Salesforce Explained: Maximizing ROI with Salesforce

Introduction

• Presenter: Brian Tong
• Focus: Understanding and maximizing ROI (Return on Investment) with Salesforce CRM.

Key Concepts

• CRM (Customer Relationship Management): Integral for managing a company's interactions with current and potential customers.

• ROI (Return on Investment): Measures the profitability of an investment. Calculated as:

  ROI = (Net Income - Initial Investment Cost) / Initial Investment Cost * 100

Common Challenges in Companies

• Many companies rely on fragmented systems, leading to:
  • High costs
  • Team silos
  • Stalled growth
  • Inefficient processes
• Average enterprise uses 976 applications, causing communication breakdowns.

Benefits of Connected Systems

• Simplifying Tech Stack: Can lower annual spend by 20%.
• Salesforce Customer 360: Breaks down silos, connects teams and data on one platform.
• Companies investing in technology during downturns grow faster.

Salesforce Customer 360 Advantages

• Shared View of Customer Data: Helps teams collaborate effectively.
• Automation and Intelligence:
  • Automate manual tasks
  • AI assists in decision-making
• Real-Time Data: Provides timely and accurate data for making informed decisions.

Impact on Business Productivity

• Marketing:
  • Automation and AI boost conversion rates
  • 28% improvement in marketing ROI
• Sales:
  • AI helps focus on leads likely to convert
  • 29% increase in revenue
• Support:
  • Single view streamlines customer service
  • 27% decrease in support costs
• IT:
  • 25% lower costs due to automation
  • Faster insights with real-time data

Overall Business Impact

• Increase in productivity and collaboration across departments
• 32% increase in customer satisfaction
• 30% increase in customer retention
• 98% of businesses exceed ROI goals with Customer 360

Getting Started

• Salesforce Easy: Free trial available for sales, service, and marketing tools.
• Trailhead: Offers hands-on learning for Salesforce.

Conclusion

• Encouragement to explore Salesforce tools for enhanced ROI.
• Reminder to subscribe for more insights on Salesforce and technology.