Over the past few years, Salesforce has transformed from a pure-play CRM platform to a comprehensive suite of applications, empowering enterprises. The company has shifted its focus to providing a more integrated and comprehensive customer view to its clients with help of its offerings such as Einstein Analytics and Customer 360. It later introduced industry-specific cloud solutions to cater to industry-specific needs of enterprises. Currently, it has been in forefront of adopting and integrating AI/ML functionalities across its stack to further boost the platform’s automation, personalization, and data analytics capabilities.
In response, providers are scaling their industry-specific and gen AI-specific talent pool, partnering with Salesforce for AI and solutioning, and developing differentiated IP to augment enterprise transformation journeys.
In this report, we examine Salesforce services’ value, including customer satisfaction across key parameters. This report also identifies the top five providers that have delivered superior value to enterprises.
Scope
All industries and geographies
Services: advisory/consulting services, implementation services, maintenance, and support services for Salesforce
This assessment is based on over 60 unique interviews conducted in 2023-24 with global enterprises, nominated as reference clients by different providers and evaluated using the Everest Group PEAK Matrix® for Salesforce services
Contents
In this report, we examine:
Enterprises’ overall satisfaction with Salesforce services
Enterprises’ satisfaction across domain expertise, talent management, and commercial flexibility
Salesforce Pulse 2024: Top Five Service Providers Delivering Superior Value
Insights from enterprises on their experiences with these top five Salesforce service providers
