Analyze the case study by outlining the main roles of CRM in helping business organizations to manage customer relationship.
CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS ORGANIZATIONS
Salesforce.com is the most successful enterprise- scale software as a service (SaaS) and the undisputed global leader in cloud-based customer relationship management (CRM) systems.
Users can access Salesforce applications anywhere through an Internet-enabled mobile device or a connected computer. Subscriptions start as low as $15 per user per month for the pared-down Group version for small sales and marketing teams, with monthly subscriptions for large enterprises ranging from $65–$250 per user.
Salesforce has over 100,000 customers. Small businesses find the on-demand model especially appealing because there are no large up-front hardware and software investments or lengthy implementations on corporate computer systems.
Fireclay Tile, a 37-employee environmentally friendly sustainable tile manufacturer, adopted Salesforce and realized multiple benefits.
Salesforce’s e-mail and Web-to-lead capabilities helped the company quadruple new sales leads. (Web-to-lead automatically adds leads collected from the Web to the company’s master database).
A task feature automatically generates specific tasks based on the type of lead (architect, contractor, dealer, or homeowner) and the stage in the sales process. The system automates customer service functions including order confirmations, follow-up customer satisfaction surveys, and shipping notifications
