Salesforce updates: CRM, certification, training, pricing

What’s in our Salesforce CRM hub? A friendly logo for The Salesforce updates hub

Salesforce CRM

Launched in 1999 and now a public company, Salesforce is a big US cloud computing player with its fingers in a number of pies: it’s main product is its customer relationship management (CRM) platform – also known as Salesforce.com or SFDC – which includes Sales Cloud, Service Cloud, Data Cloud, Marketing Cloud, Community Cloud, Analytics Cloud and App Cloud. The firm also offers consulting, deployment and training services.

More than 70% of Fortune 500 companies use Salesforce CRM, and the company enjoys around 18.4% market share in the CRM sector.

As with most large IT providers, there are a confusing amount of names for things across all products. Here’s a few of the more prominent offerings [or a more complete list].

Sales Cloud refers to the “sales” module of Salesforce.com. It’s is a specialised business development database tool for managing sales leads, contacts and quotes etc. The guiding idea is to enable more selling and less admin.

Data.com sells B2B contacts and company information – more info.

Chatter is an internal social network tool with features akin to Facebook’s Messenger or Google Hangouts – more details.

Service Cloud includes all the Sales Cloud tools, with added functionality on top, designed for customer service staff like those working in call centres.

App Cloud
A set of app-building and management tools, including Force.com and Lightning.

Marketing Cloud offers a range of tools covering email, web and mobile marketing, digital advertising, marketing automation and social media. More info.

Work.com is a performance management HR tool, designed for motivating and organising sales teams.

Salesforce updates: What’s the latest


JUNE 2016 – Major acquisition

In the largest ever acquisition in the marketing technology industry, Salesforce purchased ecommerce platform Demandware, effectively kickstarting the formation of a commerce cloud to complement its sales and marketing clouds – TFM.

The Demandware logo

Demandware brings with it hundreds of clients including Marks & Spencer – Adexchanger.


JANUARY 2016 – Product launch Salesforce has taken another step towards converging development environments by launching its new Heroku Enterprise edition as part of App Cloud – Fortune

“For the past few years, Salesforce has engaged in an interesting balancing act. It’s been pushing its Force.com development platform for companies building one set of applications—typically those used by employees—and another, Heroku, for external applications. And then it added Lightning, a new set of tools for building modern applications, to the mix.” – Barb Darrow

 


AUGUST 2015 – Product launch Salesforce Lightning Experience is launched as a revamp of its CRM user interface, unifying the experience across multiple platforms – press release


MAY 2015 – Market share analysis
Gartner finds that as the worldwide CRM market grows, Salesforce accelerates its lead – now at 18.4% market share – Forbes

Salesforce certification: Cost, how to check

A map of the Salesforce Certified areas

Salesforce runs separate certification programmes for administrators, developers, Sales Cloud or Service Cloud implementation experts and technical architects – find out more via the official page. Run Consultants have written a short guide to the different tracks.

 

If you’re looking to verify somebody’s certification, you can search for them.

Salesforce training and tutorials

Naturally, Salesforce itself offers training, or there are a number of independent providers such as Simplilearn.

The cost of UK-based official Salesforce training starts at £400 for specific one day courses. Registration for exams starts at USD $200.

For total beginners, here’s a lengthy, well-researched albeit low audio quality video:

Salesforce’s own YouTube channel has an extensive playlist dedicated to How-To content.

Dreamforce, the official Salesforce developer’s conference, has a YouTube channel stuffed with lengthy tutorials and talks, covering many bases.

There are 74 full-length seminar videos in this playlist aimed at more advanced Salesforce developers, apparently drawn from the Salesforce University course for the 501 certification exam.

The RainForce blog features a lot of tutorials and has a Twitter feed stuffed with Salesforce updates.

Here’s a quick video showing how CRM works for small businesses:

Salesforce pricing: How much is it?

A picture of some Euros

Salesforce’s official pricing chart starts from £17 p/user p/month for “basic sales & marketing” for up to five users.

Having interviewed several CIOs, Computing.co.uk’s article on Salesforce pricing recommends being strategic about purchases, lest you end up feeling ripped of.

Top50report coverDownload the Top 50 Benchmarking Report

The Top 50 Benchmarking Report - Insight and interviews with leaders from the Top 50 Companies for Customer Service. This exclusive report summarises the key findings from the 2016 Top 50 programme, along with exclusive interviews with three of the top performers. Download now for free  
Thomas Quillfeldt

Thomas Quillfeldt

Editor, Callcentre.co.uk

Thomas Quillfeldt is a writer for UBM covering customer technology across Technology for Marketing, eCommerce Insights and Callcentre.co.uk. In another universe, he enthuses about music and video games. Oh, and it's "Tom".

January 29, 2016

Topics:

Get the Call Centre newsletter

The latest call centre Insights
  • This field is for validation purposes and should be left unchanged.

Download

Creating the Digital Contact Centre – overcoming digital customer engagement challenges [Download]

Topics: