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Introduction

Salesforce has been named as a CRM leader in Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016–17.

Highlights

  • A seismic shift is underway, with enterprises moving away from just the traditional customer relationship management (CRM) basics of marketing campaign management, sales force automation, and service to create full customer engagement platforms.

Features and Benefits

  • Assesses the Salesforce Customer Success Platform.
  • Examines the breadth and capabilities of the Salesforce Customer Success Platform.

Key questions answered

  • How effective is the Salesforce Customer Success Platform as a foundation for omnichannel customer engagement?
  • How does the Salesforce Customer Success Platform differ from traditional CRM and what are its advantages?

Table of contents

Summary

  • Catalyst
  • Key messages
  • Ovum view

Recommendations for enterprises

  • Why consider Salesforce Customer Success Platform?

SWOT analysis

  • Strengths
  • Weaknesses
  • Opportunities
  • Threats

Data sheet

  • Key facts about the solution

Appendix

  • Methodology
  • Further reading
  • Author

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