38 : À l'horizon : VMware Horizon est désormais autorisé par DISA IL5 !

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Hmm !

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Andy Whiteside : Bonjour ! Bienvenue à l'épisode 2 de Salesforce simplifié. Je suis votre animateur pour aujourd'hui, du moins, Andy White, à côté de notre animateur principal. Dereka est là aujourd'hui. Il va être une sorte d'hôte invité contributeur. Je vais vous présenter un tas de questions idiotes parce que je suis vraiment bon pour les questions idiotes, parce que j'en ai beaucoup. Et en plus, nous avons Fred Reynolds, qui fait partie de la pratique des applications modernes avec Derek, notre pratique des applications modernes construite autour de salesforce et service now, et si vous êtes un

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Andy Whiteside : si vous êtes client de l'un ou l'autre de ces produits, en particulier aujourd'hui, Salesforce. Et que vous n'avez pas l'impression d'obtenir la valeur ajoutée du produit. C'est que vous vous y prenez mal. Et la personne avec laquelle vous travaillez le fait mal. Nous devons vous aider en vous donnant de vrais conseils. C'est ce que nous allons faire aujourd'hui. Derek, comment ça se passe ? C'est bon, ça va vraiment bien.

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Andy Whiteside : Je suis impatient de vous poser des questions stupides sur Salesforce, car je sais ce que je fais avec, mais je ne sais pas ce qu'il peut faire d'autre. Et je pense que je vais en apprendre beaucoup aujourd'hui à ce sujet. Fred, vous avez vos questions idiotes en attente. Vous savez, je suis très excité, parce que je peux participer aux questions idiotes. Et j'ai vraiment envie d'en apprendre beaucoup plus à ce sujet. Je suis donc très enthousiaste pour aujourd'hui. Non, les questions idiotes n'existent pas.

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Derek Cassese : seulement celui qui n'a pas demandé, n'est-ce pas ? C'est vrai.

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Andy Whiteside : Donc

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Andy Whiteside : Derek, c'est vous qui avez mis ce blog en avant. Vous avez dit qu'ils le font chaque année après Dreamforce, parce qu'ils ont obtenu beaucoup de buzz et beaucoup d'attention et le titre de ce blog. Que fait Salesforce ? Vous ne devriez pas avoir besoin d'un blog comme celui-ci si c'était simple, mais ce n'est pas simple parce qu'ils font tellement de choses. J'ai été submergé à Dreamforce. Pourquoi ? Pourquoi ce blog aujourd'hui ?

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Derek Cassese : Oui, je pense simplement que c'est un bon niveau. Vous savez, salesforce a le mot sales dans son nom. Et vous savez, parfois les gens

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Derek Cassese : ils ont une vision étroite de ce que la plateforme peut faire et ne réalisent pas ce qu'elle fait, juste d'un point de vue de haut niveau. J'ai donc pensé que c'était une bonne

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Derek Cassese : Le blog est une sorte de promenade à travers, vous savez, à partir d'un niveau élevé, ce que la plate-forme a à offrir dans les différents aspects d'une entreprise. Et la première étape est. Ce n'est pas un produit ou une application. C'est une plateforme.

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Andy Whiteside : C'est exact ? Oui, d'accord. Il y a donc environ 5 paragraphes qui tentent d'expliquer ce que fait Salesforce, aidez-nous à digérer ces 5 paragraphes en termes simples, mais peut-être un peu simples et un peu techniques à la fois.

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Derek Cassese : Oui, je veux dire, la première partie de ce sujet est vraiment de parler de...

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Derek Cassese : Vous savez, si vous avez. Si vous avez des clients, alors vous avez des données sur les clients, et

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Derek Cassese : le mot, comme l'époque des données en silos.

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Derek Cassese : n'a plus raison. Et ce que je veux dire par là, c'est que lorsque les gens avaient l'habitude de se promener avec leur ordinateur portable et d'avoir des données clients et des feuilles de calcul Excel, vous savez, si Tom les avait, Fred n'avait aucune idée de ce qu'il avait sur son ordinateur portable. Avec une plate-forme, vous pouvez donc créer ce que Salesforce aime appeler le client, c'est-à-dire une vision complète de bout en bout de votre client pour n'importe qui.

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Derek Cassese : Donc tous les points de contact, tous les aspects de votre client dans une seule vitre, si vous voulez. Et traditionnellement, c'est leur logiciel de gestion de la relation client Crm.

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Derek Cassese : également connu sous le nom de Sales Cloud.

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Andy Whiteside : D'accord, c'est

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Andy Whiteside : il s'agit des données orientées client dans le crm, alias sales cloud.

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Andy Whiteside : C'est le grand-père, la pièce maîtresse de la plateforme.

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Derek Cassese : Oui, c'est en quelque sorte là que la plateforme a commencé. Je veux dire, ils sont.

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Derek Cassese : Vous savez, leur symbole boursier est . Crm, donc c'est à la racine.

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Derek Cassese : Mais oui, c'est de là qu'est partie la plateforme. Et vous savez, d'un point de vue Crm, et puis elle s'est développée à partir de là, tout simplement.

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Derek Cassese : vous savez. Et au fur et à mesure que nous parcourrons ce document, vous verrez. En quelque sorte, vous savez, les autres aspects de ce que cette chose, de ce que la plateforme a à offrir, mais à la base, l'élément clé à retenir est le suivant

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Derek Cassese : c'est la visibilité et la connexion avec le client, n'est-ce pas ? C'est ce que Salesforce appelle. L'idée est de permettre aux clients qui utilisent la plateforme de se connecter à leurs clients.

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Derek Cassese : de faire la même chose avec leurs clients pour les connecter. Les niveaux et la personnalisation que les clients attendent en 2023, c'est-à-dire, nous étions. Je ne veux pas leur dire que j'ai acheté 40 paires de chaussures. Je veux qu'ils sachent que vous savez ce genre de choses.

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Andy Whiteside : D'accord. Nous allons donc aller de l'un à l'autre. Est-il juste de dire que c'était le premier vrai Crm, né dans le cloud, qui était évolutif, extensible, avec tous les avantages du cloud ? Mais quelle est la part de l'histoire de Salesforce

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Andy Whiteside : a bénéficié du fait d'être né nativement dans le nuage.

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Derek Cassese : Oui. Eh bien, c'était le cas.

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Derek Cassese : C'était l'un des premiers. Salesforce a donc vraiment été un facteur de transformation du point de vue des

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Derek Cassese : lorsqu'ils ont créé Salesforce. Il a commencé dans le nuage. Mais il s'agissait également d'un produit basé sur un abonnement. C'est vrai ? C'était.

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Derek Cassese : C'est Mark Benio qui a dit : "Vous savez. Pourquoi ? Pourquoi les données commerciales ne sont-elles pas aussi faciles à obtenir qu'un achat sur Amazon ne l'était pas à l'époque ? Et c'est ainsi que

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Derek Cassese : C'était, vous savez, la façon dont les fondateurs ont commencé tout ça, c'était de rendre les choses faciles, de les rendre facilement accessibles, mais aussi sécurisées, mais facilement accessibles pour tous ceux qui les utilisaient.

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Andy Whiteside : Et quel est le livre que vous m'avez demandé de commencer à lire, le livre binny off, le premier, le premier

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Andy Whiteside : derrière les nuages, derrière les nuages. Oui, j'ai beaucoup appris dans la première partie du premier chapitre sur son parcours. Et pourquoi il était logique de commencer comme il l'a fait quand il l'a fait.

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Andy Whiteside : D'accord. Alors, Fred, voici ta première chance. La première question stupide que vous voulez poser. Nous passons à la section suivante.

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Fred Reynolds : Merci de m'avoir donné l'occasion de m'exprimer. Tout le monde pense savoir ce qu'est Salesforce. Une chose est intéressante. Ici, on parle de gestion de la relation client.

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Fred Reynolds : C'est vrai ? C'est à cela que sert le Crm. Mais est-ce interne ? Est-ce que c'est externe, parce que pour moi, la plupart des gens utilisent Salesforce comme une vue interne de la gestion de ce qu'ils font. Quelle est la part de ce qui est en relation avec le client pour eux ?

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Derek Cassese : Oui. C'est une bonne question.

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Derek Cassese : mais c'est possible. Cela dépend donc de la façon dont vous voulez le déployer. Traditionnellement, vous savez, si vous travaillez avec un client, ce sera le

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Derek Cassese : les clients qu'ils servent, mais il n'est pas nécessaire qu'ils aient raison. C'est donc l'âge. Tout ce qui compte, c'est la réponse que je vais vous donner.

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Derek Cassese : Vous savez donc que c'est possible. Donnons un exemple. C'est ça ? Si vous, si vous êtes une entreprise et que vous avez des partenaires et des partenaires commerciaux internes avec lesquels vous travaillez, vous pouvez les mettre dans le nuage Crm Sales, vous pouvez aussi mettre tous vos B to. Vous savez, vos B to C

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Derek Cassese : Les clients sont là. C'est vrai ? Il peut donc s'agir d'un commerce entre entreprises. Il peut s'agir d'un échange entre entreprises et clients. Il peut aussi être orienté vers l'intérieur d'une perspective de service comme, par exemple, si vous pensez à la gestion des employés, des choses comme ça. Mais cela relève plus du côté service de la plateforme que du côté Crm. Sales.

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Fred Reynolds : Porte

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Andy Whiteside : Parfait. Derek, la session suivante porte sur le fonctionnement de Salesforce.

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Derek Cassese : Oui !

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Derek Cassese : Vous savez, vous savez.

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Andy Whiteside : Est-ce que je sais comment cela fonctionne ? Juste pour ajouter. Je ne le sais pas. I ? Vraiment ? I

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Andy Whiteside : Je dirai non, et j'aurai probablement raison. Parce que quand tu répondras à la question, je suis sûr que ce que je pensais sera faux.

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Derek Cassese : Oui. Je veux dire, c'est, vous savez, c'est un multi-locataire, ce qui veut dire.

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Derek Cassese : Vous savez, vous avez plusieurs entreprises dans la même instance cloud, mais elles ne partagent pas leurs données. C'est un peu comme un complexe d'appartements. C'est ça ? Ils partagent tous la porte d'entrée, mais ils ont chacun leur propre appartement.

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Derek Cassese : Une plateforme multi-locataires basée sur le nuage qui vit dans ce qu'ils appellent maintenant. Elle est construite sur hyperforce, qui est un nuage. Une architecture native, qui exploite les nuages publics. Pensez aws !

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Derek Cassese : Cela donne beaucoup de flexibilité et d'agilité. Donc si vous avez, vous savez que vous avez besoin que votre résidence de données soit à un endroit ou à un autre, la plateforme est configurable de ce point de vue. La plateforme est configurable de ce point de vue

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Derek Cassese : par abonnement, n'est-ce pas ? Et vous obtenez des mises à niveau gratuites chaque année. Ce que ça veut dire, c'est que l'époque où il fallait s'asseoir dans un centre de données, mettre à jour les serveurs et tout ça, n'existe plus. Vous recevez littéralement un email vous disant que vous allez recevoir la nouvelle version

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Derek Cassese : et puis vous revenez travailler le lendemain, et une fois que les nouveautés sont là, vous pouvez en profiter. Si vous. S'il y a quelque chose que vous ne voulez pas, vous pouvez le faire. Vous pouvez choisir de ne pas utiliser la mise à jour.

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Derek Cassese : Mais il n'y a rien à faire du point de vue de la mise à jour. C'était vraiment la grande, la grande victoire du point de vue de l'entreprise.

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Derek Cassese : vous savez, les affaires. La gestion, c'est qu'il n'y a vraiment rien à faire. Du point de vue de la mise à jour du logiciel, vous l'obtenez, vous avez des mises à jour gratuites par an, vous continuez à l'utiliser et vous payez vos frais d'abonnement.

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Andy Whiteside : Fred. Question sur ce point.

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Fred Reynolds : Non, je vais bien en ce moment. C'était vraiment bien.

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Fred Reynolds : La seule chose qui me vient à l'esprit quand vous parlez de cela, c'est la sécurité, n'est-ce pas ? Mais je sais comment fonctionne cette plateforme. Je sais qu'elles sont sécurisées, donc la plupart des gens ne le sauraient pas et seraient probablement inquiets. Comme vous le savez, tout le monde a une porte d'entrée. Mais certaines données sont très utiles à chaque client. Donc peut-être quelque chose sur ce Derek autour de la sécurité de la plateforme elle-même.

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Derek Cassese : Oui, je veux dire, c'est donc, vous savez, la multi-location. Donc, comme je l'ai dit, pensez à un complexe d'appartements, mais aussi

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Derek Cassese : les données sont extraites de la configuration. Ce que je veux dire par là, c'est que

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Derek Cassese : il y a la configuration. Ce qu'on appelle les métadonnées. Et puis il y a les données.

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Derek Cassese : et

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Derek Cassese : L'accès aux données est extrêmement restreint, il faut activer le support autorisé.

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Derek Cassese : pour que vous sachiez. Disons que vous rencontrez un problème dans votre environnement Salesforce. Vous cliquez sur un bouton qui vous demande de donner accès à l'assistance pendant une heure pour qu'elle se rende à une session vidéo avec vous afin de résoudre le problème. Mais ils n'ont même pas accès à vos données réelles. Ce que j'entends par données, c'est le contenu réel. C'est ainsi que

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Derek Cassese : Je peux configurer une page client avec le nom, la localisation, le téléphone et le fax. Toutes les informations contenues dans ces champs sont toujours protégées et inaccessibles à toute personne étrangère à mon organisation. Elles sont cryptées

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au repos. Il existe également une fonction supplémentaire, appelée "shield", qui permet d'aller un peu plus loin en matière d'audit

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Derek Cassese : et le cryptage des données et le transit.

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Andy Whiteside : Oui, j'adore l'exemple de l'analogie d'un complexe d'appartements où nous partageons des choses. Nous partageons la piscine. Nous partageons la réception.

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Andy Whiteside : Mais oui, j'ai accès à mes affaires. Personne d'autre ne peut accéder aux miennes, sauf dans les couloirs et les ascenseurs. Nous les partageons, parce qu'ensuite, comme vous venez de le dire, nous pouvons peut-être nous crypter nous-mêmes lorsque nous marchons dans le couloir de cette façon. Nous avons un autre sentiment de sécurité. Mais c'est. C'est le moyen le plus évolutif, le plus rentable et le plus efficace. Parce que, écoutez, si vous deviez, si vous deviez vraiment construire l'environnement de tout le monde séparément dans le nuage, le coût, vous pourriez aussi bien le garder sur. Prem.

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Derek Cassese : Exactement. Et vous savez, une chose qu'ils ont également faite dès le début, c'est la transparence totale.

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Derek Cassese : Donc si vous allez sur trust salesforce.com

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Derek Cassese : à tout moment. Vous pouvez voir l'état de santé de

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Derek Cassese : toutes les instances, jusqu'à celle sur laquelle se trouve votre organisation. Vous pouvez voir toute la maintenance qui lui a été apportée. Vous pouvez voir la maintenance programmée. Elle a été effectuée. Vous pouvez voir s'il y a eu des problèmes. Une transparence totale à tout moment.

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Andy Whiteside : Très bien ! Nous étions à Dreamforce il y a une semaine environ, et nous avons beaucoup entendu parler de marketing cloud. Si vous avez des données clients

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Andy Whiteside : que vous utilisez pour mieux comprendre comment interagir avec ces clients, il est tout à fait logique que vous utilisiez ces données et les constructions qui les entourent, les moteurs qui les entourent pour faire du marketing, aidez-nous à comprendre comment Salesforce peut être utilisé pour le marketing.

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Derek Cassese : encore.

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Derek Cassese : Donc le marketing. Nous étions en quelque sorte en train de nous éloigner des ventes, n'est-ce pas ? Si vous pensez que nous avons parlé des ventes, nous avons parlé un peu du service. Maintenant, nous parlons de marketing

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Derek Cassese : et il s'agit de se connecter avec vos clients sur les canaux préférés. Qu'il s'agisse d'e-mails, de sites web, de médias sociaux ou de publicités.

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Derek Cassese : Vous savez tout ce qui précède. Ce que le marketing cloud vous permet de faire, c'est d'interagir avec eux sur ces canaux, mais aussi d'obtenir jusqu'à l'intelligence. De cette

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Derek Cassese : vous savez. Combien de temps a-t-il fallu pour ouvrir l'e-mail ? Sur quelles pages étaient-ils ? Par exemple, si vous avez une page web et que vous pouvez la baser, vous pouvez voir tous les articles, toutes les pages qu'ils ont consultées. Vous pouvez voir tous les articles, toutes les pages qu'ils ont consultées, ce qui vous permet de créer un profil intelligent de vos clients. D'un point de vue marketing.

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Oui.

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Andy Whiteside : Fred, que savez-vous du Marketing Club ? Je ne sais pas. Mais je trouve cela très intéressant, n'est-ce pas ? Je pense que c'est

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Fred Reynolds : très intelligent, n'est-ce pas ? C'est une très bonne utilisation. D'une part, vous connaissez ce client, vous avez beaucoup d'informations sur lui, et même des informations en arrière-plan sur lui, n'est-ce pas ? Comment faire correspondre ces informations à leurs besoins ? Je pense donc que c'est un outil très puissant à utiliser comme angle de marketing.

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Andy Whiteside : Je vais donc utiliser ma vision du monde. Je vois le monde à travers le marketing, les ventes et les services. Cela ne veut pas dire qu'il faut dévaloriser le service, ni la vente, mais il faut faire savoir aux gens ce que vous avez à leur offrir. Mais vous devez faire savoir aux gens ce que vous avez à leur proposer, et c'est là que tout commence avec le marketing.

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Fred Reynolds : Oui.

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Andy Whiteside : Oui. D'accord. Comment utilisez-vous Salesforce pour les ventes ? Derek.

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Derek Cassese : Oui. C'est une sorte de retour en arrière

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Derek Cassese : là où nous avons commencé avec les ventes. Cloud. Et vous savez que c'est de cela qu'il s'agit.

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Derek Cassese : vous savez, faciliter le travail des responsables des ventes.

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Derek Cassese : Les autoriser.

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Derek Cassese : vous savez, en leur permettant de faire plus rapidement et plus efficacement. Et ce que je veux dire par là, c'est que je peux aller sur mon compte. Je peux voir tout ce que je dois faire. Je peux envoyer des e-mails directement depuis la plateforme si je le souhaite. Avec l'IA intégrée. Nous avons maintenant la possibilité de créer des courriels personnalisés en un seul clic.

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Derek Cassese : Sur la base de l'intelligence de ce compte.

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Derek Cassese : Par exemple, si vous avez eu une réunion il y a deux semaines, n'est-ce pas ? L'intelligence de cette réunion pourrait être intégrée à l'e-mail. D'un simple clic sur un bouton, vous pouvez maintenant tirer parti de certaines des

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Derek Cassese : certaines des capacités de l'IA. Mais en réalité, je pense que le point le plus intéressant est celui-là.

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Derek Cassese: you know. Let’s just say you’re out, and you’re going to meet with a customer. You pull up, pull out your phone, open up the salesforce mobile app.

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Derek Cassese: go to the account and you look, and you can see everything that you need to see from that account perspective, I can see

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Derek Cassese: emails. I can see contacts. I could also see service whether that’s Service Cloud or an integration service. Now.

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Derek Cassese: it would be great to know if they just opened a case, and they have an issue, so that I’m going in there with that knowledge, instead of being blindsided by the fact that they just opened up a case. So it’s putting those tools in the hands of the sales team so that they’re

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Derek Cassese: as equipped as possible to close more deals.

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Andy Whiteside: Yeah, Fred, I was talking about. You know, projects and projects going sideways or something, and we need every we need every element possible to aggregate things back to Salesforce to keep the sales team in the loop as well as their own. You know a bill, their own desire to know what’s going on. So that we can get in front of potential customer concerns which are gonna lead to sales issues later.

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Fred Reynolds: So I like with Derek with that, because obviously with something, I worked on my past, and being part of managed services and and having customers that we supported that, how do you salesforce for sales? I mean, this is what we did right to to your point, Derek. From your service side. You know. What are you doing to provide services for that customer, making sure that information is aware in the system. So they know just like problems, issues or things that are going on. Another thing is, is the customers landscape? What is the customer have that you’re providing?

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Fred Reynolds: And how is that relevant to things that may be in minus one or things that could be updated, or campaigns you have going on so that whole marketing, the sales at all ties together. The more information you have, the more you can build on that. Put it for the customer. Did you know, or would you like to trial period of this, or would you like to upgrade, that you can promote more sales by putting in front of them and making them aware that they may not know nobody’s told.

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Fred Reynolds: So can even automate that from a having it automated from that that mobile app you talked about making that the salesperson aware. You get ready to walk in this customer meeting, and this is the combination of what they have. We have a new marketing around this. Make sure you talk to them about that.

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Derek Cassese: Yep, and there’s A, there’s a whole suite of tools. And obviously, we, we can’t get it all that on this one podcast, but there’s a whole suite of enablement tools, for example, next, best action

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Derek Cassese: which can trigger, based on characteristics of the account, and tell the rep what the next best action might be. It might be, hey? You need to set up, you know. Set up a meeting with this person, or you need to recommend support to this individual to help with upsell. There’s sales cadences where you can. If you know, you can streamline the onboarding

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Derek Cassese: and basically help the sales reps kind of move through a process, a defined process to help move opportunities from one stage to another. So all those tools are are built into the platform.

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Fred Reynolds: That’s perfect.

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Andy Whiteside: All right during next section says, can sales force also work with B to C business to customer, and B to B shopping and commerce?

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Derek Cassese: Yep.

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Derek Cassese: so we’re and you know there’s a diagram in this article. It called the wheel internally, and you know, at the top it’s sales, and at about, you know, 10’clock service marketing’s at, you know, 20’clock. Commerce is 30’clock.

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Derek Cassese: And that’s where we’re at right now. And yeah, so there is, and you’ll you’ll get to know that it’s it’s commerce cloud, right marketing, cloud service, cloud sales cloud, and it is so we. There is a a cloud dedicated to B to C and B, 2 B shopping carts.

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Derek Cassese: and you know that starts to you start to kinda get this Lego approach. So think of like the traditional use case of somebody with a shopping with a shopping cart online. What do you do with a abandoned shopping cart? Right? We get them all the time. I’m sure you’ve done this. You go somewhere. You put something in. You leave and they get an email. Hey? You left something in your shopping cart. Well, that’s all coming from a platform like sales salesforce.

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Derek Cassese: working in conjunction with commerce, cloud and marketing cloud, sending those emails, bringing that attention to the customers to try to get them to come back

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Derek Cassese: and rep and purchase whatever was in the cart and commerce cloud. Is that solution for the customers that are looking to. Do. You know, online retail on time? Online commerce?

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Andy Whiteside: There, historically, I always view that as some type of you know database that somebody constructed these days. Is it mostly on a platform like salesforce? Or is a lot of people that still have it in these, their own little proprietary databases that need to move into a platform.

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Derek Cassese: I would say that there’s I’d say that there’s probably still a bunch of people that need to move, only cause they’re a little

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Derek Cassese: concerned about moving to something new. But I mean it

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Derek Cassese: to be competitive in today’s space. You really do need to be on a platform like this with its agility. And

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Derek Cassese: you know, and that’s that’s another thing I wanna touch on that I find really fascinating with salesforce. And what drew me to go work there for 5 years was the fact that

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Derek Cassese: you don’t have to have, you know, 5,000 employees to use this software. If you, I mean, you can literally buy this software. Obviously, you have to pay for it. But I mean, you get the same. So if I’m a 4 person shop.

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Derek Cassese: I’m getting the same capabilities that a enterprise, you know, 20,000 employee customers getting. I’m getting the same bits. I’m getting the same software.

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Derek Cassese: so I find that fascinating.

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Andy Whiteside: Well, that kind of goes back to. Yeah. You get all the magic of this plus. It’s the way it’s done. As a you know, single environment with multiple instances, you know, instance, per customer or more allows it to be scalable for both the biggest of the big, but also for the small.

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Derek Cassese: Yep, and that was kind of the the driver. When you know, when we talk about AI is putting AI in the hands of everybody, not just the people that have. You know, the multi-million dollar budgets, and you know.

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Derek Cassese: thousands of employees. But let’s let’s let everybody have some of this stuff. Let’s let everybody have a fair shot.

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Andy Whiteside: because I mean the reality of it is just like small business, United States it. It is the bigger business.

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Andy Whiteside: It’s just carved up Chunk in a bunch of different instances. A bunch of different people.

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Andy Whiteside: Correct, Fred, any comments about the commerce point here.

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Fred Reynolds: No, I’m good. I enjoyed listening in all that. So nothing to add, I should say.

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Andy Whiteside: What about customer service? Are there salesforce tools for that?

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Derek Cassese: Yes, indeed. So I mean, that’s really the true main, the true, probably most popular pieces from my perspective are sales, cloud and service cloud.

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Derek Cassese: and you know, this is where we’ve, you know, very similar to a service. Now, where you’ve got cases, you’ve got knowledge, base chat bots. You’ve got the ability to self service with web web web based front ends.

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Derek Cassese: You know, the the service service cloud is a full featured

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Derek Cassese: service solution. And it’s built obviously right into right in the platform right next to Sales Cloud. And like, I said, if you think about this.

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Derek Cassese: you know with that right there in the platform, I now can see everything that the customer

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Derek Cassese: is doing from a service perspective. You know, I may have opportunities open but I’m also aware of issues. Is that no more do I get blindsided by stuff. You know, not knowing that they have cases of support cause it’s a separate system.

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Andy Whiteside: If I go back to this whole thing. It all centers around the Crm. And if you go back to kind of this kind of comment, we all make all the time and in business. In the business world the customers always write. It’s that customer centric approach

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Andy Whiteside: that everything comes from that makes sense for the platform to be constructed the way it is.

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Fred Reynolds: Freddie comments on this one. Well, I would say, just like what we talk about, and the building blocks. And you see the wheel that Derek talks about. I mean, if you really want to achieve really good customer experience and customer satisfaction, I mean, part of it is having that full view. So, having a customer service arm of this that feeds into it, that lets it know again, like Derek said, what is part of it integrated to this are really extremely important

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Fred Reynolds: part of it, and I will tell you I deployed all of this in a previous role for a specific customer set in Germany and did it all into in, and it worked very well together. Right? Be able to have that service side tied into the sales side, and everybody share that information across all channels made it very easy to use. Yeah.

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Andy Whiteside: So, based on my background and the background of Zintigro, the last conversation around services was was interesting. Now, of a sudden, I’ve got this comment. What about it there? Where does salesforce fit into an it world?

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Derek Cassese: Hello!

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Derek Cassese: Couple of different areas. The one that really, I think, is pertinent that we can talk about here is, it’s, you know, essentially an an application platform as a service.

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Derek Cassese: So we’ve talked about sales, cloud service, cloud marketing, cloud

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Derek Cassese: commerce cloud. And you can also just buy a platform license.

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Derek Cassese: And what that means is you get the the platform

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Derek Cassese: without the pre-packaged pieces that those other clouds give you, and what I mean by that is, that in Sales Cloud you have an account.

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Derek Cassese: You have a contact. You have an opportunity.  in

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Derek Cassese: marketing, you know, in commerce, cloud, you may not have a account contact. You may have a customer, right? And so the data model shift based on the language that you use for what you’re trying to solve. And it’s all done for you. You can get the platform and build any application that you want.

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Derek Cassese: So, for example, I’ll go outside the box here if you wanted to manage like a football team with salesforce. Then you would have player.

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Derek Cassese: You wouldn’t have a you wouldn’t have in a a a contact or a customer. It would be a player. Name of a player. Position for the player. Custom fields, are they? First string? Second string? Are they, you know? Have you signed a contract? All that stuff could be completely customized and managed online with the salesforce platform.

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Andy Whiteside: No. Do do you see salesforce growing in this this piece? Yeah, I mean, this is a, this is a pretty big. This is a pretty big area from a perspective of

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Derek Cassese: you know, applications. You know, online web applications. And, interestingly enough, you know. Sometimes you may not even notice that it’s salesforce. Right? It’s it’s the back end of this is a salesforce app. But it’s you know, you’re accessing it through a website or something that you’re you’re not even really aware that it’s back ended by salesforce, which is which is common.

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Derek Cassese: Because again, most people associate it with just Crm.

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Fred Reynolds: right there I have a question for you because you spent 5 years of salesforce. So I’m done. You know this from some of the customer conversations I have when people think about salesforce it, organizations even where I was, even though it the organization I was getting to pay for salesforce. We didn’t really own it. We weren’t the driver. It was a sales organization. So I’m seeing some of that training and other places, too. Do you think the days of salesforce kind of being perceived as being a sales and sales only tool

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Fred Reynolds: coming into it? Organizations to own the tool and use the tool and promote the tool? Or did you see different than that when you were working at salesforce?

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Derek Cassese: No, yeah. I mean, so a lot of the conversations of adopting salesforce, or from the business perspective.

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Derek Cassese: like a a lot of business, a business owner.

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Derek Cassese: the the it folks will get involved when it comes to like multi-factor authentication or integration with third party platforms and services.

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Derek Cassese: Encryption things like that. But I will say that with

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Derek Cassese: the movement of AI and large language models and and whatnot. II feel like it is going to be a little bit more involved from the perspective of securing corporate data.

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Derek Cassese: even more so than they have been. Just because, you know, now, we’re actually

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Derek Cassese: putting AI out there to take a look and leverage corporate data for modeling and whatnot. So from that perspective, I do see them getting more involved. But I do. Still, II don’t really. I still think that the ownership and the drive is mostly coming from the business still to from my perspective.

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Andy Whiteside: Well, in theory it always should. But IT kind of, you know, dictated and took over a lot of the technology platforms and things that happened and

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Andy Whiteside: the business driving it while it advises and tries to help secure it and make it more efficient, makes perfect sense to me.

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Fred Reynolds: But I think this articles kind of say that it organization should utilize it and gain them 18% decrease. Right? That’s why it’s going to be difficult for an It organization to to use it unless they really understand they have some ownership of it, and what it can do for them versus. Just look at it as a pure sales tool. That that was kind of the point. I would drive right? You have to get a CIO that understands how it can be used to other areas. And just maybe just a sales. Only.

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Derek Cassese: yeah. And it’s and I’m sure you did this. I’m sure you did right. It’s the platform consolidation effort you buy into one of these. It’s okay. Well, wait a minute. We’ve got 2 or 3 things. Now do the same thing all right, and then you have to start saying that can salesforce do it. That should be top of mind, and if it can.

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Derek Cassese: then you look and see all right. Is it? Does that satisfy what we need? And you know you could have a couple of different application development platform products. What have you that you could fold in to put to the platform of salesforce? And now you’re consolidating even more on the platform.

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Fred Reynolds: agreed. No, I love it

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Andy Whiteside: alright. Next section says, see an example of salesforce at work, Derek, I think this could be its own blog.

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Derek Cassese: Yeah, that one, that one we could, you know we could probably do.

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Derek Cassese: It’s it’s really like. So what sales, you know, storytelling right? This is a big part of.

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Derek Cassese: and if you’ve ever ha go to a a meeting with salesforce you know, it’s the art of telling a story to kind of get the point across and how the products work. And this is about Loriel, who’s been showcased in a lot of the dream forces and whatnot. And it’s just showing

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Derek Cassese: all of these things coming together. For you know this, you know this company to

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Derek Cassese: satisfy all the customer needs, and you know, they touch on service sales, cloud marketing, etc. Through through this discussion. Yeah, maybe maybe we do that. Maybe tee that up and go through these one at a time and talk through

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Andy Whiteside: the different use cases and what they did with it.

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Derek Cassese: Yep

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Andy Whiteside: next. And next and almost last section says, what is salesforce best known for

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Derek Cassese: Yup. So we’ve touched on that a couple of times. But I would say that if you asked if you went out on the road.

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Derek Cassese: people would probably say, Oh, crn.

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Andy Whiteside : oui.

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Derek Cassese:  and that’s why, you know, II wanted to kind of talk about this, because, you know, there’s a lot of people that probably don’t realize

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Derek Cassese: how much, and we haven’t even touched on all of it. But Crm is probably what it’s best known, for it’s also probably best known, for you know.

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Derek Cassese: being the kind of the leader in this space by a significant margin, as we saw at Dream Forest last week.

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Derek Cassese:  The other thing is that.

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Derek Cassese: you know Salesforce likes to talk about their 1 1 one model. and that’s their philanthropic model where they

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Derek Cassese: they donate. You know, time product. to the community.

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Derek Cassese: And you know, for example, they’ve given, you know, they give nonprofits 10 free licenses.

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Derek Cassese:  of the software. They, you know, allow employees 58 h

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Derek Cassese: of community service. So that’s another. You know. Th, this is, it’s all about the community. It’s all about the kind of culture that salesforce is cultivating with the product and the folks that use it. And it’s really, you know, coming from somebody that’s worked inside salesforce, you know it’s

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Derek Cassese: infectious, as far as I can say is that you get customers that start a Br embracing this platform

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Derek Cassese: and the marketing that they’ve put around it with the characters and the you know, the the cartoon look and feel of trying to make something complicated. Not be complicated is, is really impressive from that perspective. Right?

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Andy Whiteside: Read any comments on this part.

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Fred Reynolds: No, I mean, you know you speak salesforce, everybody knows is Number one Crm and and has been. I think that’s when it started. That’s what it did. So no, for I think but started to understand more of what it’s known for, too. And like they said, no generosity, they’re given to nonprofits. The licenses use of that donation of time did not know that until recently. So that’s really good. But yeah, definitely what it’s done for Crm for sure.

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Andy Whiteside: Well, I’m gonna just repeat the Zintager Commercial from a little bit ago, and that is we. I’m I’m conflicted because I see all these other things we could do with it. And I wanna go do that. At the same time. I know that companies just like Zintigra is still is. It’s under using the Crm functionality. And there’s so much to be done there to help people get the true value they’re getting. They’re paying for out the tool just on the Crm side alone. So sales Cloud.

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Andy Whiteside: And then there’s all the other things that are gonna happen with marketing cloud service cloud and AI, and so on and so forth. Just just super excited to have such a little frustrated that there’s so many people struggling with something that’s so powerful, but also see the opportunity to make a really good business right? Because we see, what is it known for? Okay, that’s what’s known for. But there’s so many more things that can do. There’s some more ways it can help you, and you own it, so utilize it right? And Derek just needs to help some of these people understand how to do that, because they just may not know.

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Fred Reynolds: Don’t know what you don’t know.

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Andy Whiteside: Yeah, I look at it like it’s a it can box of Legos.

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Derek Cassese: and you’re either the type of person that gets a new Lego set, lays everything out, gets the instructions, and does everything step by step, or you’re the person that takes it out and just starts building some

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Derek Cassese: right? So you know, we can help with. I mean, the the both of those types of people need help with the salesforce platform, just from a perspective of. you know, understanding the ramifications of adding a custom object versus using a standard object, adding too many custom fields versus leveraging a related object. Things like that can really have an impact on the performance. And the you know the Usability.

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Andy Whiteside: Yep, yep. alright. Last one. And this is why is salesforce subsist with customers. And why are customers obsessed with salesforce? I added that second piece.

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Derek Cassese: yeah, like. So

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Derek Cassese: it it’s really like that whole vision right? Of what they call the customer. 360 is the whole

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Derek Cassese: point of all of this. It’s to. It’s to build that

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Derek Cassese: end to end.

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Derek Cassese:  vision of your customer so that you can turn around and provide

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Derek Cassese: that personalized experience that they want.

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Derek Cassese: and with the tools.

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Derek Cassese: And you know all that we’ve talked about today. And there’s, you know, even more from like analytics and AI and all that good stuff.

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Derek Cassese: those are the enablers to allow the customers to achieve that with their customers. Right? And but

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Derek Cassese: salesforce is

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Derek Cassese: hyper focused on that from a perspective of it’s literally the first value in the value. You know it’s it’s trust customer success. right? It’s the second value in their values. So yeah, they are. It is number one. Top of mind is about the customer.

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Andy Whiteside: Yeah, I love the. It’s about the customer motion. I love the help that fact. It was born in the cloud, and they just got so far out in front of everybody else that everybody else is an afterthought. It seems like they had a slide last week. At some point it showed their market share and everybody else’s. And it was. It was almost a joke. Where, you know, people are compared to where salesforce is, and yeah. Seems to have plenty of runway left

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Derek Cassese: Yup, I mean, and there’s a whole ecosystem on top of the platform which we haven’t even discussed. Maybe we to get into that next time they call the App Exchange. And I fo funny aside, real quick is that in in you’ll hear this in the book. But you know Benny off was a good friends with Steve Jobs, and

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Derek Cassese: he actually owned the app store URL and gifted it to Steve Jobs when he created the iphone. So that was, it’s pretty crazy when you think about like the impact. That that you know.

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Andy Whiteside: salesforce. And some of these big corporations like apple, etc., have had on what we do day to day. I thought that was a an interesting little tidbit from the book, so I’ll I’ll throw this to since into it seems like customers love salesforce. But almost every customer we talked to you wasn’t happy with how they’re using or how they rolled out salesforce.

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Derek Cassese: Yeah, it’s it’s that box of Legos. Right? It’s easy. And you know, we didn’t really get into the whole. No code. Low code concept by as well.

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Derek Cassese: of what this platform is strives to be declarative, and what I mean by that is point and click, not

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Derek Cassese: writing code. But like, I said before, right there’s, you know, if you’re not.

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Derek Cassese: if you’re not trained up or educated on like the fundamentals of how the platform works, then you may not realize that just by adding, You know, 15 custom objects

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Derek Cassese: is is.

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Derek Cassese: and not a good practice. It will work, it will work no worries nothing wrong as far as it working, but because it works doesn’t mean it’s the right way to do it right. And we’re getting into the whole best practice conversation there. And I think that’s where a lot of the frustration occurs.

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Derek Cassese: And then I also think a lot of the frustration occurs is because a lot of partners out there will come in and say, What do you want us to do? And somebody says, I wanna take 3 rights to take a left. It’ll say, okay.

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Derek Cassese: not the most efficient way to go left, though.

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Derek Cassese: Well, no, they don’t. They don’t tell them that they’re okay. Pay me to make those 3 rights happen for you. Yeah.

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Andy Whiteside: push back. They just

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Andy Whiteside: they say, Okay, and then another partner comes in and says, Well, you know, why do you make right hand terms? Make a bunch of those like, where are you going? What’s the point?

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Derek Cassese: Yep.

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Andy Whiteside: yeah. Alright, Fred, any any more comments on this section here.

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Fred Reynolds: Well, I think it’s great. It lies with Zintigo story customer first.

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Andy Whiteside: and then and then I look down, Derek, and there’s this last section, which is a whole. Another topic, section, or another element, or another degree of topics we could cover, learn more about the power of AI Crm and trust does sound like future podcasts? Oh, yeah.

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Derek Cassese: yeah, I mean, we’ve we’ve only scratched the surface. I mean, there is. you know, there’s a ton of areas that we’re gonna explore.

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Derek Cassese:  you know, data cloud is another one that was announced at Dreamforce this year. So we’ll we’ll talk about that. And why, that’s important

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Derek Cassese: analytics. Why, that’s important. Tying it all together, though again, it’s it’s tying it all together on the platform is the key

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Andy Whiteside: Yup, and we’re here to help do that. So guys, I appreciate the time today. And Derek, hope we accomplished our goal of trying to simplify salesforce for people, including our own internal people as well as customers, that we’ll be working with anything else to leave us with before we let you go.

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Derek Cassese: No, I think that’s I think that’s a wrap for that one.

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Andy Whiteside: Yeah, alright, Fred, anything we should cover. No, I’m just excited to participate and listen to the rest that that come out looks like there’s a lot to cover. II do like the fact that salesforce seems to have a ton of blogs we can talk about. That’s gonna be limitless. There’s no lacking of that. Absolutely.

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Andy Whiteside: Alright. Well, we’ll do it again in 2 weeks. Thank you for your time.