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CRM – Vital Salesforce tools for customer interactions in 2015

19/01/2015 by Sharon Shahzad


Customer Relationship Management (CRM) tools will be critical to the success of large organisations in 2015, with software provided by firms such as Salesforce being the driving force behind creating a cohesive customer journey. According to Salesforce's latest State of Marketing Report, 84% of firms will increase their tech and marketing spend this year. CRM tools will help businesses to improve their quality of leads, build deeper customer relationships, stay ahead of social media trends and, most importantly, improve continuity and compliance across the business. Cloud-based solutions are consigning silos to the past by ensuring business activities are always evolving and keeping pace with the needs of customers and the organisation itself.

The Salesforce1 Platform is helping businesses to stay connected with customers and to streamline core activities by giving them the tools and services to develop bespoke apps from the ground up. The AppExchange and the Salesforce Marketing Cloud enable SMEs and large organisations to build long-lasting relationships with customers by enabling them to interact with the brand and the company on a personal level. The Salesforce Community Cloud takes employee and customer engagement a step further by rewarding the most active members and empowering users to become experts on products and services.

The Salesforce Service Cloud adds to this smart, faster service by helping to deliver 24/7 support across a variety of platforms and devices. Intelligent customer service increases loyalty, retention and satisfaction for the user, all while driving down operating costs. Micro businesses can use Salesforce Desk, which can be set up in just a few hours to offer quick and helpful advice, and one-on-one interactions. Employees can also communicate any trends or other important information to each other by using Salesforce Chatter. Salesforce tools keep everyone connected and in the loop, improving time management and helping employees to do more in less time.

Introducing a CRM platform will have a direct impact on a firm's profits, producing real results by identifying new leads in a quick and timely manner, and categorising them accurately. Cloud-based systems like Salesforce enable every employee, whether they are a customer service rep or part of the sales team, to access all of this information all of the time. Salesforce provides a range of benefits including faster deployment, business-wide collaboration, the ability to work on any device in any location, reduced costs and increased scalability and automatic updates for all software.

This article has been written by Cristian Amanta - CRM Consultant, if you have any questions or would like a detailed discussion about your CRM recruitment requirements for 2015, please contact Crisitan Amanta on: +44 (0)20 7014 0230 or send an email to 

Montash is a multi-award winning global technology recruitment business. Specialising in permanent and contract positions across mid-senior appointments across a wide range of industry sectors and IT functions, including:

ERP Recruitment, BI & Data Recruitment, Information Security Recruitment, IT Architecture & Strategy Recruitment , Energy Technology Recruitment, Demand IT and Business Engagement Recruitment, Digital and E-commerce Recruitment, Leadership Talent, Infrastructure and Service Delivery Recruitment, Project and Programme Delivery Recruitment.

Montash is headquartered in Old Street, London, in the heart of the technology hub. Montash has completed assignments in over 30 countries and has appointed technical professionals from board level to senior and mid management in permanent and contract roles.

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