The Next Phase Of Customer Success
Enterprise IT World|December 2018
The Next Phase Of Customer Success

Salesforce has doubled down and made it a key focus to empower organizations through initiatives like customer-centric digital transformation, vertical alignment, skilling programs and SMB market focus.

From an overall CRM growth point of view, how was the calendar year 2018 from a global and India market perspective?

The CRM industry has changed considerably over the past decade. Cloud services are now standard. Globally, CRM market potential is projected to be $82B by 2025 and growing at 12% annually (Seeking Alpha). Salesforce has been the #1 CRM provider for the fifth consecutive year by IDC. Salesforce grew its overall market share position and increased its revenue more than any other CRM vendor.

Today, every company wants to deliver connected customer experiences across channels and departments. Even SMB enterprises have realized the importance of customer relationships and that technology enables them to chart a more effective growth path. Therefore, companies are increasingly turning to Salesforce to accelerate their digital transformation journey to deliver intelligent and connected customer experiences across every touch point


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December 2018