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Salesforce Aims to Invest $2 Billion Over Five Years in Its Canadian Business
Salesforce is a well-established player in the customer relationship management (CRM) space, with compelling plays in adjacent markets such as marketing automation, customer service, and customer collaboration software.
While Salesforce has been a powerhouse in a number of global markets, the firm recently announced a $2-billion investment over the next five years into its Canadian business. CEO Marc Benioff indicated this investment will be used to increase headcount, real estate footprint, and data center capacity.
The last point will be of particular interest for Canadian firms interested in Salesforce, particularly in the public sector or in other verticals with heavy data residency needs. Expanded data center capacity in Canada will allow Salesforce to meet data residency requirements that firms may have while providing increased storage, throughput, and reduced latency.
Salesforce’s Canadian partner ecosystem will be another area to keep an eye on: Salesforce projects that the “Salesforce Economy” (its technology and services partner ecosystem) will generate more than 28,000 new jobs by 2022 within Canada.
The primary driver in any vendor selection for CRM should be alignment of the vendor’s functionality to your defined business requirements. On the margin, these investments in data center capabilities and partner ecosystem will strengthen the case for Salesforce for those mid-market to large enterprises in Canada looking for a functionally robust, cloud-based solution for CRM.
- Salesforce is an established market leader in CRM as well as in adjacent areas such as marketing orchestration and customer service platforms.
- Over the next five years, Salesforce will invest $2-billion into its Canadian business.
- This investment will further drive the firm’s profile, capabilities, and partner network in Canada, augmenting its attractiveness to Canadian firms looking to improve their proficiencies in customer experience management.
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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.
SAP Makes Moves Into the Cloud Contact Center Space With an Eye to Enhance Omnichannel Service Delivery
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.
Salesforce recently announced the introduction of two new vertical-specialized solutions: Consumer Goods Cloud and Manufacturing Cloud. The introduction is a clear signal that Salesforce is pushing ahead with its approach to create industry-specialized versions of its popular Sales, Marketing, and Customer Service solutions.
Freshworks recently published a study showing that only 12% of customer relationship management (CRM) users leverage an AI-based tool.
Salesforce Looks to Go Further in the Field by Announcing Acquisition of Field Service Vendor ClickSoftware
ClickSoftware has been a mainstay of the field service automation (FSA) space. While Salesforce is a recognized market leader in general customer service management (CSM) arena, its capabilities for FSA have lagged behind others. The acquisition of ClickSoftware will provide Salesforce not just a roster of accounts, but intellectual property that can be folded into its Field Service Lightning Solution.
Conversational Coaching Was Introduced at Dreamforce 2019 – But Can Salesforce Leapfrog Innovative Entrants in the Space?
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.