Top 10 Reports

HfS Blueprint Report: Salesforce Services 2017


In the 2017 HfS Salesforce Services Blueprint Report, we analyze the capabilities and vision of twelve Salesforce services partners.  This includes their skills across the HfS Salesforce Services Value Chain of: Plan, Implement, Manage, Optimize and Operate for all the Salesforce applications.


  • Most buyers are just starting to consider analytics solutions, and talking to their service provider about options. Basic dashboards are common. As the Salesforce Wave Analytics Cloud becomes more established, some clients are looking elsewhere for their analytics solutions, including SAP Business Objects and homegrown solutions.
  • Salesforce consulting services are growing in demand, as buyers realize the importance of aligning their deployments to strategic business needs. In particular, cloud readiness assessments and organizational change management services are important to ensure that the enterprise is technically and culturally aligned to the transition to cloud applications.
  • Most deployments are still for Sales Cloud, followed by Service Cloud. However, some buyers are starting to position their Salesforce deployments within their overall CRM strategy. Leading Salesforce services providers are also encouraging clients to adopt a holistic, long-term view of their Salesforce deployment to maintain its relevance in dynamic business environments.
  • On average, 63% of Salesforce services business for the services providers in this Blueprint comes from North America. Many service providers are focused on increasing their Salesforce services business in other locations, particularly in the UK and Continental Europe, over the next few years.
  • Management services are gaining traction, although most enterprises are still convinced that they either do not need ongoing support assistance or that they can provide it in-house. In reality, enterprises often need external skills to help them with all support issues. Optimize services are particularly important as enterprises often require assistance to navigate the implication of all new product releases and functionalities.
  • Service providers continue to invest in talent acquisition and retention programs to meet the continued challenge of talent shortage in this market. Buyers are asking to interview the specific delivery teams in the service provider selection process. This puts additional pressure on service providers to have sizeable teams of experienced consultants.



Executive leaders and CRM and Sales business unit leaders, IT Directors, Application Services Directors and outsourcing managers in all industry sectors.



Accenture; Appirio, a Wipro company; Bluewolf,an IBM company; Capgemini, Cognizant, Deloitte, Infosys, NTT Data, Persistent Systems, PwC, Tech Mahindra, VirtusaPolaris.



Readers will gain insight into the capability, vision and investment priorities of the service providers included in the Blueprint report. We also outline the strengths and challenges to take into consideration for these service providers. We also provide a top level trends analysis of the growth of the Salesforce services market, where most of the current business is concentrated and which areas we expect to see the most growth in over the next few years. In addition, there are recommendations sections for buyer enterprises as well as the service providers.

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