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Rules

1. Go beyond the material in the CRM Magazine publication. You must visit each company's website and dig into each company. Be open to call the companies for information, use a chat feature, Google, forums, or other resources. Not all the information may be readily on the company website.

2.

3. This is a professional paper so use proper spelling, grammar, and formatting. Include the names of your team members. Professional formatting will be part of your grade. If you use websites and resources beyond the company website, please footnote the sources. In Word, you can 'insert' a footnote.

4. Note the customers of these three CRM providers are businesses. Use business examples for the customers who have used the products/services.

5. This project is about understanding how each product/service can solve business problems. It's not about providing a lot of technical specifications. Use critical thinking to ask yourself why a customer would want to buy each company's products or services. Consider:

· The problems the business customer wants to solve

· The results the business customer wants to achieve

· The costs involved

6. Make sure the information you provide is relevant to the category you choose. For example, if your company is Adobe and your category is Customer Data Platforms, information on the Creative Suite or Photoshop may not be relevant.

MAR4860 CUSTOMER RELATIONSHIP MANAGEMENT

Company Exploration Research Project

Company #2 (15 points)

Provider Details
Name of CRM Provider	Salesforce
Company Website	https://www.salesforce.com
CRM Category (See CRM Market Leaders article)	SFA Software and Solution
Brief Company Overview (Years in Business, Founder, Public/Private, Location, History, etc.)	Founded: 1999 Founder: Marc Benioff & Parker Harris Public or Private: Public company Location: Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105 (Headquarters) History: Summary:

Who are the Company’s customers? Market? Describe the kinds of business customers that this Company provides solutions to. This is not about specific customers; this is about the markets and target business customers the Company offers products and services to. This should be at least 200 words.

What does the Company offer? Complete the table below and discuss three (3) top products and/or service offerings. Be sure to provide: 1) the name of product offered by this Company; 2) the key features/functionality the product/service offers; and the 3) business problem it solves and/or benefit it provides to businesses.

Name of Product	Key Features/Functionality	Business Problem/Benefits
#1 -
#2 -
#3 -

Discuss three (3) specific customers who have used or currently use this Company’s products and services.

You may get this from the provider’s case studies/ Be sure to address: 1) the product/service used; 2) the problem the customer is looking to solve; and 3) the benefits gained from using the Company’s product/service. Fill out table below.

Name of Customer & Industry	Name of Products/Services Used	Business Problems Experienced	Benefits Gained
#1 -
#2 -
#3 -

Pricing. Visit the website’s pricing information

What best quote could you offer a company with 100 employees to implement the products you listed above?

Name of Product	Cost (Per Employee/Month)

Total Annual Cost (Total for 100 employees) =

Total Annual Cost (Total for 100 employees) =

CRM Implementation (10 points)

Pretend you are a business manager contracting one of the three CRM providers highlighted in this project. Discuss three (3) challenges you may face when trying to implement this within your company and your recommended approach for overcoming each challenge. Be specific and don’t assume I know what you are trying to say.

Description of Challenge	Recommended Approaches
#1 -
#2 -
#3 -

Class Presentation (Online or in class) Lessons Learned (15 points)

Prepare a 4 min presentation to summarize your findings from this project. Include 2 lessons you learned during your research that you did not know until after doing this project. After the presentation, submit your final, completed template in Word format and your presentation documents.