Week 4 -Power Point Slide- Case Stusy 1 - Customer Relationship

1. GST5083CaseStudy

2. Professor Dr. Rusli bin Abdullah
Chong Min Fatt P13D154P
Group Member Name:
Haji Nasseruddin Bin HJ Abdul Jabar P13D142P
Haji Zulkifflee Bin HJ Sofee P13D136P

3. is a global cloud computing company
headquartered in San Francisco, California. Though
best known for its customer relationship
management (CRM) product, Salesforce has also
expanded into commercial applications of social
networking through acquisition. Salesforce.com is
the most successful enterprise scale software as a
service (SaaS) and the undisputed global leader in
CRM system. Users can access Salesforce application
anywhere through an internet enabled mobile
device or connected computer.

4. Customer Relationship Management
(CRM)
CRM is a business strategy that blends processes,
people, and technology to help you attract sales
prospects, convert them into customers, and keep
existing customers satisfied and loyal. The goal of
CRM is to learn as much as possible about each
customer's attitudes, needs, and behavior to
provide them optimal service and retain the
relationship. Because business success is all about
customers and their needs, it's difficult for
companies to achieve and maintain leadership and
profitability without a sustained focus on CRM.

5. CRM reaches into many areas within the
organization, including sales, customer service,
and marketing. Salesforce.com offers a
technology solution for all those areas and
more. CRM software as a service and Force.com
cloud-computing platform, it can manage
customers while minding your budget—a key
balance to achieve in today's economic climate.
Salesforce CRM solutions also lead the way in
terms of speed of deployment and time to
value: Compared with conventional CRM
software, Salesforce CRM can be up and
running—and delivering critical business
results—within 30 days.

6. Salesforce web page

8. Salesforce Identity provides Identity and Access Management
(IAM) for Web and mobile applications through the simplicity,
transparency, and trust of the Salesforce Platform. Salesforce
Identity helps to improve the usability and adoption of
applications through single sign-on for end-users, simplify
administration through centralization and automation of user
identity and access rights, and provide peace of mind for the
CIO through visibility and control over their cloud investments.

9. Salesforce.com integration

10. Salesforce.com integration
Most salesforce.com customers need to rapidly
synchronize sales data - such as leads, accounts,
opportunities and forecasts - with a variety of
internal systems, including ERP, CRM and custom
applications. Just as the “No Software” experience
of salesforce.com has simplified sales automation,
WebSphere Cast Iron Cloud integration provides full
functionality as well as flexible deployment options
to completely map to your organization’s IT
strategy.

11. Multitenancy is the fundamental technology that
clouds use to share IT resources cost-efficiently and
securely.

13. Cloud Computing Apps for E-Business & Supply Chain Management
(SCM). Salesforce goal is to manage Global Trade & Supply Chain in a
much more efficient, collaborative and synchronized way.
B2B E-Commerce & SCM: This module empowers your trade and
collaboration with your customers and distributors and manages all
the distribution chain and logistics operations associated (CRM,
Catalog Price Lists, Promotions, Discount Rules, Pick & Ship, Route
Planning,...). Includes also Customers and Distributors Community
Portal for B2B E-Commerce.
E-Procurement & SCM: This module empowers your trade and
collaboration with your suppliers and manages all the supply chain
and logistics operations associated (SRM, Suppliers Evaluation, Supply
Projects, Reverse Auctions, Suppliers Catalogs, Order to Stock,...).
Includes also Suppliers Community Portal for E-Procurement and
integration with B2B marketplaces like Alibaba, for global sourcing.

14. 1. What types of companies are most likely to
adopt cloud-based CRM software services?
Why? What companies might not be well-suited
for this type of software?

15. Small to mid-size companies that lack the know-
how or financial resources to successfully build
and maintain CRM applications in-house are
most likely to use cloud-based CRM software
services. Smaller companies are moving toward
open-source cloud computing that lets them
make their own changes to the application
source code to fit their particular situation.
When using this type of software service, small-
and mid-size companies can customize
applications by creating, modifying or deleting
business logic without extensive programming.

16. Large companies may not want to take
advantage of cloud-based CRM software
services if they are concerned about maintaining
control of their data and security. Most cloud-
based computing services do not make a
guarantee that data will be available 100
percent of the time. There are also service-level
agreements issues that larger companies may
want to avoid.

17. 2. What are the advantages and disadvantages
of using cloud-based enterprise applications?

18. Advantages
Reduced costs; access to software that may be
too sophisticated or cumbersome for in-house
development; access to best practices industry-
wide; ability to merge legacy systems with
newer systems or merge databases together.
Disadvantages
Security risks; risk of losing control of data;
availability issues; service-level agreement
issues.

19. 3. What management, organization, and
technology issues should be addressed in
deciding whether to use a conventional CRM
system versus a cloud-based version?

20. Management: Employee training; number of
employees needed for each system type; switching costs
associated with each system type.
Organization: Costs associated with each system
type; organizational changes in the way the business will
operate under each system type; changes in employee job
functions and responsibilities that may require new
organizational learning.
Technology: Degree of complexity involved in each
system type; technological changes involved with each
system type; changes in data management; ability or
inability to customize each system type.

21. Thank You