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Salesforce Acquires Tableau – A Smart Acquisition for Customer-Centric Analytics
In mid-June of 2019, Salesforce announced a definitive agreement to buy business intelligence (BI) vendor Tableau. The move is smart: it cements Salesforce as a powerhouse vendor in the area of customer analytics. While Salesforce has made several forays into business intelligence in the past (most notably with its Analytics Cloud solution), purchasing an entrenched market leader will significantly boost its credibility, profile, and install base in the space.
As the number of interaction channels and volume of customer touchpoints has proliferated over the last decade, so too has the amount of customer data organizations must analyze. Info-Tech’s clients routinely highlight customer intelligence as one of the primary value frontiers in their big data initiatives. CRM and customer experience vendors (such as Adobe, Microsoft, and Salesforce) have placed significant emphasis on building and refining their capabilities for analyzing customer data at-scale and using this data to drive better marketing, sales, and customer service decisions. Salesforce’s acquisition of Tableau invokes echoes of Adobe’s purchase of Omniture nearly ten years ago as a means to accelerate analytics offerings via market-leader acquisition.
We expect that Salesforce will rapidly integrate Tableau into its product stack. The marriage of Tableau’s business intelligence credentials with Salesforce’s shrewdness in customer experience will enhance the combined value proposition of the two. This is particularly true for large organizations that generate significant volumes of customer and transactional data, and that require a common analytics platform to stitch together this data from multiple CXM applications.
- Salesforce and Tableau are market leaders in CRM and business intelligence, respectively.
- Salesforce’s acquisition of Tableau is a savvy move that will enhance its credibility and value proposition for conducting customer analytics at-scale and across multiple channels, applications, and data sources.
- We expect that – as with past acquisitions – Salesforce will make a concerted effort to fold Tableau’s best-of-breed analytics capabilities into its existing product sets.
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After another impressive quarter, Salesforce announced full-year 2020 results that exceeded expectations. Also announced were Keith Block’s departure, Gavin Patterson’s appointment to president and CEO of Salesforce International, and the acquisition of Vlocity.
While completing a record FY2020, Salesforce announced the acquisition of Salesforce Ventures–funded Vlocity, a leading provider of industry-specific cloud and mobile platform software. Vlocity is a cloud-native solution built on the Salesforce platform.
SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.
Many companies are adopting GDPR as a global standard for user privacy, but Zoho went a step further at its analyst event held in Cedar Creek, Texas, Jan. 28-30. It promised to remove all third-party trackers from its web and mobile properties, describing ad-driven business models used by Silicon Valley firms such as Google, Facebook, and Twitter as legal but not moral. The Chennai, India-based firm was founded in 1996 and is privately owned.
Salesforce recently announced during Dreamforce 2019 the introduction of Customer 360 Truth. The product aims to stitch together customer information from marketing, sales and customer service applications to create a unified customer ID; whether this will be the silver bullet for managing fragmented customer information remains to be seen.
SugarCRM Rolls Out Fall ’19 Release With Savvy Improvements to Collaboration and Self-Service Capabilities
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.