SalesForce CRM is an online web-based Customer Relationship Management (CRM)
service from Salesforce.com. As with all CRM software, it captures and
organizes communications and information from current or prospective
customers from many departments across a company.
• Upside
Successful installations report lower costs to attract and retain customers,
increased employee productivity, a more efficient call center, more accurate
sales forecasting and increased customer sales and satisfaction.
• Downside
Software must initially be well integrated to be successful, and the
complexity of CRMs often requires ongoing technical support. Data can
quickly become obsolete if employees do not use the system correctly.
• History
Salesforce.com was founded in 1999 by a former Oracle executive and has
grown to now supporting more than 1 million subscribers.
• Ranking
SalesForce CRM is gaining customers faster than its competitors and is
currently the CRM leader, but it is expected to face stiff competition from
Oracle, SAP and Microsoft.
• Warning
CRM software of any sort is not a magic cure for poor customer relations or
inadequate sales follow-up. CRM software must be supported by an overall
corporate strategy to improve customer communications and relationships.
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