CRM stands for customer relationship management. It’s a technology for managing all your company’s relationships and interactions with customers and potential customers. A CRM system helps you:

• Organise contact information, leads, and customer service data
• Automate tasks like logging calls and sending follow-up emails
• Analyse data to understand customer behaviour and business performance

A CRM, especially one powered by AI, is essential for growth because it gives you a single, 360-degree view of every customer, allowing you to build stronger, more profitable relationships at scale.

Agentic AI refers to advanced artificial intelligence systems that can act autonomously to achieve a specific goal with minimal human intervention. Unlike traditional AI, agentic AI can reason, plan multistep actions, and execute tasks.

In Salesforce, agentic AI (part of our Agentforce technology) is used to:

• Automate complex workflows like lead qualification or service case resolution
• Predict business outcomes, such as identifying deals that are likely to close
• Personalise every customer interaction across marketing, sales, and service channels

Salesforce offers agentic CRM solutions tailored for companies of all sizes, from startups and small businesses to large global enterprises. Our Agentforce 360 Platform is flexible and scalable, allowing you to start with the essentials you need — like sales, service, commerce, or marketing — and easily add more functionality as your business grows. This ensures you only pay for what you use and have an AI and CRM platform that can grow with your business.

Salesforce Starter helps you hit the ground running for free, providing an all-in-one suite of sales, service, and marketing tools designed specifically for small business needs. The setup process is simple so you can focus on building customer relationships immediately, with the peace of mind that the full power of the Salesforce ecosystem is ready whenever you are.

Yes, Salesforce offers a free CRM suite with sales, service, and marketing for a maximum of two users. This free CRM can help your business establish a system to help you grow without committing to a paid plan. For many teams, it’s the next logical step beyond spreadsheets and disconnected docs.

Yes. As part of our Marketing Cloud Engagement suite, we offer an email marketing platform. This tool connects your CRM data to your marketing emails, allowing you to send more personalised emails and automate parts of your customer journey. On top of this, it has templates, drag and drop editors, testing tools, and detailed performance reports.

Salesforce supports every type of business that engages with customers. We also have products for specific industries, including those that are more heavily regulated.

Some of the key industries Salesforce supports in Australia include:

• Automotive
• Communications
• Consumer Goods
• Education
• Energy and Utilities
• Engineering, Construction, and Real Estate
• Financial Services
• Healthcare and Life Sciences
• Manufacturing
• Mining
• Media
• Nonprofit
• Professional Services
• Public Sector
• Retail
• Technology
• Travel, Transportation and Hospitality