Discussion Post: 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 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. 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 concepts that you found on the Salesforce website and/or about the Company you chose, related to Modules. 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?
The response must include a reference list. Using one-inch margins, double-space, Times New Roman 12 pnt font and APA style of writing and citations.