Salesforce.com provides Customer Relationship Management and Cloud Computing solution with the help of Software as a Service(Saas) model. As per my analysis, the top 5 Salesforce application in 2008 are:
- Sales Force Automation System (SFA): This is a CRM system that records different stages of Sales Process. The system includes a Contact Management system that tracks all contacts that has been made with a given customer, the purpose of the contact, and any follow up that might be required. SFA also comprises Sales Lead Tracking System, Sales Forecasting, Order Management and Product Knowledge.
- Force.com is a platform and Bcan be called as a “platform as a service”. This is the initiative of Salesforce in the arena of Cloud Computing. The parts of the platform include: Force.com Development-as-a-Service includes new Force.com IDE, Force.com Metadata API, Force.com Code Share, and Force.com Sandbox. It lets you build any application, any database, any logic—and run it all on demand on salesforce.com’s secure infrastructure.
- AppExchange is a directory of applications built for Salesforce by third-party developers which users can purchase and add to their Salesforce environment. Companies can visit the AppExchange to choose from hundreds of on-demand applications. These application includes CRM function in addition to Human Resources, Financial and Administrative Services etc.
- Customer Relationship Management Analytics is the collection and analysis of information relevant to customers, manufacturers, partners or organizations. It incorporates data mining and analytical processing with business intelligence principles that allows users to determine customer behavior and industry trends. It allows users to analyze on demand CRM data with the help of sifferent reports that is available as a package or custom one.
- Service & support for Call Center: This solution gives the users different functionalities that like more customer visibility, keep track of service performance, simplicity for use for the new user. It includes Agent Console, Reports and Dashboard, Knowledgebase, Email Management, workflow Escalation etc.
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