From its inception in 1999, Salesforce has turned from a classic CRM platform into an ever-evolving ecosystem serving businesses across every industry – as well as being the #1 CRM provider worldwide, it continues to lead in innovation, user-experience trends and technological growth.
So what are the Salesforce trends to keep an eye out for this year and beyond? Here are our five favourites.
Customer experiences across multiple platforms.
Salesforce Customer 360 gives you a single view of your customers, so you can provide the personalised and convenient experience they expect. It’s basically a consolidation of all Salesforce apps. It works to combine your customer data from service, commerce, marketing, sales, building a universal customer profile and ID that can be used across all Salesforce and external applications—creating a dynamic view of each customer.
More voice bots and voice assistants.
VUI or Voice User Interfaces can boost efficiency and transform the way users search for information and take notes. This year and beyond, we will see Salesforce Einstein (Salesforce first comprehensive AI for CRM) be integrated into Salesforce products as the demand from companies and individuals grows. Einstein Voice Bots will allow you to build your voice-activated assistant branded for your company.
Accessible data analytics.
Tableau Analytics Integration with Salesforce is a vital data visualisation tool, allowing you to understand your business data quickly. With its easy to digest dashboards and worksheets, you no longer have to be afraid of complex data.
Marketing Automation will continue to dominate.
Invest in marketing automation technology and discover how you can develop your customer journeys at scale. Marketing Cloud, a platform used to deliver relevant data based on journeys across channels and devices and Pardot, a SaaS marketing automation platform managed by Salesforce, will continue to help marketers deliver the right message at the right time to the right people throughout all phases of the relationship.
Continue to accelerate your digital transformation.
As more and more customers expect seamless experiences – take a look at how your touchpoints represent the various interactions a customer has with your business, and remove any friction and seems with the collective power of Salesforce and MuleSoft: MuleSoft makes it easy to unify data to deliver a single view of the customer, automate business processes, and build connected experiences.