Business Operations
Business Operations
Understanding the various processes, tools, and technologies that contribute to the successful operation of a business.
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Customer Relationship Management \(CRM\)
Marketing
Responsible for promoting the business and its products or services. Utilizes different strategies to reach potential customers and maintain the interest of existing ones.
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Automation
Helps businesses reach a larger audience in less time. Marketers can automate emails, social media posts, and other repetitive tasks to focus on more strategic work.
Market Research
Allows businesses to understand their customers, competitors, and market trends. This helps them create effective marketing plans.
Advertising
Use of paid media to promote the business. Can include television, radio, print, and digital ads.
Sales
Handles the direct transactions with customers. Strives to convert a lead into a customer by effectively presenting the product or service.
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Customer Relationship Management
Sales Strategy
The planned approach to convert leads into customers. Includes identifying target customers, setting sales targets, and determining tactics to achieve those targets.
Product Knowledge
Understanding the product or service being sold. This is critical for salespeople to effectively present the product and overcome objections.
Customer Relationship Management
CRMs are tools used to manage interactions with potential and existing customers. Important for maintaining high levels of customer satisfaction.
Service
Manages after-sales service. Helps the business retain customers by resolving any issues or queries after the purchase.
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Customer Support
Responsible for addressing customer issues or queries related to the product or service. Can include troubleshooting product issues or answering questions about service plans.
Returns and Replacements
Handles returns and replacements for damaged or unsatisfactory products. This is critical to maintaining customer trust.
Feedback Management
Gathers and analyzes customer feedback. This helps the business improve their products or services.
Information Technology
Supports the technical requirements of the business. Manages software, hardware, and networks.
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Data Management
Handles the effective collection, storage, and use of business data. Important for decision making and strategy planning.
Business Support
Offers technical support for various business processes. Can include implementing software solutions or maintaining network infrastructure.
Cloud Services
Provides remote storage and computing services via the internet. This eliminates the need for physical servers and enhances accessibility.
Customer Relationship Management (CRM)
A tool that helps to manage customer interactions efficiently.
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Salesforce
A cloud-based CRM tool. Known for its customizable features and comprehensive solutions across sales, service, and marketing.
Salesforce Admin
Customizes the Salesforce platform according to business needs. Ensures that users, data, security, and analytics are effectively managed.
Salesforce Developer
Designs CRM workflows in Salesforce. Responsible for providing custom solutions for specific business requirements.
Other CRMs
There are multiple CRM tools available in the market like ZOHO CRM, Sugar CRM, Monday, Capsule, HubSpot, Dynamics, SF, Big contacts, Pipedrive, Freshworks, ActiveCampaign. The choice depends on the specific needs and budget of the business.
Getting Started with Salesforce CRM
Salesforce CRM is an advanced customer relationship management solution designed for sales, service, market, analyze, and customer engagement tasks. Being cloud-based, it allows management of customer relationship and tracking of data related to every business interaction.
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Salesforce Standard and Custom Objects
What is Salesforce?
Salesforce is a comprehensive business solution equipped with standard products and features to help manage relationships with the clients, engage with employees and partners, and safely store data in the cloud.
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Salesforce features
Customization and Personalization: Salesforce platform allows customization and personalization of experience for customers, partners, and employees.
Extendability: The platform is extendable beyond out-of-the-box functionality, allowing you to adapt the solution to your business needs.
What is CRM?
Customer Relationship Management or CRM refers to the technology that enables managing relationships with customers and prospects while tracking related data. It amalgamates internal and external team collaboration, insights from social media, important metrics, and communication channels.
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Components of CRM
Team Collaboration: By integrating all communication channels in a single hub.
Social Media Insights: Gather and analyze insights from social media to understand customer behavior and preferences.
Tracking Metrics: Track important business metrics and extract meaningful insights.
Customer Communication: Facilitate communication via email, phone, social, and other channels.
Salesforce Data Organization
Salesforce organizes your data into objects and records for easy navigation, accessing, and tracking.
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Data Organization Components
Records: Individual items that are being tracked in your database, comparable to a row on a spreadsheet.
Fields: These are like spreadsheet columns where you store values like name or address.
Objects: These are the tables in the database or the tabs on the spreadsheet.
Orgs: Short for “organization,” this is where all your data, configuration, and customization lives.
Apps: Sets of fields, objects, permissions, and functionality supporting a business process.
Salesforce Standard and Custom Objects
There are core standard objects in the Salesforce CRM, each serving specific purposes.
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Standard Objects
Accounts: Companies you are doing business with. With Person Accounts, you can also do business with individuals.
Contacts: People who work at an Account.
Leads: Potential prospects who haven't yet been qualified as ready to buy.
Opportunities: Qualified leads that you've converted into an account, contact, and opportunity.
Custom objects
These are bespoke objects created for specific purposes like managing work requests. For instance, a "Projects" custom object is created to store records when a form requesting work is filled out.
Power of Salesforce CRM
The holistic structure and functionality of Salesforce CRM, combined with the customizable platform, makes managing and accessing data sophisticated and straightforward.
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