Salesforce Overview

With the #1 CRM Platform

2020 Gartner Magic Quadrant for Sales Force Automation

A LEADER
Magic Quadrant for Sales Force
Automation

28 July 2020
Analyst(s): Theodore (Tad) Travis,
Adnan Zijadic, Ilona Hansen, Melissa
14 Years
in a row

Hilbert

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of t he entire document. The Gartner document is available upon request from Salesforce. From 2007-2014 Salesforce was recognized as
salesforce.com.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of
Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, an d is used herein with permission. All rights reserved.
Salesforce Customer 360
Trailblazer Success & Community • World’s #1 CRM • Fast Time to Value • Scalable & Flexible
Marketing Cloud
 Marketing Cloud 360
Build Trusted Customer Relationships, Moment by Moment

Know Your Customer

Create a single source of truth to understand the complete
picture for each customer and engage with relevancy

Humanize Every Moment

Inspire action and loyalty by personalizing the total customer
experience, at scale, with AI
60%
Retention rate
Optimize the Impact
Maximize growth and efficiency with greater visibility
and insight through unified analytics
 SofiaAlmaStr
awleyLloyd

Most Brands Struggle to Create a Single Source of Truth

~78%
Duplicates Guest Orders Legacy Loyalty Data
Uni ntentional Gold member
Service Profiles
00800 753 3333
Samantha Smith Guest Checkout
Samantha Smith,
Samantha Smith sam@mystyle.com,
s.smith.58221@gmail.com +44 800-753-2333

Different phone numbers Commerce Profile

Sam Smith
s.smith.58221@gmail.com
In-Store POS Data (0) 800-753-2333
SKU 8wr7013 Multiple Emails

Marketing Profiles
sam@mystyle.com Community Profile
StylishSam
s.smith.58221@gmail.com Known &
~75% Unknown Data BI Tools/Data Science Social Handle Only
No Na me High LTV
Sales Cloud
 Sales Cloud 360
Drive Growth With Best in Class Sales

SKILL UP SCALE UP SPEED UP

YOUR SALES TEAMS YOUR SALES PROCESSES YOUR REVENUE
Skill Up Your People for Today’s Sales Engagements
Build trusted customer relationships with data from every touch point

Learn new ways to connect

Develop customers relationships through any
engagement, with in-line insights and enablement

Understand new scope of selling

Disseminate new products, methods, and messaging
quickly, on a flexible, scalable platform

Develop new methods for managing

Align, manage, and motivate remote sales teams, with
collaboration tools and Trailblazer best practices
 Scale Up Sales to Adapt to Any Change
Visibility and Flexibility is key to keeping ahead of the competition

70%
of companies
cannot adapt
in changing conditions

Source: “4th Edition: State of Sales”, Salesforce

Research, Sept 2020
Pathways to Accelerate Revenue Growth
New opportunities to delight B2B buyers

Frictionless Faster
Buying Cycles

2x
More likely to select a supplier
Flexible 40%
of processing time could be
if they have a great digital Offers eliminated with automation
experience

68%
of companies have a recurring
revenue
stream

Sources: CFO.com: Recurring Revenue Rising, 2019(see report)

McKinsey: The B2B digital inflection point: How sales have changed during COVID-19, 2020 (see report)
PwC: Finance Effectiveness Benchmark Report, 2019 (see report)
Service Cloud
 Service Cloud 360
Drive digital-first engagement and success from anywhere

Connect Every Automate Business Boost Employee

Interaction Processes Productivity
 Traditional Connected
Engagement Experiences

9am - 24/7
5pm Service

In-Store Retail Curbside

Pickup

Face-to-Face Virtual Banking

Banking

4 hr
Window
75%
of first time digital channel
Real-time
ETA
users will continue to use them
when things return to ‘normal’
Source: McKinsey Digital
Optimize Your Channel Strategy
Around the Customer Journey
AI Assisted

Self-Service Agent
Assisted

Chat

Portals & Help Centers

Messaging Voice Video Field Service

Chatbots
Thank You