Managing Organization And Leading People Essay

Managing Organization and Leading People Essay
Task 1: ORGANIZATION AND LEADERSHIP ANALYSIS
Assessment Code: C200/BIP Task1
Student Name: xxxx
Student ID: xxxxx
Date: October 30th 2014
Student Mentor Name: xxxx
Task 1: ORGANIZATION AND LEADERSHIP ANALYSIS 0 Organization Overview 2
Organization Description 3 Leadership Practices 4 Relationship between Leadership and
Organizational Culture 7 SWOT Analysis 8 Organizational Strength 8 Organizational Weaknesses 9
Organizational Opportunities 10 Organizational Threats 10 Leadership Evaluation 11 Leadership
Strengths 11 Leadership Weaknesses 13 Recommendations for Leadership Development 14
Organization Overview
Organizational overview provides a framework of the organization. It would ideally be a ... Show
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With numerous rewards and recognition under its label, it is now one of the most chosen CRM
option in cloud computing. All the initiatives undertaken by it are sustainable, so the impact is
hugely reduced on the planet as a whole.
For conducting my analysis, I have chosen Mark Benioff, the CEO of Salesforce.com. I have chosen
the company as my subject and the leader, as they have carved a niche for themselves in the field of
CRM activities in cloud computing, and it is extremely inspirational to learn from the leadership
style portrayed by Mr. Smith in the organization (Baek, S., Kim, K., & Altmann, J. 2014).
Organization Description
Salesforce.com was formed fifteen years ago with the vision of revolutionizing the entire concept of
CRM in the cloud computing system. It leads to the development of a new philanthropic model for
all the others to follow, and it was only achieved by the wholehearted dedication and sincerity of its
employee force, which have over the years formed a pillar of strength for the company. The
stakeholders and the customers have all shown their immense support in the system, and it is
because of their faith in the system, today it is known as the leading enterprise in the cloud–
computing ecosystem. Industries and companies can now get connected to their consumers in a
whole new way by the use of the latest innovations in mobile technology, cloud
... Get more on HelpWriting.net ...

Business Analysis : Consumerization Type Technologies (...
As the phenomenon of consumerization continues to become more pervasive across enterprises,
CIOs must think differently about the technologies they use and how those technologies enhance the
end–user experience, while also balancing the supportability and security of the IT environment.
Technologies must not hinder employee productivity, and yet must protect enterprise data and the
firm's intellectual property. Consumerization has also forced CIOs to make significant changes in
policies, security, and infrastructure. Additionally, CIOs must consider the end–user's use of the
technology, and consider their need to access data and applications while in the field. With this in
mind, CIOs are turning to cloud and virtualization technologies to provide the ultimate in flexibility
and choice, while maintaining security. Infrastructure decisions related to consumerization are
becoming increasingly difficult as there are few vendors that provide a complete stack of services
that are integrated across the CIO's need for security, support, functionality, and management of the
environment. What makes this even more difficult is the fact that there is very little standardization
across consumerization–type technologies (Harteveld, 2012). This leads to a varied "stack" of
technologies that CIOs must knit together seamlessly to provide a functional and secure user
experience that does not hinder the users' productivity. From an architectural perspective, in order to
support

My Wonderful Opportunity At The Department Of Computer...
ACKNOWLEDGEMENT I would like to thank Mr. Kishore Bopardikar (Founder and Chairman)
and Mr. Charles Marston (Founder and Chairman) for giving me this wonderful opportunity to be a
part of Calypso. It was a great experience to be working with such greatly skilled individuals. I
would also like to thank my supervisor Mr. Phil Cullen for constantly guiding me and building
confidence in me. Under his supervision, I think I have learnt as much as possible. I would like to
thank my sub–supervisor Mr. Glenn Stoller and the team members for their patience and also
creating a great work environment. I would like to thank the Department of Computer Science for
letting me pursue this internship. COMPANY INTRODUCTION Calypso is the leading provider of
front–to–back technology solutions for the financial markets. With 17 years of experience delivering
cross–asset solutions for trading, processing, risk management and accounting, Calypso focusses its
resources on customer problems, bringing simplicity to the most complex business challenges.
Calypso provides customers with a single platform designed from outside to enable consolidation,
innovation and growth. Calypso provides innovative solutions to complex markets. Calypso's cross
asset front–to–back architecture was conceived and built from inception as a single platform. It is an
idea platform for systems consolidation, simplification and growth. Customers can reduce the total
number of systems in use,

Salesforce.com Organizational Analysis
Salesforce.com Organizational Analysis Introduction Salesforce.com (NYSE:CRM) is the global
leader of cloud–based Customer Relationship Management (CRM) applications and platforms, and
operates in over 70 nations. Salesforce ended its latest fiscal quarter on April 30, 2013, attaining
$892M in revenues and earning –$67.7M in Net Income (Salesforce Investor Relations, 2013). The
company is also highly recognized for successfully integrating a wide variety of social media
application feeds into their enterprise–class CRM systems, creating an entirely new category of
customer relationship platforms called Social CRM or SCRM (Salesforce Investor Relations, 2013).
All Salesforce.com applications and platforms are delivered over the Internet using cloud computing
technology at the foundational level with applications often configured using Software–as–a–
Service (SaaS). This has provided Salesforce.com with several significant competitive advantages
against on–premise enterprise software vendors including a completely different pricing model
where customers only pay for the segment of the applications they use. Salesfroce.com customers
often pay for their application sue out of the operating expense (OPEX) budgets, which individual
line–of–business managers often have direct control over. This flexibility in spending options, along
with speed of implementation, has earned Salesforce.com global market share leadership as shown
in Figure 1. Figure 1: Worldwide CRM Software

Application Pricing, Enterprise Selection Of Base Vs...
For Siebel CRM Application pricing, enterprise selection of base vs industry specific drives the
pricing of the application & support features. For Siebel sales, the base module of CRM Base is the
public sector module plus the Siebel CRM Sales would cost, the base price of 3750 (Public sector) +
550 (Sales) = $4300 / license in addition of 825 + 77 = 902 for support totaling to $ 5202 / user
lifetime.
For Salesforce – Sales cloud – Enterprise edition for real time users with $125/user/month =
$1500/user/yr. and 5 license with unlimited edition at $250/user/month = $3000/user/yr. for
development licenses. Multiplying the numbers by 50 = 39000/yr. for users, $15000/yr. for
developer/admin team.
TCO Components Siebel CRM Salesforce.com Enterprise Edition / 1Yr Salesforce.com Enterprise
Edition / 5 Yr Salesforce.com Enterprise Edition / 10 Yr
Number of Users 50 50 50 50
Application Tools + Server $100,000 $15,000 $60,000 $150,000
Public Sector Base(For Siebel) + Sales module $215,000 / lifetime $75,000.00 $375,000 $750,000
Support/Upgrade fee $25,000.00 $0.00 $0.00 $0.00
Implementation cost $600,000.00 $20,000.00 $20,000.00 $20,000.00
Deployment time 180 days 15 days 15 days 15 days
Hardware Investment $100,000,00 $0.00 $0.00 $0.00
Training cost $15,000.00 $5,000.00 $5,000.00 $5,000.00
Totals($) $1,055,000.00 $115,000 $460,000.00 $925,000.00
Cost (%) 100% 10.9% 43.6% 87.6%
Table 4.2 Comparison of TCO (Total Cost of Ownership)
(Source: Siebel and Salesforce.com websites)

Case Study Of A Look At Algoworks
Algoworks is a Noida based, IT consulting and Services Company that offers services in the area of
customer relationship management solutions, mobility solutions, enterprise content management
solutions and software product development globally.
Since 2006, Algoworks Technologies has been a trusted partner for many organizations across the
globe. Algoworks provides effective and flexible software solutions that match demands of startups
to fortune 500 companies.
Services
Product Engineering – Algoworks works with a wide range of companies, including start–ups
willing to bring new solutions to the market, mid–size to established organizations seeking to stay
ahead with new and enhanced offerings, and technology conglomerates looking to enhance ... Show
Salesforce Integration with QuickBooks Application
Algoworks helped its client to develop Solutions on Salesforce that would help its customers to
integrate existing QuickBooks Desktop and Cloud application within Salesforce.
2. Salesforce Integration with Sage 300 ERP for On Demand Wealth Management Product
Algoworks helped its client to develop solutions on Salesforce that would help its customers to
provide accounting solutions within Sage 300 ERP and Salesforce.
Devising Inbound Marketing strategy for

Salesforce Executive Summary
Salesforce.com Inc. is the market leader with18.6% market share for CRM; its flagship product is a
customer relationship management (CRM) that only delivered as software–as–a–service or cloud
computing model, so the customers do not need to purchase, install, update or maintain exclusive
hardware and software. Salesforce CRM fulfill the diversity of its customer demands by helping
companies with global customer communication. Its main competitors are SAP Business ByDesign
and SAP Sales On Demand, Oracle CRM on Demand, Oracle RightNow, Microsoft Dynamics
CRM, NetSuite CRM+, SugarCRM. A recent Gartner 's Magic Quadrant study shows that
"Salesforce dominates the worldwide CRM market with 18.6% market share, and 28.2% revenue
growth from 2013 to 2014. SAP has the second–largest market share with 12.1%, attaining 7.2%
growth. Oracle has 9.2% market share and just 2.6% growth. Microsoft has 6.2% market share and
21.7 growth (Columbus, 2015)." Firstly, one of Salesforce CRM strengths is pricing. The price of a
Salesforce CRM license starts as low as $25 per user per month for any small business owners, and
as high as $250 per user per month with the unlimited edition for large organizations. There are four
options for its users: $25 for SalesforceIQ, $65 for Professional, $125 for Enterprise, and $250 for
Unlimited Editions per user, per month. Thus, almost every business owner can afford Salesforce
CRM no matter the size or type of the business ("Sales Force Automation and

Proposal to Stanford University: Integrating Social Media...
Proposal to Stanford UniversityIntegrating Social Media Into Graduate Programs Social Media: The
New learning Platform of Choice for Students The Conversation Prism shows the proliferation of
social networking platforms Proposed Social Network Technologies Salesforce.com Chatter
Combines conversation aspects of Twitter and personalization of Facebook Enables more interaction
than Twitter or Facebook alone (Bernoff, Li, 2008) Can be customized to each student's learning
needs Scaffolding or individual learning programs possible (Najjar, 2008) Available on tablets,
mobile devices, and PCs Free for universities through special programs with Salesforce.com
Proposed Social Network Technologies Expand blogging into the Graduate School of Business
Stanford is a major supported of Edublogs in undergraduate courses Needs to bring Edublogs to the
graduate level for greater use in individualized learning programs and scaffolding (Najjar, 2008)
Enables greater interaction and discussion between students Creates a greater sense of autonomy,
mastery and purpose (all key factors in long–term learning) Enables a platform for video production
on the part of students' projects (Bernoff, Li, 2008) Proposed Social Network Technologies
Characteristic Salesforce.com Chatter Edublogs Ability to interact in real–time across a variety of
devices Very high supported across a number of mobile platforms Limited meant more as a
publishing platform Security

Swot Management : Siebel And Salesforce Applications
Account management: Siebel and Salesforce applications offer account management with basic
features such as create, edit, delete and query based on different criteria. The base account
information consists of the company details like the name, website, type of business, revenue,
billing address, employees, etc. The account has sub–sub view to maintain the links between
different entities like contacts that represent the account, activities that are performed for the account
records, sales performed for the accounts, account audit history information, sub accounts
relationship, data filtered with respect to the partners. Also the account management offers territory
management and partner management. Partner management to create, maintain, organize partners
with accounts or enterprises. This allows to share goals, objectives, and activities in a secure fashion
between partners to look at live data and progress on each entities. This helps to collaborate and
work together for enterprises with their partners.
Lead management: As explained above on the sales process, leads are captured during the campaign
phase for an enterprise. Every lead is then entered into the system as a contact. A lead is a potential
deal that is at the initial stage, where the sales team work with the individual leads to find interest on
the selling products to convert the lead to an opportunity. A deal is a potential revenue opportunity
that has been qualified and is in the sales pipeline. Both

Key Cost For Application Brings From The Business Perspective
points to drive their interests and implementations.
The first step of comparison is to find out overall cost for application brings from the business
perspective. Followed by functionality comparison, it aims to examine how selected applications
fulfill a set of common CRM functional requirements identified for enterprises. The third step aims
to examine the technical aspects of the selected products such as customization, hardware, security,
accessibility, integration, and control. Based on analysis of each modules and features, a scoring
model will be applied and the final section would summarize the comparison results.
4.4.1 Business value comparison
This section is to perform a comparison on the business values in terms of Total ... Show more
content on Helpwriting.net ...
For Siebel CRM Application pricing, enterprise selection of base vs industry specific drives the
pricing of the application & support features. For Siebel sales, the base module of CRM Base is the
public sector module plus the Siebel CRM Sales would cost, the base price of 3750 (Public sector) +
550 (Sales) = $4300 / license in addition of 825 + 77 = 902 for support totaling to $ 5202 / user
lifetime.
For Salesforce – Sales cloud – Enterprise edition for real time users with $125/user/month =
$1500/user/yr. and 5 license with unlimited edition at $250/user/month = $3000/user/yr. for
development licenses. Multiplying the numbers by 50 = 39000/yr. for users, $15000/yr. for
developer/admin team.
TCO Components Siebel CRM Salesforce.com Enterprise Edition / 1Yr Salesforce.com Enterprise
Edition / 5 Yr Salesforce.com Enterprise Edition / 10 Yr
Number of Users 50 50 50 50
Application Tools + Server $100,000 $15,000 $60,000 $150,000
Public Sector Base(For Siebel) + Sales module $215,000 / lifetime $75,000.00 $375,000 $750,000
Support/Upgrade fee $25,000.00 $0.00 $0.00 $0.00
Implementation cost $600,000.00 $20,000.00 $20,000.00 $20,000.00
Deployment time 180 days 15 days 15 days 15 days
Hardware Investment $100,000,00 $0.00 $0.00 $0.00
Training cost $15,000.00 $5,000.00 $5,000.00 $5,000.00
Totals($) $1,055,000.00 $115,000 $460,000.00 $925,000.00
Cost (%) 100% 10.9% 43.6% 87.6%

Table 4.2 Comparison of TCO (Total Cost of Ownership)
(Source: Siebel and

Using Siebel Web Template Files Which Can Be Customized
designed on VisualForce pages which can be customized and Siebel is designed using Siebel Web
Template files which can be customized as well. Business process flow – This implies to customize
the features, naming conventions, links, entities, custome objects, calculation fields, joins, tabs,
controllers, workflows, triggers to support the business needs. Salesforce.com's development is
performed on the web browser and changes reflect immediately on the server where as in Siebel,
development is performed on Siebel Tools where all the above can be developed with lot of
additional features. Once the development is complete, the code is to be compiled and deployed on
the server which is a time consuming effort. Automation process – automating a feature like send
email or create child records/follow–up records or change statuses using triggers, workflow
processes, runtime events. Both the applications support this need with Siebel offering more ways
for automation flexibility. Integrate solutions – Integration with other applications can be performed
in several ways using web services, queuing systems, accessing external databases, connecting
through business layers, etc. Salesforce can be connected using web services alone and not any other
medium, and would require 3rd party app in case needed. Whereas Siebel can integrate with any
middleware solution and internal legacy applications. As a whole, there are several differences
found in Customization section comparing the

Research Paper On Salesforce CRM
White Paper Salesforce CRM November 2015 Table of Contents Abstract 1 1. Overview of
Salesforce CRM 1 2. Salesforce – Multitenant Architecture 3 3. Sales Force Dot Com (SFDC) –
MVC 3 3.1 How is it different from traditional software? 4 4. Benefits of Salesforce CRM 4 4.1
Automation 4 4.2 Migration 4 4.3 Integration 4 4.4 Security 4 4.5 Reports & Dashboards 4 4.6
Chatter 5 4.7 Salesforce1 5 5. Conclusion/Summing Up/In Summary 4 6. References 5 7. About the
Authors 5 Abstract Salesforce is a cloud computing technology providing on demand CRM
worldwide. CRM is a model used to manage organization interactions like phone calls, Emails,
Meetings and Social media with customers and prospects penetrating ... Show more content on
Helpwriting.net ...
5. In Summary Salesforce is the primary enterprise offering within the Salesforce1 Platform, and
provides organizations with an interface for case management and task management, and a system
for automatically routing and escalating important events. The Salesforce customer portal provides
customers the ability to track their own cases, includes a social networking plug–in that enables the
user to join the conversation about their company on social networking websites, provides analytical
tools and other services including email alert, chat, Google search, and access to customers'
entitlement and contracts. 6. How will your use case bring value to IGATE business/vertical IGATE
can recommend and provide consultation services to implement salesforce to the customer(s) using
any other CRM systems as its a cloud based system which will reduce the maintanence hurdles.
Also it provides the most important features of business viz in–built reporting tools, dashboards,
ticketing tool all in one utility and with more user friendly experience with simple UI. It is basically
a one stop for all the reporting and delivery measurement

Case Study On Salesforce
ABOUT THE COMPANY
Salesforce Inc. is a global cloud based computing company. Its headquarters based in San Francisco,
California. It is best known for its customer relationship management (CRM) product which
simplified the work of the sales team. It has also expanded into various commercial applications of
social networking through various acquisitions. Presently it is one of American's largest cloud
computing companies with a market capitalization of $40 billion.
The company was founded in 1999 by former Oracle executive Marc Benioff, Parker Harris, Dave
Moellenhoff, and Frank Dominguez as a company specializing in software as a service (SaaS).
Harris, Moellenhoff and Dominguez, three software developers previously at consulting firm Left
Coast Software, were introduced to Benioff through friend and former Oracle colleague Bobby
Yazdani. Harris and team wrote the initial sales automation software, ... Show more content on
Helpwriting.net ...
With Heroku Connect your employees can gain insights into customer behaviour and respond to
customer issues and track product performance with data created in Heroku and synced with
Salesforce.
Services
Salesforce.com through its unique sales apps and platforms puts the customers into the shoes of
success. With experts, training, and consulting teams at service they take pride in the customer's
success.
Support Services Salesforce.com's top priority is customer success. It includes various plans from
which the customer can select which is right for his/her company. All the plans are designed in such
a way so as to accelerate user adoption and increase productivity. Every customer gets a Standard
Success Plan for online support and training from the co. Customers who have taken advantage of
these success plans were able to achieve 80% higher return on their initial Salesforce

Marc Benioff Research Paper
Marc Russell Benioff (born September, 25, 1964) is a notable entrepreneur, author and
philanthropist. He is best noted as the founder, chairman and CEO of Salesforce, an internet–based
company that "sought to solve ....inefficiencies in the software industry" (Benioff & Adler, 2010, p.
xii). Many have regarded Benioff as the leader of "The End of Software" because his business
delivers immediate benefits at reduced risks and costs. Marc was raised in a Jewish San Francisco
family. He graduated from Burlingame High School in 1982, and sold his first application, How to
Juggle, for $75 (Benioff & Adler, 2010). By age 16, Benioff was earning royalties of $1,500 a
month after he founded Liberty Software, created and sold games for the Atari 8–bit computer and
published a series of books. The royalties earned were enough to pay for college as he received a
Bachelor of Science in Business Administration from the University of Southern California in 1986
(Benioff & Adler, 2010, p. xix). ... Show more content on Helpwriting.net ...
It was during this internship, he was inspired by the company and its co–founder, Steve Jobs, until
Steve was fired and his enjoyment evaporated (Benioff and Adler, 2010, p. xx). After college,
Benioff aspired to pursue programming further. However, the path was detoured after his professors
advised him to obtain a "customer–oriented work experience", which prompted him to secure a
customer service role at Oracle Corporation for 13 years after graduation (Benioff & Adler, 2010).
While there, he held various positions to become the company's youngest person to be promoted to
vice

What issues and challenges is the use of social network...
Social enterprise seeks to change three dimensions of firms: involvement, transparency, and velocity
of change. The idea is to use social networking platforms, including Facebook, Twitter, LinkedIn, as
well as blogs, collaboration environments, and YouTube, to tighten the communication links among
consumers, employees, and suppliers and thereby increase their emotional involvement in the firm
and the creation of value. In short, everyone involved in value creation within a firm will be more
tightly connected to others. Customers will provide feedback on products and services on a social
network, and these comments will be read by employees and managers. These are the very people
who can make changes to products and improve on them, ... Show more content on Helpwriting.net
...
C om: t he e merging s o C ial e nterprise 2 continued SUMMARY Salesforce.com is the leading
provider of enterprise cloud–computing applications with 2011 revenues of $1.6 billion. It provides
a comprehensive customer and collaboration relationship management, or CRM, service to
businesses of all sizes and industries worldwide and a technology platform for customers and
developers to build and run business applications. Recently they have made a number of
acquisitions of social technology firms and now offer cloud–based social enterprise services to their
primary customers such as Toyota, Gatorade, and Groupon. Salesforce is building private social
networks for large corporations and their customers. In addition, Salesforce.com is attempting to
transform itself into a social enterprise. Comcast (the second largest cable television network
operator in the United States) has also begun to use social platforms like Twitter to respond to
customers, a first step in the process of becoming a social enterprise. CASE Social enterprise (also
"social business") refers to efforts by business firms to integrate social media and social computing
tools into their enterprises. The hope is that new social tools and technologies will more closely
integrate the firm with its customers, suppliers, and employees, resulting in greater productivity,
stronger brands, more innovation, and faster time to market. Today many firms are rushing to
implement social

Organization Description Of The Cloud Computing System
Organization Description
Salesforce.com was formed fifteen years ago with the vision of revolutionizing the entire concept of
CRM, in the cloud computing system. It lead to the development of a new philanthropic model for
all others to follow, and it was only achieved by the wholehearted dedication and sincerity of its
employee force as such, who have over the years formed a pillar of strength for the company. The
stakeholders and the customers have all shown their immense support in the system, and it is
because of their faith in the system, that today it is known as the leading enterprise in the cloud–
computing ecosystem. Industries and consumers all across can now get connected to their
consumers in a whole new way by the use of the ... Show more content on Helpwriting.net ...
Leadership Practices
Salesforce.com has not only succeeded in becoming the leading enterprise in cloud computing and
CRM activities, but it has also been seen as an organization that has produced leaders in the past.
The company is thriving under the guidance and leadership of some of the brightest minds and most
experienced executives in business over the years. We have taken the example of Mr. Mark Benioff
who is the chief executive officer of the organization and studied his leadership style in an attempt
to understand and learn from him the kind of leadership qualities he projected and how exactly his
leadership has contributes to the overall success of the business over the years. One of the key
person who pioneered the process of cloud computing, and founded the company in 1999 with a
mission to create an on–demand, information management service aimed to replace the traditional
enterprise software technology (Denning, 2011). Under his leadership, salesforce.com has grown
from just a groundbreaking idea to one of the fastest growing top ten software companies in the
world and one of the largest customer relationship management (CRM) company.
From Mark Benioff it can be learnt that he portrays a situational leadership style where he is skilled
to share the vision, motivating the employees, and mentoring individual. He has exhibited
situational leadership style, and this can be justified from the

Measuring Instruments, Empirical Data And The Technical...
4.5 Result interpretation As part of the empirical study, we started off with deciding the research
methodology, measuring instruments, empirical data for the products chosen to compare, followed
by the comparisons on business values, functionalities and the technical aspects of the CRM
products along with the approaches with an opinion on each topic during comparisons. This section
is dedicated to interpret the results for the 2 products Siebel and Salesforce.com. From a business
perspective, there exists a significant difference exists between two CRM applications – Siebel and
Salesforce.com in terms of Total Cost of Ownership (TCO). As shown in table 5.4.1, our analysis is
based on 50 users using both ASP products equates to saving of ... Show more content on
Helpwriting.net ...
Salesforce.com offers force.com as a platform as a service where any enterprise can customize the
application in their own fashion, the development times and costs would increase to suit their
business needs. Siebel CRM started out their first product on Sales force automation and has
pioneered the features it offers, and call center or customer service the most popular module. Siebel
offers customized products for all industries like Consumer goods, Healthcare, Financial, Insurance,
Automotive and several others as documented on the ASP's website. The comparison results for the
functional requirements for CRM products will be scored According to the scoring range values as
1= Not Available/unknown; 2= slightly support; 3=support; 4= strongly support/ extra capabilities
CRM functionality Siebel Salesforce.com Sales Functions Contact Management 4 4 Account
Management 4 4 Lead Management 4 4 Opportunity Management 4 4 Territory Management 4 4
Sales Forecasting and report 4 4 Sub Total (Percentage) 24 24 Marketing Functions Campaign
Management 4 4 Direct Mail Management 3 3 Email Management 4 3 Content Management 3 3
Sub Total (Percentage) 14 13 Customer Service functions Customer Dashboard 4 4 Customer
Management 4 4 CTI 3 3 Household Management 4 3 Workflow Management 4 3 Sub Total
(Percentage) 19 17 Grand Total 57 54 Table 4.4: The result of functionality comparison.

Salesforce.com : Evangelist Of No Software
Salesforce.com – Evangelist of NO SOFTWARE
"History", "Current Situation" and "Global footprint": Salesforce.com –
CEO Marc Benioff founded Salesforce.com. Originally Salesforce.com's goal was to provide
customer relationship management (CRM) software that was delivered over the Internet (cloud
computing), and clients would no longer need to purchase servers, network infrastructure, install
software. All they would need is an internet connection in a web browser. Back in 1999 when
Salesforce.com was founded, it was a pretty radical departure from the traditional client –server
model. Especially from business software to delivery model, commonly known as software services
and part of cloud computing, for which Salesforce is widely recognized as an Industry leader.
Salesforce started as a CRM company and evolved into much more over time. A CRM system is
used to manage organizations interactions like phone calls, emails, meetings and even social media,
both with customers and prospects. The focus of these interactions often includes, but is not limited
to sales, marketing, and support. When a sales rep closes a deal or a support agent receives a call,
these are the types of activities that you would expect to record in CRM software. The goals of
CRM implementations may vary depending on the organizations, but there are few common themes;
increased sales, increased communication, especially among different departments, decrease
operating costs and streamlining business

Business Case Study : Business Case
Marketing business casee140
Patricia wilson, bus 132a spring 16
Name: business case #13 salesforce.com
Executive summary
Salesforce.com was envisioned by benioff, he was seeking new methods to help companies
accomplish greater sales efficiency on demand. Salesforce.com was established by marc benioff in
1999 and is headquartered in san francisco, ca. Salesforce.com is a provider of cloud computing
application software as a service; with its primary focus on customer relationship management or
crm support both large and small businesses. The company offers easy–to–use and intuitive platform
which enables clients to share their sales, support, and marketing information on demand.
Salesforce.com gathers and manages information about existing and prospective customers leading
to greater selling productivity. This allows clients to connect and engage customers, to sell and
service with ease, and collaborate with its customers. The products offered by salesforce.com are
subscription based and are accessed online with nothing to install or buy; making it a seamless
process for clients can get up and running quickly and inexpensively. Since the companies start,
salesforce has expanded from its core services to a complete suite portfolio that puts every aspect of
selling and sales management online in the cloud. The company's seven core service offerings
include:
Sales cloud
Sales cloud
Salesforce
Data.com
Service cloud
Service cloud
Desk.com
Marketing cloud
Marketing cloud

Marketing Analysis Of Siebel And Salesforce
4.4.2.2 Marketing functions
Both Siebel and Salesforce offer a fully integrated CRM products to support marketing functions
like campaign management, circulate proposals, content management, email integration, automating
circulars, reporting and analysis, response tracking. The Sales and the marketing functions work
closely from campaigning, capturing leads, turning to opportunities and then finally to accounts.
Each steps offer management activities to each individual entities to optimize the process, improve
efficiency and stream line the process to improve sales and market to the right customer segment.
With evolving technology, ASP vendors offer various integration solutions for marketing teams to
reach customers online, offline, mobile, mail and other channels. The Marketing module allows to
create, update, and manage effective online campaigns, flexibility to integrate with 3rd party
softwares for marketing solutions. With this module, the sales and marketing teams work together to
capture, create and qualify leads, support sales team with sales process by offering leads, and exhibit
the marketing accountability based on the leads created.
4.4.2.3 Customer service functions
Both applications offer a wide range of customer service functions. Most of the large enterprises
hold customer service centers to support customers through online or through call centers. As the
services are more customer centric, and support customers in terms of tracking all interactions with
the

Salesforce Essay
READ THE BELOW CASE
SALESF0RCE.COM:
SOFTWARE–AS–A–SERVICE GOES MAINSTREAM
Salesforce.com has been considered one of the most disruptive technology companies of the past
few years and is credited with single–handedly shaking up the software industry with its innovative
business model and resounding success. This company provides CRM solutions in the form of
'software–as–a–service' leased over the Internet, as opposed to software bought and installed on
machines locally. It was founded in 1999 by former Oracle executive Marc Benioff, and has since
grown to 2,600 employees and earned $748 million in revenue in 2007.
Salesforce.com has over 43,000 corporate customers and well over 1 million subscribers.
Salesforce.com attributes its ... Show more content on Helpwriting.net ...
However, it's still too soon to tell whether this prediction will turn out to be true. Salesforce faces
significant challenges as it continues to grow and refine its business.
The first challenge comes from increased competition, both from traditional industry leaders and
new challengers hoping to replicate Salesforce's success. Microsoft, SAP, and Oracle have rolled out
subscription–based versions of their CRM products in response to Salesforce. Smaller competitors
like NetSuite also have made some inroads against Salesforce's market share.
Analysts predict that Microsoft has a chance to compete with Salesforce by developing merely an
acceptable on–demand CRM product, because of the average customer's already–established
familiarity with Microsoft applications. Also, Microsoft plans to offer their product at half the price
of Salesforce.com, using a tactic they have employed with great effect in other marketplaces to
pressure their competitors. Salesforce.com still has plenty of catching up to do to reach the size and
market share of their larger competitors. As of 2007, SAP's CRM market share was 25.7 percent,
compared to only 7 percent for Salesforce.com. IBM's customer base includes 9,000 software
companies that run their applications on their software and that are likelier to choose a solution
offered by IBM over Salesforce.com.
Another challenge for Salesforce.com is to expand its business model into other

Role Of Cloud Accounting Information System
The development of technology in recent years has created a lot of positive impacts in people's life.
Governments all over the world have been investing in order to be innovative to be able to step
forward to the future. Cloud computing is one of the most important technology that has been used
widespread all over the world. This essay will address the role of cloud accounting information
system and its advantages as well as disadvantages. Firstly, it is necessary to clearly explain the
definition of cloud computing. Cloud computing is a delivery service model with five essential
characteristics of cloud computing which includes: on–demand self service, broad network access,
resource pooling, rapid elasticity and measured service. It is also a general term for anything that
includes conveying facilitated administrations over the Internet. These administrations are
extensively separated into three classifications: Infrastructure–as–a–Service (Iaas), Platform–as–a–
Service (Paas) and Software–as–a–Service (Saas). Cloud computing was named motivated by the
cloud image that is frequently used over the Internet through diagrams or flowcharts. Input data is
analysed, collected and stored in one big online server which an authorized particular person can get
access to. Margaret Rouse (December 2010). Moreover, four deployment models that have been
used to deliver cloud services are private, public, community and hybrid. Private cloud is used by
single organization to be able to

Cloud Computing And Its Impact On Business Technology
Though the actual history of cloud computing is not that old (the first business and consumer cloud
computing services websites – salesforce.com and Google, were launched in 1999), its story is tied
directly to the development of the Internet and business technology, since cloud computing is the
solution to the problem of how the Internet can help improve business technology. Business
technology has a long and fascinating history, one that is almost as long as business itself, but the
developments that most directly influenced the history of cloud computing start with the emergence
of computers as providers of real business solutions. Cloud computing had the right environment to
take off, as multi–tenant architectures, highly prevalent high–speed bandwidth and universal
software interoperability standards were developed in this time. Salesforce.com debuted in 1999 and
was the first site to deliver business applications from a 'normal' website – what is now called cloud
computing. In 2006, Amazon expanded its cloud services. First was its Elastic Compute cloud
(EC2), which allowed people to access computers and run their own applications on them, all on the
cloud. Then they brought out Simple Storage Service (S3). This introduced the pay–as–you–go
model to both users and the industry as a whole, and it has basically become standard practice now.
Salesforce.com then launched force.com in 2007. This platform as a service (PaaS) let companies'
developers build, store and

Business Analysis : Cloud Computing Company
Executive Summary
As a consultants of Lambton College in Toronto, we made some researches on Salesforce.com.
Salesforce.com is a cloud computing company which serves customer resource management
products, training and consulting services. However, we are looking to move from using Excel to
tracking student data to a Customer Resource Management. Where we are looking for
Salesforce.com to compare it with its competitors. We will also provide some insights, comparisons
with competitors, merits and demerits of Salesforce.com. We would like to investigate how it is
really important to our college. How it is making difference with Excel on service basis analysis. We
will also provide stats and graphs for Salesforce and their competitors. We ... Show more content on
Helpwriting.net ...
Which may contain their emergency contact details, Student data and personal information. The
information should be stored very confidentially in the college database and servers to protect
student's privacy. This is also helpful to maintain track record of individual students. Which is easy
to organise and maintain scheduling notifications from college.
What is Salesforce.com?
Salesforce is the world's first and most popular Customer relationship management (CRM) system.
It's a cloud computing company headquartered in San Francisco, California. Salesforce CRM
provides a complete solution for powering innovations in sales, service, marketing, community,
analytics, apps, and more. Salesforce, a global leader in CRM, defined the era of cloud computing,
and inspired a new philanthropic model for all. Industries and companies of all sizes can connect to
the customers in a whole new way using the latest innovations in mobile, social, and cloud
technology to connect with their customers like never before.
The three basic competitors for the sales force to be working in the Customer Relationship
Management (CRM).
Decision Criteria for Comparison
Salesforce is by far the largest and most widely–known CRM. There are many great things which
we have to keep in mind to make a comparison:
1. Ease of Use – Ease of Use – It makes sense that one of the absolute most vital components of any
administration is its convenience, this is especially genuine

Comparative Analysis of Salesforce.com and Oracle Corporation
Comparative Analysis of Salesforce.com and Oracle Corporation Introduction Enterprise software is
in the midst of a series of disruptive innovations that are fundamentally changing the economics of
how software is purchased, customized and used by organizations globally today. The dynamics
defined by Dr. Clayton Christensen in The Innovator's Dilemma are in full force in enterprise
software, completely re–ordering the economic, legal, social and political factors of the industry.
These same dynamics are fundamentally redefining how enterprise companies respond as well.
Salesforce.com is a company which has been able to make full advantage of the creative destruction
in The Innovator's Dilemma, while Oracle is constrained in the traditional enterprise software model
of relying on maintenance revenue. These two companies anchor the continuum of competition that
The Innovator's Dilemma defines and together serve as the foundation of this analysis. Analysis of
Salesforce.com versus Oracle: A Study of Extremes Both Salesforce.com (NYSE: CRM) and Oracle
(NASDAQ: ORCL) are publically held, which makes researching the specifics of their business
models, strategies and operations possible given their filings with the Securities and Exchange
Commission (SEC) and extensive reporting each do in their annual reports. As both are competing
in the enterprise software market, they have comparable frameworks, systems, strategies and
processes in place for managing risks while making

Certified Salesforce Administrator And Force.com Developer...
Summary:
 Certified Salesforce Administrator and Force.com Developer with 8+ years of IT experience,
which includes Salesforce application development and Salesforce Administration for 3000+ users
in an enterprise sized company.
 Good Understanding of salesforce.com, Sales Cloud, Service Cloud, AppExchange and
Salesforce Communities.
 Interface with vendor partner's and Designed, Develop, maintain perform processes and
implemented systems in Salesforce to support automation for CRM, SaaS operations, IT, and
customer support processes.
 Experience in Change Management, Application Lifecycle Management using Sandboxes
Environments.
 Hands on Experience in Data Management, Data Security, Data Modeling, Workflow
Automation, Formulas & Validations, Chatter.
 Sound knowledge on Visual Force Pages, Apex Triggers, Apex Classes, Batch Apex, HTML and
JavaScript, SOQL, SOSL, Process Builder, Workflow, Visual Workflow and Approval Process,
Reporting and Dashboards to support process automation.
 Supported projects and initiatives like Data migrations, business process implementations, and
Automations. With strong administration and support expertise in Salesforce.com, including
Security.
 Involved in Data Migration by using Data loader, Workbench and Command Line Data Loader.
Technologies:
Operating Systems: Windows 7/ Vista/ XP /Linux – Red Hat 6.2
Databases: Microsoft SQL Server, MS Access
Salesforce.com Technologies Apex Language, Apex Classes, Apex Triggers, SOQL,

Analysis Of Com 's ' Nyse : Crm ) Earnings Report Essay
Ahead of salesforce.com's (NYSE: CRM ) earnings report, I highlighted three items that investors
interested in the company's story should look for when the earnings results came in. The first was a
potential upward revision in the company's full–year guidance, as sell–side estimates were largely
ahead of the company's own guidance. The next two were operating margin and free cash flow
growth trends.
Did salesforce.com deliver against analyst expectations and the goals that management had laid out
on previous earnings releases and conference calls? Let's find out.
Yet another upward revision salesforce.com had revised its full–year revenue guidance twice since
the initial range was given, but ahead of the report, sell–side analysts were expecting more. The
average estimate (per Yahoo! Finance) for salesforce.com 's full year revenue going in to the report
at $5.34 billion –– the high end of the company 's guidance of $5.3 – $5.34 billion issued last
quarter .
Well, today yet–another (not entirely unexpected) revision came in. salesforce.com is now guiding
for $5.34 to $5.37 billion in sales for the current fiscal year.
This full year bump seems to have been driven by better–than–expected results during the just–
reported fiscal 2015 second quarter. salesforce.com reported $1.32 billion in sales during the quarter,
pushing right past management 's previous guidance of $1.285 – $1.29 billion, and even exceeding
the highest analyst estimate (per Yahoo! Finance) of $1.3

Salesforce. Com: Business Analysis
The internet is a revolutionary invention that changes the way of how to make business and share
information at our fingertips. Internet is a resource that business use with expensive software,
maintenance, upgrades and employee training. Such as in some healthcare care facilities with the
electronic charting use the software Epic. With Epic hospitals are interconnect and keep patient
health information and treatment more easy and accurate. But hospitals have to spend money in
maintenance, upgrades and training employees. Salesforce.com was created in 1999 by Marc
Benioff, with the Customer Relationship Management (CRM). The Salesforce.com was an
innovation of how to use the internet in an easy way and less expensive. (Kohler & Keller, 2016). ...
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No internet connection no service. The service could be lost in case of natural or no natural disaster
such as an extensive hurricane and earthquake disaster or in cyber–attacks and terrorist attack.
One of the goals for large companies is to become a company with global expansion. The world still
exists a lot of countries that do not have the technological and access to the internet for economic or
political reasons. Such as in Africa and Asia continents have lowest internet users. In these
countries, the cloud service is limited because without the internet not service, no service, no
possibility of business expansion to these countries.
Recommendations to Saleforce.com to keep leading the cloud service it is necessary to invest in
researches to create plans to prepare the system to recover from any type of disaster especially in a
large scale. Preventing the customers to loose data and keep safe vital information for the user. The
crime exists in different ways and in the internet environment is not an exception. Unfortunately, on
the internet always exist a risk that vital information could be stolen. It is a why Salesforce.com
needs to keep control and monitor the service protecting against any cyber–attack and defense the
system with investment in researches to prevent it. It is recommended to keep a safe imagine to their

Salesforce Case Study: Cloud Services Go Mainstream
INFO 1400 Developing a Web Site Privacy Policy Dirt Bikes's management wants to make sure it
has policies and g p procedures in place to protect the privacy of visitors to its Web site. You have
been asked to develop Dirt Bikes's Web site privacy policy. The TRUSTe Web it t URL Th TRUST
W b site at www.truste.org h M d l P i t t has Model Privacy Disclosures in its Privacy Resources
that you can download and review to help you draft Dirt Bikes's privacy policy. You can also
examine specific companies' privacy policies by companies searching for Web site privacy policies
on Yahoo!, Google or another search engine. Prepare a report for management that addresses the
following g g issues shown on the following slides: Koffka Khan ... Show more content on
Helpwriting.net ...
While P3P works only on sites that support it, it is capable of giving site visitors more control over
the use of their personal information information. Giving site visitors such control will certainly
enable some people who have privacy concerns to explore DB's site and perhaps become a DB
purchaser. DB management must realize that it has to have a long range perspective on its success
because DB's bike must be of high quality and last for years, and must draw customers back to
purchase again after a number of years, and it must also inspire them to help promote DB's bikes to
family friends and DB s family, acquaintances. 1–5 1–6 Running Case Solution 5. Should Dirt Bikes
adopt an "opt–in" or "opt–out" model of informed consent? 6. Running Case Solution Include in
your report a draft privacy statement for the Dirt Bikes Web site. You can use the TRUSTe model
privacy statement as a guideline if you wish. Obviously the "opt–in" approach puts more power in
the hands of site visitors and therefore does not enable DB to collect as much information. DB
would have to make the choice between collecting more information and having some visitors not
being happy with the policy choice, or collecting less information but leaving more of its visitors
happ to ha e been there isitors happy have there. 1–7 The TRUSTe Web site (http://www.truste.org/)
is a good place to obtain information and a model privacy statement. Th privacy statements th i f ti d
d l i t

How Salesforce.com is Revolutionizing CRM
How Salesforce.com is Revolutionizing CRM
Introduction
Salesforce.com (NYSE:CRM) is the world leader in Customer Relationship Management (CRM)
software specifically designed for small and medium businesses, enterprises and government
organizations. Salesforce.com was the first enterprise software company to break the $1B barrier of
CRM sales on the cloud computing platform (Salesforce Investor Relations). It is also the first
company to successfully orchestrate complex product and services strategies entirely on the Internet.
This company's ability to orchestrate connectivity, cloud integration, enterprise storage and
enterprise–wide applications is revolutionizing the economics of cloud computing today
(Hedgebeth, 49). The strategic direction of the company is to expand quickly off of its sales base of
applications, into customer service and support (Salesforce Investor Relations). As research studies
from Gartner have shown, the majority of software sales in CRM today are in Customer Service and
Support (34%) followed by Sales (26%) and Marketing (20%) (Salesforce Investor Relations).
Salesforce.com reported $3B in revenue for their latest fiscal year and a $270M loss.
Salesforce.com's success in enterprise CRM against entrenched competitors including Oracle and
SAP is noteworthy, as both of these competitors rely on an on–premises application delivery model.
The on–premises model is significantly more time–consuming to implement and often requires
companies to

Customer Relationship Management ( Crm )
Customer Relationship Management (CRM) The most important aspect of any company that is
involved in medium to big projects, is the company's relationship with its clients. It is so important
that companies like BNSF Railways, which was awarded Customer Relationship Management
Excellence Awards in 2006 by Gartner Inc. (Schwalbe, K., pp 56, 2010), boosted its sales by simply
investing more in customer relationship management. To reinforce the importance of CRM, studies
conducted by HUFS College of Business, Korea, suggests that implementation of a good CRM
positively impacts the customer satisfaction (Adalikwu, C., pp 6684, 2012). The main reason why
CRM is crucial is because more than knowing when the project is completed, a customer always
expects to get the real time update. Besides that if there are any issues the customer raises, CRM
helps determine how severe it is to solve it depending on the priority. CRM 's have an added benefit
of connecting all the departments of the company, because only then the project 's progress can be
projected to update the customer (Piccoli, 2012). The best CRM tool in the market for small to
medium size business is Salesforce.com (Angeles, S., 2015). The advantages of using
salesforce.com are:
1. Relatively easy to learn.
2. Convenient to use.
3. Highly customizable to the company 's needs.
4. Well designed dashboard that prioritize issues according to its seriousness. Apart from all these
advantages, the biggest advantage of using

My Challenges as a Systems Engineer at Salesforce.com Essay
Cloud Computing has radically changed the way businesses and consumers leverage technology
both professionally and personally. Unlike traditional solutions, cloud–based solutions have not only
accelerated the process of IT deployment and process execution but also reduced the burden of
ownership to companies. My experience at Infosys Ltd. has acquainted me with this facet of Cloud
Computing and given me a chance to work with one of the most innovative company in this field,
Salesforce.com.
My challenges as a Systems Engineer, working on the Salesforce.com Level 3 Release Management
Team for Motorola Solutions (client), included development, enhancement and deployment of
functionalities on the Force.com platform. Creating Apex classes, ... Show more content on
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To this end, I feel a master's degree in Computer Science with a specialization in Distributed
Computing and Databases would help me gain a more comprehensive understanding of these two
technologies and provide the ideal launching pad for my entrepreneurship venture.
Projects at Infosys have given me invaluable experience in different phases of software development
cycle including requirements gathering, design, development and production support. My first
project, where I was part of a large maintenance program for Intel (client), required me to support
several middleware services implemented in technologies like SAP–XI, TIBCO, Web methods 8.2,
and BizTalk. My responsibilities included monitoring applications, gateways and servers, managing
tickets, bug fixing and roll out to productions. Direct interactions with the client taught me how to
organize, automate, and synchronize the support services and finally, how to build customer loyalty.
Working on various EAI (Enterprise Application Integration) technologies familiarized me well with
the production support phase of the software development. Management and handling of the
gateways and servers, used by Intel for transactions worth millions of dollars, induced a deep sense
of responsibility in me and gave the confidence to manage big projects.
The undergraduate curriculum at Mukesh Patel School of Technology Management & Engineering
(MPSTME) exposed me

Challenges Associated With Crm And Cloud Technologies
1) I. Salesforce.com is a cloud based CRM solution and as such suffers the risks and challenges
associated with both CRM and cloud technologies. These challenges and risks are typically
displayed as the resultant of multi–perspective framework, either using the TOE framework or a
variant of the TOE framework [1]. Alternate sources which do not categorize the risks and or
challenges they present, can similarly have the categories of the TOE framework applied to them
due to commonalities in the topics they raise. The first of the category of the TOE framework
encompasses the internal and external technological risks and challenges faced by the adoption of
new software and technologies [1, 2]. Software companies and their managers must gain a ... Show
Highlighting how top managerial understanding of the business–related benefits that a software
brings is essential in gaining the necessary funding for the implementation of the software [1, 2, 3].
Additionally this context looks at the level of expertise available within the organisation for the
implementation of the new technology [1, 2, 3]. Again salesforce eases these challenges by
providing success stories [8] as well as success plans to drive adoption [10]. The pressures of
securing funding are reduced by them providing a multitude of pricing plans [12] as well as free
trials [4]. Lastly, they reduce the need for organization expertise for implementation by providing an
advisory service, which supplies business with salesforce experts for the duration of implementation
[11]. The third and last context of the TOE model is related to the competitiveness and trading
partner support of technology [2]. How the adoption of technology is supported by the provider,
including the "availability and support of security–related issues" [1, 2, 3, 13] related to the
transmission of, storage of and access to third party data [2, 14, 15]. Again Salesforce.com's CRM
solution has thought of these potential barriers and provides examples of how customised
implementation empower competitiveness [16] as well as detailed security information overviews
alleviating privacy concerns [17].

Changing Trends Of Business Intelligence
Changing Trends in Business Intelligence A combination of market forces and changing business
needs is creating a new set of challenges for businesses of all sizes in the modern business world.
These challenges make it imperative to provide improved access to real time data and insights, and
new ways to work across mobile and dispersed teams so that employees can take action in real time
to be successful. Legacy Business Intelligence tools, which more than 70% of companies today use,
are becoming obsolete as they do not align with the needs of businesses today. These cumbersome
and highly centralized systems cannot support increasingly dispersed teams that need access to
information to take key strategic decisions that help run the business. As a result, an increasing
number of corporate decision makers are turning to a next generation, easy to use real time cloud
based analytical tools to achieve their business objectives. Organizations today are looking forward
to partnering with cloud service providers to help them manage information and provide better
access to information and tools to manage information. 3M was faced with this decision as they
approached a time in their business where multiple systems were being used and not one area was
tracking. The sales representatives were not able to take over work from another easily and the
customer tracking was not up to the speed of the competitors. They began their search for a
customer resource management tool (CRM) that

Salesforce.com Spearheaded The Cloud Crm Platform
1. Salesforce.com CRM: Salesforce.com spearheaded the cloud CRM platform that can be accessed
entirely over the internet, that means customers do not need an infrastructure to buy, set up or
manage the platform, they just need to log in and get the work done. Salesforce.com 's CRM service
is broken down into these categories: Sales Cloud, Analytics Cloud, Service Cloud, Marketing
Cloud, Community Cloud, App Cloud, Data Cloud and IoT. Salesforce.com facilitates companies
with an interface for case and task management, and a system for automatically routing and
escalating important events. The Salesforce customer portal enables users the capability to track
their own cases, includes a social networking plug–in that facilitates the user to join the discussions
about their company on social networking websites, provides analytical as well as services like chat,
email alert, Google search etc. Advantages: 1. Salesforce.com is the market leader, epitome of
Software as a Service (SaaS). 2. Salesforce.com exceeds the ease of use requisite by providing an
extremely instinctive and straightforward user interface along with no necessity to code. 3.
Salesforce.com is delivering the technology for its customers to accomplish the business objectives
of social CRM by championing at the social CRM. 4. The blend of Salesforce1, Force.com, PaaS
tools and AppExchange govern the cloud CRM business with regards to CRM integration, software
customization and third party extensibility. 5.

Sales Force Automation
Project Title: Salesforce SFA on the iPhone and iPod Touch
Content: 1. Summary of case study 2. Questions & Answers 3. Learning outcome
Summary of Case Study
* Role of Apple
Apple is a company known for creative, disruptive new technologies and business models. One of
its most recent products, the iPhone, represents this kind of technology. Apple opened up its iPhone
platform to third–party developers shortly after releasing it. They provide what's known as the
iPhone SDK (software development kit) to developers free of charge.
The iPhone is very different from other smart phones because of its third–party development
environment. Third–party applications make the iPhone unique, and the iPhone is an ... Show more
content on Helpwriting.net ...
In addition, it can be considered as a low end disruption technology as they reduced the price of
music sales by introducing the iTunes store. Moreover, when considering Apple's iPod product
chain, it can be said that they introduced products that cover low end disruption and are also
sustaining innovations.
Even though there were many companies involved in the DAP market before and after iPod was
introduced, Apple still holds more than 70% of the DAP market share and they are the largest music
store in major countries such as USA, Japan and Canada. Therefore, it can be argued that the iPod is
not a sustaining technology but a disruptive technology.
–––––––––––––––––––––––––––––––––––––––––––––––––
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It seems safe to safe that never in history has a single product been so astoundingly successful so
fast and had such a radical impact on the world.
A few highlights: * Five years ago, the iPhone didn 't exist. It now generates nearly $25 billion of
revenue per quarter, or $100 billion per year. That is a staggering amount of revenue. The iPhone
alone is now a bigger business than most companies on earth. * The iPhone business is now bigger
than Microsoft. Yes, you read that right––"bigger than Microsoft." A single product that didn 't exist

five years ago is now bigger than the 30–year old company that was once considered so all–
powerful that the government intervened to try to break it

A Report On The Crm Systems
4.3 Empirical data
According to above theoretical studies, ASP vendors offer accessibility of applications on various
mediums On–Premise or On–Demand and compatibility of using the application on web browsers,
mobile devices, handheld devices, etc. Some enterprises would prefer to have complete control on
the CRM systems internally, whereas some prefer to have it on the Internet for various reasons like
the flexibility of the business model, budget, internal IT resources, time to market, etc. For our
empirical study, we have selected 2 ASP vendors Siebel and Salesforce.com that offers solutions via
different approaches On–Premise or On–Demand –based on their leading ASP market situations, a
wide range of CRM applications and integrated ... Show more content on Helpwriting.net ...
4.3.1.2 Salesforce.com
[26] The company was founded in 1999 by former Oracle executive Marc Benioff, who pioneered
the concept of using a simple Web site to deliver enterprise applications. By 2000, the company had
developed the first full online CRM service including customer support and marketing automation.
In February 2002, the company introduced its Enterprise Edition designed specifically to meet the
needs of larger, more complex organizations.
4.3.2 Selected products for research
The comparative analysis will be performed on CRM applications that two companies provide.
These companies are selected for very specific reasons in their prominence and popularity. Several
fortune 500 companies use these products for maintaining relationships with customers. Both the
selected companies and their products have huge market of close to 45% at a point of time, and
hence have chosen them for our research purposes. As part of the research objective – examining
technical features of a CRM system that particularly meets the needs of enterprises. The other
reason for choosing the products is that both companies offer free download or free trail for 30 days
for research purposes.
4.3.2.1 Salesforce.com
[6] As from the salesforce.com website, Salesforce.com 's customer relationship management
(CRM) service is broken down into several broad categories: Sales Cloud, Service Cloud, Data
Cloud (including Jigsaw), Marketing Cloud, Community Cloud

Customer Relationship Manager (CRM)
In order for businesses to grow and maintain the relationships that they have with their customers,
CRM software is essential. CRM systems specialize in their ability to help market to customers,
track leads, sell products and services, manage opportunities, and track customer interactions. Today
many systems offer some type of social media integration, as well as analytics that can highlight
trends. "Customer relationship management (CRM) systems connect a company's ERP system to
those of its customers. CRM systems provide companies with capabilities to manage marketing,
sales, and service for its customers." (Magal, 2009) There are many versions of CRM software that
companies use, however here are three that are dominating the market today:
Salesforce.com – They were one of the first players in the game and have grown into a $37 billion
company. "It has about 14 percent of the CRM market with an estimated $2.5 billion in 2012 sales,
according to Gartner. Customers from tiny businesses to massive enterprises generally seem to like
its sales–, marketing–, and service–management capabilities, which are only available in the cloud."
(Blattberg, 2014) They offer almost all of the features you would find in a CRM tool, including
chatter features and mobile applications. Salesforce is a choice for companies of all sizes.
Microsoft Dynamics – The draw to Microsoft products typically revolves around easy integration.
Windows based PCs are present in most businesses today,

Uses of New and Emerging Technologies in Marketing Software
Uses of New and Emerging Technologies in Marketing Software
Introduction
Few technologies have had the disruptive impact of the smartphone across all industries, and
especially in the area of enterprise software sales and service. The company Salesforce.com, has
created comprehensive online product demonstrations that illustrate how effective the Apple iPhone
and its larger counterpart, the iPad are in simplifying the complex aspects of Customer Relationship
Management (CRM), Sales Force Automation (SFA) and Partner Relationship Management (PRM)
(Limbasan, Rusu, 2011). The Salesforce.com CRM suite of applications are all delivered on the
Software–as–a–Service (SaaS) platform, which has significant economic advantages for customers
as they only pay for the software they have used (Katzan, Dowling, 2010). SaaS–based CRM
development techniques Salesforce.com uses makes their applications easily used across thousands
of users in enterprises who only need their smartphones to access, update and sell to customers
using the software. Apple estimates that the iPhone is now the most commonly used smartphone in
enterprises globally today, with approximately 68% market share as of fiscal year 2011 (Apple
Investor Relations, 2012). The intent of this analysis is to evaluate how smartphones are leading to
exponential growth of SaaS–based CRM applications including Salesforce.com and others (Katzan,
Dowling, 2010). The continued growth of smartphone adoption in the enterprise is

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