Salesforce has undoubtedly undergone numerous changes and advancements since former Oracle executive Marc Benioff first conceptualised it in the late 90s. The company is today highly sought after by Fortune 500 companies as well as start-ups looking to enjoy some of its exciting services. Nevertheless, many people are still a little oblivious about this revolutionary company and the amazing opportunities it offers to businesses.
What is Salesforce, and what does it do?
Salesforce is a Cloud-based Software as a Service (SaaS) company based in San Francisco, California. The company specialises in Customer Relationship Management (CRM) services, serving over 150,000 companies across the globe, giving it a market share of about 20%. Salesforce is currently the biggest CRM provider in the world, with tech giants like Amazon, Google, and Apple featuring among its clients.
Although Salesforce has built a variety of apps and platforms that are used by businesses across the world, the company’s primary focus is to help businesses manage their customer relationships by providing CRM services.
Four distinctive characteristics:
Sales Cloud: Improves businesses’ sales, marketing, and customer support.
Service Cloud: Optimise businesses’ service provision and improves customer support.
Marketing Cloud: Helps to coordinate marketing relationships and campaigns.
Community Cloud: Allows businesses to establish excellent communication with their employees, customers and partners.
Salesforce is also a PaaS company, which means that developers, as well as non-developers, can customise the services offered to suit specific business models.
Salesforce in 2019
As more businesses migrate to cloud-based, computing systems, the popularity of Salesforce as the leading CRM service provider is certain to grow. The company is currently leveraging on technology to improve their services and stay at the top of the CRM industry, in the face of stiff competition from other service providers such as Oracle.
One of the ways in which Salesforce is trying to maintain its edge is by helping consulting companies develop highly personalised customer service. The overarching mission statement of Salesforce is to provide businesses with great apps to help them connect better with their customers.
Another key trend that in 2019 is the use of artificial intelligence by businesses to improve their customer support and management. In a bid to shift from reactive marketing to proactive marketing strategies, most companies using Salesforce are adopting the use of Al tools such as voice-to-text features, spam filters, and search filters to improve their customer experience.
Salesforce has firmly established itself as a critical player in the business environment. With new products and services being rolled out this year, it remains to be seen what impact this leading CRM provider will have on the industry in 2019. One thing is for sure though – Salesforce will remain a potent force in the world of business in coming years.
getNEXT has vast experience in implementing and supporting CRM systems. Our team of experts will take care of the complexities and leave you with a user-friendly environment. Get in touch today to see how we can boost your business productivity.