Guys many congratulations.
We are officially and technically getting into the coast already.
Before we go ahead jump into the concepts of sales force its potential advantages and related stuffs.
Let's first understand what the sales force.
If you had done some already before it might be a simple straightforward question for you.
All right.
What a sensible start.
Yes it is a CRM sales will start comes to CRM say for instance operating system we have many operating
system Linux Unix Windows etc. consider software languages.
We have many C C++ Java Python sequel etc. right on the same lines when we consider CRM.
We have many CRM and sales full staff Commissar CRM OK so now we know Salesforce.com is a CRM but what
does a CRM right.
We got to understand the concept of CRM let's do a small exercise so that we can understand the concept
of CRM and ERP better because I strongly feel that anyone who is working in CRM or ERP should have at
least a high level understanding of what's a CRM what's a ERP what's the difference.
Well then they'll be able to understand and appreciate their similarities and dissimilarities OK so
let's work on a small case study.
Here we go.
Go mobile Ltd is a company that manufactures and sells mobile phones.
So what do you think are the various business units off Google mobile
I would strongly recommend you to boss the recording for a few minutes.
Down your response and then address you.
So now we are going to sort out the business units off go mobile healthy so he talks about go mobile
and that's a company that manufactures and sells mobile phones so definitely like they should be a manufacturing
unit.
All right.
So there comes the enterprise unit which is the manufacturing unit.
And what's the whole objective of this enterprise unit to manufacture mobile phones OK.
So manufacturing is done.
So what next.
Next is a sales unit.
Definitely the Guard will have some unit which sells the product to sell some mobile phones that has
been manufactured by the enterprise unit and that's the whole object of sales unit what next set of
this unit because definitely poor sales said was is required because for any product we buy the expect
service to be done forces serve service unit so what on the various subunits of enterprise unit inventory
management resource planning product planning product development manufacturing product cost shipping
payment these are all the various subunits of enterprise unit and considering sales unit they have the
customer information in place they do calendar ring marketing reports opportunities emails and the service
unit that is both sales they are very much connected with the customer via the solution networking sites
they keep one set out emails they are in touch with the customer these are the main subunits self-service
unit what if you know desire the enterprise unit is highlighted in a different color and sales and service
unit are grouped together and they're highlighted in a different color so why is that so just just give
it a thought Why is that enterprise unit as a separate and and sales and service unit are on the other
side.
So what's the major difference between enterprise unit and sales and service unit the answer is customer
customer centric the enterprise unit forms the back office.
They are not customer centric.
They are enterprise centric.
That are sales and service unit.
Are customer centric.
They form the front office.
They interact with the customer.
When they know like how many customers are existing in the market for their product.
What all their feedback.
What are all their issues.
What are their concerns.
What do they expect out of the product.
How many customers are existing in the market for their product.
Across which all territories all information regarding the customer.
When the sales and service unit good not because they deal with the customer.
The Enterprise unit is completely back office that in sales and service unit are completely front office
so that is called as ERP enterprise resource planning and sales and service unit forms CRM customer
relationship management.
So ERP means planning the resource often enterprise and CRM stands for customer relationship management.
That is to manage the relationship with the customer.
How do you manage the relationship with your customer.
How do you manage a good relationship with your customer.
Say for example you hold an account with Bank of America and one day you have some equity you just call
them up to find out some information so you are calling them up and you'll give some details if they
are not able to retrieve your account information.
Say for example if you want to check the status of a check and if they are not able to retrieve the
information on your account it is very much likely that they might lose their business.
All right.
So having the customer information in place is very very essential for a CRM so that does help you maintain
a good relationship with your customer.
So that the similarity is ERP is not customer centric whereas CRM is completely customer centric and
what all the similarities similarities is more on the way they work
the methodology they work they have a UI than you do interacts with the database and the way they generated
reports on dashboards in the process on that perspective yes they are similar so they have both similarities
and the similarities okay.
So now we have a little understanding of what does it ERP and what the CIO.
All right.
Buffett and we know that SaaS full comes the CRM.
Similarly what other C items are existing in the market.
What about ERP is not existing in the market I have listed on very few CRM sales feels like CRM Siebel
CRM PeopleSoft CRM Sugar's CRM Microsoft Dynamics CRM the many c items I've just listed on very few.
There are many systems in the market.
Similarly ERP as SFP article e-business or JD Edwards sage moment and there are many are these are let's
keep ERP aside because like our concentration is more on Salesforce.com which is a CRM.
So let's talk about CRM among the hundreds of systems that are existing in the market I've listed only
five OK.
My next question is we know that there are so many sea arms already existing in the market.
Then why is that.
Stock on the it was number 1 CRM walk makes sense for us dot com system to stand away from the crowd
I think we got to know this because maybe in your office or among your friends you heard central sales
calls and that that has basically brought you to this training.
So we got to understand that in spite of so many systems already existing in the market why is that.
I am here to learn says force.
What is that.
And that is a differentiating Salesforce from other systems items.
What is that that is making salesforce to stand out from the crowd.
Why yes I understand why and what has made sense was a clumsy item the start of it from the crowd.
Think about it.
Let's discuss about that in the next lecture.