Everest Group PEAK Matrix® for Salesforce Industry Cloud Service Provider 2023

Early adopters of Salesforce services were looking to effectively manage customer relationships, market targeted products, explore sales performance, and drive cost efficiency riding on the cloud wave. As the Salesforce technology landscape broadened, enterprises’ approach toward Salesforce has evolved from a reactive relationship management approach to a proactive approach toward Customer Experience (CX). Enterprises leverage CX as a key channel that opens new streams of revenue. They seek to create a 360-degree customer view leveraging advanced analytics to better engage and offer a personalized experience to generate new opportunities.

In recent times, enterprise expectations have evolved to generate faster Rol from their Salesforce investments. In this regard, Salesforce has introduced its industry cloud products and augmented industry capabilities through the acquisition of Vlocity. In order to respond to these evolving demand themes, IT service providers are investing in building industry specific solutions to expedite time-to-market needs for their clients and have also made tuck-in acquisitions to fill gaps across their Salesforce services portfolio and further enhance their geographic footprint.

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