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Books > Business & Economics > Business & management > Sales & marketing > Customer services
When was the last time you received WOW worthy customer service
from a business? Have you ever been curious how some companies
consistently deliver this WOW factor? Pattern for Excellence is
designed to help business owners create WOW Experiences on a daily
basis...not one customer at a time, but by building relationships
and uniting employees behind a greater cause. This amazing
phenomenon begins with your workplace culture and gets transferred
to your customers. But, how do you create a culture that over
delivers and delights customers? In reading this book, you will be
inspired to create a noble purpose in your organization and
establish a pattern of excellence. When your company successfully
masters these principles, amazing results start to materialize with
your customers...on a routine basis. Establishing a workplace
culture which consistently delivers WOW customer service is far
easier than you would believe. By following the steps in this book,
your organization will be on its way to creating raving fans in
your industry.
Learn about the Advanced Administration Certification Examination
and build a successful career in Salesforce administration About
This Book * Build your skills and knowledge to crack the Advanced
Admin Certification Examination * Leverage the advanced
administration capabilities of Salesforce and Salesforce1 *
Optimize and extend Sales Cloud and Service Cloud applications Who
This Book Is For This book is written for Salesforce admins who are
looking to gain an in-depth knowledge of the Salesforce platform
and grow their value in their organization. It will teach them to
implement and design advanced business process automation for the
benefit of their organization. What You Will Learn * Adopt
Lightning Experience to improve the productivity of your
organization's sales team * Create and maintain service
entitlements and entitlement processes * Process Builder basic and
advanced concepts * Different ways to deploy applications between
environments * Best practices for improving and enriching data
quality In Detail The book starts by refreshing your knowledge of
common admin tasks. You will go over Lightning Experience and
various security aspects. You will be shown how to implement
territory management in your organization and make use of custom
objects. From here, the book progresses to advanced configuration,
data management, and data analytics before swiftly moving on to
setting up advanced organization-wide features that affect the look
and feel of the application. Extend the capabilities of your
organization's Salesforce implementation by optimizing and
extending Sales Cloud, Salesforce1, and Service Cloud applications.
This guide will equip you with the tools you need to build a
successful career in Salesforce. Style and approach The book takes
a straightforward, no-nonsense approach to working with the
Salesforce CRM platform. It is filled with examples, advanced use
cases, and all the resources you need to be a Salesforce Jedi.
Develop and implement a fully-functional, systematic CRM plan with
CiviCRM About This Book * Develop an integrated online system that
manages contacts, donations, event registrations, memberships, bulk
e-mail, campaigns, case management, and other functions such as
activity tracking, grant distribution, and reporting. * Plan a
constituency relationship management strategy with ladders of
engagement that will improve how your organization realizes its
mission. * Use case studies and step-by-step examples to put the
raw concepts into real-life terminology and build your solutions.
Who This Book Is For The book is primarily for administrators
tasked with implementing, configuring, maintaining, and updating
CiviCRM, and staff users who are looking to better understand the
tools available in order to become power users. CiviCRM is software
that may be used by advocacy groups, non-profit, and
non-governmental organizations, elected officials, professional and
trade associations, government entities, political campaigns and
parties, and other similar organizations, and this book will prove
useful to all such users. What You Will Learn * Install and
configure your CiviCRM * Analyze your current workflows and
processes to translate them effectively into the CiviCRM model *
Build an integrated system to solicit, retain, and manage your
donors and members through robust management and reporting tools
for administrators * Raise more money with CiviCRM with effective
solicitation campaigns * Market events effectively and track
registrations and payments * Improve communications with
constituents using targeted broadcast e-mail campaigns * Track
ongoing communications with constituents including from Outlook and
Gmail using activities and case management tools * Take advantage
of the many CiviCRM tools to generate both simple and complex event
structures and manage registrants through every phase of the
project In Detail CiviCRM provides a powerful toolbox of resources
to help organizations manage relationships with constituents. It is
free, open source, web-based, and geared specifically to meet the
constituent relationship management needs of the not-for-profit
sector. Beginning with broader questions about how your
organization is structured, which existing workflows are critical
to your operations, and the overarching purpose of a centralized
CRM, the book proceeds step by step through configuring CiviCRM,
understanding the choices when setting up the system, importing
data, and exploring the breadth of tools available throughout the
system. You will see how to best use this software to handle event
registrations, accept and track contributions, manage paid and free
memberships and subscriptions, segment contacts, send bulk e-mails
with open and click-through tracking, manage outreach campaigns,
and set up case management workflows that match your organization's
roles and rules. With specific emphasis on helping implementers ask
the right questions, consider key principals when setting up the
system, and understand usage through case studies and examples, the
book comprehensively reviews the functionality of CiviCRM and the
opportunities it provides. With this book, you can help your
organization better achieve its mission as a charity, industry
association, professional society, political advocacy group,
community group, government agency, or other similar organization
and position yourself to become a power user who efficiently and
effectively navigates the system. Style and approach This guide is
packed with step-by-step tutorials and real-life examples
interspersed with practical advice and best practices on how to use
CiviCRM strategically. You will be able to quickly grasp and
implement the basic elements of CiviCRM before moving on to more
advanced tools.
Learn how to successfully administer, build, and manage Salesforce
CRM and Salesforce mobile solutions using real-world and best
practice techniques About This Book * See the latest best practice
Salesforce administration principles, gain real-world advice, and
understand critical design considerations to set up and customize
Salesforce CRM * This is a pragmatic guide to the key functions of
customizing and setting up the application for enterprise security,
user and data management, process automation, analytics, and mobile
features * Step-by-step navigation and descriptions of the features
of Salesforce CRM platform and clear guidance on the customization
and administration of the application * Identify what is covered to
create your own improved study guide for the certified
administrator examination Who This Book Is For This book is for
administrators who want to develop and strengthen their Salesforce
CRM skills in the areas of configuration and system management.
Whether you are a new administrator or a more experienced
professional, this book will enhance your knowledge and
understanding of the features of Salesforce CRM. What You Will
Learn * Manage and administer user records and password policies *
Configure and control the various organization-wide user interface
features in Salesforce CRM * Set up and maintain users, profiles,
and permission sets and administer appropriate security and login
access mechanisms * Apply organization security * Understand the
capabilities of the Salesforce CRM sharing model * Create, delete,
and customize fields, page layout, and list views for custom and
standard objects * Find out how Apex and Visualforce coding can be
used in Salesforce CRM * Implement the mechanisms for data
management * Discover the tools to import, update, transfer, and
mass delete data In Detail Salesforce CRM's Winter '17 release
offers a host of new features for CRM designed to transform your
sales and marketing requirements. With this comprehensive guide to
implementing Salesforce CRM, administrators of all levels can
easily acquire deep knowledge of the platform. The book begins by
guiding you through setting up users and the security settings and
then progresses to configuration, data management, and data
analytics. We swiftly move on to the setting up of organization
wide features that affect the look and feel of the application.
Process automation and approval mechanisms are covered next, along
with the functional areas of Sales Cloud, Service Cloud, Marketing
Cloud, and Salesforce Chatter. This book details Salesforce CRM
system administration in a practical way and is an invaluable
reference for both new administrators and experienced
professionals. At the end of the book, techniques to further
enhance the system and improve the return on investment Salesforce
mobile apps and mobile administration are covered, along with
Salesforce Adoption Manager. Every chapter is complete with a
section containing example questions of the type that you might
encounter in the certification examination. Style and approach This
book takes a straightforward, no-nonsense approach to working with
the Salesforce CRM platform. Filled with examples and use cases,
the book presents the facts along with seasoned advice and
real-world examples to ensure you have all the resources you need
to become a more informed Salesforce Administrator.
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