Why Salesforce Products Dominate the CRM Market

5 min

CRM platforms have become an essential tool for businesses looking to streamline their busin...

CRM platforms have become an essential tool for businesses looking to streamline their business processes and improve their relationships with customers. Though there are a number of stand-out platforms offering premium CRM services, one company in particular has emerged as the dominant force on the CRM market - Salesforce. From up-and-coming firms to large multinationals, companies of all sizes can benefit from Salesforce products.

As one of the first businesses to offer a customisable and easy-to-use cloud-based CRM tool, Salesforce has managed to carve out an esteemed reputation, a loyal base of customers, and a series of exciting career paths for tech professionals. There are many reasons behind Salesforce’s success, not least because of its comprehensive range of market-leading products. The continued need for CRM tools  Salesforce is set to remain a mainstay of the CRM market for some time to come. 

In this guide, we aim to give you an in-depth understanding of why Salesforce has enjoyed such prosperity. We’ll delve into why Salesforce has been so successful, take a detailed look at the top Salesforce products, and explore the leading benefits of Salesforce for businesses. 

How Salesforce Achieved Success

Established in 1999, Salesforce has always been a company that has been dedicated to empowering businesses to digitally transform their workflows and customer relationships. Combining a customer-centric approach with cutting-edge technology, the company has been at the forefront of helping companies to harness the powers of automation to make day-to-day operations less stressful. Salesforce has also received extensive praise for its strong startup culture, vibrant community of users and professionals, and philanthropy through its commitment to the 1-1-1 model. 

A key milestone for Salesforce came in 2004 when they decided to go public. The company was able to raise 110 million dollars at 11 dollars per share, a promising sign of the prosperity that was yet to come. One of their most innovative moves was launching AppExchange in 2005, an enterprise cloud marketplace that allows third-party developers to create applications for their Salesforce customers. This open, collaborative approach has been a core value of the business for many years, driving innovation and engagement. 

In recent years, Salesforce has developed a keen awareness of the issues that impact the CRM market, tech industry, and society as a whole. For instance, they have sought to remain at the cutting edge of innovation by introducing their own AI tool Einstein GPT, the world’s first generative AI specifically designed for CRM purposes.They’ve also been advocates for sustainability, having achieved 100% renewable energy for all of their operations. 

Top Salesforce Products Shaping the CRM Market

Despite the various economic challenges over the past few years, Salesforce has been able to set itself apart from other CRM platforms like HubSpot and Pipedrive. A key reason for this is that their products are highly customizable, giving users the opportunity to ensure that the Salesforce tools they use are perfectly suited for their businesses. 

Whether you are a large company looking to optimise your sales and marketing processes, or a start-up that wants to improve your customer support capabilities, Salesforce is sure to have a product that suits your needs. Let’s explore the top Salesforce products that are currently on offer. 

1. Sales Cloud 

Dating back to Salesforce’s founding in 1999 Sales Cloud stands as Salesforce's flagship product, and remains one of the leading CRM products on the market today. Designed to expedite sales cycles, Sales Cloud equips companies with essential tools to handle leads, opportunities, and customer relationships. Targeting B2B businesses, it offers features like quoting, product management, and sales forecasting to empower sales managers. Key features of Sales Cloud include: 

  • Tracks and monitors every customer's sales journey from start to finish in one place
  • Uses automation and sales management tools to sell more efficiently, allowing you to focus on delivering a great customer experience and closing deals
  • Spends less time on administrative tasks and more time on selling with a single view of each customer
  • Connects your apps to Salesforce and integrate existing productivity tools for seamless work between applications

2. Data Cloud 

Salesforce Data Cloud is a cutting-edge platform that offers the capability to ingest and store real-time data streams on a massive scale, empowering businesses to create highly personalised customer experiences. By harnessing this real-time data, companies can automate various tasks across Salesforce CRM, Marketing Cloud, Commerce, and Salesforce Flow. 

The platform's multi-source data ingestion ensures a comprehensive view of customer interactions and behaviours, integrating data from various Salesforce sources like Mulesoft and Marketing Cloud, as well as customers' proprietary apps and data sources. Key features of Data Cloud include: 

  • Integrates all customer data from various apps, devices, and real-time streams with out-of-the-box connectors
  • Automatically unifies all data into a single customer graph for a comprehensive view
  • Empowers any department or industry with unified customer profiles that adapt to real-time activities
  • Leverages the power of real-time data from any source to build a single view of customers and take immediate action across Customer 360 with Data Cloud

3. Service Cloud 

Salesforce Service Cloud is a platform designed to support and enhance a business' customer support team. It enables customers to reach out to a company through various channels such as email support, live chat, or phone, and assists customer agents in efficiently finding and processing resolutions to their issues. 

If you've ever used live chat or created a support ticket to contact a company, it’s likely that they were utilising a system akin to Service Cloud to provide effective customer service. Key features of Service Cloud include: 

  • Optimises workflows for faster, more accurate customer service
  • Consolidates customer service cases from various channels into a single view
  • Improves time to resolution by creating a knowledge base for quick answers
  • Reduces handling time with easy access to customer details and history

4. Marketing Cloud 

Salesforce Marketing Cloud is an all-in-one digital platform that automates marketing across multiple channels, including email, mobile apps, SMS, and websites. It seamlessly integrates with other Salesforce products, enabling smooth data flow between CRM systems. Key features of Marketing Cloud include: 

  • Automates marketing across multiple channels with intelligent marketing automation
  • Delivers personalised digital communications that adapt to your customer's changing behaviour 
  • Deploys campaigns quickly and collaborate with teams using mobile apps.
  • Gains insights from real-time data to understand customer needs and support them with relevant marketing

Are you a company looking to make the most of the benefits of Salesforce? We have the means to provide you with the right candidates to help you with your Salesforce experience. You can read all about our expertise by checking our dedicated vertical page

The Key Benefits of Salesforce for Businesses  

So far, we have discussed the merits of the leading Salesforce products, but to give you an even bigger picture of the advantages that Salesforce can bring to your business, let’s delve into 5 of the key benefits. Research has found that there are 150,000 Salesforce product-users worldwide, an eye-catching stat that demonstrates just how influential the platform has become. Judging by the benefits we’ll explore here, there can be little wonder why Salesforce has remained a trusted CRM platform for so many companies. 

2. Enhanced Time Management 

Running a business is a time-consuming venture, and managers are always looking for ways to enhance time management. Repetitive tasks like sending reminder emails, manual record-keeping, and creating tickets in help desks may be laborious, but they are nonetheless essential. Salesforce products are able to support companies in reducing time spent on menial tasks, allowing their staff to get on with more important duties. 

The platform offers comprehensive customer information and planning resources all in one place, and its calendar feature enables easy project planning, meeting scheduling, and phone call management. A notable example of a company saving valuable time by using Salesforce products is SmartRent. The smart home solutions provider revealed that they saved 120 hours in onboarding time thanks to Salesforce’s automation.  

2. Flexibility for Users 

One of Salesforce's unique selling points lies in its flexibility. Unlike CRM platforms currently on offer, Salesforce allows its users the freedom to personalise the products entirely according to their specific preferences. Users are not bound by pre-defined page layouts, workflows, or processes, and enjoy a level of flexibility that the majority of Salesforce’s competitors cannot provide. 

Salesforce able provides tools designed to simplify data management and integration with other applications. With standard API links and a wide variety of applications in Appexchange, the platform also allows companies to seamlessly integrate Salesforce with other systems, thereby extending its functionality. 

3. Increased Revenue

As we touched on earlier, Salesforce reduces time spent on administrative tasks, allowing more focus on building customer relationships. As well as saving you valuable time, Salesforce also has the potential to increase your revenue significantly. Research from 2022 found that companies using Salesforce products save 25% in IT cost savings on average, a figure that illustrates the tangible financial benefits that the platform provides. 

This revenue boost doesn’t just come from minimising time-consuming work. By providing users with a 360-degree customer view, Salesforce allows businesses to get a better understanding of their customers, allowing them to personalise their approach and enhance customer experiences. Salesforce also provides tools that can support your sales coaching efforts, enabling managers to improve their sales techniques and attract more customers. 

5. Greater Customer Satisfaction

Salesforce's efficient management system provides quick access to customer information, purchase history, and preferences, enabling better customer service. With a range of handy tools designed to manage customer communication across numerous channels, the platform is able to facilitate a much better client-customer relationship. 

Research conducted by Salesforce highlights that 80% of customers say the experience of a company is just as important as its products. With features like case management and AI-driven recommendations, Salesforce’s Service Cloud is certainly geared toward facilitating exceptional customer experiences. 

This customer-oriented approach has allowed the company to garner a reputation for being the CRM market’s leading light in customer engagement. Owing to their outstanding services, Salesforce has built up a base of satisfied customers, many of whom have gone on to become brand ambassadors.

5. Data Analytics Tools

Salesforce’s data analytics tools have been an integral part of the company’s appeal for many years. They allow businesses to efficiently monitor customers' past records, gaining real-time insights into their expectations and needs. These tools empower companies to craft targeted marketing campaigns and strategies that enhance customer engagement and drive more traffic to their websites.

Given that CRM analytics users report a 30% boost in user productivity, it is clear that CRM analytics serves a vital purpose, and Salesforce have been able to successfully corner the market. A particularly innovative tool that Salesforce offers is Wave Analytics, a feature that produces reports and dashboards with complex data in a short window of time. Further advantages of Salesforce’s data analytics tools include a mobile-friendly design, simplified security governance, and enhanced overall performance. 

The Final Word 

Salesforce has undeniably achieved remarkable success as the dominant force in the CRM market. With a customer-centric approach, cutting-edge technology, and a commitment to innovation, the company has earned an esteemed reputation and a loyal customer base. From its early days as a customisable cloud-based CRM tool to its current position as a provider of comprehensive market-leading products, Salesforce has continuously evolved to meet the changing needs of businesses worldwide.

As the CRM market continues to evolve, Salesforce is poised to remain a mainstay due to its continuous innovation, adaptability, and customer-centric approach. Businesses looking to optimise their processes and improve customer relationships can confidently turn to Salesforce as a reliable and effective solution. Given the benefits of Salesforce, the platform is likely to retain its position as a leader in the CRM industry for years to come.

Our Dedication to Salesforce Recruitment 

At MA, we are passionate about sourcing the best and brightest professionals for our clients’ available roles. With a track record of helping candidates and clients to succeed in their recruitment ambitions, our consultants are ready to offer market-leading support. We look forward to hearing about what you want from your career or talent acquisition strategy, so be sure to reach out to us today.