Under supervision: DR.

Abier Mourad Done by: Raghda Abdelrahman Khalid Farag Abdelra

INTRODUCTION TO
CRM
 What is CRM?
It refers to the overall strategy of customer
relationship management, which typically
includes goals to increase sales and profitability,
create long-lasting relationships with customers
and increase customer retention.

The CRM strategy focuses on putting customer

needs first and delivering a superior, more
personalized customer experience.

On the other hand, people will often use ‘CRM’ when

referring to the technology or platform, which helps
to optimize sales and business processes by storing
and organizing all the lead and customer
information in one place as well as tracking all
customer communications and interactions.
 Why is CRM important?
Customer relationship management is the most effective and efficient way to
maintain and develop customer relationships. It also envisions strong interpersonal
bonds:
1. It helps to reduce process costs in a variety
of ways.
2. Improves business performance when
compared to the traditional model.
3. Helps businesses retain and maintain long-
term customer relationships.
4. It assists businesses in gathering all
required customer information.
5. It assists businesses in acquiring more and
more customers, as well as growing the
customer base and retaining them for an
extended period.
6. The company’s market image improvement.
7. Increasing a company’s profits and turnover.
 Types of CRM

Operation Analytical Collaborativ

• Interaction
al e
• Sales force • Data management.
automation. warehousing. • Channel
• Marketing • Data mining. management.
automation. • Online • Activity

• Service analytical streams.

• Document
Automation. processing.
management.
SALESFORCE CRM
SYSTEM
 Overview
Salesforce is a cloud-based software company Users can access Salesforce through a web
that provides businesses with tools that help browser, mobile app, or desktop application.
them find more prospects, close more deals, and Salesforce also provides marketing automation
provide a higher level of service to their and Artificial Intelligence (AI) capabilities.
customers.
Salesforce Applications:
Customer Service, Customize Data, Flexible Data Reporting and Analysis or Understand Customer Data

Subscription-based services pricing with various tiers based on features and

company size.

Salesforce Cloud Services

 History  In January 2024,
Salesforce announced
it was laying off 700
employees
In 2003, Salesforce held its In 2006, 
 In March 2024,
first annual Dreamforce Salesforce In 2014, the
conference in San Salesforce launched
launched company released
Francisco. Einstein Copilot: Health
IdeaExchange, Trailhead, Actions,
 In October 2014, In 2020, Salesforce
Salesforce joined the Dow Jones
announced the Industrial Average,
development of its
Customer Success
Platform.

1999 2003 2004 2006 2009 2014 2016 2020 2022 2024

• In April 2022,
In June 2004, "Salesforce.com,
the company Inc." changed its
had its initial legal name to
public offering "Salesforce, Inc."
• Salesforce
on the New York
Salesforce was founded announced a
Stock in 2009, the In September
2016, partnership with
Exchange. company launched Meta Platforms in
Service Cloud, Salesforce
announced the September 2022.
launch of
Einstein
 Features
Contact Sales
management Engagement

Opportunity Account
Management Management

Process File
Automation Synchronization

Sales Dashboard Mobile

Reporting Access

Territory Sales
Management Conditioning
 Case study 1
FedEx grows shipping revenue with unified B2B data in
one view
FedEx is a global supply chain that
provides rapid, reliable, time-definite
delivery of more than 15 million
About FedEx packages per day to more than 220
countries and territories around the
world.

1. Siloed data sources presented

an opportunity to streamline
follow-up with inactive
The Challenge for
customers.
FedEx
2. FedEx couldn’t track customers
who abandoned shipping rate
quotes online.
 Case study 1
FedEx grows shipping revenue with unified B2B data in
one view
Products
Used

Salesforce
Data Cloud Sales Cloud Marketing Cloud
Professional
Services
 Case study 1
FedEx grows shipping revenue with unified B2B data
in one view
How Salesforce
Helps
Data Cloud connects data sources so sales can re-engage
inactive customers and generate new business

Data Cloud improves customer engagement and reduces

quote abandonment

Together, Data Cloud and Marketing Cloud help sales

follow up fast to upsell international shipping

FedEx makes the most of Data Cloud with the Salesforce

Professional Services and Signature Success Plan
 Case study 2
Grammarly increases plan upgrades by 80% with sales
and marketing AI

Grammarly is the world’s leading AI

writing partner, trusted by over 30
About Grammarly million people and 70,000 professional
teams. From instantly creating a first
draft to perfecting every message.

The Challenge for • Manually gathered marketing

Grammarly leads aren’t ready for sales.
 Case study 2
Grammarly increases plan upgrades by 80% with sales
and marketing AI
Products
Used

Account
Slack Sales Cloud Tableau Customer Success
Management
 Case study 2
Grammarly increases plan upgrades by 80% with sales
and marketing AI
How Salesforce
Helps
Einstein 1 Marketing identifies quality leads, increasing
conversions by 30%

Automated email sends increase relevance, leading to

just a 0.04% unsubscribe rate

Slack improves internal and external collaboration

Tableau improves sales planning with easy-to-filter

dashboards
 The Salesforce Difference

• What Grammarly
• After more than 16 years
appreciates most about
of partnership, FedEx
trusts Salesforce’s end- Salesforce is how easy it
to-end data platform to is to bring different
seamlessly integrate teams together in one
with its existing data place on the Einstein 1
lakes - without platform.
duplicating data, thanks
to zero copy. • Now, lead data in the
sales funnel is
• Now FedEx approaches accessible to sales and
each customer at a
global scale but with
marketing team
localized understanding members who need it,
of who they are. making it easier to see
where the next best
opportunities are.
Benefits of implementing the CRM
1.
system
2. Improved
Centralized 3. Enhanced
Customer
Data Collaboratio
Relationship
Managemen n
s
t
5. Advanced
4. Increased 6. Scalability
Analytics
Sales and
and
Productivity Flexibility
Reporting

7. Enhanced
8. Marketing 9. Mobile
Customer
Automation Accessibility
Service

10.Continuo
us
Innovation
Unique Selling Points of Salesforce
System
Customer-Centric
Approach

Extensive Product Portfolio

Cloud-Based Platform

AI-Powered Capabilities
Robust Community and
Partner Ecosystem

Continuous Innovation
THANK YOU