bluewolf-Salesforce的状态（英文）-2020.1-73页_2mb

The State of Salesforce Summary

Core Content

The State of Salesforce report highlights how leading organizations are leveraging Salesforce to transform their business models and enhance customer and employee experiences. It emphasizes the shift from "outside-in" to "inside-out" digital transformation, focusing on internal processes, data integration, and the scaling of AI and other emerging technologies.

Main Trends and Insights

1. The Cognitive Enterprise

• Definition: A new era of business where innovation is delivered at startup speed but at enterprise scale.
• Focus: Prioritizing customer experience (CX) and employee experience (EX), with AI playing a key role in enhancing human decision-making.
• Key Insight: AI is not just a tool but a means to understand human behavior and improve business processes.

2. Customer 360° and Data Integration

• Customer 360°: A unified customer profile is essential for delivering personalized experiences.
• Data Integration: 90% of Salesforce customers prioritize integrating data sources.
• MuleSoft: Acquired by Salesforce, MuleSoft enables seamless integration across hybrid environments, with 82% of IT users planning to invest in it.

3. AI Scaling and Employee Empowerment

• AI Adoption: 83% of businesses piloting AI plan to implement it within 18 months.
• Use Cases: AI is used to enhance data insights, automate tasks, and recommend next best actions.
• Training: Investing in employee training and reskilling is crucial for successful AI implementation.

4. Lightning Experience

• Adoption: Lightning Experience is becoming the preferred UI/UX, with a predicted shift to mandatory usage.
• Benefits: Enhances productivity, responsiveness, and access to actionable intelligence through tools like Einstein, Tableau, and others.

5. Salesforce DevOps

• Agile and DevOps: Agile methodologies combined with Salesforce DevOps are key to managing the Salesforce development pipeline.
• Benefits: Includes faster feature delivery, better collaboration, and more time for innovation.
• Adoption: 49% of IT teams use Salesforce-native DevOps, with 30% using a combination approach.

6. Salesforce Simplification

• Consolidation: Companies are consolidating Salesforce instances to centralize data and support standardized processes.
• Reasons: Includes mergers, legacy system integration, and expanding to new Salesforce Clouds.

7. Marketing and AI

• Marketing Evolution: Marketers are using AI to monitor customer behavior, generate content, and personalize interactions.
• Top AI Use Cases: Content generation (65%), website personalization (64%), and social media monitoring (61%).
• Integration: Marketing Cloud and Pardot are used together for B2B and B2C strategies, with cross-cloud integration improving customer view.

8. Cross-Channel Integration

• Marketing Cloud: Enables personalized customer engagement across multiple channels.
• Benefits: Marketers using both Marketing Cloud and Sales Cloud are 51% more likely to create a shared customer view.
• Challenges: Less than half of Marketing Cloud users can achieve a unified customer view across all channels.

9. Commerce Cloud and Personalization

• Customer Expectations: Customers expect seamless, personalized shopping experiences.
• Commerce Cloud: Helps in creating a unified platform for commerce, integrating with Sales Cloud and Service Cloud.
• B2B Commerce: Is gaining traction, with solutions like Salesforce CPQ and B2B Commerce enabling more transparency and visibility.

10. 24/7 Salesforce Management

• Importance: 24/7 management is becoming a standard practice to maintain Salesforce relevance and responsiveness.
• ROI: 67% of customers using consulting partners for 24/7 management achieve target ROI.

Key Statistics

• 9 out of 10 Salesforce customers prioritize data integration.
• 82% of Commerce Cloud customers use Sales Cloud, 76% use Marketing Cloud or Pardot.
• 49% of IT teams use Agile methodology for Salesforce projects.
• 65% of marketers use AI for content generation.
• 51% of marketers using both Marketing Cloud and Sales Cloud are satisfied with their ability to create a shared customer view.

Conclusion

The report underscores the importance of data integration, AI scaling, and a unified platform approach in driving business transformation. It emphasizes that the future of business lies in the Cognitive Enterprise, where organizations must balance innovation with human-centric strategies and internal agility to stay competitive.