• Customer Service: As a user: Customer Service is vital to any company. In fact whether you are a business owner or customer service professional how you handle your customers/users matters at every stage as a great or less than great customer experience can have major effect on your company/business.
As a company’s customer base grows there is need to develop good processes for managing customers and their information. Using an excel sheet for gathering customer data will grow cumbersome over time hence using a Customer relationship management tool like Salesforce is important.
As a customer service professional with skills and knowledge in Salesforce you become a valuable team player able to create different articles and forms on common issues, so that when issues arise, proven paths to solutions can easily be tracked down. Also, with Salesforce being an automated tool, your productivity as a customer service professional is maximized since information can be stored on a cloud for you to easily find, access and deliver effectively to customers. Salesforce improves your effectiveness with customer service and in turn facilitates good customer experience.

• Salesforce Administrator: Salesforce Administrators are a vital bridge between business and technology. Think of them as your trusted advisors on all things Salesforce. A Salesforce Administrator is a professional that best understands how to make the platform work for their company’s unique needs. Some companies may employ many people in this role. A Salesforce Administrator’s colleagues relies on them to maintain the platform, make it as easy as possible for users of any technical level to use Salesforce and stay updated on the platform’s new tools, capabilities, and updates. Salesforce Administrators have solutions for just about every team in a company, including sales, marketing, customer service, and more. Each department can learn from the Salesforce Admin how to use the Salesforce CRM platform most effectively. For example, with the help of a Salesforce Admin, a company’s sales people can set up personalized dashboards, fields, alerts, and reports to shorten the sales cycle and track every lead in greater detail.

• Customer Success Executive Managers: Customer success executive managers are trusted advisors with expert knowledge of the CRM platform. They help customers to achieve their desired business outcomes by leveraging the platform. CSE Managers get a 360-degree view of customers along with their interactions with sales, service and marketing. One of their key roles is to proactively analyze and identify customer issues before they escalate.
Most organizations sell products or services but they need to retain the customers they have acquired over time. A Customer Success Manager manages the customers an organization has acquired. For instance a software company like Loom is a video software you can use to record videos on your laptop and send to anybody on your team, utilizing the business version of Loom you are able to record a 40 minutes video, but the free version has a record timeline of 10 minutes but for Loom to retain revenue they need to encourage their subscribers to keep up with payments. This is where a Customer Success Manager comes in, what they do is to keep in touch with their subscribers and perhaps a subscriber faces any challenges they sort the challenges out and ensure continued subscription with them. Now to how they manage their customers, this software company will utilize the Salesforce CRM to manage their subscriber clientele, hence the importance of a Customer Success Manager understanding how to use Salesforce CRM.

• Account Managers and Sales Representatives: With Salesforce Account Managers and Sales Reps are focused on what needs to be achieved. Thanks to the provision of ready-to-access dashboard that documents everyday how sales teams are going about their planned goals Account Managers are able to keep track of activities and make informed decisions for company growth.

• Marketing Professionals: Marketing professionals use Salesforce to not only target the right person at the right time on the right channel but to build a marketing strategy around the customer journey and automate engagement. Marketing professionals use Salesforce Marketing Cloud to track and analyze results to optimize experiences and they act and react based on individual customer’s actions. Using Salesforce for Marketing helps improve Customer Acquisition, Lead Generation and Upselling opportunities.