We all are aware that Salesforce offers the world’s most popular cloud based CRM platform as it is easy to be used by small businesses as well as large scale enterprises. Salesforce believes in reinventing Customer Relationship Management (CRM) by understanding the customers’ needs, creating new opportunities to help, addressing issues faster and building customized applications quickly. The products offered by Salesforce are cloud based paving a way for inexpensive setup costs, zero maintenance and handling work from any device with an internet connection; such as a smartphone, tablet or laptop.
With all the good features that Salesforce offers, can we foresee the future of Salesforce?
Let us also have a look at some of the intriguing statistics pertaining to Salesforce.
As per a report by MIT, 91% of the companies that are using Salesforce noted a ‘strong executive voice’ in their marketing teams. Also, 64% of marketers believe in sustaining their existing clients rather than acquiring new ones. Salesforce makes these tasks easier and let the marketers cater to clients and customers easily throughout their career.
54% of organizations have stated that Salesforce helps them deliver a personalized experience to customers, and 4 out of 5 Salesforce users reported that they could address their customers’ needs with more ease as compared to other CRM solutions.
With the prevailing statistics, the future of CRM seems bright. Leading experts visualize CRM capabilities growing tremendously to measure and inform sales progress and customer engagement along with the success of the future business.
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Here are some of the upgradations that the Salesforce experts wish to bring in so as to lead Salesforce CRM to a brighter future.
- Blending Sales, Marketing And Operations
CRM aims to unify sales and marketing even more closely. Sales and marketing can no more waste time and efforts on internal conflicts, rather thrive to unite themselves as well as operations around common goals.
- Fastracking Customer Retention
Salesforce plans to develop more customer oriented processes in order to keep customers in the fold. Being transparent and letting the customer know all about the business is what Salesforce aims for in order to retain customers.
- Mass Personalization
Another major objective of Salesforce CRM is Mass Personalization. Another term for Mass Personalization can be ‘made to order’ which sums up the idea in an easier manner. Mass Personalization can evolve by collecting data with the help of sales enablement and then analyzing it thoroughly.
- Responsibility of CRM KPIs
The CRM KPIs will measure customer oriented processes and the efficiency of the business model. The businesses basically need to acknowledge and understand what customers need and what’s important to them, for which the CRM KPIs will prove helpful.
- Creating Customer Evangelists
What CRM is going to focus next is the indirect customer value which consists of referrals, brand value, customer influence value and knowledge value; as well as the direct customer value. Businesses need to flourish and market themselves in such a way that they create customer evangelists for the brand. This will enhance sales as the customers themselves will become the company’s best sales representatives.
- Scrutiny of Data
In the future, companies need to be more systematic and logical while managing data. Focus needs to be shifted to the anomalies in the data. Appropriate analysis of exceptions and outliers within the data will eventually give an understanding of the possible changes required to enhance business value.
Salesforce CRM embodies many more superior capabilities and will continue to lead the market with its tools customized as per customers’ needs. Also, with Salesforce CRM, businesses will continue to experience increased revenue, customer retention and enhanced productivity in daily workflows.