Salesforce
is everywhere.
But what the heck is it?
What's up, everybody?
I'm Brian Tong,
your guide
to all things Salesforce.
And this is Salesforce Explained.
It's the series
where an actual human, yes,
that would be me, answers
all your burning
Salesforce questions,
so all that tech jargon,
yeah, we're going to like,
throw that out the window.
Or at the very least,
just clearly define it for you.
Now, each week
I'm breaking down the fundamentals
of Salesforce and technology.
So make sure to subscribe
to the Salesforce Channel
and turn on those notifications
so you never miss an episode.
All right.
So today's topic is a frequently
asked question.
What is Salesforce?
What is Salesforce used for?
What is CRM
and how does it work?
Well, you know,
I wouldn't be doing my job
if I didn't give you those answers.
And maybe you've heard Salesforce
co-CEO Marc Benioff speak.
You might also recognize
the cloud logo
or the cute, friendly
characters like Astro
or the very big and very tall
headquarters in San Francisco.
Fun fact: it glows at night.
But because Salesforce does
so many things, we're always asked,
what does Salesforce actually do?
So let's break this down
in the simplest way possible.
Salesforce makes a software
that gives companies
a complete view of their customers
so they can build
deeper relationships.
Now, remember this thing?
Like,
this is how people and businesses
used to store important
contact information.
I've been told
they call it a Rolodex.
Now, it made it super easy to flip
to the contact that you need.
Just flip it around.
Then you dial them up.
You give them a little old
ring on the old landline.
But most of the relationships
were kept up here
with no way to share it.
Hey, the
1960s called
and they want the Rolodex back.
But today there's even more to know
about your customers and a lot more
you can do with that information.
So just like Beyonce,
let me upgrade ya...
Oh, oh.
Okay.
I'm going to get back
to what we were talking about.
Let's say you're running
a shoe company
and you've got a customer, Amelia.
You can know all kinds of things
about her,
like her purchase history,
she PR’d her half marathon
in those road shoes,
when and why
she called customer service,
because of that one time,
her package never arrived
(woops), that she attended
the in-store event last month,
and her running posture
is way better
since that form clinic,
that she subscribes your email
so that she can see
the latest
running news and race updates
and her browsing habits
on your website.
But knowing all this information
about your customer is called
Customer Relationship Management
or CRM, for short.
And Salesforce is the software
that allows you to see all that
and manage
your customers in one place.
And you're going to hear
that acronym
CRM a few times here...
still with me?
Yes?
Okay, good.
So let's get to part two.
What is Salesforce used for?
Simple.
Use it to really wow
your customers.
CRM software enables
a full view of your customers
so that you can provide
better experiences and build
stronger relationships with them.
Think about it like rolling out
the red carpet.
You know,
many companies, big and small,
it doesn't matter the size.
They're frustrated or overwhelmed
by their customer data.
And a lot of times that data isn't
easy to understand or use
because the data doesn't
tell a story of who their customer
is or what they want.
Okay, let's remember
Amelia for a second.
Hey, Amelia.
Now, when we don't know things
about her, like how long
she had to wait for her
new shoes to arrive,
and we send her more emails
about those same shoes.
Well, Amelia
doesn't like that very much.
Salesforce helps
you keep Amelia happy.
It lets you see a view
of your customers
anywhere
they come into contact
with your brand
and how all
those experiences are connected.
It's kind of like
you've got Amelia here
at the center of your business
and then you can just draw
a circle around her,
connecting all her experiences
with your brand.
And boom, you just drew yourself
a 360 degree
view of your customer’s experience.
How about a
customer 360?
Yeah,
I said it like that for a reason.
And what is Customer 360?
Wow.
You know,
you all have a lot
of great questions today.
Like, keep them coming.
Well, we call our technology
Salesforce Customer 360 because
it's a collection of powerful apps
that put your customers
at the heart of your business.
Now we'll be doing a deep
dive on Customer
360 in an upcoming episode
of Salesforce Explained.
So make sure to subscribe,
turn on those notifications
because trust me,
you do not want to miss that one.
So let's get back to it.
If providing customers
with a genuine personalized
experience is the
wow of Salesforce,
then breaking down silos,
connecting your company
and its data is the how.
And let's really look into that
for a minute because, yes,
the magic of Salesforce are those
wow worthy moments.
But if we don't understand
how that's actually done,
then I haven't done my job
to make your job easier.
So let's go back to the example
with our friend Amelia.
You know, I feel like
we're kind of getting pretty close
now, Amelia.
But it's not just you
who knows all this stuff
about her now.
It's everyone on your team.
So with customer 360,
everyone at your company
can access the information
that they need
to do their best work,
and they can collaborate and align
with teammates much more easily.
So when you have
this whole holistic view
of how
she's engaging with your company,
what she's buying,
if she's reading your
marketing emails,
what trouble areas
she's run into in the past,
your company can do
more of the stuff
that Amelia really likes
and your customer service reps
can resolve her
issues more quickly.
Your marketing team can send her
the info she needs
when she needs it
and not when she doesn't.
Your sales team
can sell her more
of her favorite products.
And there you go.
Suddenly your entire company
can create personalized experiences
all built around her preferences
so much more easily.
So, hey, let's do a quick
30 second recap.
All right. Go ahead.
Start the clock now.
Salesforce is a company
that makes cloud
based software
designed to help businesses wow
customers and build
lasting relationships.
Customer Relationship Management.
Remember? Now Salesforce
connects your teams and data
so you can work better together.
Customer 360
is our complete
portfolio of products,
and it unites our sales,
service, marketing, commerce
and IT teams with a single shared
view of customer information.
Your business uses
a single customer 360 app
or a combination of many.
Either way, Customer 360 helps
you grow relationships
with customers and employees alike.
Whew!
Did I make it?
I made it?
You know how we do.
All right, so you think we’d
be done right?
No, we're not.
We could not do a whole video
about what is Salesforce
without talking about
the most important thing.
Values, you see.
Salesforce believes business
is the greatest platform for change
and wants to work
with other companies
to make that statement a reality
in every way possible.
And that's
not just some fancy talk here.
Salesforce has these
five core values
and is committed
to living them out.
Trust,
customer success,
innovation,
equality
and sustainability.
Now one way they do that
is through the one, one one model.
This represents a commitment
of giving 1% of Salesforce equity,
1% of our product,
and 1% of employees’
time back to the community.
So with this model,
Salesforce has donated
more than half a billion dollars
in grants, 3.5
million hours of community service,
and provided product donations
for more than 39,000 nonprofits
and education institutions
since they started.
So, you know,
that's just like a little window
into the heart
and soul of Salesforce.
And I know
I'm throwing a lot out at you,
but when I said that,
I would answer the question,
What is Salesforce?
You know that
I had to give you the full picture.
And if you're asking,
where can I learn
more about Salesforce?
Hey, we got you covered
with lots and lots of resources.
For example, our free streaming
service, Salesforce Plus
and our free online education
platform, Trailhead.
Oh, you know,
I might be biased here,
but don't
forget about
one of the best resources,
this YouTube series right here.
So be sure to like, subscribe
and turn on your notifications
so you never miss an episode
of Salesforce Explained.
If you have more questions, hey,
drop the question
in the comments below
and you never know.
Your question
might appear on the next episode.
So take care everybody
and we'll see you next time.