Building CRM knowledge

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 Hi all, this week I have undergone learning how to use a CRM and also earning credentials from 'Salesforce'. 



One of the first courses I took on Saleforce's Trailhead was the "Build a Data Strategy for Data Cloud".  This unit focuses on putting customers at the centre of your data strategy and architecture , which ultimately drives your company's approach to managing customer data. A well - formed data strategy can help achieve specific goals, such as gaining a 360 - degree understanding of customers and fine tuning your product line and services. It also focus on Data Cloud for marketing, a platform designed for marketers to create connected experiences. It covers ingesting raw data from various sources, cleaning and transforming data, identifying and unifying customer information and much more. It gives the history of marketing data collection and storage, highlighting the need for data driven marketing and how the 'Five Forces' are pushing marketers to re - think their system, including AI, speed and marketing evolution.


The second course I took was the "Service Process Studio for Financial Services". It describes how customer experience is crucial for bank success, however man banks struggle to deliver a pleasent experience due to personnel requirements and operational costs. To improve this they can use technology to streamline processes and delight customers. It taught me how to create and activate a service process definition by using 'Service Process Studio'. This application streamlines the process by making things easier such as completing a cheque book order, leaving the customers over the moon.


Lastly I completed the "Salesforce Payments for Commerce", which taught me how to set up Salesforce payments which is a user friendly app that requires a payment gateway and merchant account which are managed my stripe. They support most payment methods, including credit and debit cards. Ursa Major Solar is and example of a company who uses salesforce. They configure payment methods for their B2C stores in North America and Europe, including credit cards, SEPA debit, Klarna and Apple pay.



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