Salesforce.com customers making broader investments, survey says

The 'State of Salesforce' report arrives days before the cloud vendor's annual Dreamforce conference

Salesforce.com's customers have become more loyal and committed to using products from the vendor and its partners over the past year, according to a new report from consulting firm Bluewolf in collaboration with the MIT Sloan School of Management.

Some 90 percent of the 450 respondents said their Salesforce.com investment is "more valuable to their company today than it was a year ago," according to the "State of Salesforce" study.

Sixty-nine percent said they plan to spend more money on Salesforce.com-related products moving forward, with 27 percent saying that budget would remain flat and only 4 percent planning to slow down spending on Salesforce.com.

Other survey results indicated many companies see Salesforce.com as a development platform and not just a CRM (customer relationship management) application. Sixty percent of respondents intend to spend more money creating custom applications with Salesforce.com's platform, and 52 percent have already or are going to build custom mobile software with its tools.

Salesforce.com's main marketing theme of late has centered on the notion of "customer companies," wherein Salesforce.com's growing set of sales, social media, marketing and support software can help enterprises build deeper relationships with buyers and partners and ultimately benefit their bottom line.

The message is apparently resonating on some level with Salesforce.com's user base, judging from the new study. Eighty-four percent of respondents said they believed that "customer engagement" will become more important than productivity when it comes to growing a business.

Ninety percent of respondents are using the core CRM software Salesforce.com is known for, but 57 percent have invested in its Service Cloud. Another 42 percent are using Salesforce.com's Marketing Cloud catalog, which it has built up by spending billions on acquisitions such as ExactTarget.

In contrast, only 9 percent of respondents are using Salesforce.com Communities, although 21 percent said they plan to buy licenses in the next year.

Salesforce.com customers are also taking interest in the company's AppExchange marketplace, where partners can offer their own applications for sale. Ninety-one percent of respondents have installed at least one AppExchange product and 29 percent have at least five, according to the survey.

The hottest products on the AppExchange lately center on analytics, forecasting, mobility and data cleansing, with mass email tools "cooling off," the survey found.

This is the second year Bluewolf, which provides Salesforce.com implementation services, has released the State of Salesforce survey.

It arrives shortly before Salesforce.com's annual Dreamforce event, which kicks off next weekin San Francisco. This year, Dreamforce is expected to draw 120,000 in-person and virtual attendees, up from 90,000 last year.

Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris' email address is Chris_Kanaracus@idg.com

Join the PC World newsletter!

Error: Please check your email address.

Tags Internet-based applications and servicesCustomer Relationship ManagementapplicationsSalesforce.comit strategyCIO rolesoftwareIT managementcloud computinginternetBluewolf

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Chris Kanaracus

IDG News Service
Show Comments

Essentials

Lexar® JumpDrive® S57 USB 3.0 flash drive

Learn more >

Microsoft L5V-00027 Sculpt Ergonomic Keyboard Desktop

Learn more >

Mobile

Lexar® JumpDrive® S45 USB 3.0 flash drive 

Learn more >

Exec

Lexar® JumpDrive® C20c USB Type-C flash drive 

Learn more >

HD Pan/Tilt Wi-Fi Camera with Night Vision NC450

Learn more >

Lexar® Professional 1800x microSDHC™/microSDXC™ UHS-II cards 

Learn more >

Audio-Technica ATH-ANC70 Noise Cancelling Headphones

Learn more >

Budget

Back To Business Guide

Click for more ›

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre x360

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga 910

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?