Ventana Research Analyst Perspectives

Salesforce.com Is Full of Surprises

Posted by Richard Snow on Jul 10, 2013 8:58:13 AM

Anyone who follows salesforce.com is used to surprises, but over the last couple of months the company has come up with some that go beyond the usual. It rebranded the recent user conference in London as a customer company event. This follows from changing its messaging to urge every company to become a customer company not a social company. The event itself was everything we have come to expect, using an array of customer case studies to show how salesforce.com’s products help companies innovate and be successful, and a large partner and product showcase to prove how many products and partners salesforce now has. The real surprises were tucked away in meetings arranged for the many analysts present.

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Topics: Sales Performance, Social Media, Customer Experience Management, Social CRM, Voice of the Customer, Mobile apps, saleforce.com, Self-service, Operational Performance, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Information Applications, 360-degree view of the Customer, Call Center, Contact Center, CRM

Salesforce.com Positions as Cloud Platform Leader

Posted by Richard Snow on Oct 24, 2012 12:52:40 PM

Salesforce.com launched more than 12 years ago as the founding CRM vendor in the cloud. Today it has grown to be the kitchen-sink vendor in the cloud. It seems every month it announces some new cloud service, and its services now cover almost the entire enterprise: sales, marketing, service, HR, finance and a list of supporting services that make it hard to determine just what the company now has to offer. Two things remain clear, however: Salesforce.com has established cloud computing as a credible way to source software applications, and all applications need to be socially enabled to keep up with new user and consumer preferences.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Social CRM, Voice of the Customer, Mobile apps, saleforce.com, Business Analytics, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, CRM, Text Analytics, Unified Communications