Points of View

Salesforce.com Service Provision Must Have Real Investment to Succeed

Salesforce is one of the most established SaaS platforms in the market. However many enterprises that implemented it did not necessarily maximize their usage of the application, nor understand the power of it as a complete CRM system. Existing and new customers are looking at Salesforce to help them to manage the entire customer experience, from attraction through to retention. The Salesforce services partner ecosystem is vast, which causes confusion for buyer enterprises. The service providers that stand out and will ultimately succeed in this market, are those that make committed investments to improve the experience for customers. In this PoV we outline the Salesforce Services Value Chain and highlight some of the key early findings in our research.

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