In mid-September, Salesforce announced it was adding two new solutions to its growing portfolio of vertical-centric offerings. Manufacturing Cloud and Consumer Goods Cloud provide tailored capabilities for manufacturers and CPGs, based off Salesforce’s industry-leading sales, marketing, and customer service solutions. Salesforce had previously rolled out tailored versions of its applications for other specialized verticals, such as Healthcare and Financial Services.
Manufacturing Cloud focuses on enabling account-based forecasting, sales agreement management, and MuleSoft integration, while Consumer Goods Cloud focuses on optimizing store visits for CPG representatives. The feature sets of both products are a step in the right direction and will help speed up time-to-value for Salesforce implementations in their respective industries.
The announcement is part of a broader push that Salesforce is making to position its products more attractively for verticals that have unique requirements for CRM. Salesforce’s vertical-centric strategy gives it an edge over competing vendors such as Microsoft Dynamics. It also opens up avenues for it to steal market share from niche, vertical-only competitors. Our view is that adopting vertical-specific flavors of Salesforce will help mitigate an all-too-common implementation challenge that plagues many of our members: costly (and often unnecessary) product customization based on industry-specific needs.
Source: SoftwareReviews Salesforce Sales Cloud, Accessed October 7, 2019
SugarCRM – a well-established player in the market for CRM platforms – recently rolled out its Fall 2019 release. From a functional perspective, the release does a good job advancing SugarCRM’s capabilities in the areas of self-service, collaboration, and sales automation.
SAP’s Digital Interconnect Group recently announced the launch of SAP Contact Center 365. In conjunction with its incumbent solutions for customer experience – particularly SAP Service Cloud – the move expands the viability of SAP as an end-to-end technology partner for contact center and customer service enablement.
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
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Using natural language processing on call recordings and providing automated sales coaching insights has been an area of intense interest with many players in the market – Gong being a current frontrunner. At Dreamforce 2019, Salesforce also threw its hat into the ring with Einstein Call Coaching.
Conversational UIs allow users to interact naturally with applications. Salesforce recently made a foray into the space with its Einstein Voice Assistant solution.
Salesforce is a juggernaut in the customer experience solution space – at Dreamforce 2019, it announced a strategic partnership with Amazon to bolster their respective plays in the contact center space.
Salesforce’s recent acquisition of business intelligence vendor Tableau sets the stage for a new frontier in customer data analytics. It marks a perceptive buy in a market that has seen significant emphasis in recent years on driving better marketing, sales, and service decisions based on hard data rather than gut feel.
ClickSoftware announced an agreement with the giant CRM leader Salesforce to be acquired in a $1.35 billion deal.