1. SALESFORCE AND RELATED TOOLS
Presented by: Ademola Osindero
Organised by: Debasis Chakraborty
Hult Students

2. Agenda
Introduction to CRM
Demo on Salesforce CRM
Demo on Other CRM Tools
SugarCRM
Highrise/FatfreeCRM

3. Introduction to CRM
Customer Relationship Management – CRM
Manage processes (activities, tasks, workflows)
between “an entity” and its “clients or partners”
Track interactions; review sales/marketing trends;
document information; set targets; and manage SFA
Contact Management, Sales Force Automation (SFA)

4. Introduction to CRM – Use Case
Appointments - TDL
Emails
Phone Calls
Conversations
HBC Associates Clients

5. Introduction to CRM – Use Cases

6. Introduction to CRM – Use Cases
Business managing its customers, partners and
suppliers
Telecommunications company managing its
customers (Oracle Siebel CRM)
Local Authority managing relationship with citizens
School managing student recruitment (Hult –
Salesforce)

7. Introduction to CRM – CRM Elements
Lead - Lead Generation
Account – Account Qualification
Contact – Contact Management
Opportunity – Opportunity Management
Campaign
Task
Workflow

8. Introduction to CRM – CRM Elements
Lead
Person or entity that we may transact business with
or connect us to an eventual contact.
Establish under “Lead Generation” process
Sam John
VP, Ice Company

9. Introduction to CRM – CRM Elements
Account
An entity (Client, Partner) that a business is relating
with
Review under “Account Management”
John Account
VP, Ice Company Name: Ice Company
Relationship: Customer
Rating: ***

10. Introduction to CRM – CRM Elements
Contact
A person within an Account to relate with
Most off-the-shelf software provide “Contact
Management”
John Contact Card
VP, Ice Company Account: Ice Company
Name: John Paynow
Email: jp@icecomp.com

11. Introduction to CRM – CRM Elements
Opportunity
Potential sale within an account
Tracked under “Opportunity Management” process
Opportunities are categorized usually based on
stage and reviewed under pipelines
Opportunity
30-day Business Name: Service for Ice Comp.
Review Service Amount: $360,000.00
Stage: Prospecting

12. Introduction to CRM – CRM Elements
Prospecting
Analysis
Proposal
Negotiation
Review
Opportunity
Close
Pipeline/Funnel

13. Introduction to CRM – CRM Elements
Campaign
Organized set of sales processes to deliver a
strategic sales goal
Establish 250 new clients; Deliver $2M Revenue
Extensive tracking on CRM
Campaign
Establish Name: Establish 250 Clients
250 Clients Mode: Email, Call, Visit
Progress: 0%

14. Introduction to CRM – CRM Elements
Lead (Lead Generation)
Account
Contact
Opportunity
Campaign
Task
Workflow
Others – Email, Chat, Web-to-Phone, Feeds, Price
Books, Social Collaboration, Support, DCM

15. Introduction to CRM – Examples
Salesforce
SiebelCRM
Highrise
SugarCRM, FatfreeCRM
MS Dynamics CRM
Sage ACT!
ProphetCRM