Salesforce’s latest data reveals a complex challenge for banks: while digital excellence is now essential for customer satisfaction, a fully digital experience risks alienating customers who value human connections at critical moments. Banks often feel torn between scaling digital capabilities and preserving the personal touch that fosters customer loyalty. How can they strike the right balance?
Tectonic: Elevating Complaint Management in Banking with Salesforce Customer satisfaction is key in banking, but complaints are unavoidable. Banking Complaints to Profits is not only learning from complaints but increasing revenue by them. Banking complaints also present a unique opportunity. Handled effectively, complaints can offer valuable insights that drive process improvements and ultimately strengthen customer relationships. Banking Complaints to Profits Banks need a robust, strategic complaint management system to capitalize on this opportunity. Such a system must go beyond simply documenting and resolving grievances. It must enable banks to proactively identify trends, assess root causes, and implement targeted solutions that address individual complaints and prevent future issues. Salesforce offers a comprehensive platform that can transform your complaint management process. Let’s explore how its key features align perfectly with the needs of a strategic approach. Streamlining Complaint Intake Salesforce simplifies and customizes the process of collecting customer complaints, aligning with your specific policies and regulatory needs. Its dynamic intake process ensures a smooth and compliant experience for your customers and your team. Efficient Complaint Lifecycle Management Salesforce streamlines the entire complaint management process, ensuring seamless routing to the right teams and individuals for swift resolution. Automated assignments, milestone tracking, and clear follow-up expectations (including Service Level Agreements) guarantee accountability and efficiency at every stage. Automated escalations expedite resolutions when needed, ensuring regulatory compliance and maximizing customer satisfaction. Securing Your Complaint Data Salesforce prioritizes data security with Shield and Financial Services Cloud’s Compliance Data Sharing Model to ensure the confidentiality of sensitive complaint information through robust access controls and permissions. This guarantees that only authorized personnel can view and interact with sensitive data, maintaining the highest levels of privacy and compliance. Centralizing and Unifying Your Data Beyond security, Salesforce eliminates information silos by centralizing complaint data from across your organization. This creates a single source of truth, providing a comprehensive and unified view of customer feedback. This holistic perspective enables deeper analysis, informed decision-making, and a more proactive and practical approach to complaint management. Harnessing Complaint Data for Continuous Improvement Financial Services Cloud’s Case Management and Data Processing Engines can give you a complete view of customer complaints and their lifecycle. By harnessing this case data within CRM Analytics, you can enhance the customer 360, proactively monitor trends, prioritize areas for improvement, and enhance the customer experience while effectively mitigating risk. The Future of Complaint Management: Salesforce as a Strategic Advantage In an increasingly competitive and regulated landscape, banks must be equipped to address customer complaints efficiently and leverage them for continuous improvement. By combining Salesforce’s power with a strategic, customer-centric approach, banks can turn complaints into a catalyst for growth, ensuring a more resilient and customer-focused future. At Tectonic, we’ve watched firsthand how a well-designed complaint management system can transform customer interactions from points of friction into opportunities for improvement. Our experience in the financial services sector has taught us that technology is only part of the equation. A comprehensive approach, encompassing data-driven insights, staff training, and ongoing process optimization, is essential for maximizing the benefits of any system. Chat with our financial services experts to learn how Salesforce can transform your complaint management process to deliver exceptional service and strengthen trusted customer relationships. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Salesforce Enhancements to Health Cloud and the Financial Services Industry bring about big changes for Health Cloud and financial services solutions. Enhancements Home Health Enhancements Health Cloud Deliver connected health in the home with new slot broadcasting, intelligent medication management, and a self-service patient portal. Provider Relationship and Network Management Enhancements Health Cloud Process referrals faster with automated intake, guided flows, and fax-conversion. Simplify provider searches with filters for conditions, services, and geographic location. Advanced Therapy Management Enhancements Health Cloud Use e-signatures to maintain FDA compliance with a digital trail of custody. Interoperability Enhancements Health Cloud Accelerate healthcare interoperability with clicks, not code. Use real-time APIs for EMRs, embedded analytics, and bulk data ingestion to simplify integration. Personalized Financial Engagement Financial Services Unify terabytes of customer data across legacy and third-party systems into a single view. Ignite your personalization strategy at scale by using out-of-the-box calculated insights to create targeted segments and improve employee efficiency. Automation Templates Enhancements Financial Services Deliver self-service embedded into your digital banking solutions, move faster with an expanded library of prebuilt service process templates, and streamline transaction disputes with a dedicated data model and smart intake capabilities. Transaction Dispute Management Enhancements Financial Services Streamline complex dispute processes to drive faster resolution. Generate personalized email communications drafts using prompts based on relevant customer data. Eliminate the inefficiencies of switching between systems and reduce operational costs. Actionable Segmentation Enhancements Financial Services Build more advanced lists with Data Cloud and AI-driven Propensity Scores. Drive business outcomes with new actions like adding list members to a Sales Cadence. Salesforce Enhancements to Health Cloud and the Financial Services Industry Stay tuned to Tectonic’s Insights for more details and news from Salesforce. Salesforce Enhancements to Health Cloud and the Financial Services Industry Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Optimizing AI’s Impact on Your Business: The Crucial Role of Data Quality in Salesforce In the ever-evolving digital landscape, the convergence of data quality and artificial intelligence (AI) is a linchpin for organizational success. Success depends on data quality within the Salesforce ecosystem. The synergy between Einstein, an advanced AI system, and Data Cloud underscores the pivotal role of high-quality, comprehensive, and real-time data. Thereby unleashing the full potential of AI-driven insights and interactions with customers and prospects. Let’s explore how data quality profoundly influences these two emerging features. This insight will be shedding light on the repercussions of poor data quality and how Einstein and Data Cloud can elevate your organization to greater levels of sales success. Understanding Data Value Depends on Data Quality: Quality data extends beyond merely addressing duplicate records or inaccurate phone numbers It isn’t just about ensuring the area code field doesn’t contain zip codes. It is more than aligning contacts to accounts. It encompasses factors such as completeness, accuracy, and timeliness in your CRM: Consequences of Bad Data: Poor-quality data leads to inefficiencies and wasted time. Oftentimes causing flawed decision-making and strains on organizational resources. More critically, these poor business decisions often lead to tangible financial losses. Transforming bad data into quality data is imperative. Quality is key for relying on it to enhance company performance, requiring ongoing strategies rather than a one-stop solution. The Financial Impact of Accurate Data: Accurate data holds immense value. With data volumes projected to exceed 180 zettabytes by 2025, organizations must harness the power of their data. Proactive handling of data quality not only ensures higher data quality but also mitigates the financial impact of poor data quality. The sooner a plan is implemented to enhance and sustain data quality, the fewer negative repercussions organizations face in leveraging their data for growth. Your next decision is based on your last data. Is it going to help you or hurt you? Salesforce Einstein and the GIGO Principle: Salesforce Einstein, positioned as Artificial Intelligence for everyone, underscores trust as a core value. The system’s ability to create relevant and timely content and interactions is contingent on the quality of the data it operates on. Similar to the historical concept of “Garbage In, Garbage Out” (GIGO), AI results are only as reliable and valuable as the completeness and accuracy of the input data. No surprise, right? Introduction to Salesforce Data Cloud: Enter Salesforce Data Cloud, a platform allowing the organization and segmentation of customer data from any source. This open, extensible platform enables data enrichment from various sources, creating an optimal customer record. This enriched record empowers Sales, Service, and Marketing teams to perform intelligently and swiftly, ultimately driving enhanced results for the company. The WIIFM Factor: Amidst discussions about AI and Data Cloud, addressing the “What’s in it for me?” (WIIFM) question is crucial for organization adoption. Individual organizations must evaluate the reliability and accuracy of their data and determine forward-looking strategies for maintaining quality data, regardless of the source. The common theme remains: for data to yield valuable insights, it must be complete, timely, relevant, and accurate. Ultimately, success depends on data quality. Like2 Related Posts Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more Salesforce Artificial Intelligence Is artificial intelligence integrated into Salesforce? Salesforce Einstein stands as an intelligent layer embedded within the Lightning Platform, bringing robust Read more CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more
What are Salesforce industry clouds? Salesforce Industry Cloud aims to fast-track the digital transformation within different industries by providing tailored solutions that can enhance customer experiences, streamline operations, and improve overall business efficiency. Industry cloud platforms use innovative technologies and approaches, such as packaged business capabilities, industry-aware data fabrics and composable tooling to go beyond traditional cloud and create added value. Over the past few years, Salesforce has dedicated efforts to develop industry-specific solutions, exemplified by offerings such as Financial Services Cloud, Health Cloud, and the Public Sector Cloud. These customized Salesforce solutions are created with industry experts to assist modernizing your business, saving you time, lowering costs, and focusing on your customers. Salesforce Industry Cloud Explained These specialized solutions take the foundational elements of Salesforce’s core CRM and tailor them to the unique needs of specific industries. In Health Cloud, the emphasis shifts from traditional Accounts and Contacts to focus on Families and Patients. Similarly, Financial Services Cloud redirects attention from standard Opportunities and Products to concentrate on Financial Holdings and Assets. To further enhance its Industries portfolio, Salesforce expanded with the acquisition of Vlocity in 2020. This acquisition broadened the spectrum of industry-specific clouds, extending into areas such as communications, media, and insurance. Whatever size your business, Salesforce has specialized solutions to support the capabilities your business needs to thrive and grow. Current Salesforce Industry Cloud solutions exist for: Automotive Communications Consumer Goods Higher Education Energy and Utilities Financial Services Government and Public Sector Healthcare and Life Sciences Manufacturing Media Nonprofit Professional Services Retail Technology Travel, Transportation, and Hospitality What are the benefits of industry clouds? Industry Clouds are specific offerings that are pre-built and packaged up for organizations to adopt. By implementing these solutions, you could reap a whole host of benefits, including a higher ROI, increased job demand, and better customer experience – all of which are essential in the current climate. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
The financial services industry is fiercely competitive, demanding quick access to customer data, seamless collaboration, and well-informed decision-making for growth and staying ahead. Slack and Salesforce Financial Services Cloud (FSC) serve as instrumental tools in achieving these objectives. By synergizing these two robust platforms, organizations in the financial sector can enhance efficiency and organizational structure. How Slack Works with Financial Services Cloud. Salesforce FSC, a cloud-based platform, offers an encompassing suite of applications tailored for financial services. It streamlines processes like sales, marketing, compliance, and customer service. Real-time access to customer data empowers finance professionals, enabling them to make informed decisions efficiently. Slack, an instant messaging platform, facilitates faster and secure communication, fostering collaboration among team members. It simplifies file-sharing across devices, ensuring universal access to essential information. Slack’s user-friendly interface organizes conversations, mitigating the challenge of managing communication across various platforms. The integration of Slack and FSC revolutionizes finance teams’ operations, providing unprecedented speed, efficiency, and collaboration capabilities. Real-time notifications from FSC within Slack enable swift responses to changes in customer databases or workflow processes. Collaborative efforts are further streamlined, as documents from both platforms can be seamlessly shared in Slack conversations, eliminating the need to toggle between platforms or search for files in different locations. In summary, the synergy between Salesforce Financial Services Cloud and Slack empowers finance teams to work smarter, faster, and more effectively, maintaining a competitive edge. Leveraging FSC’s robust features alongside Slack’s user-friendly interface equips financial services organizations with the essential tools needed for success in today’s highly competitive marketplace. Implementing both systems promises a significant boost for your business – are you ready to enhance your operations? Start integrating these systems today! Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Enhance collaboration and streamline workflows in the financial services sector with Slack integration. “We believe that to become the number one bank, we need to be the number one tech team. To deliver on the expectations of our clients, we need to give our employees access to the best tools, and Slack is one of them.” Martin Wildberger, Executive Vice President of Innovation and Technology, RBC Access Records with Ease: Efficient Shortcuts and Slash Commands: Financial Services Cloud for Slack: Salesforce Financial Services Cloud: Modernize Operations: Accelerate Decision-Making: Deliver Exceptional Customer Experiences: Unite Teams: Slack connects with all your favorite tools, such as Salesforce, Smarsh, Global Relay and more. Like1 Related Posts Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more 50 Advantages of Salesforce Sales Cloud According to the Salesforce 2017 State of Service report, 85% of executives with service oversight identify customer service as a Read more Event Monitoring Salesforce Event Monitoring Salesforce: Leveraging API for Insights Event monitoring, an API-exclusive feature, isn’t accessible via the Setup area; instead, each Read more
Salesforce FAQ – Salesforce CRM: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
nCino for Salesforce Overview: Ncino Salesforce nCino is a cloud-based banking operating system, offering a suite of solutions designed to automate the operations of financial institutions (FIs) and revolutionize client interactions in small businesses, commercial, and retail banking. The nCino platform digitalizes documents and processes, enhancing transparency in data and establishing an open ecosystem by operating as a data hub. It seamlessly connects and interacts with the FI’s core banking data, CRM data, data lakes, customer financial data, third-party industry data, and APIs. Is nCino the Same as Salesforce? While nCino is a bank operating system built on the Salesforce platform, it operates as a distinct entity. The nCino architecture is cloud-based and inherently versatile, utilizing Salesforce technology as its foundation. Relationship Between nCino and Salesforce nCino and Salesforce have a strategic partnership established in 2011 to empower financial institutions with digital innovations. This collaboration aims to drive efficiencies, deliver intelligence, reduce risks, and promote customer growth and loyalty in the financial services industry. The partnership involves deepening connectivity to Salesforce platform tools, including CRM, powered by AI and automation, and Financial Services Cloud. Expanding on this collaboration, nCino will enhance its integration with Salesforce to empower financial institutions further. The partnership extension includes updated commercial terms, improving nCino’s subscription gross margins and extending the term of the agreement to 2031. About nCino nCino is a global leader in cloud banking, providing a single Software-as-a-Service (SaaS) platform. It assists financial institutions in modernizing operations related to corporate and commercial, small business, consumer, and mortgage customers. nCino partners with over 1,850 financial service providers globally. For more information, visit www.ncino.com. Salesforce, Financial Services Cloud, and others are trademarks of Salesforce, Inc. For Media Inquiries: Natalia Moose Email: [email protected] Safe Harbor Statement This press release contains forward-looking statements within the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These statements are based on nCino’s historical performance, current plans, estimates, and expectations. Forward-looking statements involve risks and uncertainties that may cause actual results to differ materially. nCino does not undertake any obligation to update or revise forward-looking statements. These statements are subject to risks and uncertainties, including market adoption of the solution and privacy and data security matters. Further information on potential risks is available in reports filed by nCino with the U.S. Securities and Exchange Commission. For additional information, please refer to nCino’s filings with the SEC, available at www.ncino.com or www.sec.gov. Content updated January 2024. Like1 Related Posts Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Case Study: Health Payer/Provider Onboarding/Network Growth After doing their initial Sales Cloud implementation and SAP integration over 12 years ago, this company was only leveraging Salesforce Read more Acronyms for Quote-to-Cash Here is a helpful glossary of quote-to-cash acronyms you will hear in the Salesforce Ecosystem. AcronymMeaningDefintionACVAnnual Contract ValueThe annual revenue Read more Salesforce Unites Einstein Analytics with Financial CRM Salesforce has unveiled a comprehensive analytics solution tailored for wealth managers, home office professionals, and retail bankers, merging its Financial Read more
Can Salesforce do asset management? You can manage assets in Consumer Goods (desktop) and in the Consumer Goods offline mobile app in Salesforce. Let’s understand the process in detail. Create Asset Templates and Asset Types: Before you create assets, ensure that admins have created asset templates and asset types. Assets are items, such as refrigerators or freezers, that you place at a customer location (retail store) to increase your sales. Assets are also items you use in your business such as vehicles or computers. As an asset’s owner, you’re responsible for the maintenance, repair, or any other services required for the asset. Managing assets efficiently can help reduce customer complaints and, in turn, increase your brand value. By actively tracking your assets’ conditions, you can budget better, reduce losses, and ensure employee safety. What is the use of asset object in Salesforce? So, Assets are used quite frequently by sales, customer service in your back office. Assets are a standard object. It comes out-of-the-box with Salesforce. And being a standard object we can add custom fields, validation rules, record types, multiple page layouts. How do I create an asset for a product in Salesforce? Create an Asset What is the asset state period in Salesforce? An asset state period represents a time span when an asset has the same quantity, amount, and monthly recurring revenue (MRR). An asset has as many asset state periods as there are changes to it (asset actions) during its lifecycle. The dashboard and related pages show the current asset state period. What is the difference between subscription and asset in Salesforce? Use subscriptions to keep records of subscription products you’ve quoted or sold. Use assets to keep records of stand-alone products you’ve quoted or sold. You can use these records later to manage amendments and renewals to your opportunities and orders. How do I enable assets in Salesforce? Enable Asset Scheduling in Salesforce Scheduler How do I create an asset in Salesforce CPQ? Salesforce CPQ creates assets when you click Contracted on an opportunity or order. The asset creation process varies based on your account’s renewal model and the value of the asset conversion field on the product you’re contracting. How do you renew assets in Salesforce CPQ? Select the assets you want to renew, and then click Renew. Salesforce CPQ creates a renewal quote, associates it with a renewal opportunity, and opens the quote line editor. Edit the quantities of the assets from your original quote as needed. You can also add new products. What is an asset state? Asset State denotes the different states of assets in the organization such as assets in Use, In Store, Expired and so on. Apart from the default asset states, you can create custom ones. You can also enable or disable ownership and scan for custom asset states you create. Note that Salesforce also has a Digital Asset Management (DAM) capability. Where is asset library in Salesforce? To view asset files in Files home, select Libraries and then select Asset Library . To view and edit asset files in Setup, enter Asset Files in the Quick Find box, then select Asset Files. For more information on Salesforce Asset Management, contact Tectonic today. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Salesforce has unveiled a comprehensive analytics solution tailored for wealth managers, home office professionals, and retail bankers, merging its Financial Services Cloud with Einstein Analytics. This amalgamation, known as Einstein Analytics for Financial Services, harnesses Salesforce’s robust query engine and interpretation layers, fueled by the enterprise data analytics prowess acquired through BeyondCore in 2016. Salesforce Unites Einstein Analytics with Financial CRM This integrated platform – Salesforce Unites Einstein Analytics with Financial CRM – offers two prebuilt analytical models, meticulously designed to gauge client churn (identifying clients at risk of leaving) and the potential for clients to bring additional assets to a firm. These models, while prepackaged, can be tailored to specific needs, providing insights into future scenarios within the firm. Advisors can leverage these models to assess client characteristics against firm-wide benchmarks and receive actionable suggestions to enhance client retention. Home office professionals and data scientists have the option to delve into the underlying mathematical frameworks of these models, allowing for customization if required. While the tool offers enterprise-level benchmarking, firms can incorporate their own industry-specific data to run the models, ensuring tailored insights. This initiative builds upon previous endeavors integrating machine learning into Financial Services Cloud, which aimed to identify crucial life events and offer actionable recommendations. The decision to develop a more holistic solution stemmed from observing customer behavior and the growing trend of custom dashboard creation. By streamlining and prepackaging these insights, Salesforce aims to accelerate adoption and empower users to focus on their core tasks. Although customization remains a key feature, the platform aims to simplify adoption by providing templated solutions. However, the efficacy of insights depends on the quality of the ingested data, emphasizing the importance of data aggregation and normalization. Future updates are expected to introduce additional machine learning models focused on reducing heldaway assets and increasing assets under management. Developed in collaboration with diverse stakeholders, ranging from enterprise financial advisors to firms of varying sizes, the service is priced at $150 per user per month. It’s not a standalone product and requires integration with Financial Services Cloud or Einstein Analytics Plus. Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Here is a helpful glossary of quote-to-cash acronyms you will hear in the Salesforce Ecosystem. Acronym Meaning Defintion ACV Annual Contract Value The annual revenue generated from each customer contract, each year. ARR Annual Recurring Revenue The annual revenue generated from all customer contracts (ie. the company-level revenue), a metric used by subscription-based businesses (such as those offering SaaS – software as a service). CLM Contract Lifecycle Management CLM tools manage the complexities of the contract lifecycle: the creation of the contract itself, which can range from a simple, single-page agreement to a massive list of specifications and amendments. Then you have the negotiation process and the approval process. And finally, you must manage the post-approval period, which generally consists of administering the contract, enforcing terms, and data reporting (source). CPQ Configure Price Quote CPQ tools enable sales teams to quickly and accurately generate quotes. Salesforce CPQ is an add-on product that sits on top of Sales Cloud. There are multiple CPQ tools that can be integrated with Salesforce. MDQ Multi-Dimensional Quoting Commonly used for quoting with multiple years/terms/segments where you may have a ramp-up in price over the course of the segments and/or a ramp-up in the quantity of the product being sold. SKU Stock Keeping Unit “A unique number assigned by a retailer to items in their inventory” (source). A SKU in the computer system ties directly to a physical product through a bar code. TCV Total Contract Value The total revenue generated from each customer contract, for all years. For example, a 3-year contract with $1 mil ACV will be $3 mil in TCV. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
