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Salesforce Admin CRM Notes

The document provides an overview of Customer Relationship Management (CRM), highlighting its definition, key functions, and importance for businesses. It discusses the scope of CRM, including areas such as sales force automation and marketing automation, as well as the benefits it offers like enhanced customer satisfaction and increased sales. Additionally, it introduces On-Demand CRM, emphasizing its cloud-based nature and features such as accessibility and subscription-based pricing, with Salesforce as a notable example.

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Raj Verma
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26 views2 pages

Salesforce Admin CRM Notes

The document provides an overview of Customer Relationship Management (CRM), highlighting its definition, key functions, and importance for businesses. It discusses the scope of CRM, including areas such as sales force automation and marketing automation, as well as the benefits it offers like enhanced customer satisfaction and increased sales. Additionally, it introduces On-Demand CRM, emphasizing its cloud-based nature and features such as accessibility and subscription-based pricing, with Salesforce as a notable example.

Uploaded by

Raj Verma
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Salesforce Admin Fundamentals – CRM

Overview
🔹 1. What is CRM?

CRM stands for Customer Relationship Management. It is a strategy and technology used by
businesses to manage interactions with current and potential customers. The primary goal
is to improve business relationships, streamline processes, and increase profitability.

 ✅ Key Functions of CRM:


 • Centralizes customer data
 • Manages sales pipeline
 • Supports marketing campaigns
 • Enhances customer service
 • Provides analytics and insights

🔹 2. CRM Scope

The scope of CRM goes beyond just maintaining customer records. It includes automation,
reporting, and integration with various business systems.

 ✅ Areas Covered:
 • Sales Force Automation (SFA)
 • Marketing Automation
 • Customer Service & Support
 • Contact Management
 • Lead & Opportunity Management
 • Workflow Automation
 • Integration with third-party apps

🔹 3. Importance of CRM

CRM is essential for any organization that wants to build strong customer relationships and
improve profitability.

 ✅ Key Benefits:
 • Enhanced Customer Satisfaction
 • Increased Sales and Revenue
 • Better Data Management
 • Improved Customer Retention
 • Targeted Marketing Efforts
 • Performance Tracking and Reporting

🔹 4. Introduction to On-Demand CRM

On-Demand CRM (also called Cloud-based CRM or SaaS CRM) refers to CRM solutions that
are hosted in the cloud and accessed via the internet.

 ✅ Features of On-Demand CRM:


 • No software installation required
 • Automatic updates and maintenance
 • Accessible from anywhere, any device
 • Subscription-based pricing (pay-as-you-go)
 • Scalability and flexibility

✅ Example: Salesforce is a leading On-Demand CRM platform.

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