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March 16, 2023

The number 1 CRM supplier for the seventh consecutive year?

Over time, companies have been forced to change the way they communicate with their customers as user expectations are changing in the face of a market offering countless services and solutions. This is demonstrated by the different types of CRM for companies (the link includes examples) that currently exist.

If you are not yet an expert on the subject, we recommend that you take a look at this post in which we explain what a CRM is in depth.

These days, clients have a better understanding of what they are looking for, so customer service can be the deciding factor in a decision and is therefore a good value proposition.

Listening to the customer is the key to a good CRM

As such, CRM companies are increasingly trying to integrate an experience where users feel that their voice is being heard into all departments, especially sales and marketing. This means that companies are now focusing their services more on the voice of the customer, particularly on the sales side, while tools such as artificial intelligence (AI) are integrated to ensure the effectiveness of their platforms.

The US on-demand software company Salesforce has consolidated itself as the world's leading CRM technology for the seventh consecutive year, and has been named as the number 1 CRM provider by IDC in its latest Worldwide Semiannual Software Tracker study. Salesforce has improved its market share and increased its revenue more than any other CRM provider. In fact, Salesforce increased its market share in 2021 by more percentage points than all of its 13 main competitors put together. Furthermore, the IDC report identifies Salesforce as the leading solution in the areas of Sales, Customer Service and Marketing.

Grafica CRM

What's the secret to becoming the most used CRM?

Ensuring that the customer always comes first, Salesforce focuses all its efforts on being up-to-date and innovative. Salesforce's greatest strength is their offer of a stable and up-to-date technological ecosystem for applications. This is possible due to Salesforce's agility and speed when it comes to investments and acquisitions of leading tech on the market, including Club CMO, Vlocity and Evergage.

On the other hand, Gartner believes that most customer interaction will take place via technological apps using automatic learning in the near future. Consumers will not have much time to adapt to this new reality, and in 2023 70% of conversations with companies will begin using voice interfaces. As such, in the future, AI will be implemented on these multichannel platforms to improve the efficiency of these processes by up to 25%. With Einstein, Salesforce uses AI to increase existing functionality, using tools such as case management, the Salesforce Einstein Chatbot, and Einstein Analytics across the platform.

Salesforce and record results

Announcing the results for the first quarter of 2020, Salesforce presented revenues of $4.87 billion, representing 30% YoY growth.

"Our results amid this global crisis demonstrate our ability to execute at great speed and innovate at scale, and the strength of our business model," said Marc Benioff, CEO of Salesforce. "We have made long-term investments to maintain security for our employees, support our customers, offer crucial innovations such as, and help our communities via PPE, grants and technology. The COVID-19 pandemic has shown us that digitalisation is imperative for all companies, and we are sure that Salesforce will continue to accelerate as we bring our customers with us to the new normal".

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Conclusion: 360º view to consolidate their position as number 1 among CRM providers

Salesforce has taken a big step forward to go beyond its role as a CRM provider and a customer service leader. It is also considered a strategic adviser accompanying companies of all sizes and sectors to offer a 360 degree vision for their customers.

Bret Taylor, Chairman and COO of Salesforce, says that "Each industry, company and organisation is facing a new digital age, and we need to adapt business models to the new reality. The latest IDC figures confirm that companies are increasingly using Salesforce to help them transform digitally ". This is why the company is once again a pioneer in technologies which work to bring companies closer to their customers in this digital era where the path is narrowing, and apps must strive to offer the very best tools to their customers.