Salesforce for beginners – Salesforce encyclopedia (M-P)

M as marketing automation

What does marketing dream about daily? About sending out newsletters, creating campaigns, and measuring the results of these activities? It’s not difficult to guess that. Of course, marketing also dreams about creating a base of potential customers (ideally those who are of a HOT prospect) that is compliant with the GDPR. However, above all, marketing dreams about tools that would make all of this possible, or even simpler, and more user-friendly.

Salesforce makes marketing dreams come true both in the area of B2B (business-to-business) and B2C (business-to-consumer). Pardot is the Salesforce tool ideal for marketing. Marketing Cloud is a Salesforce tool perfect for B2C marketing since this type of marketing requires more advanced possibilities.What are the differences between these tools? To put it simply, they differ in the channels they support, the scale of operation, the number, range, and type of functionalities. This results from the difference in the number of recipients of the activities carried out by means of both tools. Marketing Cloud allows managing activities typical, for example, for the e-commerce industry, on a much bigger scale.

Going back to sending out a newsletter, in other words, marketing everyday life – at Craftware, we also have a newsletter! I brag about it because I take care of it, prepare it, and send it from Salesforce Pardot! If you aren’t among my readers yet, check out this link. Click and subscribe – we meet once a month!

N as need

Do you know salesforce.com? Enter this website. In the top menu, you can find the Products tab. After clicking it, a new window opens, and you can find the By need list here. The list starts from Customer 360, then you can find Sales, Service, Marketing, and Commerce. When you click See all products, See all industries, and expand the list, you can see the next areas.

Salesforce aims to meet each customer’s business need regardless of the area or industry. It offers both ready-made, out-of-the-box products and the possibility to implement solutions tailored to a specific customer. Those ready-made, flagship Salesforce products mainly apply to the CRM area including Sales Cloud, Marketing Cloud, and Service Cloud. The Salesforce Platform is accountable for specific needs to which there isn’t a ready-made solution. On this platform, you can build any solution resembling a prescription medicine 🙂 You can find the Platform entry in the further part of the text.

O as omnichannel

The customer is taken care of. Though it’s a very popular phrase, I’m not a fan of it (same as some linguists who doubt its correctness). Regardless of whether this phrase is correct or not, it perfectly captures the essence of the omnichannel approach to customer service. It aims to provide a seamless customer experience 🙂

Omnichannel is a service model that enables you to build a positive customer experience during any stage of the customer’s contact with a company, regardless of the channel. The way to do so is to create a positive work environment for consultants and provide them with an appropriate customer view. How can the Salesforce Platform help with this? It offers a tool such as Omnichannel, available in Service Cloud. You can find details in the following article: How to implement Omnichannel?.

P as Platform

What do you associate the term platform with? More with a drilling platform or fashionable platform shoes? 🙂 For me, it is something very vast, giving many possibilities for exploration and development. And that’s exactly what the Salesforce Platform is. If you decide to rely your business on Salesforce technology, you can find out how the no-limits motto works in practice. It works!

What is it about? Assume that you are looking for a solution to support a specific area of your business, for example, sales. You choose Sales Cloud from the out-of-the-box Salesforce solutions (according to Gartner Magic Quadrant, it’s a number one cloud-based tool among sales solutions). However, your needs can be unique. We don’t know what they are. You know best. They are unique to such an extent that the implementation of a ready-made product from the Salesforce portfolio wouldn’t make any sense – it wouldn’t meet your needs. Does it mean that Salesforce is not for you? Nothing like that! Then, from a vendor (in other words, from us, we hope :)), you order a specific application to be made according to your needs and we build it for you – on the Salesforce Platform.

Both the first (that is, the choice of a ready-made product) and the second option (that is, a custom-made product) mean the beginning of your journey with Salesforce. From now on, depending on the increase of your business needs, you can add as many solutions as you want to the tool built on the Salesforce Platform. You can add (or create) them independently or use the AppExchange store. Where’s the end of the journey? It is where your business needs end. And they… never end.

Is Salesforce still on your mind? 🙂 Is there any entry, term, name, or something connected with Salesforce that has been on your mind for a long time, and you want to find out more about it? Write to me.