A Business Manager's Complete Guide to SalesForce CRM

Improve collaboration, elevate proficiency and facilitate more productive business relationships in your organization.
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  • Lectures 30
  • Length 10 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 7/2014 English

Course Description

This course will teach you how to create a customer-focused business that will keep customers satisfied and coming back for more.

You'll master how to use SalesForce to improve your company's customer service, whether you operate a service-based or product-based business.

By learning the ins and outs of this valuable customer relationship management program, your sales and service teams will be at the top of their game.

Learn How to Effectively Use SalesForce to Manage Customer Relations

  • Manage Leads and Track Opportunities to Increase Sales
  • Create Reports, Collaborate, and Manage a Sales Team
  • Connect to Social Networks and Improve Customer Satisfaction

Boost Customer Satisfaction and Sales in Any Business by Using SalesForce

With a customer relationship management (CRM) program like Salesforce, you'll have the tools necessary to encourage and maintain customer loyalty, and this could lead to increased profits.

Throughout this course, you'll master how to use this in-demand software to reduce costs and increase profitability every day.

Topics covered include planning and tracking activities, collaborating with coworkers, and managing leads.

You'll also learn how to effectively track sales opportunities, run reports and create dashboards, and connect SalesForce to your social networks.

Contents and Overview

This course starts off with an introduction to SalesForce, so it's ideal even for complete beginners.

You'll be guided through the interface and learn how to plan and track activities, as well as use the Chatter feature to collaborate with co-workers.

You'll also learn how to integrate SalesForce with Microsoft Outlook so you can sync emails, contacts, tasks, and appointments to easily share them with colleagues.

In addition to easy collaboration, you can also use SalesForce to generate sales, so you'll learn how to manage leads, work with accounts and contacts, and track sales opportunities.

To track your progress, you'll learn about Views, Reports, and Dashboards. You'll create standard and custom reports using the report builder, and you'll use your report data to create a dashboard.

You'll even cover how to connect SalesForce to your social networks so you can maintain contact with customers there as well.

And you'll tackle how to create custom views, configure preferences, and import data to make SalesForce work for your specific needs.

Finally, you'll learn how to manage a successful sales team by using the tools available in Salesforce. You'll be able to run team meetings and become the best sales manager possible.

Regardless of your prior experience with SalesForce, you'll be proficient in the software by the time you complete this course.

Completing this course will help you keep track of your customers' feedback, figure out ways to meet customer needs more effectively, and increase sales through improved customer satisfaction, regardless of what industry you work in.

What are the requirements?

  • Best when viewed using Google Chrome, also works with other Internet browsers.

What am I going to get from this course?

  • Become a Salesforce.com power user, fluent in key terminology and proficient in the functionality.
  • Learn how to integrate outlook emails, contacts, appointments and keep synchronized.
  • Effectively use Chatter; post, follow and make comments improving communication and collaboration with co-workers.
  • Plan out sales stages and strategies in Salesforce.com.
  • Filter and sort Leads, Accounts, Contacts, Opportunities and other lists with ease.
  • Learn the fundamentals of Views, Reports Dashboards.
  • Identify coaching opportunities and best practices for the Sales Manager role.

What is the target audience?

  • Salesforce.com users from Beginner to Management
  • Sales Professionals and Account Managers required to effectively manage sales processes and relationships using Salesforce.com.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Getting to Know Salesforce.com
12:15
In this video you’ll learn about CRM fundamentals including an overview of CRM, key terminology that is important for all Salesforce.com users to understand, and a bit about the differences between what you see in these training videos and what you may experience in your own environment.
06:12
In this video you’ll learn about the Salesforce user interface - all the basic elements that you'll see on the screen and how to navigate around - and you'll also discover how to quickly find lists of records, or individual records, that you're looking for.
11:13
Planning and tracking activities is central to everything that you will do with Salesforce. By learning how to work with meetings and tasks you will significantly enhance your productivity.

In this video you will learn how to schedule meetings and tasks, you will discover how to see your daily list of meetings and tasks, and you'll learn where to look to see activities that are scheduled - or have taken place - with the accounts, contacts and leads that you work with. Lastly, you will learn how to complete activities and about the virtuous cycle of scheduling follow-up activities.
08:46
In this session you'll learn how to save Outlook emails to Salesforce where they can be shared with colleagues and searched; how to keep your contacts, appointments and tasks in Outlook synchronized with Salesforce. You'll also discover how to use the side panel in Outlook email and how to sync settings.
12:12
In this section you'll learn about how to get started with Chatter - the social interaction tool built into Salesforce. You'll also discover how to post, follow and make comments on Chatter information, you'll learn about Chatter groups for dealing with subject specific content, and you'll learn how you can use Chatter with other records in Salesforce to improve how you collaborate with your co-workers.
04:51
Salesforce is a complex and sometimes confusing application, but it provides a diverse range of places to go for additional help. In this video you'll learn about the options for finding additional help including finding help that is customized to your organization; getting help on a specific salesforce page; searching salesforce for help; and other options for extending your knowledge about Salesforce.com.
Section 2: Using Salesforce.com for Sales
10:51
Lead management is the beginning of the sales process in Salesforce. In this lesson you will learn how to work a list of leads and how to convert a lead into an Account, Contact and Opportunity.
09:43
In this video you will learn the fundamentals of managing accounts and contacts in Salesforce. You'll discover what kinds of information to track, how to manage your notes, how to view the corporate hierarchy of a complex account and the org chart. You will also discover how to merge duplicate records and how to send emails to contacts.
09:29
Opportunity or pipeline management is the single highest priority of most organizations that implement a CRM solution. This session covers Opportunity tracking, stages, closing Opportunities as won or lost, and a brief overview of products and quotes.
14:23
In this lesson, you will learn about basic collaboration in Salesforce using standard functionality, Social collaboration using Chatter, and special collaboration and team selling tools for sales.
06:05

In this video you will learn how to manage your day from the home page, the four quadrant approach to working through each day, and a simple method for time management that ensures none of your important opportunities or leads slip through the cracks.

Section 3: Working with Reports and Dashboards
08:12
In this video, you'll learn the fundamentals of Views, Reports and Dashboards. You'll discover when to use each of these, where to find them, how security affects what you will be able to see, and how to search and organize them to make it easy to find just the one that you need.
04:46
In this video you will learn how to use the reports included with Salesforce. You will learn how to find and run a report, how to use report parameters, how to schedule a report and how to print a report.
04:54
In this video, you will learn the basics of customizing the existing reports that come with Salesforce. You will learn how to resize columns, change the sort sequence, change the filter logic and the number of records displayed. You'll also learn how security settings may impact what you see in your reports.
08:42
In this video you will learn how to create standard and custom reports using the report builder in Salesforce. You'll also learn how to create charts for your report data, how to group data and how to export your reports.
08:18
In this video you will learn how to use your report data to create a dashboard, how to update your dashboard page, and how to add dashboard elements to a Home Page tab.
Section 4: Accelerating Success - Going Deeper with Salesforce.com
05:22
Social networks are a great way to accelerate your success as a business development professional. In fact, research by the Sales Executive Counsel shows that shows that sales professionals that use social channels as a critical part of their job are over 12% more likely to be among the top performing reps for their companies. In this video, you will learn how to connect to your social networks in Salesforce and to use your Social Connections in Salesforce.
12:46
Getting productive with Salesforce sometimes means quickly getting your Accounts and Contacts imported without having to key them all in. In this video you will learn how to import directly from Outlook or Act, how to get your data ready to import, and how to run an import.
07:25
In this lesson, you will learn the fundamentals of Data.com, how to access the free data.com service and select and export contacts, an introduction to the paid version of data.com that is integrated with Salesforce, and about the InsideView App - a high quality alternative to Data.com.
06:26
Views are a tool for filtering and sorting your lists to make it easier for you to work with your Leads, Accounts, Contacts, Opportunities and other lists in Salesforce. In this video you will learn how to create a custom view. You will also learn how to share your custom view with colleagues.
05:43
Many of the settings in Salesforce can be updated to meet your individual preferences. In this video you will learn some of the ways that you can customize Salesforce including how to update your profile, customize tabs, setup reminder preferences, and configure your Email signature.
Section 5: Managing a Sales Team with Salesforce.com
11:27
In this lesson you will learn about how to plan out sales stages in Salesforce. You will also get an overview of the entire sales process, and a template that uses the LUCK Principle™ to aid you in the initial design of your sales process.
10:03
In this lesson, you will learn how to plan and execute your sales meetings using Salesforce. You will see a basic purpose and plan for a sales meeting, how to use Salesforce Update Reminders to ensure that your team has prepared for the meeting, and how to use Salesforce dashboards to have a collaborative sales meeting.
06:54
In this lesson, you will learn how to use Chatter to collaborate with your sales team. You will learn how to follow sales reps and key accounts, leads and opportunities, and how to see feeds for items you are following or for all items in a view. You will also learn some other methods for collaborating with your team.
12:43
In this video, you will learn to use Salesforce to identify coaching opportunities for the reps that you manage. You will learn about Big Deal Alerts and how to automatically know when a large, new deal has surfaced. You will learn how to use dashboards to analyze behavior and identify opportunities for improvement. And you will learn how to look at individual records in Salesforce to gather additional information that you can use to coach your team
08:17
In this lesson, you will learn some additional best practices for the Sales Manager role. You will learn how to improve adoption, tips for improving your Salesforce project, best practices for training and a bit more about using Salesforce to analyze how your team is doing. This video will focus on concepts and best practices and not on "how to" do specific tasks in Salesforce.
Section 6: eBook - Teach Yourself VISUALLY Salesforce.com
93 pages

This eBook includes Chapters 1-2 of Teach Yourself VISUALLY Salesforce.com.

An ideal way for visual learners to get up to speed with Salesforce.com

Salesforce.com is the global leader in on-demand customer relationship management (CRM) and helps companies all over the world manage their sales, marketing, and customer service and support operations. Packed with full-color screen shots and numbered, step-by-step instructions, this guide shows you everything you need to know to get the most out of Salesforce.com. You'll discover how to organize contacts, log activities with contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projections based on past performance, and more.

  • Explains the latest and most helpful features of the world's most popular customer relationship management (CRM) software - Salesforce.com
  • Covers the latest enhancements to Salesforce.com and explains how to choose the right edition of Salesforce.com to suit your business needs
  • Walks you through personalizing your system, managing accounts and activities, developing contacts, tracking products, and more

Teach Yourself VISUALLY Salesforce.com is the book visual learners need to get the most from this go-to solution for CRM needs!

91 pages

This eBook includes Chapters 3-5 of Teach Yourself VISUALLY Salesforce.com.

An ideal way for visual learners to get up to speed with Salesforce.com

Salesforce.com is the global leader in on-demand customer relationship management (CRM) and helps companies all over the world manage their sales, marketing, and customer service and support operations. Packed with full-color screen shots and numbered, step-by-step instructions, this guide shows you everything you need to know to get the most out of Salesforce.com. You'll discover how to organize contacts, log activities with contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projections based on past performance, and more.

  • Explains the latest and most helpful features of the world's most popular customer relationship management (CRM) software - Salesforce.com
  • Covers the latest enhancements to Salesforce.com and explains how to choose the right edition of Salesforce.com to suit your business needs
  • Walks you through personalizing your system, managing accounts and activities, developing contacts, tracking products, and more

Teach Yourself VISUALLY Salesforce.com is the book visual learners need to get the most from this go-to solution for CRM needs!

115 pages

This eBook includes Chapters 6-7 of Teach Yourself VISUALLY Salesforce.com.

An ideal way for visual learners to get up to speed with Salesforce.com

Salesforce.com is the global leader in on-demand customer relationship management (CRM) and helps companies all over the world manage their sales, marketing, and customer service and support operations. Packed with full-color screen shots and numbered, step-by-step instructions, this guide shows you everything you need to know to get the most out of Salesforce.com. You'll discover how to organize contacts, log activities with contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projections based on past performance, and more.

  • Explains the latest and most helpful features of the world's most popular customer relationship management (CRM) software - Salesforce.com
  • Covers the latest enhancements to Salesforce.com and explains how to choose the right edition of Salesforce.com to suit your business needs
  • Walks you through personalizing your system, managing accounts and activities, developing contacts, tracking products, and more

Teach Yourself VISUALLY Salesforce.com is the book visual learners need to get the most from this go-to solution for CRM needs!

82 pages

This eBook includes Chapters 8-9 of Teach Yourself VISUALLY Salesforce.com.

An ideal way for visual learners to get up to speed with Salesforce.com

Salesforce.com is the global leader in on-demand customer relationship management (CRM) and helps companies all over the world manage their sales, marketing, and customer service and support operations. Packed with full-color screen shots and numbered, step-by-step instructions, this guide shows you everything you need to know to get the most out of Salesforce.com. You'll discover how to organize contacts, log activities with contacts, schedule business appointments, use forecasting tools to predict upcoming sales, make accurate projections based on past performance, and more.

  • Explains the latest and most helpful features of the world's most popular customer relationship management (CRM) software - Salesforce.com
  • Covers the latest enhancements to Salesforce.com and explains how to choose the right edition of Salesforce.com to suit your business needs
  • Walks you through personalizing your system, managing accounts and activities, developing contacts, tracking products, and more

Teach Yourself VISUALLY Salesforce.com is the book visual learners need to get the most from this go-to solution for CRM needs!

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Instructor Biography

Founded in 1807, John Wiley & Sons, Inc. has been a valued source of information and understanding for more than 200 years, helping people around the world meet their needs and fulfill their aspirations. Wiley and its acquired companies have published the works of more than 450 Nobel laureates in all categories: Literature, Economics, Physiology or Medicine, Physics, Chemistry, and Peace.

Wiley is a global provider of content and content-enabled workflow solutions in areas of scientific, technical, medical, and scholarly research; professional development; and education. Our core businesses produce scientific, technical, medical, and scholarly journals, reference works, books, database services, and advertising; professional books, subscription products, certification and training services and online applications; and education content and services including integrated online teaching and learning resources for undergraduate and graduate students and lifelong learners. Wiley's global headquarters are located in Hoboken, New Jersey, with operations in the U.S., Europe, Asia, Canada, and Australia. The Company is listed on the New York Stock Exchange under the symbols JWa and JWb.

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