Salesforce CN

Salesforce CN

Salesforce CN is a localized version of the world’s leading cloud-based customer relationship management (CRM) platform, specifically designed for businesses operating in the Chinese market. Developed in partnership with Alibaba Cloud, Salesforce CN provides businesses with a comprehensive suite of tools for sales, service, marketing, and e-commerce, tailored to meet China’s unique regulatory environment and market dynamics. It aims to help companies connect with their customers and manage their digital transformation within the local ecosystem.

 

Key Features & Capabilities

• Localized Cloud Infrastructure: Hosted on Alibaba Cloud to ensure compliance with China’s data sovereignty laws and provide optimized performance within the region.
• Connected Experiences Gateway (CXG): A specialized component designed for the Chinese market, enabling integration with local social platforms and supporting social commerce, headless e-commerce websites, and mini-programs.
• Social Commerce: Facilitates building multi-channel e-commerce storefronts and mini-programs that empower customers to shop across various local platforms.
• Social Integration: Seamlessly integrates CRM services with popular local social platforms in China, allowing for sales and customer service through mini-programs.
• Core CRM Products: Includes localized versions of Salesforce’s global core products such as Sales Cloud and Service Cloud, providing robust functionalities for sales automation, lead management, customer support, and case management.
• Compliance with Local Regulations: Built with an understanding of China’s complex regulatory frameworks, including the Cybersecurity Law (CSL), Data Security Law (DSL), and Personal Information Protection Law (PIPL), to help businesses ensure compliance.
• Ecosystem Integration: Supports integration with other local ecosystem services like payment, map, and business intelligence (BI) tools to provide a comprehensive solution for businesses in China.
• Custom Application Development: Leverages the Salesforce Platform to allow businesses and developers to build and deploy custom applications tailored to specific Chinese market needs.

 

How to Use Salesforce CN

Using Salesforce CN involves adapting to the localized platform while leveraging the core CRM functionalities. Here’s a general overview:

1. Establish Alibaba Cloud Account: Companies typically need an Alibaba Cloud account to host their Salesforce CN instance due to local data residency requirements.
2. Configuration for China: Configure the platform to align with China-specific practices, including setting up ICP filing and ensuring compliance with local data regulations.
3. Integrate with Local Ecosystem: Connect Salesforce CN with Chinese social media platforms, payment gateways, and other local applications via the Connected Experiences Gateway (CXG).
4. Customize CRM Workflows: Adapt sales, service, and marketing workflows to suit Chinese customer behaviors and business practices.
5. Utilize Core and Localized Features: Implement Sales Cloud for managing customer relationships and sales pipelines, Service Cloud for customer support, and CXG for social commerce and engagement.
6. Train Local Teams: Ensure local sales, service, and marketing teams are proficient in using the localized platform and its unique features.
7. Monitor and Optimize: Continuously track performance metrics within the Chinese market and optimize strategies based on local insights and data.

 

Common Use Cases for Salesforce CN

• Driving Social Commerce: Building and managing e-commerce presences on Chinese social platforms and mini-programs to reach a vast consumer base.
• Localized Customer Service: Providing efficient and compliant customer support through integrated local communication channels and service cloud functionalities.
• Sales Force Automation in China: Managing sales pipelines, leads, and opportunities specifically within the Chinese market, adhering to local business norms.
• Targeted Marketing Campaigns: Running personalized marketing campaigns that resonate with Chinese consumers, leveraging local data and social insights.
• Data Compliance and Management: Ensuring that customer data collected and processed in China adheres to the country’s strict data privacy and security regulations.
• Expanding Global Business into China: Providing international companies with a compliant and effective CRM solution to establish and grow their presence in mainland China.

 

Frequently Asked Questions (FAQ)

Q: What is Salesforce CN?

A: Salesforce CN is a localized version of the Salesforce CRM platform, hosted on Alibaba Cloud and specifically adapted for businesses operating in mainland China, focusing on local regulatory compliance and market needs.

Q: How does Salesforce CN handle data compliance in China?

A: Salesforce CN is hosted on Alibaba Cloud within mainland China, helping businesses comply with China’s Cybersecurity Law, Data Security Law, and Personal Information Protection Law regarding data residency and transfer.

Q: Does Salesforce CN offer features for Chinese social media?

A: Yes, through its Connected Experiences Gateway (CXG), Salesforce CN offers seamless integration with popular local social platforms to support social commerce and customer engagement.

Q: Is Salesforce CN the same as the global Salesforce platform?

A: While it includes core Salesforce functionalities like Sales Cloud and Service Cloud, Salesforce CN is specifically modified and extended to meet the unique regulatory and market requirements of China.

Q: What are the key benefits of using Salesforce CN for businesses in China?

A: Benefits include compliance with local data regulations, optimized performance, access to local ecosystem integrations (e.g., social media, payment systems), and a platform tailored for Chinese customer engagement.

Q: Can businesses integrate Salesforce CN with their existing systems?

A: Yes, Salesforce CN supports various integration patterns, allowing businesses to connect it with their existing CRM, ERP, and other marketing automation tools within their overall IT infrastructure.

Q: Is Salesforce CN suitable for both large enterprises and small businesses?

A: Yes, Salesforce CN is designed to cater to businesses of all sizes, providing scalable solutions for customer relationship management in the complex Chinese market.

Q: What kind of support does Salesforce CN offer?

A: Support typically includes documentation, resources from Alibaba Cloud and Salesforce, and local support teams familiar with the Chinese market and regulatory environment.