Critical Relationship Analysis in Salesforce

Critical Relationship Analysis in Salesforce

Introduction

Salesforce upholds its relationship with its shareholders. According to its stakeholder impact report of 2019, it is committed to serving a broad set of stakeholders. The major strategy that Salesforce uses to manage its relationship with stakeholders in the use of communication. The company has devised a means to effectively communicate with its stakeholders to understand their needs and seeks means to fulfil them.

Salesforce stakeholders

The important issue in Salesforce is the implementation of Customer relationship management. The importance of CRM has not been well adopted by all companies.  In fact, companies do not see the necessity of investing extra resources in the CRM softwares. Moreover, CRM is faced with many problems, such as low employee engagement and unsatisfied customers. The company therefore has to invest in its stakeholder relationship to ensure that create awareness of the importance of the services. Moreover, due to such problem, there arise various conflicts, which have previously led to customer loss.

The two important shareholders in Salesforce include customers and employees. Salesforce is a SaaS company that specializes in CRM. It provides services that enable its customers to use cloud technology to improve their relationship with customers and partners. Salesforce has over 150,000 customers ranging from small business to highly ranked business. Some of these customers include US bank, Spotify, Amazon web services, etc. the company invests in understanding the customer’s needs. Salesforce has a hotline which it issues to customers for inquires. The company also ensures to gain its stakeholder’s trust right from the start. It does this by selling its customer’s legit products by selling the exact products that it advocated.

The company also cares for its employees. Salesforce ensures to maintain its relationship with the employees through talent development. It offers learning and development to all its staff through trailhead, its learning development. With trailhead, any employee, regardless of their background or position in the company, is trained in embracing new technologies and learn in-demand skills for free and at their own pace. Salesforce has a talent development team which creates customized long-development programs specifically for its employees. It invests in creating great leader characteristics in its employees. Salesforce also embraces the culture of transparent feedback. Employees are allowed to offer their suggestions through their feedback platform. By understanding the employees, they are able to attend to their needs effectively. For instance, the company has continued to fight for the rights of its LQBTQ employees all around the world and has spent over $10.3 million just to ensure that the employees receive equal pay for equal work.

The relationship between the customers and Salesforce is determined by trust and loyalty. Customers rely on the organization’s transparency towards them. The trust that the company is providing quality resources that will be effective in their businesses. Salesforce has been ranked as the best provider of CRM, but not all companies see the essence of this software. Customers who use the Salesforce CRM ar those who are willing to invest in connecting its customers, partners and investors. Therefore, Salesforce has to effectively communicate about the true potential of its services. The company also collects feedback from its clients concerning the performance of the CRM.

CRM is also faced with the challenge of poor employee engagement. CRM cannot be driven without the presence and participation of the employees. Therefore, the company takes a step in ensuring that employees are comfortable in their working conditions. It fights for the rights of the minority few and ensures that there is equality all through the organizations. With continuous training, the employees will be competent enough to work in the industry 4.0 set up.