Salesforce.com Strengths, Domain Expertise, and Key Differentiators
Riding on the popular Salesforce platform, the vendor has seen burgeoning sales of its core products like Sales Cloud and Service Cloud with considerable contributions from the add-ons that are becoming increasingly critical to the long-term successes of these implementations.
The add-ons include Salesforce Shield, a Security Bundle (includes Event Monitoring, Field Audit Trail, and Platform Encryption), an almost must-have for customers when deploying an increasing number of Salesforce instances where security and encryption are considered pivotal.
Salesforce Lightning, the new UI for most Salesforce products, is another component for Salesforce to bolster average selling prices as well as total contract value. Lightning is sold in three versions - Platform for administrator, Starter for professional users and Console for apps like Sales Cloud. Its pricing is also based on number of custom objects that users can access. Generally, Platform accounts for 5% of total spend when customers need to upgrade from its Classic UI to Lightning and Starter contribute to 75% and Console covers the remaining 20%.
In 2019, it revved up its expansion by acquiring Tableau for $15.7 billion in 2019, a little over a year after it bought MuleSoft for $6.5 billion. However, Salesforce would also see license revenues rising sharply to more than $500 million, a big chunk for any Cloud-native vendor. The upside is that Salesforce will be able to leverage the business intelligence and data visualization products from Tableau to augment its analytics offering.
Both Einstein Analytics and Einstein AI are complementary to Tableau and provide rich capabilities to customers. Einstein is a layer of intelligence, spanning the entire Customer 360 Platform that allows you to discover insights, predict outcomes, recommend actions, and automate workflows. Einstein includes out-of-the-box AI features for Sales, Service, Marketing, and Commerce, as well as, programmatic and declarative AI services for admins and developers (like voice, vision, and language). Salesforce users will benefit from the API capabilities of MuleSoft to better connect their different Cloud and non-Cloud applications, while fundamentally changing the way they manage their own customers using Tableau's BI tools to generate interactive reports, discover new trends and improve how decisions are being made.
In September 2019, Salesforce launched new insurance-focused enhancements that enable insurers to build stronger, more personalized relationships with policyholders. As an extension to Financial Services Cloud, insurers now have a unified, 360-degree view of their policyholders -- including household relationships, life events and more -- across all lines of business.
Salesforce.com Recent Developments
Along with its rapid-fire acquisitions of Tableau, MuleSoft and ClickSoftware in 2019, Salesforce has strengthened its core CRM offerings. In particular, its Service Cloud has grown from half the size of Sales Cloud in 2015 to its current position as the No. 1 single brand within Salesforce, thanks to its successful pricing strategy to push log-in/member subscription fees.
Additionally, Salesforce has delivered new conversation channels in Salesforce Essentials, the all-in-one CRM solution built specifically for small businesses. Now small businesses can easily manage and engage with customers on their preferred channels including Facebook Messenger, Instagram, and YouTube.
2019 also saw Salesforce launch new Einstein AI enhancements to Marketing Cloud that will empower brands to increase customer engagement with relevant and timely email marketing messages. Einstein Engagement Frequency, for example, enables marketers to know the right number of emails to send to customers based to optimize engagement. Other new email marketing enhancements include Einstein Content Tagging, Einstein Content Selection for content personalization, Einstein Send Time Optimization, and Transactional Messaging.
In November 2019, Salesforce made a statement that it would bring the power of voice to every customer experience spanning the Salesforce Customer 360 Platform, thus enabling millions of CRM users to talk to Salesforce. Key enhancements announced included Einstein Voice Skills to empower admins and developers to declaratively build custom, voice-powered Salesforce applications, Service Cloud Voice to integrate telephony into a unified agent console to improve service experiences and Einstein Call Coaching, which enables sales managers to coach employees on best practices and optimize every customer call.
In November 2019 Salesforce also announced Customer 360 Truth, a new set of capabilities that allow companies to connect, authenticate, and govern customer data and identity across Salesforce. Customer 360 Truth connects data from a customer's journey across sales, service, marketing, commerce, and more, so that every insight and interaction can be used to inform the next, whether addressing a customer service problem, creating a personalized marketing journey, predicting the best sales opportunities, or surfacing product recommendations. Services include Customer 360 Data Manager; Salesforce Identity for Customers; Customer 360 Audiences; and Salesforce Privacy and Data Governance.
The question is whether Salesforce has outgrown its heritage as a sales force automation vendor to become one better known for its cutomer service and support capabilities.
Salesforce.com Mergers and Acquisitions (M&A) Activities
In June 2019 Salesforce acquired Tableau for $15.7 billion, its biggest purchase to date. The deal happened one year after completing its acquisition of MuleSoft for its API integration products.
Over the past year, Salesforce has also made a number of other important acquisitions including Bonobo AI, MapAnything, Griddable.io, Rebel, Datorama, CloudCraze, Attic Labs, ClickSoftware, Vlocity, Evergage all in hopes to bulk up in areas such as marketing intelligence, artificial intelligence, location-based workflow, and field service management. Apparently, Salesforce is eagerly stepping into the role of a consolidator when many of these partners and upstarts are motivated to sell before the window closes.
Salesforce.com Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Salesforce.com applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Salesforce.com and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Salesforce Commerce Cloud Digital, Salesforce Community Cloud, Salesforce Marketing Cloud, Salesforce Sales Cloud, Salesforce Commerce Cloud, Salesforce Quote-to-Cash, Service Cloud, Salesforce Wave Analytics, Salesforce Financial Services Cloud customers.
Ownership: - NYSE : CRM
Number of Employees: 51613
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith Based Nonprofit, Youth and Elderly Care Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
Salesforce.com Key Enterprise and Cloud Applications
Salesforce Commerce Cloud Digital, Salesforce Community Cloud, Salesforce Marketing Cloud, Salesforce Sales Cloud, Salesforce Commerce Cloud, Salesforce Quote-to-Cash, Service Cloud, Salesforce Wave Analytics, Salesforce Financial Services Cloud
Salesforce.com Revenues, $M:
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|Enterprise Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
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* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Salesforce.com Revenue Breakdown By Type, $M:
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Salesforce.com Enterprise Applications Revenues By Functional Markets, $M:
Salesforce.com Enterprise Applications Revenues By Verticals, $M:
Salesforce.com Revenues By Region, $M
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Salesforce.com Direct vs Indirect sales
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Salesforce.com Customers - Breakdown by Geo, Size, Vertical and Product
No. of Salesforce.com Customers: 250000
No. of Salesforce.com Enterprise Applications Customers: 250000
No. of Salesforce.com Cloud Customers: 240000
No. of Salesforce.com Cloud Subscribers: x
The acquisition of Tableau added 86,000 customers to Salesforce's current base of 150,000 accounts. While there are overlaps between the two, it's fair to assume that the purchase will allow Salesforce to increase its wallet share among its clientele.
Additionally, the MuleSoft purchase has already added at least 1,200 customers, while the August 2018 deal to buy Datorama for its marketing intelligence products provided access to another 3,000 customers including PepsiCo, Ticketmaster, Trivago, Unilever, Pernod Ricard and Foursquare.
What's noteworthy is the size and evolution of Salesforce's installed base. Six years after its founding, Salesforce's customer count topped 10,000 in 2005, broke the 100,000 barrier in 2012, then setting in at around 150,000 in 2015. After refraining from disclosing customer growth metrics for an extended period of time, Salesforce disclosed the current count of 150,000 when it announced its purchase of Tableau in June 2019. Clearly, there has been 10% attrition among many of its customers coupled with changes in its approach by selling more through its ISV partners and third-party channels.
By contrast, both Oracle and SAP have been touting the steady growth of their installations from under 100,000 to a milestone of nearly 500,000 customers each over the past decade. The acquisition of Tableau underscores strategic shifts as Salesforce starts embracing the on-premise model while forging ahead to boost its wallet share and market reach by targeting hundreds of thousands of customers around the world
Salesforce.com Market Opportunities, M&A and Geo Expansions
Salesforce's purchases of Tableau and Datorama are the latest examples of the CRM champion wanting to extend its reach into the data world by making it easier for its customers to better manage, manipulate and visualize data. The Tableau purchase was easy to understand given Salesforce's heavy investment in Wave and later Einstein, all of which now form the basis of a slew of analytics and visualization tools for customers to drive better sales, eCommerce, marketing and customer service and support outcomes.
The Datorama deal is meant to put all performance, outcome and investment data sources that cover everything from online advertising to survey data all in one place in order to boost marketing intelligence, according to Ran Sarig, CEO of Datorama. In other words, it's another way for Salesforce to help customers harness the rich data sources they are confronted with every day through the use of algorithms. Datorama said its customers can unify hundreds of data sources into a single narrative for running better marketing campaigns for marketers, billing and finance executives.
MuleSoft is another important investment by Salesforce. With MuleSoft, Salesforce now provides one of the world's leading platforms for building application networks that connect enterprise apps, data and devices across any cloud and on-premise whether they connect with Salesforce or not.
It remains to be seen how Salesforce is tapping into the data-driven market opportunities, almost a decade after buying Jigsaw, which was one of its major forays into data services market. That did not get Salesforce to dominate a space that has spawned hundreds of data providers. What Salesforce is counting on is that it would like to provide more tools to manage the onslaught of data. Its recent acquisition of MapAnything for managing location-based workflow is another example.
As Salesforce continues to expand its product portfolio, the August 2019 purchase of ClickSoftware for its field service management applications suggested that Salesforce is doing everything possible to automate the common business processes within the confines of CRM sales force automation, marketing and customer service. Now the challenge is to deliver the ability to make sense of every bit of data that gets captured across the entire customer lifecycle.
Salesforce.com Risks and Challenges
The explosive growth of Salesforce's Service Cloud underscores the transformation of the vendor as it relies more on selling log-in/member subscription fees, essentially monetizing the consumption of its content, data, interactions between licensed users and any one else that needs to access the systems.
Similarly, the acquisitions of Mulesoft and Tableau will bolster sales of Salesforce's API calls and dashboards, rendering the per user per month pricing model less impactful in the long run. The question is whether customers will push back on such transaction-based systems that are more procedural and routine from a toll taker, rather than from a software innovator like Salesforce.
The other risk facing Salesforce is its considerable exposure to the customer experience marketplace, which will have its own reckoning in 2020 and beyond. While the meaning of customer experience will evolve even as the public health crisis comes to a close, the world of customer relationship management will change as well.
There is no easy answer for Salesforce, but the burden is now on for the incumbent vendor that has pioneered Cloud CRM or fashioned itself as the Customer Company to help its users - particularly those in hospitality, travel and retail sectors - not necessarily return to the old ways of serving and delighting customers, but rethink how best to stay relevant in the post-pandemic world.
Salesforce.com Ecosystem, Partners, Resellers and SI
In August 2020, Abrigo launched Salesforce Platform API Integration to maximize relationship management at financial institutions. The integration with the Sageworks Lending and Credit Risk Solution. The integration with the Salesforce platform creates a centralized repository of borrower information, giving teams within the institution access to the same customer and loan data for faster customer service.
Salesforce is expanding in UK in Fall 2020. The expansion will double the company's original commitment to train 500 people and will train an additional 500 people over the next three years to a 1,000 total.
The Salesforce Military Alliance, an initiative of the Salesforce Military program, is aimed at accelerating the hiring of veterans and military spouses for Salesforce ecosystem roles. Through the alliance, Salesforce partners and customers commit to automatic interviews for any Salesforce Military member who earns an admin certification and/or commit to offering reskilling opportunities to their current veteran or military spouse employees through the Salesforce Military program.
Salesforce AppExchange, the world's leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways. With more than 4,000 solutions, over 7 million customer installs and 90,000+ peer reviews, it is the most comprehensive source of cloud, mobile, social, IoT, analytics and artificial intelligence technologies for businesses. The AppExchange includes 74 applications categorized for ERP. The evolving Salesforce ERP ecosystem remains a moving target. For example, Veeva, a long-time ERP Service and Operations Management ISV partner, represents $500 million in sales for Salesforce under a 10-year deal through 2025.
Since 2017, Salesforce might have had second thoughts by signing a series of deals with IQVIA, Veeva's archrival in the life sciences industry, to sell each other's products into the same vertical. At one point, Salesforce was rooting for manufacturing ERP partners including Kenandy, which saw lackluster results before its recent merger with Rootstock. The same applies to its 2015 partnership with Sage, which has yielded a Cloud ERP product called Sage Live, which recently has been renamed Sage Business Cloud Financials. That follows Sage's 2017 acquisition of Intacct, which appears to be the focal point of its Cloud accounting strategy. Amid disappointing Cloud results, Sage ousted its CEO Stephen Kelly, who was instrumental in its partnership with Salesforce.
Salesforce.com Cloud Infrastructure Insights
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
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