Salesforce - Complete CRM Handbook
Salesforce - Complete CRM Handbook
COMPLETE CRM
HANDBOOK
Everything you need to know to get started with CRM
Introduction
CRM is much more than an acronym that’s been tossed
around the business and sales world for the past decade
or so.
The contents of this ebook will help you determine that. Over the next four
chapters, we will examine the following topics:
Conclusion................................................................................................................................................................. 14
Useful Resources.................................................................................................................................................... 15
4
they belong to.
You don’t have a mobile solution
6
In recent times, working from home has become normal.
Your sales reps will be communicating with potential customers You don’t have a plan to support growth
and obtaining valuable information away from the office. What if your business grew from 20 to 200 this year? Are you
However, if this new data is stored on personal computer files confident that your current processes can support such growth?
and handwritten notes and is not properly transferred, the rest If you know that your business will grow and you are worried
of the sales team will not be up to date on important details. about keeping up, don’t stress. This is exactly the type of issue
These notes can also be easily lost - especially if an employee that a CRM system can address.
leaves the company.
The more effectively and efficiently you use your time, the better it is
for your business. With a combination of a steady flow of new prospects,
an increase in time spent selling, and arming sales reps with the info they
3 Money/access to capital
need to close deals more quickly, small businesses can grow rapidly. *Source: Small & Medium Business Trends Report
• Lack of information on potential clients. • Providing one channel for reps to share information and connect
eliminates endless email loops and phone tag.
• Inadequate knowledge about a prospect before calling.
• Making the switch to mobile can eliminate downtime and increase
• Poor visibility and forecasting of the future pipeline. communication, which is a big challenge for a sales team on the go.
A CRM allows sales reps to store the data on prospects to ensure The right CRM system syncs with mobile devices anywhere, anytime
relevant information is ready at each interaction along the customer via the cloud, so the entire team is on the same page and has the most
purchase process. Plus, it quickly provides metrics related to visibility current information at their fingertips.
and forecasting.
Better Intelligence
Companies that embrace the AI opportunity will be able to create Artificial intelligence also creates opportunities for sales reps.
modern experiences their customers expect. For the first time, Here are three ways in which sales reps can leverage AI to close
businesses have access to the analytics, computing power and data more deals:
that will transform how they approach their customer relationships.
AI will help discover critical insights about customers and their • Data is automatically captured, enabling reps to focus on
preferences, predict the best actions to move relationships forward, the most valuable leads first.
and recommend and automate actions to increase sales productivity.
• Predictive sales help reps capture new opportunities and
So, what does AI for CRM look like? Imagine being able to capture forecast potential sales.
real-time signals, wherever they occur — from a customer’s support
request to a prospect’s tweet. Now, imagine being able to analyse • Digital assistants will analyse relevant news about each
every data point pulled from your CRM to create a complete view for prospect and customer.
each customer. Integrating AI and CRM essentially allows for automated
customer reports, efficient data capture, and even a prediction of
future customer behaviour. It’s a whole new way of connecting to your
customers and prospects, with intelligence powering a new era of
customer success.
Customer Relations Management
Now that your CRM system and strategy are in place, it’s time to see the
up this point nicely. Metrics should be visible to everyone, and Define Your Vision
this means creating dashboards for all levels of the organisation,
Define Your Strategy
from sales reps and managers, to the executive team.
Define Your Business Objectives
TOOLTO
TOOLTO has a diverse range of customers -
from insurers and banks to car hire firms and
fleet management companies- so when they were Salesforce gives us the agility to innovate
looking for a tool to help them keep the customer faster and scale quickly as we break into new
at the heart of their operations, they turned to territories and new markets.
Salesforce to help them do it. NUNO SOBRAL
TOOLTO CEO
With innovative technology and augmented reality, Salesforce has
helped TOOLTO stay customer-orientated whilst providing them
with the scalability to grow.
Salesforce is the world’s Generate leads, drive sales, Discover many useful Find some inspiration by
No.1 Customer Relationship increase customer satisfaction resources with guides on just exploring how Salesforce
Management (CRM) solution and innovate as you grow. about everything you need helped other businesses just
for small businesses. It’s to help your business grow. like yours to grow and succeed.
cloud-based and easy to use,
making it an ideal solution
for growing businesses.