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Salesforce CRM: The Definitive Admin Handbook by Paul Goodey

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User adoption

In Chapter 7, Salesforce CRM Functions, we looked at the core functionality that Salesforce CRM provides, and also at how the complete sales process, from campaign and lead capture, right through to customer service and support, can be captured. Here we looked in detail at how Salesforce provides the facilities to obtain a full 360-degree view of customers' past, present, and future relationships within our organization.

We looked at how this information enables: marketing to measure the return on investment for marketing campaigns; sales to optimize the sales pipeline and sell more to each customer; support to track customer support incidents, and requests to ensure that each one is resolved appropriately and in a timely fashion. ...

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