Discussion – customer relationship management
Your task is to research a company that has adopted Salesforce, the most popular CRM cloud-based tool. Go to Salesforce Customer Success Stories (Links to an external site.) (https://www.salesforce.com/customer-success-stories/) and scroll to the “Filter Stories”. Click on A to Z and search for a company in an industry that you are interested in and read about it.
In your posting, state the company you chose in the first line. Then answer these questions:
- Tell us about the experience this Company had in implementing CRM technology. Please use your own words. Don’t cut and paste. What drove the Company to make a change?
- What specific sales, marketing and/or service processes were improved as a result of implementing Salesforce? Remember that technology is an enabler of a process.
- How was the Company’s performance impacted as a result of implementing CRM? What were the tangible benefits of the company’s return for their investment in CRM (ROI)? Sales increases? Cost reductions? What?
- Discuss three (3) concepts that you found on the Salesforce website and/or about the Company you chose, related to Modules 7 and 8. State the term/concept, explain your understanding of it, and how it was used.
- What did you learn that was new to you?
- What questions do you have about Modules 7 and 8 that were not clear or not mentioned?