Module 5: Prerequisites for Gainsight

Module 5: Prerequisites for Gainsight

Objectives of Module 5:

By the end of the module, the participant will be able to :

 

Topics covered:

Gain awareness of the CRM / CSM Domain

Start on all the knowledge repositories - forums, confluence links etc

Understand how Salesforce works.

Understand how Gainsight leverages the platform.

Understand the High level architecture.

Have a familiar understanding of Force.com / Heroku.  


Four lessons:

 

You will now start with Lesson 1: Gain Awareness of the CRM and CSM Domain.

 

Understand the area of CRM and CSM and its background

Lesson 01: Gain awareness of the CRM and the CSM Domain

Objectives

By the end of this lesson, you will be able to

  • Understand the area of Customer Success Management (CSM)

  • Understand the area of CRM

What is CRM ?

http://en.wikipedia.org/wiki/Customer_relationship_management

 

 

Basics of CRM

Customer Relationship Management (CRM) works by gathering information about customers and analyzing the information collected. It is a business strategy that is designed to improve customer service. It also aims to increase customer satisfaction, manage the best customers effectively, and gain new quality customers, thus increasing a business’s profitability.

An example of this would be supermarket discount cards. When a consumer scans his or her card, and then his or her items, the items that customer bought are entered into a database. This gives businesses an accurate idea of which customers buy what. Businesses then analyze this information. After analyzing the data collected, businesses can adjust their marketing campaigns and increase sales. Customer Relationship Management brings the company closer to the customer. CRM closes a “relationship gap” that can be formed between the business and its customers.

CRM is also useful for customer service. Businesses can use automated CRM applications to analyze customer complaints, or compliments, and change the business processes accordingly. Interestingly enough, CRM products also run many automated call-centers for businesses (I.E. customer service systems). CRM applications and practices are used to make businesses more efficient and improve customer satisfaction.

For more information on CRM, please click the following links:

http://www.slideshare.net/premofcal/the-basics-of-crm

http://intellinova.com/crm/strategy/crm-for-beginners-customer-relationship-management-basics/

http://en.wikipedia.org/wiki/Cloud_computing

https://jbarasoftware.jira.com/wiki/pages/viewpage.action?pageId=61603935

http://intellinova.com/crm/strategy/crm-for-beginners-customer-relationship-management-basics/

http://intellinova.com/crm/strategy/what-you-need-to-know-about-crm/

http://intellinova.com/crm/strategy/crm-turning-customers-into-clients/

 

Topic 2: Understand the area of CSM


In the first Module, Lesson 1, we've covered the basics of Customer Success Management. Click the following link to know more about the background to CSM.

 

https://jbarasoftware.jira.com/wiki/pages/viewpage.action?pageId=61603935

 

Lesson 02: Gain awareness Salesforce and Heroku Environments

Objectives:

By the end of this lesson, you will be able to

  • Understand Salesforce environment and gain the knowledge related to it

  • Understand Heroku environment and gain the knowledge related to it.

 

Topic 1: Understand Salesforce

Salesforce.com is a cloud computing company headquartered in San Francisco, California. Though its profits come basically from a customer relationship management (CRM)  product, Salesforce also tries capitalizing on commercial applications of social networking through acquisition. As of 2015, it is one of the most highly valued American cloud computing companies with a market capitalization of $50 billion although the company has never turned a GAAP profit since its inception in 1999

The above picture gives an overview of all the different Service offerings from Salesforce.com

You can get an overview of the various cloud bases services from the page: http://www.salesforce.com/in/products/

Following is the list:

Force.com is the PaaS that Salesforce offers for Developers to build their own Apps and host on Salesforce, of course with their own set of Governor limits. These Apps can be listed in the Salesforce's AppExchange (Ex : Our own Gainsight app)

The technologies that Force.com allows devs to build apps with:

Apex:
Apex is a proprietary programming language provided by the Force.com platform to developers similar to Java. It is a strongly typed, object-oriented programming language, following a dot-notation and curly-brackets syntax. Apex can be used to execute programmed functions during most processes on the Force.com platform including custom buttons and links, event handlers on record creation, updates or deletions and via the custom controllers of Visual force pages.
Due to the multi-tenant nature of the platform the language has strictly imposed governor limitations to guard against any code monopolizing shared resources. Salesforce have provided a series of asynchronous processing methods for Apex to allow developers to produce longer running and more complex apex code.

Visual force:
Visual force is the view control technology on the Force.com platform. It is an open/close tag based library with structure and markup very similar to HTML. Visual force can be used to create entire custom pages inside a Salesforce organisation in conjunction with many other front end technologies, such as HTML5, CSS3 and Javascript. One of the key benefits of Visual force is tight coupling to native features of the platform, such as controller methods and data access, that would not typically be available to other front end technologies.

Lightning:
In 2014, Salesforce revealed a new tool known as the Salesforce Lightning App Builder for rapid application development of responsive web interfaces.

Topic 2: Understand Heroku

Heroku is a Platform-as-a-Service (PaaS). It allows you to build a custom application and deploy it to their servers without any code changes. Heroku will then manage all the complexity of hosting and running the application.

Heroku lets you deploy, run and manage applications written in Ruby, Node.js, Java, Python, Clojure, Scala, Go and PHP.

An application is a collection of source code written in one of these languages, perhaps a framework, and some dependency description that instructs a build system as to which additional dependencies are needed in order to build and run the application.

The value in using a service like Heroku is in the development workflow. You can build an application on your local computer just like you normally would. Then use common Git commands to deploy your application. It makes the processes of deploying, configuring, scaling, tuning, and managing apps as simple and straightforward as possible, so developers can focus on what’s most important: building great apps that delight and engage customers. The idea is have a place where devs in a company can deploy their apps that can truly run and expand in cloud rather than having some dev run a script on their laptop that the company relies on.

It’s extremely easy to start and you don’t need to deal with the infrastructure. For startups that don’t want to spend time and money on setting up their configurations it’s fantastic – a true time saver.

Here are some links where you can learn a bit more about Heroku:

https://jbarasoftware.jira.com/wiki/display/GQ/Getting+Started+with+Heroku

https://blog.heroku.com/archives/2013/7/16/introducing-how-heroku-works

Learn Salesforce Basics here.

Learn Force.com Basics here.

Learn Heroku Basics here.

Lesson 03: Learn How Gainsight Leverages Salesforce

Objectives:

By the end of this lesson, you will be able to

  • Understand how Gainsight leverages the Salesforce platform

 

How Gainsight leverages the Salesforce platform

https://jbarasoftware.jira.com/wiki/display/GQ/3.+Install+Gainsight+on+your+orgs

https://jbarasoftware.jira.com/wiki/display/GQ/Gainsight+Overview

 

Lesson 04: High Level Architecture of Gainsight Product

Objectives:

By the end of this lesson, you will be able to

  • Understand the high level architecture of the Gainsight product

 

Topic 1: High level architecture of the Gainsight product

This video presents a complete overview of Gainsight Architecture. This is for internal use with the technical staff only. Please do not share this video with anyone. 

Click the following link and view the video. It takes 45 minutes for you to watch the entire video. 

Overview of Gainsight architecture

<<password: gainster>>

Few other links:
https://jbarasoftware.jira.com/wiki/pages/viewpage.action?pageId=61603943

https://docs.google.com/presentation/d/1i-RLqZBDh2hui5ILtbLhZVqwjK8l3XMZWUDG3Q-5WpQ/edit#slide=id.g628d6b051_2_34

MDA (Matrix Data Architecture)

MDA stands for Matrix Data Architecture and is a Gainsight application outside of Force.com and it adds capabilities to our core product. MDA adds capabilities to get user level data from various click-stream providers like Google analytic,Segment IO etc...

MDA has a ability to report on large volume of data. MDA address the scalability limits of Force.com

You will know more about MDA in the PPT. Request you to please click the link and view the presentation. 

For more information about MDA, click here. 


PPT about MDA

State whether the following statement is either True or False. "MDA stands for Matrix Data Architecture and is a Gainsight application outside of Force.com and it adds capabilities to our core product."

  • True
  • False

Which of the following is correct regarding Heroku?

  • Heroku is a Platform-as-a-Service (PaaS). It allows you to build a custom application and deploy it to their servers without any code changes.
  • Heroku does not allow you to deploy, run and manage applications written in Ruby, Node.js, Java, Python, Clojure, Scala, Go and PHP.
  • You have to make many changes to an application in order to run it on Heroku

State whether the following statement is either True or False: "Customer Relationship Management (CRM) is a business strategy that is designed to improve customer service. "

  • False
  • True