Page 131 - DCAP609_CLOUD_COMPUTING

Cloud Computing

Notes CRMs can be used to create, assign and manage requests made by customers, such as call center
software which help direct customers to agents. CRM software can also be used to identify and
reward loyal customers over a period of time.
Appointment CRMs automatically provide suitable appointment times to customers via email
or the web, which are then synchronized with the representative or agent’s calendar.

For small businesses a CRM system may simply consist of a contact manager system which
integrates emails, documents, jobs, faxes, and scheduling for individual accounts. CRM systems
available for specific markets (legal, finance) frequently focus on event management and
relationship tracking as opposed to financial return on investment (ROI).
CRM often makes use of social media to build up customer relationship. Some CRM systems
integrate social media sites like Twitter, LinkedIn, Facebook and Google Plus to track and
communicate with customers sharing opinions and experiences with a company, products and
services. Trends identified through social media allow businesses to make more accurate decisions
on which products to supply.

Task Explore the types of media used by CRM for building up customer relationship.

Self Assessment

Fill in the blanks:

11. CRM systems for marketing track and measure campaigns over …………………. channels.
12. CRM software can also be used to identify and reward ………………. customers over a
period of time.

13. CRM often makes use of ……………………… media to build up customer relationship.
8.5 Exploring Contact Management and CRM Applications

Salesforce India’s game changing technology and Customer Relationship Management cloud
software addresses all your customer interface concerns, from sales and marketing to customer
service, streamlining your enterprise and saving invaluable time and resources.
Salesforce delivers state of the art CRM Software-as-a-Service virtually, bestowing your business
with all the 21st century speed and efficiency of the cloud computing revolution in India.
CRM custom software from Salesforce instantly updates your business processes, combining
them with people and technology to reveal more about your customers and their behaviour
with deeper analysis and insight into critical sales and customer metrics.

8.5.1 Salesforce.com

Their customer relationship management software is in the cloud, so it frees up your team from
cumbersome admin, data entry, and security updates, allowing them to focus on lead generation,
closing deals and gaining expertise. A greater overview of Salesforce’s CRM software streamlines
and automates your business processes, providing deep analysis and insight into important
sales and client data, ensuring greater client satisfaction.
With Salesforce CRM, you can collect customer support requests from different channels, assign
cases to the appropriate team or agent, easily recall the best solutions to customer problems,

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