Salesforce Web 2.0

With the changing nature of the workforce and the advent of technology that enables more mobile work, this essay will explore the use of Salesforce, the online customer relationship management software, for employees. As well as analyse, using theory, the conditions needed to enable virtual work this essay will also look at the generational issues that could impact the use of software available online for work away from a fixed location, in other words, virtual work. Whilst attempting to be clear and succinct this essay would focus on the use of Salesforce by customer relationship agents in a telecoms company.

The Salesforce platform and its associated CRM software is an online software service that is provided on the cloud, meaning it functions from fixed servers in fixed locations, which is owned and operated by Salesforce and is provided online via servers not based within the online or offline infrastructure or servers of the company using the technology. Such software is known as software as a service and enables work to be carried out time and location independent, meaning it is carried out independent of location, thus the work can be carried out just about anywhere, and it is carried out independent of time, thus work can be carried out beyond a 9am – 5pm office hours remit by customer relationship agents. Customer relationship agents are employees that attempt to reduce churn in customers from companies by resolving escalated customer service problems as well as offering discounts and offers to reduce the possibility of customers leaving the company and signing onto new contracts. In essence customer relationship agents serve two roles, firstly an active customer service representative role, dealing with customer needs and complaints, as well as an active sales role by selling customers new services and products, often at discounted rates, that are not provided to new customers to keep valuable customers from leaving – this is because it is cheaper for...