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What is Salesforce CRM? - CRM Benefits, Uses, and More


What is Salesforce CRM? Why Salesforce CRM platform is so popular? This and many other questions on the Salesforce CRM tool shall be answered in today's ultimate guide to the Salesforce CRM platform.

Salesforce for CRM has become much more popular and widely used today. 23% of business organizations across the world are taking benefits from it to manage various business operations. Still, some organizations and business owners do not know much about Salesforce and today we have brought this blog just for them so that they can know the essentials to get started with the Salesforce CRM system.

What is Salesforce CRM?

In this section, we shall see what is Salesforce CRM. Earlier Salesforce was marketed as a simple CRM or customer relationship management software. It was just introduced to provide business operation streamlining facilities to business organizations so that businesses can easily manage their sales and marketing operations and empower their sales team. Salesforce was the first company that introduce web-based software that can be accessed over the Internet by business organizations.

The Salesforce CRM meaning has changed a lot since its inception, and the way it's processed, in a few years, there shall be a lot of different understandings of what is CRM in Salesforce.

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Salesforce CRM System- List of Products

Here is a list of the types of Salesforce CRM tool that you must know about:

  • Sales Cloud: Salesforce sales cloud offers faster and smarter ways to connect with customers and to generate leads, and opportunities, access accounts, and contacts in a faster way.
  • Service Cloud: Salesforce service cloud helps employers to connect with customers at any time anywhere whether may be a call center, service delivery, customer support, or IT helpdesk.
  • Marketing Cloud: Nowadays, marketing is being done one by one and even marketing automation can be easily done by the Salesforce Marketing Cloud.
  • Community Cloud: With the help of a community cloud, you can re-imagine employee engagement, customers, and partners. The customizable web portal of Salesforce supports sales, marketing, and service data.
  • App Cloud: Users can build apps and businesses faster. You can access third-party marketing applications easily through Salesforce. You can access Microsoft applications, Gmail, and many more similar software apps through Salesforce.
  • IoT Cloud: Are you planning to use IoT apps? If you need a platform to support smart devices like equipment that can be deployed to a customer site and can connect to a centralized hub that can help you in managing reports and business then Salesforce is the best for you.

Most of the time if people are offering Salesforce service and talking about its applications then they are trying to talk about Sales Cloud CRM.

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What Does the Salesforce CRM Tool Do?

Now you may think about what Salesforce CRM platform does and for what purpose it is used. You may be surprised by the fact that you can use Salesforce almost for all business operations and satisfy the needs of your customers. You can see below-listed uses of Salesforce while serving your customers:

  • Campaign Tracking: Users can track marketing campaigns with the Salesforce CRM tool and, in this way, you can keep track of leads and know the exact source of leads and the result of your marketing campaign. You can even track the leads that are generated from your pay-per-click advertising campaigns or any event webinar or conference. A Salesperson can even report on ROI and help in doubling your investment.
  • Lead Capturing: You can easily get connected to your lead through the source of lead generation. Through this feature, new leads will flow automatically without any manual involvement. Common lead sources are website chats, inbound calls, text messages, webinars, events, seminars, conferences, etc.
  • Lead Assignment: New leads can be distributed automatically among sales reps and as per the logic that you decide for lead assignment.

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  • Proposal and Quote Generation: You can generate quotes and proposals easily through data that is stored in Salesforce and send the offers and proposals to prospects just through a click of a button. Some add-ons also support the most complex quote-to-cash needs.
  • To Manage Accounts and Contacts: You can store all of the accounts and contacts at a central location through Salesforce, which may be either of your vendors, partners, or any other. Account synchronization can also be done through Salesforce.
  • For Customer Support: You can use Salesforce to resolve any of the customer complaints or queries. If you are into any service company then you can even use the Salesforce service cloud to provide service delivery to your customer or support the customer or service operation.
  • Customer Apps: You can even build customized apps through Salesforce. If no application can fulfill the client’s requirement then the custom app feature of Salesforce helps the business organization in providing. These customized apps live within Salesforce along with its pre-built sales, service, and marketing applications. Salesforce AppExchange is the platform that is provided by Salesforce for customized apps. You can access any of the customized apps through Salesforce AppExchange.

Types of Companies That Use Salesforce CRM Platform

Salesforce CRM tool is used to make or convert organizational operations effectively and efficiently. Many organizational functions are performed by Salesforce. Here, we are going to describe the organizations that use Salesforce for business operations:

  • Sales Organization: SFDC is the application that supports various organizations. It supports the sales organization in functioning smoothly and efficiently. It helps the organization keep track of contacts, opportunities, and leads of partners, competitors, and other users. It can also be integrated with Outlook or Gmail like lost-used applications and manage business operations easily.
  • Customer Support Team: The Salesforce CRM tool also helps organizations keep track of customer issues and complaints and as per escalation rules the issues can be reported to the appropriate team member. In this way, higher customer satisfaction is provided by the organizations to their customers. Even the complaints can be raised to level 2 or further levels if they are not resolved timely and expected manner.
  • Marketing Organizations: SFDC offers the creation and tracking of marketing campaigns in this way so that the team can create, measure success, and implement the marketing campaigns. You can send bulk emails to customers or existing contacts. The direct option to send web-to-lead is available in all of the Salesforce editions except the contact manager and as a result, the sales inquiries can be sent directly to the clients. Every detail of the deal like the detail of the deal, time, support, and marketing requirements is available so it can be tracked timely and the appropriate offers can be sent to the customer.

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Apart from the above-listed organizations, Salesforce can be used by almost any type of organization. It is typically used by Sales reps or sales managers. It is empowering many of the big and popular business organizations all around the world. Small, medium, or large any size of the organization is using Salesforce anyhow for many of its business needs. Even various departments of business organizations are using it in various ways to satisfy their goal and for optimal performance.

We can even divide the types of organizations like For-profit or Non-profit organizations along with some NGOs. These organizations have various types of day-to-day operations. They can support and fulfill customer requirements and provide customer-centric services. The following list of organizations using Salesforce for their business operations:

Profit Organizations

Non-Profit Organizations

  • ADP

  • Cisco Networks

  • Google

  • Coca-Cola

  • Philips

  • TOMS Shoes

  • American Express

  • Virgin America

  • Western Union

  • Susan G. Komen


  • Kiva


  • Harvard Business

  • QLife

  • Columbia Business School

  • Teach for America

What Makes the Salesforce CRM Platform a Leading CRM?

Salesforce CRM tool stands out as a leading platform in the CRM landscape for several reasons. Many times when people ask what is CRM, you would find them naming Salesforce CRM as one of the prominent examples.

1. Integrated Cloud-Based Solution

Salesforce is a full-featured cloud CRM software, that integrates business operations in marketing, commerce, sales, as well as a service. This integration provides an overview of every customer, resulting in better-quality customer relations.

2. Customer 360

Customer 360 is the core of the range of products offered by Salesforce CRM system,  integrating data from different channels. By adopting such an integrated strategy, all the teams, including those of sales, service, marketing, commerce, and IT will have access to the same up-to-date information about customers.

3. Artificial Intelligence Integration

AI is integrated across all Salesforce products with significant gains in productivity and customized experiences that customers truly value. Its AI integration encompasses an array of functionalities from automation to intelligent analytics and prediction services.

4. Enhanced Team Collaboration

Teamwork becomes easier with better communication and task automation through Salesforce. The platform allows teams to work together more cohesively, either via a dedicated Customer 360 app or other apps in a single context.

5. Data-Driven Decision Making

Salesforce CRM platform uses tools such as Tableau Analytics which provide automated notifications and user-friendly dashboards for data analytics. This makes it possible for companies to track important trends that they rely on to make decisions based on fresh figures.

6. Customized Solutions for Every Business

At every level of the customer journey, starting from lead generation and ending up with client loyalty, Salesforce provides a full range of products. These solutions are made in such a way that they work smoothly on a single platform regardless of the size or industry of a business.

7. Global Adoption and Success Stories

Nearly 156,000 companies, from small to multi-national, have boosted their revenues using the Salesforce CRM platform. This shows how this is widely used in different business settings, which reflects the platform’s efficiency and flexibility.


Read More: Learn how businesses are using Salesforce to boost their sales pipeline

8. Commitment to Positive Change

Salesforce is more than a business application, it is a catalyst of change. The company has always strived to achieve corporate social responsibility and to make a difference in the lives of people and our planet as part of its mission to assist businesses to thrive and serve a good social cause.

The Future Scope of Salesforce CRM

The Future Scope of Salesforce CRM


The future scope of Salesforce is tremendous, and with these many customers, the demand for their jobs is never going to die down. Even in entry-level Salesforce positions, you can expect to witness a good level of boostups.

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Final Words:

So, we can say that the features and functions offered by Salesforce are not limited in any way. It keeps on updating its application based on customer feedback and the latest technological trends. Salesforce AppExchange offers third-party apps that are used to make business operations smoother and more efficient. Here we have listed only a few ones and can add many more, but will leave it like this for now.

With this blog, you must have a deep understanding of the concept of what is CRM in Salesforce and for what purposes it can be used. Now, this is your turn to take leverage of the Salesforce CRM benefits to manage your business operations and maximize the benefits for your organization. By knowing what Salesforce CRM is in detail, you can optimize your revenue channels by using the various functionalities of this CRM software system 


Q1. What is CRM?

Answer: Customer relationship management (CRM) is simply a technology used in managing all your company’s relationships and communications with customers, and prospects. Any CRM aims at improving business relations as a whole.

Q2. What is Salesforce CRM?

Answer: Salesforce CRM is a cloud-based software platform that helps businesses manage customer interaction and sales processes efficiently and optimize marketing campaigns. This acts as a central point where one can store and share customer data, automate sales activities, follow up leads, and analyze the business performance.

Q3. How is Salesforce CRM beneficial to businesses?

Answer: This implies that salesforce CRM has several advantages to business. For instance, it improves customer relations, simplifies sales processes, enforces marketing campaigns, enhances productivity, and provides better data management. It helps businesses understand customers’ needs, customize engagements, and use information to drive growth and prosperity.

Q4. Can Salesforce CRM work for small businesses?

Answer: Yes, Salesforce CRM is appropriate for businesses of all sizes including small businesses. It provides scalable solutions that are tailored to the peculiar needs and budgetary limitations of small-scale entities. Salesforce also offers a variety of pricing and editions, which are designed to suit businesses of all sizes.

Q5. Is it possible to seamlessly integrate the Salesforce CRM software system with other business systems?

Answer: Salesforce CRM can also be easily integrated with different business systems including email clients, marketing automation tools, accounting software, and customer support platforms. Such integration ensures seamless data sharing, process automation, as well as an all-inclusive perspective on customer dealings across the various departments.

Q6. Is Salesforce CRM secure?

Answer: Yes, Salesforce CRM is very secure. It follows industry-leading standards for security and uses strict methods to secure the client data. Salesforce includes role-based access controls, data encryption, two-factor authentication, and frequent security audits to enhance data safety from unauthorized people.

Q7. Is it possible to access Salesforce CRM from mobile devices?

Answer: Absolutely! Through mobile applications for iOS and Android devices, Salesforce CRM enables users to access their CRM data at any given time. The mobile app enables users to access customer information, sales opportunities, and collaboration tools in real-time from any location, allowing them to remain connected and productive on the go.

Q8. What kind of analytics and reporting does the Salesforce CRM offer?

Answer: Yes, the Salesforce CRM provides effective analysis and reporting. The users can also create custom reports, dashboards, and charts for sales performance, marketing campaign tracking, and customer behavior insights. Such analytics tools help businesses in decision-making based on data and find the weak points.

Q9. Do you think Salesforce CRM can automate sales procedures?

Answer: Absolutely! Automation features such as workflow rules, email templates, and approval processes are provided by Salesforce CRM to ease the sales processes. It automates some activities, such as assigning leads, doing follow-ups, and lead tracking, leaving the sales teams to concentrate on nurturing relationships and closing sales.

Q10. Can Salesforce CRM handle customer support management?

Answer: Yes, Salesforce CRM is indeed a comprehensive tool for managing customer support and service. It comprises case management, a knowledge base, customer portals, and SLAs. The elements allow businesses to offer quick and tailored support to their customers making the clients’ experience satisfactory.

Q11. Is it possible to customize Salesforce CRM for unique business needs?

Answer: Yes, Salesforce CRM is very much customizable. It offers a variety of customization tools such as custom fields, page layouts, workflows, and validation rules. Moreover, businesses can design and deploy specific applications in the Salesforce platform that are meant to address specific business requirements and industry needs.

Q12. Are there training and support services for Salesforce CRM?

Answer: Yes, Salesforce CRM provides an array of training and support options. Online training modules, user guides, and a vibrant user community of experts are there to help users get started. Salesforce also provides different support channels such as phone, email, and live chat where users can seek any technical and functional queries. You can get going on the Salesforce career path

Q13. Can Salesforce CRM be used for marketing automation?

Answer: Absolutely! The salesforce CRM has a strong marketing automation feature that can be accessed from the Marketing Cloud. This provides companies the ability to develop and execute individualized marketing campaigns, oversee leads, monitor campaign efficiency, and maintain customer relations. Salesforce CRM integrates with Marketing Cloud to ensure continuous data flow, and hence better marketing effectiveness.

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