Salesforce is the world leader in CRM software, but also one of the largest software companies and a major player in the Cloud Computing industry. Find out everything you need to know about this software colossus.
Founded in 1999, Salesforce is a company specializing in Customer Relationship Management (CRM). It offers its solutions in the form of Software as a Service (SaaS).
With its software, Salesforce now dominates the CRM market with a 19.7% market share. Over the last few years, this company has become extremely popular. Its main competitors are SAP with 12.1% market share, followed by Oracle at 9.1% and Microsoft at 6.2%. It is also one of the companies that have successfully exploited cloud technology.
In 2017, more than 150,000 companies were using Salesforce software. Its customers include Amazon, Adidas, American Express, and many other high-profile multinational organizations.
The Salesforce Story
Before Salesforce, CRM solutions were hosted on the company’s server. This was very expensive and time-consuming. Several months or even several years were necessary for the configuration of these solutions and the cost could reach several million dollars. In addition, the solutions were very difficult to use.
That’s why Salesforce has undertaken to develop Affordable CRM software, distributed as a cloud service. It quickly became the fifth largest software company in the world.
Cloud Computing is the technology that made Salesforce an instant success. Its software is more efficient, incredibly cheaperIt does not require installation and is accessible via the internet. Companies therefore have no reason to hesitate.
What is the purpose of Salesforce software?
Salesforce software allows companies to use Cloud technology to better connect to their customersto their partners or potential clients. This solution focuses on customer acquisition, satisfaction and retention.
With this Cloud solution, companies can monitor and analyze their customers’ data in real time. In this way, it is possible to understand successes and, on the contrary, to review complaints.
On average, companies using Salesforce see their revenues increase by 27%.The result is a 32% increase in lead conversions, a 34% increase in customer satisfaction and a 56% increase in speed of deployment. Cloud storage offers a valuable advantage by allowing access from anywhere for users.
At the same time, the various Salesforce applications are also being used for marketing, performance analysis or sales tracking and expenses. Different solutions also allow to manage customer communication forums or to implement sales strategies. Overall, Salesforce is a centralized platform for managing all aspects of customer relationships.
What are the different Salesforce products?
Salesforce’s solutions are offered in SaaS (Software as a Service) format. This means that the applications are hosted on Salesforce cloud serversand that users access it via the Internet.
The firm was one of the first to go SaaSand was very successful in making this bet. Originally, it specialized exclusively in CRM.
Today, it has expanded its activity and offers different software solutions in the form of separate Cloud platforms The following platforms are available: service cloud, marketing cloud, health cloud, app cloud, community cloud, analytics cloud, IoT cloud, Chatter cloud, commerce cloud, Heroku engagement cloud… each of these platforms allows you to manage a different aspect of the customer relationship.
The Sales Cloud is a CRM platform to manage the sales, marketing and customer service of your B2B or B2C business. It is intended for sales forces.
The Cloud Service enables companies to connect with their customers and provide them with high-quality customer service. In particular, the platform enables the monitoring of customer activity and the resolution of customer problems.
The Cloud MarketingThe new system allows you to track the customer experience while creating multi-channel marketing campaigns. It is one of the most powerful digital marketing platforms.
On his side, the Community Cloud allows companies to interact directly with their customers or let customers interact with each other. This social platform facilitates communication between employees, with partners and customers. It allows the exchange of data and images in real time.
The Cloud Commerce in turn enables the company to provide service and a customer experience regardless of the customer’s geographic location. This platform also offers customer data integration to help deliver a better customer experience.
L’Analytics Cloud is a Business Intelligence platform for working with large data files, creating graphs, charts and other data visualizations. The platform is optimized for mobile access.
Salesforce also provides a platform for third-party users and developers to develop and distribute customized software. On the Salesforce AppExchange platform, there are more than 2,700 applications with 3 million installations.
Numerous companies develop their applications on Salesforce or migrate to the platform. Salesforce developers, administrators, and architects are in high demand.
Big Objects: Salesforce’s Big Data Solution
With Big Objects, Salesforce offers a Big Data solution. It meets the storage needs of very large volumes of data, in the order of billions of records. This data can be stored on the Salesforce cloud.
All users of Enterprise, Performance, Unlimited and Developer editions can take advantage of Big Objects. However, to store very large volumes of data and use Aync SOQL, an additional license is required.
The basic version allows you to store up to 1 million recordsand perform SOQL queries. The license will allow you to store up to one billion records and perform Async SOQL queries.
Salesforce acquisitions: Tableau, MuleSoft, Rebel…
In June 2019, Salesforce announces the acquisition of Tableau Software: an industry-leading enterprise analytics software company. This acquisition cost him $15.7 billion…and is therefore the most expensive in its history.
Thanks to this strategic investment in Big Data, and the integration of Tableau with its own Cloud software, Salesforce is able to provide more data analysis capabilities to users. The software does indeed allow the collection of a lot of data, but these data were not fully exploited until now.
In August 2019, Salesforce also acquired ClickSoftware for $1.35 billion. In March 2018, it was MuleSoft that was sucked in by the giant for $6.5 billion.
For several years now, SalesForce has been making acquisitions. In total, it has made about 50 acquisitions. Among the most noteworthy are Rebel, Zorab, CloudCraze LLC or Datorama.
In addition, Salesforce also performs numerous strategic partnerships. In 2014, it has partnered with Facebook to offer analytical solutions to B2B marketers.
In 2018, Salesforce and Apple worked together to improve enterprise applications. Together they announced the launch of the “famous number 1 CRM platform” on iOSthe operating system of the iPhone.
Einstein platform: Salesforce and AI
Einstein is an artificial intelligence technology integrated into Salesforce’s Customer Success Platform. It is the first IA product of the firm.
It has been included in its main Cloud products since 2017. Several improvements are available, including Einstein Vision to add image recognition functionality to the tool suite.
The purpose of this AI is to enable sales and marketing teams to benefit from an up-to-date and comprehensible overviewand customers and sales. Thanks to Deep Learning and Machine Learning, users can benefit from an analysis of customer data to improve customer service. AI can also predict at what stage of the sales cycle a potential customer is at and which marketing channels he or she will respond best to.
The benefits of Salesforce
With Salesforce tools, users are generally satisfied for several reasons. First and foremost, deployment is very rapid and takes only a few months or even weeks instead of more than a year for traditional CRM software.
This software is also very easy to useand therefore very effective. It is also fully customizable to meet the specific needs of the company.
The fact that Salesforce is offered on a SaaS basis makes it accessible from anywhere in the world via the internet. In addition, it is fully scalable to accompany the growth and evolution of the company.
This solution integrates with many third-party applicationswhich is another advantage over traditional tools. Finally, it can be used by SMEs and start-ups as well as large companies.
The Future of Salesforce
In the future, Salesforce could continue to expand in the Cloud market. She is also interested in the science and health sectors.
The firm has continue to establish mergers and acquisitionsThis is a great source of pride for Co-CEO Marc Benioff. According to him, this is what has enabled Salesforce to become ” the fastest-growing software company of all time « .