, expanding on the “Customer 360” theme, they introduced Digital 360 for Industries.
This is a series of pre-built apps or templates for consumer goods, financial services, healthcare, communications & media, the public sector, emergency response management, and nonprofits.
Over the years, Salesforce expanded its offerings, becoming a leader in CRM and a pioneer in cloud computing. The 1-1-1 model of integrated philanthropy (1% of product, 1% of time, and 1% of resources) continues today under Salesforce.org.
Are you also wondering what makes Salesforce such an incredible software? Let’s find out.
What makes Salesforce stand out from other CRMs?
Salesforce stands out among other CRM software due to its cloud-based architecture, user-friendly interface, and commitment to innovation.
Its focus on customization, scalability, and a vibrant ecosystem of third-party apps make it a preferred choice globally for businesses of all sizes. Let’s look at some of these factors that set it apart from other CRMs.
Salesforce pioneered cloud-based CRM, offering a scalable and accessible solution without extensive on-premise infrastructure. Cloud deployment ensures real-time updates, flexibility, and easy access from anywhere, fostering team collaboration.
Salesforce boasts an intuitive and user-friendly interface, reducing the learning curve for new users. The platform’s design focuses on enhancing user experience, making it accessible to users with varying technical expertise.
Salesforce is highly customizable, allowing businesses to adapt the CRM to their unique workflows and processes. Custom objects, fields, and workflows empower organizations to tailor Salesforce to their needs.
Innovation and Regular Updates
Salesforce consistently introduces new features and innovations, keeping the platform at the forefront of CRM technology. Regular updates ensure users can access the latest tools and capabilities to stay competitive in a rapidly evolving business landscape.
Extensive AppExchange Ecosystem
The Salesforce AppExchange is a vast marketplace offering many third-party applications and integrations. Businesses can extend Salesforce’s functionality by integrating apps from the AppExchange and providing diverse solutions.
AI-Powered Insights with Einstein
Salesforce Einstein integrates artificial intelligence (AI) into the platform, offering predictive analytics, automation, and personalized insights. AI capabilities enhance decision-making, automate tasks, and provide valuable recommendations to users.
Community and Collaboration Tools
Salesforce includes collaboration tools like Chatter, fostering communication and teamwork within the platform. Users can share information, collaborate on projects, and stay connected, enhancing productivity.
Salesforce’s mobile app allows users to access CRM data on smartphones and tablets. Mobile features enable users to stay productive on the go, ensuring they have the information they need.
Global Community and Support
Salesforce has a vibrant and active community of users, developers, and experts. Users can benefit from forums, events, and extensive documentation, creating a supportive environment for learning and problem-solving.
Salesforce places a strong emphasis on data security, employing industry-standard encryption, access controls, and regular security audits. Compliance with global regulations ensures the protection of sensitive customer data.
These factors collectively contribute to Salesforce’s prominence in the CRM space, offering a comprehensive and adaptable solution that meets the diverse needs of businesses across industries. Besides these, some key features make Salesforce the best.
Key Features of Salesforce
Among the various features and tools of Salesforce, there are some that are appreciated more. As a part of the customer 360, these features make it possible for the user to have a better experience with the CRM.
Let’s understand some of these features in brief.
Reports and Dashboard
Dashboards and other sales reporting tools let you quickly adjust items to receive the most critical information. You may optimize charts in your report and follow team performance on the same screen. You may personalize the precise sales prediction forecasts that Salesforce maintains.
Click and drag to view the fields, groupings, filters, and charts in real-time. With Salesforce’s customer analytics tool, you can test key business metrics from any location. Get the tools to close deals faster on any device, including tasks, collaboration, email, and opportunity management.
Manage your entire day with a single, integrated application. You can keep an eye on meetings, activities, and account updates while on the go with just one app.
Using a tap, join the conference calls and then take meeting notes. Turn on and update your CRM data whenever you want, even when disconnected. Track accounts, close deals fast, and approve contracts while on the road.
Salesforce CRM’s in-app note, event, and task management features make it easier to be more productive. Instantaneously communicate with your teammates. Manage, create, and observe chats.
With just a few clicks, share your files for rapid collaboration, browse when you’re not at your computer, and easily access your files.
The upcoming Salesforce tool, detailed forecasts, will give you an accurate picture of your entire company. View the whole pipeline and business, and if needed, take appropriate action.
Give prompt updates and then use your discretion to make forecast adjustments at the representative, period, and summary levels. You can also include specifics about any prior adjustments you and your group made.
The tracking of top performers is another tool offered by Salesforce. With real-time leaderboards, you can see which reps are on pace to meet their goals. Salesforce can assist with forecasting for a complex sales team if your company has an involved sales department.
Using overlay splits makes it easier to credit sales overlays with the right amounts based on contract value, income, and other factors.
Workflow and Approvals
With Salesforce CRM, you don’t need to bother about approvals or workflow. Configure your business procedures and approval requests to finish automatically. Process Builder offers a straightforward point-and-click interface for automating business operations.
In addition to creating automatic email notifications of a specific size for deals, you can assign tasks automatically as a deal progresses through its various stages.
Create workflows that automate repetitive processes like order fulfilment, lead sales representatives through qualifying interactions, and make wise recommendations about the next steps in a negotiation.
Files Sync and Shares
Work together as a group of files on any platform from any location. Work on files within your company or with outside clients as a tiny team. Keep track of the files and get alerts when new versions are uploaded. View the version history and comments.
To upload numerous files quickly and easily, drag and drop them into Salesforce. Files can be swiftly found using searching. To make it easier to find what you need, centralize your content, files, and customer information.
You can locate it by group, library, and most recent files using fast filters. Make sure your marketing and sales teams have access to the newest resources. Reduce errors in the sales cycle by managing and disseminating the most accurate contract agreements and inventory specifications.
The next feature is data management. You can use Data.com’s data cleansing to automatically update and enrich the lead, contact, and account data that powers your most important sales and marketing operations within Salesforce.
Data cloud empowers teams to engage customers, at every touchpoint, with relevant insights and contextual data in the flow of work. To guarantee that the data is as consistent, up-to-date, and correct as possible, Data.com Clean, another product component, automatically inputs and deduplicates contact information for clients and businesses.
You can track help requests reported by customers through the resolution process with case management. Customers can place purchases, examine order histories, get reliable answers to questions and post-service difficulties, and access more knowledge base data with the help of the customer care portal.
A repository for information offers a way to share, store, organize, search, and use data. Customers can use it to get customized responses to their questions. Thanks to call center features, customer service representatives can access all pertinent customer support data, such as personal information, case history, and relevant social media activity.
Typical features include call recording, analytics, workforce management, call script management, and compliance.
Among the programs that Salesforce integrates with are G Suite, MailChimp, Quickbooks, and other top third-party apps. These interfaces function flawlessly with the platform, enabling your team to transfer smoothly.
Appexchange, a system built by Salesforce, is devoted to thousands of products and integrations. Application Programming Interface: Describes how an application interacts with other programs. APIs typically facilitate the integration of objects, logic, data, and other elements with other software programs.
These features are integrated within the vast offering of Salesforce products. These products are the foundation of Salesforce which makes operations easier for every industry. We will now learn more about these Salesforce products and services.
Salesforce Products and Services
Salesforce offers diverse products and services, including Sales Cloud for sales automation, Service Cloud for customer service, Marketing Cloud for marketing automation, and others like Commerce Cloud and Salesforce Platform.
This cloud is designed for sales teams. Sales Cloud automates lead tracking, opportunity management, and sales forecasting. Features include contact and account management, email integration, lead and opportunity management, sales forecasting and AI-powered insights.
Service Cloud focuses on customer service, providing tools for case management, knowledge base, and customer self-service. It facilitates seamless communication between support agents and customers across multiple channels. Omnichannel support lets you engage with customers across various channels, including email, chat, and social media.
Marketing Cloud is a comprehensive marketing automation platform offering features like email marketing, social media management, and personalized customer journeys.
It enables targeted marketing campaigns, lead nurturing, and customer segmentation. The journey builder features design customer journeys with customized interactions.
Commerce Cloud is Salesforce’s e-commerce solution, empowering businesses to create engaging online shopping experiences. It integrates with other Salesforce products for a unified customer experience.
Build and customize online storefronts, streamline order fulfillment and inventory management, and deliver personalized shopping experiences using the features of Salesforce Commerce Cloud.
Community Cloud fosters collaboration and engagement by creating branded online communities. Businesses can connect with customers, partners, and employees to share information and support.
Community Builder designs and customizes online community spaces. Collaboration Tools enable discussions, file sharing, and group collaboration. Partner Relationship Management (PRM) strengthens relationships with partners through collaborative tools.
Einstein Analytics leverages artificial intelligence (AI) to deliver advanced analytics and predictive insights. It helps organizations uncover trends, identify opportunities, and make data-driven decisions. Some features include:
- Predictive Analytics: Forecast trends and identify potential opportunities.
- Data Visualization: Create interactive dashboards and reports.
- Automated Insights: Receive AI-driven recommendations for better decision-making.
Platform and AppExchange
The Salesforce Platform provides a foundation for building custom applications and extending CRM capabilities. AppExchange is a marketplace for third-party applications that seamlessly access a vast ecosystem of third-party apps and integrate with Salesforce, expanding functionality.
Heroku is a cloud platform that allows developers to build, deploy, and scale applications quickly. It supports multiple programming languages and frameworks, providing flexibility for continuous application development. It also easily scales applications based on demand.
Collectively, these products form a robust ecosystem that addresses various aspects of customer relationship management and business operations, making it a versatile solution for organizations across industries.
Salesforce offers a total of 15 clouds as consumer products. We have mentioned only some major clouds here you can learn more about the Salesforce Cloud Services in our comprehensive guide.
Benefits of Using Salesforce
Using Salesforce provides a range of benefits for organizations across different industries. Here are some key advantages:
Centralized Customer Information
It offers a unified platform for storing and managing customer information, providing a comprehensive view of customer interactions and history.
Improved Customer Relationships
Enhanced customer visibility allows for personalized interactions and improved customer engagement, fostering more robust and more meaningful relationships.
Automation tools in Salesforce streamline repetitive tasks, reducing manual effort and increasing overall efficiency. This allows teams to focus on more strategic and value-added activities.
Salesforce is scalable, making it suitable for businesses of all sizes. As organizations grow, Salesforce can adapt to increasing data volumes, user numbers, and evolving business requirements.
Real-time Analytics and Reporting
Salesforce provides robust analytics and reporting tools, enabling organizations to derive valuable insights from their data. Real-time reporting allows for quick decision-making based on up-to-date information.
Salesforce seamlessly integrates with various third-party applications, allowing organizations to connect their CRM with other essential tools and systems.
Community Support and Resources
The Salesforce community provides access to forums, documentation, and resources. This supportive environment helps users troubleshoot issues, share best practices, and stay updated on the latest developments.
Salesforce’s cloud-based architecture allows for rapid deployment and implementation. Organizations can quickly adopt and start using the platform without lengthy setup processes.
It operates on a subscription-based model, reducing upfront infrastructure costs. Businesses can choose plans based on their needs and scale up or down as required.
Continuous Updates and Upgrades
Salesforce regularly updates its platform, introducing new features and improvements. This ensures that users can access the latest technology and functionality without needing manual upgrades.
In summary, Salesforce offers a holistic and adaptable solution beyond traditional CRM, providing organizations with the tools to manage customer relationships effectively, drive innovation, and stay competitive in a dynamic business landscape.
Opportunities and Growth in Salesforce
As businesses increasingly adopt CRM solutions, the opportunities and growth in the industry are substantial, and the demand for skilled professionals continues to rise.
Opportunities abound in roles such as administrators, developers, consultants, and architects. Here are vital aspects that highlight the potential for individuals and businesses in the Salesforce ecosystem:
Increasing Demand for Salesforce Professionals
The demand for Salesforce professionals, including administrators, developers, architects, and consultants, is consistently high. Companies across various industries recognize the value of Salesforce in optimizing their customer relationship management processes.
Diverse Career Paths
Salesforce offers various roles and career paths. Whether you are interested in development, administration, implementation, or consulting, there are myriad opportunities within the Salesforce ecosystem.
Salesforce provides a robust certification program that allows individuals to validate their expertise in specific roles. Certification enhances credibility and opens doors to advanced career opportunities.
Global Community and Networking
The salesforce community is global and vibrant. Engaging with this community through events, forums, and online platforms provides networking opportunities, sharing knowledge, and staying updated on industry trends.
Salesforce has a thriving partner ecosystem comprising consulting firms, system integrators, and independent software vendors. Joining the Salesforce Partner Program can lead to business opportunities and collaborations.
Individuals with Salesforce expertise can explore entrepreneurial opportunities by providing consulting services, developing apps on AppExchange, or establishing their Salesforce-focused businesses.
Salesforce is expanding its footprint across various industries, including healthcare, financial services, manufacturing, and more. Professionals with industry-specific expertise coupled with Salesforce skills are in high demand.
Implementation in Small to Large Enterprises
Salesforce suits businesses of all sizes. As small and medium-sized enterprises recognize the benefits of CRM, there is growing adoption, creating opportunities for professionals to work with various clients.
AI and Analytics Focus
With the integration of Einstein Analytics and AI capabilities, there is an increasing emphasis on leveraging data for actionable insights. Professionals skilled in AI and analytics within the Salesforce context are in high demand.
As the company expands its product offerings, there is a growing demand for technical roles such as Salesforce Marketing Cloud specialists, Commerce Cloud developers, and more. Specialization can open niche opportunities.
In conclusion, the opportunities in this field are diverse and evolving. Whether starting your career, looking to advance, or exploring entrepreneurial ventures, the Salesforce ecosystem provides a fertile ground for growth and development. Continuous learning, certifications, and active engagement with the community contribute to long-term success in the industry space.
Salesforce has become a cornerstone of modern business operations, offering a comprehensive suite of tools to enhance customer relationships and drive organizational success.
Its continuous innovation, adaptability, and commitment to customer success position it as a leader in the CRM landscape. The growth, benefits, and opportunities make Salesforce a vital skill to learn in this digital era.
Now that you know what Salesforce is, you can start your journey in this career with our training. Join S2 Labs and learn the skills to become a successful Salesforce professional.