Salesforce CRM Software: What It Does, How It Works, and Its Benefits to Businesses


In this article, we will answer some basic questions about Salesforce, its CRM software, and how it works. We will also explore how Salesforce can be used for marketing, sales, customer service, B2C and B2B commerce, and IT.

What Does Salesforce Do?

Salesforce is a customer company that helps businesses manage and leverage their customer data. Many companies struggle with silos and lack of integration between departments, resulting in a fragmented view of the customer. Salesforce’s software breaks down these silos by providing a unified platform that allows different teams, such as sales, marketing, service, commerce, and IT, to have a single shared view of the customer. This helps businesses build strong, lasting customer relationships and improve customer satisfaction.

How Does Salesforce Work?

Salesforce’s portfolio of products and services, known as Customer 360, uses AI and real-time data to enable businesses to better understand and engage with their customers. With Customer 360, customer information flows seamlessly across departments, allowing sales teams to make informed product recommendations, service teams to provide faster support, and customers to resolve issues on their own. This unified view of the customer also helps businesses lower costs, increase productivity, and drive efficient growth.

Using Salesforce for Marketing

Salesforce offers a range of marketing tools that help businesses create personalized and engaging experiences for their customers. With Salesforce Marketing Cloud, businesses can connect with their customers through various channels, such as email, web, social, mobile, and ads. The platform also provides unified analytics and AI insights to optimize campaign performance and increase customer engagement. Businesses that use Salesforce for marketing have seen an average increase of 31% in customer engagement and a 27% decrease in customer acquisition costs.

Using Salesforce for Sales

Salesforce was originally designed for sales teams and aims to help businesses reduce costs, increase productivity, and win more deals. With Salesforce Sales Cloud, businesses can automate and scale their sales processes, gain real-time insights and recommendations, and connect with customers at every touchpoint. The platform also leverages AI to generate sales tasks, compose personalized customer content, and improve sales workflows. Businesses that use Salesforce for sales have realized significant cost savings, increased sales productivity, and improved win rates.

Salesforce for B2C and B2B Commerce

Salesforce provides tools that help businesses create seamless and personalized shopping experiences for both B2C and B2B customers. Salesforce Commerce Cloud enables businesses to maximize revenue by delivering personalized shopping experiences across different channels and removing friction from the buying process. The platform allows customers to start their shopping journey on one channel and complete it on another. Businesses that use Commerce Cloud have seen a decrease in order placement costs and an increase in online revenue.

Salesforce for Customer Service

Salesforce offers customer service tools that help businesses scale their customer support, maximize ROI, and improve efficiency. With Salesforce Service Cloud, businesses can manage customer interactions across different channels, such as chat, SMS, and social messaging apps. The platform leverages AI to personalize and expedite service interactions, generate knowledge articles, and auto-generate chat replies. By connecting customer data and utilizing automation and intelligence, businesses can provide seamless customer experiences and resolve cases faster.

Salesforce for IT

Salesforce provides tools and solutions that help businesses automate processes, build intelligent apps, and secure data. With Salesforce’s low-code platform, businesses can customize and automate processes to improve scale, transparency, and security. The platform also allows businesses to integrate with third-party partners and run Salesforce apps from anywhere in the world. By using Salesforce, businesses can decrease IT costs and increase productivity.

Example of Salesforce at Work

An example of how Salesforce Customer 360 helps deliver success is seen in L’Oréal, a company that combines beauty and technology. L’Oréal uses Customer 360 to build individual consumer journeys based on real-time and historical data. Through integrated AI-powered recommendations, L’Oréal has seen double-digit increases in average order value from its websites. The company also uses Salesforce to consolidate data across brands and channels, providing seamless experiences for customers and better employee experiences. By leveraging the power of AI and uniting their teams with Customer 360, L’Oréal delivers ultra-personalized consumer experiences on a global scale.


Salesforce is a cloud-based software company that provides CRM tools and solutions to help businesses manage and leverage their customer data. Salesforce’s Customer 360 platform enables businesses to unify their teams, automate processes, and deliver personalized customer experiences. With a focus on customer success, innovation, equality, and sustainability, Salesforce aims to help businesses build strong, lasting relationships with their customers. Whether businesses need tools for marketing, sales, customer service, commerce, or IT, Salesforce offers flexible solutions that can be customized to meet their specific needs.

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