CRM Business strategy for Salesforce.com (Only Academic purpose)

1. Salesforce.com
Cloud-based Services
Group member:
Amos Soon Ee Ren - 249633
Yu Hanxi - 249721
Yeung Sze Nga - 249929
Ho Po Ping - 249543
Ujjwal Datta - 245123
Lee Wing Han - 249802
Kim Ji Hwan - 249409

2. Agenda
Background
Historical analysis
Industry and Market analysis
Disruptive change analysis

3. Background

4. About Salesforce.com
 Salesforce.com is one of world’s successful software
companies in cloud-based customer relationship
management (CRM) systems.
 Factsheet about Salesforce.com
100,000 customers
from small businesses
to large companies
The World’s Most
Innovative Company
Market capitalization
of $40 billion USD

5. Why Cloud-Based Service?
Improve
Customers’
Expectation
Gather Important
information
Identify customer
loyalty

6. What is CRM system?
 CRM manages relationship between companies and
customers, the enterprises can
recognize their demanding and needs
design suitable products for the customers.

7. Salesforce.com Cloud Services
 6 parts of Salesforce.com
1. Sales Cloud
2. Service Cloud
3. Marketing Cloud
4. Community Cloud
5. Analytics Cloud
6. Application platform Service

8. Historical Analysis

9. History of Salesforce.com
 1980~2000 : Starting CRM concept, increasing through distribution of PC.
Established Salesforce in end of 1990s.
 Early 2000s : The first CRM tool called SFA appeared in 2000. After then E-
business concept introduced.
 Mid 2000s : Expansion continuously, launching system with Microsoft office
system. Released hit system ‘Multiforce 1.0’ which offered personalization
and customization.
 Late 2000s : Extended the business area through obtaining more software.
Cooperated with Google and intensified service cloud area. Now, it is used
in Social network services.

10. Salesforce1 Position

11. Industry and Market
analysis

12. Industry and Market analysis
Business segmentation (By Industry)

13. Industry and Market analysis
By Products or Services Offered

14. Public Cloud Platforms

15. Salesforce1 vs Competitors
Competitors
Constant
improvements

16. Bottom line of Salesforce1

17. Saas and Cloud Future estimation (€)

18. Marketing Strategies
Upgrade to
more
advance
CRM
platform
Increase
subscription
period
3rd party
developers
to create
Salesforce1
apps
Acquisition/T
akeover of
other cloud
computing
companies

19. Disruptive change
analysis

20. Disruptive or Sustaining Innovation?
 Reasons for being disruptive:
Low Utility
Costs
Bring New Twist
to Existing Market
Based on an
existing
technology -
virtualization
So is it
sustaining?
Analytical
CapabilityAccessibility

21. Future of Cloud-based Service
More Application Increased hybrid
cloud and
development
Validate Identities
and centralized
data

22. Consequences to the industry,
market and firm
Increased market
growth
Marketing and HR
will be responsible
for tech innovation

23. Thank You