Salesforce [NYSE:CRM]: Enhanced Customer Experience, Delivered
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Salesforce [NYSE:CRM]: Enhanced Customer Experience, Delivered

Marc Benioff, Chairman & CEO, SalesforceMarc Benioff, Chairman & CEO
The physical and digital worlds are getting closer and the consumer is in control. Shoppers now expect the ability to access the products they want, whenever and wherever they want them. The employees expect relevant information at their finger tips in order to provide best in class service. The winners in this connected retail world are the customer companies. They put the customer at the heart of their business, and drive innovation and agility to respond to changing needs and remain relevant. The connected customer expects a retailer to know their clients and make it easy for them. San Francisco, CA, based Salesforce (NYSE: CRM) makes revolutionary business applications, served from the cloud, designed to help clients generate leads, get new customers, close deals faster, and sell, service, and market smarter—that engages the shopper with the right message at the right time via their preferred channel of communication. “Retailers need to modernize and move to the cloud. They should adopt new technologies and rip the old systems off to connect with their customers efficiently,” begins Marc Benioff, CEO, Salesforce.

As a company that was born in the cloud, Salesforce provides retailers with a platform for innovation, the tools to add a layer of agility to legacy applications and the framework for increasing the speed of development. Salesforce’s CRM cloud software focuses on a retailer’s number one priority— creating a satisfactory customer experience that will delight the current clients and help acquire new ones more quickly. “Our platform addresses all the customer interface concerns, from sales and marketing to customer service, streamlining the retail chain,” asserts Benioff.

All Salesforce products run entirely in the cloud so there are no expensive setup costs, no maintenance, and the users can work from any device with an internet connection – smartphone, tablet or laptop. They offer a wide range of products that help in constructing enhanced customer relationships.

Retailers need to modernize and move to the cloud. They should adopt new technologies and rip the old systems off to connect with their customers efficiently


Their product portfolio includes Sales Cloud, Service Cloud, Marketing Cloud, Desk.com, Pardot, Community Cloud, Analytics Cloud, App Cloud, Chatter, Force.com, and Heroku.

Salesforce’s Sales Cloud offers an Omni-channel communication methodology through proper content and opportunity management that helps in providing a complete view of the potential customers. Further, the customers can get all the details on their team’s deals – stage, products, competition, quotes, and more. The product aids in acquiring more leads, making smarter decisions on investments, and empowering the consumers partner network.

For instance, Gaysorn Shopping Centre was Bangkok’s first luxury shopping mall when it ope ned in 2002. It attracts ultra-luxury brands like Louis Vuitton, Dior and Burberry, and the clientele that can afford their products. To reach out to this highly select clientele, the Gaysorn Shopping Centre team sought a proven platform to connect with its customers in a whole new way. It chose Sales Cloud. Since implementing Salesforce.com in late 2012, Gaysorn has been able to capture customer information in a single view, from multiple touch points. Armed with this information, it is moving towards its long-term goal of truly being able to shape customer behaviors and record greater sales.

In the years ahead, Salesforce will focus on the Internet of Things (IoT) as it is set to revolutionize business – and in particular, the relationship between organizations and their customers. And like the Internet, it will create huge opportunities for companies ready to exploit it. Networking giant Cisco predicts that the opportunity represented by the Internet of Things will be worth $14.4 trillion for companies and industries worldwide in the next decade. More specifically, this represents an opportunity to increase global corporate profits by about 21 percent.