What Is CRM (Customer Relationship Management)?

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With the help of AI, the <a href=\"/ap/crm/best-crm/\" target=\"_self\"><ins>best CRM</ins></a> software can automatically generate workflows to create even better experiences.</p>\n","anchor_id":""},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721281779564_10ph","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"5. Increasing customer lifetime value","headline_size":"h3","description":"<p>By understanding your customers better, cross-selling and upselling opportunities become clear — giving you the chance to win new business from your existing accounts and to build lasting, more profitable relationships. 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Your service representatives can quickly access a customer’s record of all past interactions so they can provide quick, informed answers and service.</p>\n","anchor_id":""},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721281877133_pxw","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"7. Improving products and services","headline_size":"h3","description":"<p>A good CRM system will gather information from a large variety of sources across your business and beyond. So in addition to providing information about individual customers, it can serve as a listening engine. 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It does this by organising customer and prospect information in a secure, easy-to-use digital record with information like a contact‌’s email, telephone, social media handle, all previous interactions with your company, and more.</p>\n<p>CRM helps you find new customers, win their business, and keep them happy. With automation, CRM can help you collect even more information faster, like news about your accounts, so that everyone stays up to date.</p>\n","anchor_id":"do"},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721282205332_rnw","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Key features of a CRM","headline_size":"h3","description":"<p>Customer relationship management software provides businesses with tools that help them communicate better — both internally, and with customers. Here’s how:</p>\n","anchor_id":""},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721282251507_jtb","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Flexibility, security, and lower costs with a cloud CRM","headline_size":"h4","description":"<p>Unlike the early days, today’s CRM software lives in the cloud, giving you the ability to safely save and access all of your customer data from anywhere at any time. That means every employee has the same information in real time, and can make updates wherever they are.</p>\n<p>Shifting to a <a href=\"/ap/crm/cloud-crm/\" target=\"_self\"><ins>cloud CRM</ins></a> also means that a CRM system is easy to <a href=\"/ap/crm/crm-implementation/\" target=\"_self\"><ins>implement</ins></a>. There’s no hardware, which significantly reduces costs. Installation and ongoing management is an easy lift for IT teams, since there are no frustrating version control issues or updates to schedule. And, with cloud-based CRM, you only pay for the number of seats you use and features you need. As your business grows, you can add more of both, enabling your CRM to scale along with your plans.</p>\n<p>Moving to the cloud has changed CRM in countless ways. Now anyone can work from anywhere on any device, boosting collaboration and bringing down costs. Plus, it offers enhanced security, so your customer and company data is <a href=\"https://www.salesforce.com/products/platform/best-practices/improving-cloud-security/\" target=\"_self\">always safe</a>.</p>\n","anchor_id":""},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721282327186_ea6","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Unified view of the customer","headline_size":"h4","description":"<p>With a consolidated view of every prospect and customer, CRM software can manage day-to-day customer activities and interactions. For marketing, this means engaging your prospects with the right message, at the right time, through targeted <a href=\"/ap/marketing/what-is-digital-marketing/\" target=\"_self\">digital marketing</a> campaigns and journeys. Sales reps can work faster and smarter with a clear view of their pipeline and accomplish more accurate forecasting.</p>\n<p>Commerce teams can quickly launch and scale <a href=\"/ap/commerce/what-is-ecommerce/\" target=\"_self\">ecommerce</a> — from online orders to curbside pickup — for their consumer shoppers (<a href=\"/ap/crm/b2c-crm/\" target=\"_self\">B2C Commerce</a>) and business buyers (<a href=\"/ap/crm/b2b-crm/\" target=\"_self\">B2B Commerce</a>). And customer service agents can respond to customer needs on any channel — from the office, at home, or in the field.</p>\n","anchor_id":""},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721282437882_tc1","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Connects with your other apps","headline_size":"h4","description":"<p>As we mentioned, the average company uses close to 1,000 apps — most of which can’t talk to each other. A CRM platform can <a href=\"https://appexchange.salesforce.com/\" target=\"_blank\">connect with other business apps</a> that help you to develop customer relationships. <a href=\"/ap/crm/crm-integration/\" target=\"_self\">CRMs integrate</a> with your favourite business tools, such as document signing, accounting, and billing, and surveys, so that information flows both ways to give you a true 360-degree view of your customer.</p>\n","anchor_id":""},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721282491262_115h","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Trusted AI is built-in","headline_size":"h4","description":"<h4>The latest CRM systems have <a href=\"/ap/artificial-intelligence/\" target=\"_self\">built-in intelligence and trusted AI</a>. They use your customer data to create customisable, predictive, and generative AI experiences that automate administrative tasks like data entry and lead or service case routing. Automatically generated insights or service call recaps help you understand your customers better, even predicting how they will feel and act so that you can prepare the right outreach. AI can even help you to find opportunities that may be hidden in your business data.</h4>\n","anchor_id":""},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1721282712869_8d6","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":false,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How much does a CRM cost?","headline_size":"h2","description":"<p>There are many ways that customer relationship management software can make a big impact on your business. But that doesn’t mean the cost has to be big. CRM products and services are made for businesses of all sizes and to meet needs across all areas of a company. Whether you’re <a href=\"/ap/small-business/starter/\" target=\"_self\"><ins>a small business</ins></a> or a large enterprise, it’s easy to get started.</p>\n<p><a href=\"/ap/crm/free-trial/\" target=\"_self\"><ins>Try Salesforce free</ins></a> for 30 days.</p>\n","anchor_id":"cost"},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659555308_hif","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How to create an effective CRM strategy?","headline_size":"h2","description":"<p>When you start to integrate successful CRM strategies using your chosen tools, there’ll likely be a learning curve. To make things easier, create a basic strategy upfront before you put your solution to work.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659613931_10r3","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Step 1: Define your goals","headline_size":"h3","description":"<p>What are your goals, and how do you intend to achieve them? Hone in on your objectives, as these will determine how you tailor your CRM solution for your business.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659668575_1c73","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Step 2: Refine your buyer persona","headline_size":"h3","description":"<p>You likely already know your target audiences but take the time to refine your understanding by creating an ideal buyer persona. This customer information is a useful way to learn how you’ll be employing your CRM solution to achieve results.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659697241_4mw","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Step 3: Understand the customer journey","headline_size":"h3","description":"<p>What are the steps in your sales pipeline? How do your audience travel from awareness to conversion? How many touchpoints do they engage with, and how long does it take for a lead to travel between stages? Map out your customer journey to form the foundation of your CRM.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659765980_ns","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Step 4: Assign team roles","headline_size":"h3","description":"<p>Before you launch up your CRM, determine who will play a role in running, updating, and managing your software. Depending on the size of your sales and marketing team, you can also assign individual roles, such as data management and system maintenance.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659795605_oct","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Step 5: Train your staff","headline_size":"h3","description":"<p>You should align your team on best practices any time you integrate a new platform into your workflow. Explain your goals, how you want to use the software, and how responsibilities will change once it is implemented.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659844271_j8m","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Step 6: Prepare your data","headline_size":"h3","description":"<p>Your CRM system depends on high-quality data. Integrate processes to collect data from various sources and ensure your existing customer data is clean and properly catalogued.</p>\n<p>With these six steps, you’ll be prepared to integrate a CRM solution into your organisation.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659867434_1dj","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How to use a CRM tool in sales and marketing?","headline_size":"h2","description":"<p>Let’s discuss how to actually put your CRM tool to work. Here are some of our top CRM tips for setting up and using your software platform.</p>\n","blade_background_type":{"kind":"standard_background"}},"path":"/crm/what-is-crm","urlLoc":"ap","curHref":"/ap/crm/what-is-crm/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-ap"},{"id":"1731659982563_djh","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"1. Introduce the tool to your sales reps","headline_size":"h3","description":"<p>Ultimately, your CRM is going to be your sales team’s best friend. The sooner you can get them familiar with the platform, the better. 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src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-01-background-desktop.jpg?w=1024" class="background__image background__image--custom" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-01-background-desktop.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-01-background-desktop.jpg?resize=300,94 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-01-background-desktop.jpg?resize=768,240 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-01-background-desktop.jpg?resize=1024,320 1024w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-01-background-desktop.jpg?resize=1536,480 1536w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-01-background-desktop.jpg?resize=2048,640 2048w" height="100%" width="100%"/> </div> <div class="blade__background blade__background--custom-mobile"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-background-mobile.jpg?w=731" class="background__image background__image--custom" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-background-mobile.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-background-mobile.jpg?resize=214,300 214w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-background-mobile.jpg?resize=768,1076 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-background-mobile.jpg?resize=731,1024 731w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-background-mobile.jpg?resize=1096,1536 1096w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/marquee-crm-generic-background-mobile.jpg?resize=1462,2048 1462w" height="100%" width="100%"/> </div> </section> </div><div data-blade-id="1715959779275_w7g" data-blade-position="2" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1715959779275_w7g" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1715959779275_w7g" data-module-name="Let's define CRM" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Let's define CRM </h2> </header> <div class="blade__description"> <p>CRM stands for customer relationship management, which is a system for managing all of your company’s interactions with current and potential customers. The goal is simple: improve relationships to grow your business. CRM technology helps companies stay connected to customers, streamline processes, and improve profitability.</p> <p>When people talk about CRM, they’re usually referring to a CRM system: software that helps track each interaction you have with a prospect or customer. That can include sales calls, customer service interactions, <a href="/ap/marketing/email/" target="_self">marketing emails</a>, and more.</p> <p>CRM tools can unify customer and company data from many sources and even use <a href="/ap/artificial-intelligence/" target="_self">AI (artificial intelligence)</a> to help better manage relationships across the entire customer lifecycle, spanning departments like <a href="/ap/marketing/" target="_self"><ins>marketing</ins></a>, <a href="/ap/sales/" target="_self"><ins>sales</ins></a>, <a href="/ap/commerce/" target="_self"><ins>digital commerce</ins></a>, and <a href="/ap/service/" target="_self"><ins>customer service interactions</ins></a>.</p> <p>That’s the CRM definition. So why is CRM important, and who can benefit? Let’s take a look.</p> <p><strong>What we’ll cover:</strong></p> <ul> <li><a href="/ap/crm/what-is-crm/#who" target="_self">Who is CRM for?</a></li> <li><a href="/ap/crm/what-is-crm/#why" target="_self">Why is a CRM system important for your business?</a></li> <li><a href="/ap/crm/what-is-crm/#benefits" target="_self">What are the benefits of CRM?</a></li> <li><a href="/ap/crm/what-is-crm/#do" target="_self">What does a CRM system do?</a></li> <li><a href="/ap/crm/what-is-crm/#cost" target="_self">How much does a CRM cost?</a></li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1721022468940_ptb" data-blade-position="3" data-blade-name="sf/media" data-blade-variant="media" data-blade-source="www" data-blade-type="blade"> <section id="1721022468940_ptb" class="relative media--blade media--center-image" > <div class="container"> <article class="grid grid_main grid--sixteenbynine" data-module-track-impressions="" data-module-id="1721022468940_ptb" data-module-name="" data-module-position="1" data-module-type="headline"> <div class="video__wrapper"> <pbc-vidyard-player class="video__asset" video-uuid="GSV1F21yPa94a2ooKKUjEM" > <pbc-vidyard-analytics slot="analytics" video-uuid="GSV1F21yPa94a2ooKKUjEM" live-video="" > </pbc-vidyard-analytics> </pbc-vidyard-player> </div> <div class="content__wrapper"> <div class="content__container"> </div> </div> </article> </div> </section> </div><div data-blade-id="1715617265356_ehk" data-blade-position="4" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="who" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1715617265356_ehk" data-module-name="Who is CRM for?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Who is CRM for? </h2> </header> <div class="blade__description"> <p>CRM software is used by <a href="/ap/crm/examples/" target="_self">companies and industries of all sizes</a>. It benefits large enterprises that need to easily track customer activity in one place and share it across departments, <a href="/ap/small-business/" target="_self">small businesses</a> that often need to do more with less, and startups looking to be nimble and efficient. No matter your industry, or even if you’re a <a href="https://www.salesforce.com/nonprofit/cloud/" target="_self">nonprofit</a>, if you communicate with customers — and your employees rely on information about those customers — a <a href="/ap/crm/what-is-crm/crm-systems/" target="_self"><ins>CRM system</ins></a> can help.</p> <p>Customer relationship management software can benefit virtually any department at your company, from sales to service, to IT, to marketing, and more. Whether you want to start big or start small, it's easier to <a href="/ap/small-business/starter/" target="_self">get started</a> than you might think.</p> </div> </article> </div> </section> </div><div data-blade-id="1722997361889_ctd_90813" data-blade-position="5" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1722997361889_ctd_90813" class="relative promotion--blade promotion--right-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image" data-module-id="1722997361889_ctd_90813" data-module-name="Just getting started on your CRM journey?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-beginners-guide.webp?w=1024" class="image__asset" alt="Getting started with The Beginners Guide to CRM" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-beginners-guide.webp?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-beginners-guide.webp?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-beginners-guide.webp?resize=768,768 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-beginners-guide.webp?resize=1024,1024 1024w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Just getting started on your CRM journey? </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>Learn everything you need to know about finding, winning, and keeping customers with The Beginner's Guide to CRM.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Get started" data-link-url="https://www.salesforce.com/ap/form/small-business/beginners-guide-crm/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Get started: Just getting started on your CRM journey?" href="https://www.salesforce.com/ap/form/small-business/beginners-guide-crm/?d=pb" target="_blank" rel="noopener" > Get started </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1715380369670_b22" data-blade-position="6" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="why" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1715380369670_b22" data-module-name="Why is a CRM system important for your business?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Why is a CRM system important for your business? </h2> </header> <div class="blade__description"> <p>Doing business has become complicated. The average organisation uses close to <a href="https://www.salesforce.com/news/stories/connectivity-report-announcement-2024/" target="_self">1,000 different applications</a> — but only 28% of these apps are integrated.</p> <p>To stay ahead, your company needs to be centred around your customers and enabled by the right technology. But getting up-to-date, reliable, and actionable information can be tricky. How do you translate the many streams of data coming in from sales, customer service, marketing, and social media into useful business information?</p> <p>With a CRM solution, of course. Here are just a few reasons why using a <a href="/ap/crm/database/" target="_self"><ins>CRM database</ins></a> is important for your business.</p> </div> </article> </div> </section> </div><div data-blade-id="1721025462560_6yf" data-blade-position="7" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721025462560_6yf" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721025462560_6yf" data-module-name="A single source of truth" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> A single source of truth </h3> </header> <div class="blade__description"> <p>Customer relationship management software like <a href="/ap/crm/" target="_self"><ins>Salesforce CRM</ins></a> can give you a clear, <a href="https://www.salesforce.com/blog/unified-customer-profile/" target="_self"><ins>unified customer profile</ins></a> — a single, simple, secure, and customisable dashboard with a customer’s purchase history, order status, outstanding customer service issues, and more. This information can be invaluable, especially since <a href="/ap/resources/research-reports/state-of-the-connected-customer/?d=pb" target="_self">70% of customers</a> expect every representative they contact to know their purchase and issue history.</p> <p>Whether they’ve previously reached out via phone, chat, email, or social media, a single source of truth ensures everyone at your company can provide the expected level of service.</p> </div> </article> </div> </section> </div><div data-blade-id="1721025850477_frg" data-blade-position="8" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721025850477_frg" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721025850477_frg" data-module-name="Cost savings" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Cost savings </h3> </header> <div class="blade__description"> <p>Having a single source of truth doesn’t just benefit customers: It keeps companies organised and focused on revenue-generating activities. Sales teams generate a flood of data while talking to prospects, meeting customers, and collecting valuable information.</p> <p>If all that information gets stored in handwritten notes, laptops, or inside the heads of your salespeople, there can be serious cost implications. Details can get lost, action items aren’t followed up on promptly, and customers get prioritised based on guesswork rather than data. And if someone leaves the company, unless their contacts and notes are saved in a CRM, that information — and business — may disappear along with them.</p> <p>Using <a href="/ap/crm/what-is-crm/software/" target="_self"><ins>CRM software</ins></a> means less administrative work…and more time to focus on sales.</p> </div> </article> </div> </section> </div><div data-blade-id="1721025877331_qgo" data-blade-position="9" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721025877331_qgo" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721025877331_qgo" data-module-name="Connecting all your teams" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Connecting all your teams </h3> </header> <div class="blade__description"> <p>A CRM brings your teams together, sharing information that makes everyone’s job easier.</p> <p>For example, marketers can use <a href="https://www.salesforce.com/crm/what-is-crm/tools/" target="_self">CRM tools </a>to manage campaigns and lead <a href="/ap/products/marketing-cloud/best-practices/customer-journeys/" target="_self">customer journeys</a> with a data-driven approach. CRM software provides visibility into every opportunity or lead, showing you a clear path from inquiries to sales. Then, commerce teams can serve up personalised offers on your website, while customer service already knows a customer's history if they reach out with questions.</p> </div> </article> </div> </section> </div><div data-blade-id="1721025922557_3m" data-blade-position="10" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721025922557_3m" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721025922557_3m" data-module-name="Increasing productivity with AI" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Increasing productivity with AI </h3> </header> <div class="blade__description"> <p>Some of the biggest gains can come from combining CRM with the <a href="/ap/artificial-intelligence/what-is-ai/" target="_self"><ins>power of AI</ins></a>. Doing so enables you to quickly pull together everything you know about a customer — and even some things you didn’t know — which can be used to personalise every interaction. Having this level of knowledge makes every employee even smarter and more productive, especially when you use <a href="/ap/agentforce/what-are-ai-agents/" target="_self"><ins>AI agents</ins></a> that can take action autonomously based on the instructions you provide.</p> <p><a href="/ap/agentforce/" target="_self">AI agents</a> can help speed up tasks for teams across your business, too. Labour-intensive tasks like drafting sales emails, crafting marketing messages, and writing or localising product descriptions can now be done in a matter of seconds.</p> <p>CRMs that have AI give employees the power to make more accurate predictions around forecasts like quarterly sales targets, ecommerce sales, or the best time to send a marketing email.</p> </div> </article> </div> </section> </div><div data-blade-id="1720667843710_mji_90819" data-blade-position="11" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1720667843710_mji_90819" class="relative promotion--blade promotion--right-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image" data-module-id="1720667843710_mji_90819" data-module-name="Map Your Journey to AI-Powered CRM" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-ai-crm.webp?w=1024" class="image__asset" alt="Einstein showcasing Forrester's AI-Powered CRM report" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-ai-crm.webp?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-ai-crm.webp?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-ai-crm.webp?resize=768,768 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/promo-crm-ai-crm.webp?resize=1024,1024 1024w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Map Your Journey to AI-Powered CRM </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>Read Forrester's survey of 700+ business leaders to see how they're using AI to serve customers better.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Get the report" data-link-url="https://www.salesforce.com/ap/resources/research-reports/ai-powered-crm/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Get the report: Map Your Journey to AI-Powered CRM" href="https://www.salesforce.com/ap/resources/research-reports/ai-powered-crm/?d=pb" target="_self" rel="noopener" > Get the report </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1717796258154_ehs" data-blade-position="12" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="benefits" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1717796258154_ehs" data-module-name="What are the benefits of CRM?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What are the benefits of CRM? </h2> </header> <div class="blade__description"> <p>There are many <a href="/ap/crm/benefits-of-crm/" target="_self">benefits of using CRM software</a> — especially when your business combines <a href="/ap/crm/ai-crm/" target="_self">CRM with AI</a> and data you can trust. Here are just a few of them:</p> </div> </article> </div> </section> </div><div data-blade-id="1721171967699_l6f" data-blade-position="13" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721171967699_l6f" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721171967699_l6f" data-module-name="1. Connecting your business silos" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 1. Connecting your business silos </h3> </header> <div class="blade__description"> <p>The ability to easily share data across your teams is a huge benefit to both your customers and your business. A CRM provides everyone at your company with a simple, <a href="/ap/crm/custom-crm/" target="_self">customisable</a> user interface with real-time updates they can use to serve customers. So when a customer calls in with a question, the service agent can see their entire history, past marketing offers, and previous purchases. The CRM can even offer up suggestions for new products the customer may like, based on trends and insights <a href="/ap/commerce/ai/" target="_self">uncovered by AI</a>. A CRM with messaging capabilities that incorporates your customer data makes it even easier to communicate across your teams, with the data you need to collaborate right at your fingertips.</p> </div> </article> </div> </section> </div><div data-blade-id="1721172906476_zdf" data-blade-position="14" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721172906476_zdf" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721172906476_zdf" data-module-name="2. Making improvements to your bottom line" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 2. Making improvements to your bottom line </h3> </header> <div class="blade__description"> <p>Introducing a CRM platform has been shown to produce real results across a business. It helps employees save time, work more efficiently, unlock opportunities, and serve customers better. Using <a href="/ap/products/" target="_self">Salesforce CRM</a>, global customers across all business sizes have a proven track record of success, including:</p> </div> </article> </div> </section> </div><div data-blade-id="1718213056001_opj" data-blade-position="15" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1718213056001_opj" class="relative nup--blade layout--3 nup--card_statistic" > <div class="container container--min-spacing-bottom"> <div class="grid grid_main nup nup__3 nup__gridThree"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Sales Increases </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper " data-module-track-impressions="" data-module-id="1718214347520_19ue" data-module-position="1" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 30 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> sales revenue </div> </div> </div> </div> </article> <article class="card card__2 card__wrapper " data-module-track-impressions="" data-module-id="1718213727387_zs6" data-module-position="2" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 30 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> win rate </div> </div> </div> </div> </article> <article class="card card__3 card__wrapper " data-module-track-impressions="" data-module-id="1721173485816_hkl" data-module-position="3" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/stat-card-4.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 30 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> faster deal closure </div> </div> </div> </div> </article> </div> </div> </div> </section> </div><div data-blade-id="1721173678802_1bro" data-blade-position="16" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1721173678802_1bro" class="relative nup--blade layout--3 nup--card_statistic" > <div class="container container--min-spacing-bottom"> <div class="grid grid_main nup nup__3 nup__gridThree"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Marketing Increases </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper " data-module-track-impressions="" data-module-id="1721173678722_3d7" data-module-position="1" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 32 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> increase in ROI </div> </div> </div> </div> </article> <article class="card card__2 card__wrapper " data-module-track-impressions="" data-module-id="1721173678728_9xo" data-module-position="2" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 30 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> customer lifetime value </div> </div> </div> </div> </article> <article class="card card__3 card__wrapper " data-module-track-impressions="" data-module-id="1721173678736_1afx" data-module-position="3" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-1.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 34 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> B2B lead volume </div> </div> </div> </div> </article> </div> </div> </div> </section> </div><div data-blade-id="1721173871242_160z" data-blade-position="17" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1721173871242_160z" class="relative nup--blade layout--3 nup--card_statistic" > <div class="container container--min-spacing-bottom"> <div class="grid grid_main nup nup__3 nup__gridThree"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Customer Service Increases </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper " data-module-track-impressions="" data-module-id="1721173871167_qrd" data-module-position="1" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?w=620" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?resize=300,116 300w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 32 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> customer retention </div> </div> </div> </div> </article> <article class="card card__2 card__wrapper " data-module-track-impressions="" data-module-id="1721173871175_16xp" data-module-position="2" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?w=620" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?resize=300,116 300w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 32 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> customer satisfaction </div> </div> </div> </div> </article> <article class="card card__3 card__wrapper " data-module-track-impressions="" data-module-id="1721173871182_djv" data-module-position="3" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?w=620" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/12/Stat-Card-BG-1-1.png?resize=300,116 300w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 21 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> faster case resolution </div> </div> </div> </div> </article> </div> </div> </div> </section> </div><div data-blade-id="1721173947489_12e0" data-blade-position="18" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1721173947489_12e0" class="relative nup--blade layout--3 nup--card_statistic" > <div class="container container--min-spacing-bottom"> <div class="grid grid_main nup nup__3 nup__gridThree"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Digital Commerce Increases </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper " data-module-track-impressions="" data-module-id="1721173947414_1732" data-module-position="1" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 28 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> online revenue </div> </div> </div> </div> </article> <article class="card card__2 card__wrapper " data-module-track-impressions="" data-module-id="1721173947421_18ym" data-module-position="2" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 29 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> faster time to execute new strategies </div> </div> </div> </div> </article> <article class="card card__3 card__wrapper " data-module-track-impressions="" data-module-id="1721173947429_2yf" data-module-position="3" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-2.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 19 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> digital conversion rates </div> </div> </div> </div> </article> </div> </div> </div> </section> </div><div data-blade-id="1721174041589_oq6" data-blade-position="19" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1721174041589_oq6" class="relative nup--blade layout--3 nup--card_statistic" > <div class="container container--min-spacing-bottom"> <div class="grid grid_main nup nup__3 nup__gridThree"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> IT and Technology Increases </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper " data-module-track-impressions="" data-module-id="1721174041513_m4n" data-module-position="1" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 22 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> decrease in IT costs </div> </div> </div> </div> </article> <article class="card card__2 card__wrapper " data-module-track-impressions="" data-module-id="1721174041520_k2f" data-module-position="2" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 30 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> faster deployment </div> </div> </div> </div> </article> <article class="card card__3 card__wrapper " data-module-track-impressions="" data-module-id="1721174041532_25z" data-module-position="3" data-module-type="card_statistic" > <div class="card--card_statistic pbc-g-elevation-2 flex border-rad-16 "> <div class="card__content__wrapper"> <div class="card__background card__background--top"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?w=1024" class="card__background-image" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=300,116 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=768,297 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/stat-bg-3.png?resize=1024,396 1024w" height="auto" width="100%"/> </div> <div class="card__copy__wrapper flex flex--column"> <div class="card__stat flex flex--jc-center"> <span class="card__stat-prefix card__stat-prefix--align-middle"> + </span> <span class="card__stat-number"> 30 </span> <span class="card__stat-suffix card__stat-suffix--align-top"> % </span> </div> <div class="card__caption"> faster automation of business processes </div> </div> </div> </div> </article> </div> <div class="legal"><p>Source: FY2024 Salesforce Customer Success Metrics Global Highlights. Data is aggregated from 2,165 customers across 10 countries.</p> </div> </div> </div> </section> </div><div data-blade-id="1721281691725_12el" data-blade-position="20" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721281691725_12el" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721281691725_12el" data-module-name="3. Using AI to identify trends and efficiencies" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 3. Using AI to identify trends and efficiencies </h3> </header> <div class="blade__description"> <p>An <a href="/ap/crm/ai-crm/" target="_self">AI CRM</a> will help your business grow. It can make your employees more efficient, serve your customers better, and find new opportunities you may not see on your own. AI agents can help employees be more productive and serve customers better, with the ability to autonomously provide 24/7 customer service, engage with prospects, provide personalised product recommendations, and more.</p> </div> </article> </div> </section> </div><div data-blade-id="1721281759162_kum" data-blade-position="21" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721281759162_kum" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721281759162_kum" data-module-name="4. Accelerating work with automation" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 4. Accelerating work with automation </h3> </header> <div class="blade__description"> <p>CRM software helps employees get more done, faster. With <a href="/ap/crm/automation/" target="_self"><ins>CRM automation</ins></a> you can streamline complex, multi-user processes into simple workflows. Plus, fully integrated productivity platforms such as (<a href="/ap/slack/" target="_self">Slack</a>) provide a single place where employees can collaborate right in the flow of work and automate processes. With the help of AI, the <a href="/ap/crm/best-crm/" target="_self"><ins>best CRM</ins></a> software can automatically generate workflows to create even better experiences.</p> </div> </article> </div> </section> </div><div data-blade-id="1721281779564_10ph" data-blade-position="22" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721281779564_10ph" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721281779564_10ph" data-module-name="5. Increasing customer lifetime value" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 5. Increasing customer lifetime value </h3> </header> <div class="blade__description"> <p>By understanding your customers better, cross-selling and upselling opportunities become clear — giving you the chance to win new business from your existing accounts and to build lasting, more profitable relationships. With more visibility, you can keep your customers happy with better service. Happy customers become repeat customers, and repeat customers spend more.</p> </div> </article> </div> </section> </div><div data-blade-id="1721281801192_hf0" data-blade-position="23" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721281801192_hf0" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721281801192_hf0" data-module-name="6. Offering better customer support" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 6. Offering better customer support </h3> </header> <div class="blade__description"> <p>Today's customers expect fast, personalised support at any time of day or night. A CRM system can help you provide the high-quality service that customers are looking for. Your service representatives can quickly access a customer’s record of all past interactions so they can provide quick, informed answers and service.</p> </div> </article> </div> </section> </div><div data-blade-id="1721281877133_pxw" data-blade-position="24" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721281877133_pxw" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721281877133_pxw" data-module-name="7. Improving products and services" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 7. Improving products and services </h3> </header> <div class="blade__description"> <p>A good CRM system will gather information from a large variety of sources across your business and beyond. So in addition to providing information about individual customers, it can serve as a listening engine. Using AI can give you unprecedented insights into how people feel and what they are saying about your organisation. This helps you improve your offerings, spot problems early, and identify gaps.</p> </div> </article> </div> </section> </div><div data-blade-id="1712772577180_1caa_908123" data-blade-position="25" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1712772577180_1caa_908123" class="relative promotion--blade promotion--left-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image" data-module-id="1712772577180_1caa_908123" data-module-name="Choose the right CRM for your needs" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/promotion-solution-finder-6_47d9ad.webp?w=1024" class="image__asset" alt="A customer and Einstein standing in front of the Customer 360 product illustration showing Sales, Service, Marketing" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/promotion-solution-finder-6_47d9ad.webp?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/promotion-solution-finder-6_47d9ad.webp?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/promotion-solution-finder-6_47d9ad.webp?resize=768,768 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/promotion-solution-finder-6_47d9ad.webp?resize=1024,1024 1024w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Choose the right CRM for your needs </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>Answer four quick questions and we'll create a customised CRM solution for your industry and business size.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Find your solution" data-link-url="https://salesforcecustomer360.herokuapp.com/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Find your solution: Choose the right CRM for your needs" href="https://salesforcecustomer360.herokuapp.com/" target="_blank" rel="noopener" > Find your solution <svg width="18" height="18" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg" fill="currentColor"> <path fill-rule="evenodd" clip-rule="evenodd" d="M10.0977 2.16345H14.5237L6.8804 9.80671C6.69002 9.99709 6.69002 10.3058 6.8804 10.4961L7.34002 10.9558C7.5304 11.1461 7.83906 11.1461 8.02945 10.9558L15.6717 3.31348V7.73848C15.6717 8.00772 15.89 8.22598 16.1592 8.22598H16.8092C17.0785 8.22598 17.2967 8.00772 17.2967 7.73848V1.47595C17.2967 0.958186 16.877 0.538452 16.3592 0.538452H10.0977C9.82847 0.538452 9.61021 0.756713 9.61021 1.02595V1.67595C9.61021 1.94519 9.82847 2.16345 10.0977 2.16345ZM2.97559 4.03905C1.62939 4.03905 0.538086 5.13036 0.538086 6.47655V14.8516C0.538086 16.1977 1.62939 17.2891 2.97559 17.2891H11.3506C12.6968 17.2891 13.7881 16.1977 13.7881 14.8516L13.7881 8.88513C13.7881 8.59574 13.4383 8.45066 13.2335 8.65509L12.4493 9.43768C12.2661 9.62059 12.1631 9.86888 12.1631 10.1278V14.8516C12.1631 15.3003 11.7993 15.6641 11.3506 15.6641H2.97559C2.52686 15.6641 2.16309 15.3003 2.16309 14.8516V6.47655C2.16309 6.02782 2.52685 5.66405 2.97559 5.66405H7.79909C8.07127 5.66405 8.33106 5.55029 8.51564 5.35026L9.2223 4.58446C9.41442 4.37626 9.26675 4.03905 8.98345 4.03905H2.97559Z"/> </svg> </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1721281980555_riw" data-blade-position="26" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="do" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721281980555_riw" data-module-name="What does a CRM system do?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What does a CRM system do? </h2> </header> <div class="blade__description"> <p>CRM lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage <a href="/ap/marketing/campaigns/" target="_self">marketing campaigns</a>, all in one central location that’s available to stakeholders at your company. It does this by organising customer and prospect information in a secure, easy-to-use digital record with information like a contact‌’s email, telephone, social media handle, all previous interactions with your company, and more.</p> <p>CRM helps you find new customers, win their business, and keep them happy. With automation, CRM can help you collect even more information faster, like news about your accounts, so that everyone stays up to date.</p> </div> </article> </div> </section> </div><div data-blade-id="1721282205332_rnw" data-blade-position="27" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721282205332_rnw" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721282205332_rnw" data-module-name="Key features of a CRM" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Key features of a CRM </h3> </header> <div class="blade__description"> <p>Customer relationship management software provides businesses with tools that help them communicate better — both internally, and with customers. Here’s how:</p> </div> </article> </div> </section> </div><div data-blade-id="1721282251507_jtb" data-blade-position="28" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721282251507_jtb" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721282251507_jtb" data-module-name="Flexibility, security, and lower costs with a cloud CRM" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h4 class="headline text__headline--medium-small" style=" "> Flexibility, security, and lower costs with a cloud CRM </h4> </header> <div class="blade__description"> <p>Unlike the early days, today’s CRM software lives in the cloud, giving you the ability to safely save and access all of your customer data from anywhere at any time. That means every employee has the same information in real time, and can make updates wherever they are.</p> <p>Shifting to a <a href="/ap/crm/cloud-crm/" target="_self"><ins>cloud CRM</ins></a> also means that a CRM system is easy to <a href="/ap/crm/crm-implementation/" target="_self"><ins>implement</ins></a>. There’s no hardware, which significantly reduces costs. Installation and ongoing management is an easy lift for IT teams, since there are no frustrating version control issues or updates to schedule. And, with cloud-based CRM, you only pay for the number of seats you use and features you need. As your business grows, you can add more of both, enabling your CRM to scale along with your plans.</p> <p>Moving to the cloud has changed CRM in countless ways. Now anyone can work from anywhere on any device, boosting collaboration and bringing down costs. Plus, it offers enhanced security, so your customer and company data is <a href="https://www.salesforce.com/products/platform/best-practices/improving-cloud-security/" target="_self">always safe</a>.</p> </div> </article> </div> </section> </div><div data-blade-id="1721282327186_ea6" data-blade-position="29" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721282327186_ea6" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721282327186_ea6" data-module-name="Unified view of the customer" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h4 class="headline text__headline--medium-small" style=" "> Unified view of the customer </h4> </header> <div class="blade__description"> <p>With a consolidated view of every prospect and customer, CRM software can manage day-to-day customer activities and interactions. For marketing, this means engaging your prospects with the right message, at the right time, through targeted <a href="/ap/marketing/what-is-digital-marketing/" target="_self">digital marketing</a> campaigns and journeys. Sales reps can work faster and smarter with a clear view of their pipeline and accomplish more accurate forecasting.</p> <p>Commerce teams can quickly launch and scale <a href="/ap/commerce/what-is-ecommerce/" target="_self">ecommerce</a> — from online orders to curbside pickup — for their consumer shoppers (<a href="/ap/crm/b2c-crm/" target="_self">B2C Commerce</a>) and business buyers (<a href="/ap/crm/b2b-crm/" target="_self">B2B Commerce</a>). And customer service agents can respond to customer needs on any channel — from the office, at home, or in the field.</p> </div> </article> </div> </section> </div><div data-blade-id="1721282437882_tc1" data-blade-position="30" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721282437882_tc1" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721282437882_tc1" data-module-name="Connects with your other apps" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h4 class="headline text__headline--medium-small" style=" "> Connects with your other apps </h4> </header> <div class="blade__description"> <p>As we mentioned, the average company uses close to 1,000 apps — most of which can’t talk to each other. A CRM platform can <a href="https://appexchange.salesforce.com/" target="_blank" class="link__new-tab">connect with other business apps<img class="link__new-tab-icon" alt="Opens in a new window"></a> that help you to develop customer relationships. <a href="/ap/crm/crm-integration/" target="_self">CRMs integrate</a> with your favourite business tools, such as document signing, accounting, and billing, and surveys, so that information flows both ways to give you a true 360-degree view of your customer.</p> </div> </article> </div> </section> </div><div data-blade-id="1721282491262_115h" data-blade-position="31" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1721282491262_115h" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721282491262_115h" data-module-name="Trusted AI is built-in" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h4 class="headline text__headline--medium-small" style=" "> Trusted AI is built-in </h4> </header> <div class="blade__description"> <h4>The latest CRM systems have <a href="/ap/artificial-intelligence/" target="_self">built-in intelligence and trusted AI</a>. They use your customer data to create customisable, predictive, and generative AI experiences that automate administrative tasks like data entry and lead or service case routing. Automatically generated insights or service call recaps help you understand your customers better, even predicting how they will feel and act so that you can prepare the right outreach. AI can even help you to find opportunities that may be hidden in your business data.</h4> </div> </article> </div> </section> </div><div data-blade-id="1721282712869_8d6" data-blade-position="32" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="cost" class="relative textmainbody--blade" > <div class="container container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1721282712869_8d6" data-module-name="How much does a CRM cost?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How much does a CRM cost? </h2> </header> <div class="blade__description"> <p>There are many ways that customer relationship management software can make a big impact on your business. But that doesn’t mean the cost has to be big. CRM products and services are made for businesses of all sizes and to meet needs across all areas of a company. Whether you’re <a href="/ap/small-business/starter/" target="_self"><ins>a small business</ins></a> or a large enterprise, it’s easy to get started.</p> <p><a href="/ap/crm/free-trial/" target="_self"><ins>Try Salesforce free</ins></a> for 30 days.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659555308_hif" data-blade-position="33" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659555308_hif" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659555308_hif" data-module-name="How to create an effective CRM strategy?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How to create an effective CRM strategy? </h2> </header> <div class="blade__description"> <p>When you start to integrate successful CRM strategies using your chosen tools, there’ll likely be a learning curve. To make things easier, create a basic strategy upfront before you put your solution to work.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659613931_10r3" data-blade-position="34" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659613931_10r3" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659613931_10r3" data-module-name="Step 1: Define your goals" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Step 1: Define your goals </h3> </header> <div class="blade__description"> <p>What are your goals, and how do you intend to achieve them? Hone in on your objectives, as these will determine how you tailor your CRM solution for your business.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659668575_1c73" data-blade-position="35" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659668575_1c73" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659668575_1c73" data-module-name="Step 2: Refine your buyer persona" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Step 2: Refine your buyer persona </h3> </header> <div class="blade__description"> <p>You likely already know your target audiences but take the time to refine your understanding by creating an ideal buyer persona. This customer information is a useful way to learn how you’ll be employing your CRM solution to achieve results.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659697241_4mw" data-blade-position="36" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659697241_4mw" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659697241_4mw" data-module-name="Step 3: Understand the customer journey" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Step 3: Understand the customer journey </h3> </header> <div class="blade__description"> <p>What are the steps in your sales pipeline? How do your audience travel from awareness to conversion? How many touchpoints do they engage with, and how long does it take for a lead to travel between stages? Map out your customer journey to form the foundation of your CRM.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659765980_ns" data-blade-position="37" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659765980_ns" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659765980_ns" data-module-name="Step 4: Assign team roles" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Step 4: Assign team roles </h3> </header> <div class="blade__description"> <p>Before you launch up your CRM, determine who will play a role in running, updating, and managing your software. Depending on the size of your sales and marketing team, you can also assign individual roles, such as data management and system maintenance.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659795605_oct" data-blade-position="38" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659795605_oct" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659795605_oct" data-module-name="Step 5: Train your staff" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Step 5: Train your staff </h3> </header> <div class="blade__description"> <p>You should align your team on best practices any time you integrate a new platform into your workflow. Explain your goals, how you want to use the software, and how responsibilities will change once it is implemented.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659844271_j8m" data-blade-position="39" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659844271_j8m" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659844271_j8m" data-module-name="Step 6: Prepare your data" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Step 6: Prepare your data </h3> </header> <div class="blade__description"> <p>Your CRM system depends on high-quality data. Integrate processes to collect data from various sources and ensure your existing customer data is clean and properly catalogued.</p> <p>With these six steps, you’ll be prepared to integrate a CRM solution into your organisation.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659867434_1dj" data-blade-position="40" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659867434_1dj" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659867434_1dj" data-module-name="How to use a CRM tool in sales and marketing?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How to use a CRM tool in sales and marketing? </h2> </header> <div class="blade__description"> <p>Let’s discuss how to actually put your CRM tool to work. Here are some of our top CRM tips for setting up and using your software platform.</p> </div> </article> </div> </section> </div><div data-blade-id="1731659982563_djh" data-blade-position="41" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731659982563_djh" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731659982563_djh" data-module-name="1. Introduce the tool to your sales reps" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 1. Introduce the tool to your sales reps </h3> </header> <div class="blade__description"> <p>Ultimately, your CRM is going to be your sales team’s best friend. The sooner you can get them familiar with the platform, the better. Add them as users to the platform and explain why the software will be valuable so everyone is on the same page.</p> </div> </article> </div> </section> </div><div data-blade-id="1731660008663_13tk" data-blade-position="42" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731660008663_13tk" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731660008663_13tk" data-module-name="2. Import your existing data" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 2. Import your existing data </h3> </header> <div class="blade__description"> <p>At this preliminary stage, you should also add all of your existing prospects, leads, and customers. This process will help your CRM system catch up with your current sales and marketing strategy.</p> </div> </article> </div> </section> </div><div data-blade-id="1731660037946_xjw" data-blade-position="43" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731660037946_xjw" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731660037946_xjw" data-module-name="3. Create custom stages and fields" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 3. Create custom stages and fields </h3> </header> <div class="blade__description"> <p>Your CRM needs to mirror your goals and sales pipeline. Create several deal stages in your <a href="/au/small-business/" target="_self"><ins>CRM solution</ins></a> to match the customer journey you mapped out earlier. You should also develop tailored properties that you want to track. For instance, you might want to add customer fields for email addresses, products purchased, billing IDs, or currencies.</p> </div> </article> </div> </section> </div><div data-blade-id="1731660084174_1dx" data-blade-position="44" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1731660084174_1dx" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left" data-module-id="1731660084174_1dx" data-module-name="4. Integrate your existing tools" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> 4. Integrate your existing tools </h3> </header> <div class="blade__description"> <p>The beauty of a CRM is that it centralises all of your teams and data in one place. However, to leverage that benefit, you should integrate all of your current form builders, social media accounts, and business platforms into your CRM. This will streamline your entire sales cycle, making the process of gathering and nurturing leads more efficient.</p> </div> </article> </div> </section> </div><div data-blade-id="1731916893911_13v9" data-blade-position="45" data-blade-name="sf/simpletable" data-blade-variant="simpletable" data-blade-source="www" data-blade-type="blade"> <section id="1731916893911_13v9" class="relative simpletable--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main default" data-module-id="1731916893911_13v9" data-module-name="Salesforce CRM Tools" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="simpletable__blade-heading text--left "> <h2 class="headline simpletable__headline" style=" "> Salesforce CRM Tools </h2> <div class="blade__description text--left"> <p>Salesforce offers a wealth of advanced CRM tools designed to help you grow, thrive, and scale. Here’s how our range of products can help.</p> </div> </header> <div data-component="table" data-table-pagination-mode="" data-table-frozen-columns="0" id="1731916894211_kei" class="table simpletable__table" > <table role="table"> <thead role="rowgroup"> <tr role="row"> <th role="columnheader" scope="col" class="table__cell"><strong>Salesforce CRM product</strong></th> <th role="columnheader" scope="col" class="table__cell"><strong>What is it?</strong></th> <th role="columnheader" scope="col" class="table__cell"><strong>What are the key features?</strong></th> </tr> </thead> <tbody role="rowgroup"> <tr role="row" > <td role="cell" class="table__cell"><strong><strong><a href="/ap/sales/cloud/">Salesforce Sales Cloud</a></strong></strong></td> <td role="cell" class="table__cell">MaManage sales processes from beginning to end and close deals faster with an AI-powered CRM for sales teams. Elevate your sales performance.</td> <td role="cell" class="table__cell">Lead management, lead scoring, sales forecasting, sales pipeline management, opportunity tracking, workflow automation, and mobile CRM access.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="/ap/service/cloud/">Salesforce Service Cloud</a></strong></td> <td role="cell" class="table__cell">Enhance productivity and deliver exceptional customer service with our easy-to-use service platform.</td> <td role="cell" class="table__cell">Case management, omni-channel routing, self-service portals, AI-powered chatbots, and field service management.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="/ap/marketing/">Salesforce Marketing Cloud</a></strong></td> <td role="cell" class="table__cell">Create customised experiences, map out customer journeys and build exceptional client relationships that drive growth.</td> <td role="cell" class="table__cell">Email CRM marketing, social media marketing, customer segmentation, data integration, and data analytics.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="/ap/commerce/">Salesforce Commerce Cloud</a></strong></td> <td role="cell" class="table__cell">Provide unified commerce experiences across all channels, both online and in-store.</td> <td role="cell" class="table__cell">Personalised customer experience tools, conversational AI features for customers, digital storefront templates, order management, and AI-driven product recommendations.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="/ap/products/experience-cloud/overview/">Salesforce Experience Cloud</a></strong></td> <td role="cell" class="table__cell">Design engaging websites, portals, and mobile apps for customers and partners.</td> <td role="cell" class="table__cell">All-in-one site, app, and portal builder, custom themes, community building features, integrated data sharing.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="/ap/analytics/crm/">Salesforce Analytics Cloud</a></strong></td> <td role="cell" class="table__cell">Gain AI-driven analytics into customer data to uncover insights and trends.</td> <td role="cell" class="table__cell">Data visualisation, business intelligence, AI forecasting, cross-departmental insights.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="/ap/products/financial-services-cloud/overview/">Salesforce Financial Services Cloud</a></strong></td> <td role="cell" class="table__cell">Manage client relationships and grow your assets in the financial sector.</td> <td role="cell" class="table__cell">Client management, automated workflows, compliance tools,and financial goal tracking.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="https://www.salesforce.com/ap/solutions/industries/healthcare/health-cloud/">Salesforce Health Cloud</a></strong></td> <td role="cell" class="table__cell">Streamline patient management and care coordination in the healthcare industry.</td> <td role="cell" class="table__cell">Care plans, collaboration tools, HIPAA-compliant health data management, and patient profiling.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="https://www.salesforce.com/nonprofit/cloud/">Salesforce Nonprofit Cloud</a></strong></td> <td role="cell" class="table__cell">Manage fundraising, donor engagement and impact tracking for nonprofits.</td> <td role="cell" class="table__cell">Fundraising automation, donor management tools, grants management.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><a href="/education/cloud/"><strong>Salesforce Education Cloud</strong></a></td> <td role="cell" class="table__cell">Improve student engagement and drive better outcomes in the education sector.</td> <td role="cell" class="table__cell">Student recruitment, alumni management, student success tracking, and educational program management.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><a href="/ap/artificial-intelligence/"><strong>Salesforce AI</strong></a></td> <td role="cell" class="table__cell">Automate and personalise customer interactions with the power of artificial intelligence.</td> <td role="cell" class="table__cell">AI-driven automation and insights, sales forecasting, and predictive analytics.</td> </tr> <tr role="row" > <td role="cell" class="table__cell"><strong><a href="/ap/agentforce/">Agentforce</a></strong></td> <td role="cell" class="table__cell">Integrate your own AI agent into Salesforce platforms like Sales Cloud and Service Cloud.</td> <td role="cell" class="table__cell">AI-powered agents, real-time task automation, customer query resolution, and intelligent routing.</td> </tr> </tbody> </table> </div> </article> </div> </section> </div><div data-blade-id="1691508978479_9la" data-blade-position="46" data-blade-name="sf/faq" data-blade-variant="faq" data-blade-source="www" data-blade-type="blade"> <section id="1691508978479_9la" class="relative faq--blade" > <div class="container"> <article class="grid grid_main" data-module-track-impressions="false" data-module-id="1691508978479_9la" data-module-name="Frequently Asked Questions" data-module-position="1" data-module-type="headline"> <header class="faq__blade-heading "> <h2 class="headline" style=" "> Frequently Asked Questions </h2> </header> <div class="faq--tabs"> <div class="one-tab" > <div id="tab-1-1691508978479_9la" > <div class="pbc_accordion"> <div class="accordion__item accordion__item-1 selected " data-module-id="1691508978647_t34" data-module-name="What is a CRM, and how does it help businesses?" data-module-position="1" data-module-type="accordion" data-module-track-impressions="true" data-module-track-clicks="true" > <h3 class="accordion__heading"> <button type="button" aria-expanded="true" aria-controls="rel1691508978479_9la-11" class="accordion__trigger" id="accordion1691508978479_9la-11" aria-label="What is a CRM, and how does it help businesses?"> <span class="accordion__title relative"> What is a CRM, and how does it help businesses? <span class="accordion__icon-wrapper accordion__icon-wrapper--plus ml-32 mobile-ml-20"> <svg xmlns="http://www.w3.org/2000/svg" width="13.54" height="13.54" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--plus" viewBox="0 0 22 22"><path d="M13 12.5h8.25c.4 0 .75-.35.75-.75v-1.5c0-.4-.35-.75-.75-.75H13c-.3 0-.5-.2-.5-.5V.75c0-.4-.35-.75-.75-.75h-1.5c-.4 0-.75.35-.75.75V9c0 .3-.2.5-.5.5H.75c-.4 0-.75.35-.75.75v1.5c0 .4.35.75.75.75H9c.3 0 .5.2.5.5v8.25c0 .4.35.75.75.75h1.5c.4 0 .75-.35.75-.75V13c0-.3.2-.5.5-.5Z" class="icon__plus" clip-rule="evenodd"/></svg> <svg xmlns="http://www.w3.org/2000/svg" width="14.77" height="1.85" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--minus" viewBox="0 0 24 3"><path d="M24 2.25c0 .4-.35.75-.75.75H.75C.35 3 0 2.65 0 2.25V.75C0 .35.35 0 .75 0h22.5c.4 0 .75.35.75.75v1.5Z" class="icon__minus" clip-rule="evenodd"/></svg> </span> </span> </button> </h3> <section class="accordion__panel" role="region" aria-labelledby="accordion1691508978479_9la-11" id="rel1691508978479_9la-11"> <div class="accordion__description"> <p>Customer relationship management (CRM) software supports business owners by streamlining interactions with current and prospective customers.</p> <p>A comprehensive CRM solution will provide centralised knowledge bases to help you track interactions with customers and decide on the best next steps to build better customer relationships. Ultimately, this will help you guide more customers down your sales pipeline, supporting your growing business.</p> </div> </section> </div> <div class="accordion__item accordion__item-2 " data-module-id="1692403715215_kum" data-module-name="What does CRM full form mean?" data-module-position="2" data-module-type="accordion" data-module-track-impressions="true" data-module-track-clicks="true" > <h3 class="accordion__heading"> <button type="button" aria-expanded="false" aria-controls="rel1691508978479_9la-12" class="accordion__trigger" id="accordion1691508978479_9la-12" aria-label="What does CRM full form mean?"> <span class="accordion__title relative"> What does CRM full form mean? <span class="accordion__icon-wrapper accordion__icon-wrapper--plus ml-32 mobile-ml-20"> <svg xmlns="http://www.w3.org/2000/svg" width="13.54" height="13.54" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--plus" viewBox="0 0 22 22"><path d="M13 12.5h8.25c.4 0 .75-.35.75-.75v-1.5c0-.4-.35-.75-.75-.75H13c-.3 0-.5-.2-.5-.5V.75c0-.4-.35-.75-.75-.75h-1.5c-.4 0-.75.35-.75.75V9c0 .3-.2.5-.5.5H.75c-.4 0-.75.35-.75.75v1.5c0 .4.35.75.75.75H9c.3 0 .5.2.5.5v8.25c0 .4.35.75.75.75h1.5c.4 0 .75-.35.75-.75V13c0-.3.2-.5.5-.5Z" class="icon__plus" clip-rule="evenodd"/></svg> <svg xmlns="http://www.w3.org/2000/svg" width="14.77" height="1.85" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--minus" viewBox="0 0 24 3"><path d="M24 2.25c0 .4-.35.75-.75.75H.75C.35 3 0 2.65 0 2.25V.75C0 .35.35 0 .75 0h22.5c.4 0 .75.35.75.75v1.5Z" class="icon__minus" clip-rule="evenodd"/></svg> </span> </span> </button> </h3> <section class="accordion__panel" role="region" aria-labelledby="accordion1691508978479_9la-12" id="rel1691508978479_9la-12"> <div class="accordion__description"> <p>CRM stands for ‘customer relationship management’, a system for building better customer relationships. A CRM features lead management and contact management tools, as well as reporting and analytics, all of which help you track, understand, and communicate with your customers more easily. Many CRMs also offer automation features, such as AI-powered agents that can act autonomously based on given instructions.</p> </div> </section> </div> <div class="accordion__item accordion__item-3 " data-module-id="1692403717854_cpd" data-module-name="How can AI and automation improve CRM tools?" data-module-position="3" data-module-type="accordion" data-module-track-impressions="true" data-module-track-clicks="true" > <h3 class="accordion__heading"> <button type="button" aria-expanded="false" aria-controls="rel1691508978479_9la-13" class="accordion__trigger" id="accordion1691508978479_9la-13" aria-label="How can AI and automation improve CRM tools?"> <span class="accordion__title relative"> How can AI and automation improve CRM tools? <span class="accordion__icon-wrapper accordion__icon-wrapper--plus ml-32 mobile-ml-20"> <svg xmlns="http://www.w3.org/2000/svg" width="13.54" height="13.54" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--plus" viewBox="0 0 22 22"><path d="M13 12.5h8.25c.4 0 .75-.35.75-.75v-1.5c0-.4-.35-.75-.75-.75H13c-.3 0-.5-.2-.5-.5V.75c0-.4-.35-.75-.75-.75h-1.5c-.4 0-.75.35-.75.75V9c0 .3-.2.5-.5.5H.75c-.4 0-.75.35-.75.75v1.5c0 .4.35.75.75.75H9c.3 0 .5.2.5.5v8.25c0 .4.35.75.75.75h1.5c.4 0 .75-.35.75-.75V13c0-.3.2-.5.5-.5Z" class="icon__plus" clip-rule="evenodd"/></svg> <svg xmlns="http://www.w3.org/2000/svg" width="14.77" height="1.85" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--minus" viewBox="0 0 24 3"><path d="M24 2.25c0 .4-.35.75-.75.75H.75C.35 3 0 2.65 0 2.25V.75C0 .35.35 0 .75 0h22.5c.4 0 .75.35.75.75v1.5Z" class="icon__minus" clip-rule="evenodd"/></svg> </span> </span> </button> </h3> <section class="accordion__panel" role="region" aria-labelledby="accordion1691508978479_9la-13" id="rel1691508978479_9la-13"> <div class="accordion__description"> <p>AI capabilities are a boon for customer relationship management tools. With the power of AI and machine learning, businesses can automate repetitive tasks, perform predictive analytics, and gain actionable insights into their customers.</p> <p>This workflow automation frees up time for specialist teams to focus on high-value tasks. An AI tool can even create custom email chains or act as a preliminary customer service representative via live chat. This helps businesses build stronger customer relationships faster without expending unnecessary resources.</p> </div> </section> </div> <div class="accordion__item accordion__item-4 " data-module-id="1692403719758_e6k" data-module-name="What types of CRM software are available, and which one is right for my business?" data-module-position="4" data-module-type="accordion" data-module-track-impressions="true" data-module-track-clicks="true" > <h3 class="accordion__heading"> <button type="button" aria-expanded="false" aria-controls="rel1691508978479_9la-14" class="accordion__trigger" id="accordion1691508978479_9la-14" aria-label="What types of CRM software are available, and which one is right for my business?"> <span class="accordion__title relative"> What types of CRM software are available, and which one is right for my business? <span class="accordion__icon-wrapper accordion__icon-wrapper--plus ml-32 mobile-ml-20"> <svg xmlns="http://www.w3.org/2000/svg" width="13.54" height="13.54" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--plus" viewBox="0 0 22 22"><path d="M13 12.5h8.25c.4 0 .75-.35.75-.75v-1.5c0-.4-.35-.75-.75-.75H13c-.3 0-.5-.2-.5-.5V.75c0-.4-.35-.75-.75-.75h-1.5c-.4 0-.75.35-.75.75V9c0 .3-.2.5-.5.5H.75c-.4 0-.75.35-.75.75v1.5c0 .4.35.75.75.75H9c.3 0 .5.2.5.5v8.25c0 .4.35.75.75.75h1.5c.4 0 .75-.35.75-.75V13c0-.3.2-.5.5-.5Z" class="icon__plus" clip-rule="evenodd"/></svg> <svg xmlns="http://www.w3.org/2000/svg" width="14.77" height="1.85" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--minus" viewBox="0 0 24 3"><path d="M24 2.25c0 .4-.35.75-.75.75H.75C.35 3 0 2.65 0 2.25V.75C0 .35.35 0 .75 0h22.5c.4 0 .75.35.75.75v1.5Z" class="icon__minus" clip-rule="evenodd"/></svg> </span> </span> </button> </h3> <section class="accordion__panel" role="region" aria-labelledby="accordion1691508978479_9la-14" id="rel1691508978479_9la-14"> <div class="accordion__description"> <p>Beyond the basic CRM, there are several different types of CRM to note. An operational CRM is designed to streamline every aspect of your customer relationship building.</p> <p>It contains lead management, automation, sales CRM, marketing automation, and customer support features. This is the best option for most businesses. In contrast, an analytical CRM focuses on analysing CRM data to help businesses make informed decisions.</p> <p>It often features tools for data mining, sales forecasting, and customer segmentation. If you focus on collecting and utilising data to improve your processes, this solution might be for you.</p> </div> </section> </div> <div class="accordion__item accordion__item-5 " data-module-id="1725475604415_81r" data-module-name="How can CRM tools help improve customer engagement and increase sales?" data-module-position="5" data-module-type="accordion" data-module-track-impressions="true" data-module-track-clicks="true" > <h3 class="accordion__heading"> <button type="button" aria-expanded="false" aria-controls="rel1691508978479_9la-15" class="accordion__trigger" id="accordion1691508978479_9la-15" aria-label="How can CRM tools help improve customer engagement and increase sales?"> <span class="accordion__title relative"> How can CRM tools help improve customer engagement and increase sales? <span class="accordion__icon-wrapper accordion__icon-wrapper--plus ml-32 mobile-ml-20"> <svg xmlns="http://www.w3.org/2000/svg" width="13.54" height="13.54" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--plus" viewBox="0 0 22 22"><path d="M13 12.5h8.25c.4 0 .75-.35.75-.75v-1.5c0-.4-.35-.75-.75-.75H13c-.3 0-.5-.2-.5-.5V.75c0-.4-.35-.75-.75-.75h-1.5c-.4 0-.75.35-.75.75V9c0 .3-.2.5-.5.5H.75c-.4 0-.75.35-.75.75v1.5c0 .4.35.75.75.75H9c.3 0 .5.2.5.5v8.25c0 .4.35.75.75.75h1.5c.4 0 .75-.35.75-.75V13c0-.3.2-.5.5-.5Z" class="icon__plus" clip-rule="evenodd"/></svg> <svg xmlns="http://www.w3.org/2000/svg" width="14.77" height="1.85" fill="none" aria-hidden="true" class="accordion__icon accordion__icon--minus" viewBox="0 0 24 3"><path d="M24 2.25c0 .4-.35.75-.75.75H.75C.35 3 0 2.65 0 2.25V.75C0 .35.35 0 .75 0h22.5c.4 0 .75.35.75.75v1.5Z" class="icon__minus" clip-rule="evenodd"/></svg> </span> </span> </button> </h3> <section class="accordion__panel" role="region" aria-labelledby="accordion1691508978479_9la-15" id="rel1691508978479_9la-15"> <div class="accordion__description"> <p>CRM tools enhance customer engagement in several ways. By offering a centralised platform to manage customer interactions, businesses can maintain consistent messaging at every touchpoint. They also track data, preferences, and customer behaviour.</p> <p>This provides tailored insights that allow companies to craft more personalised campaigns and eliminate bottlenecks in their sales pipeline. Overall, this makes moving prospects from lead generation to conversion easier. It’s like a single source of truth for all of your sales and marketing efforts.</p> </div> </section> </div> </div> </div> </div> </div> </article> </div> <div class="background__gradient" style="background-image: linear-gradient(180deg, #FFFFFF 0%, rgb(255, 255, 255) 100%);"></div> </section> </div><div data-blade-id="1717103678898_467_908145" data-blade-position="47" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1717103678898_467_908145" class="relative nup--blade nup--link_below layout--4 nup--card_resource" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <div class="grid grid_main nup nup__4 nup__gridFour"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Keep up with the latest in CRM with guides, research, and insights. </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper " data-module-track-impressions="" data-module-id="1717103678825_1651" data-module-name="Learn how CRM brings teams together to build a 360-degree view of your customer." data-module-position="1" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="/ap/crm/what-is-crm/" tabindex="-1" aria-label="Learn how CRM brings teams together to build a 360-degree view of your customer." data-link-url="/ap/crm/what-is-crm/" data-link-type="image" target="_self"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/n-up-resource-crm-bring-teams-together.jpg?w=1024" class="card__image" alt="Experience the future of work with AI and automation in Slack article" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/n-up-resource-crm-bring-teams-together.jpg?resize=150,150 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