Customer Relationship Management
San Francisco, CA
Overall Rank: 17
Category Rank: 1
- Top Software Company of 2021
- Top Software Company of 2020
Salesforce continues to set the standard for customer relationship management (CRM) platforms, boasting a relationship of trust and collaboration with thousands of companies worldwide. Pioneering the very concept of SaaS since the company’s founding in 1999 by Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez, Salesforce maintains its reputation for excellence.
The crown jewel of Salesforce’s offerings is still its Customer 360 platform, representing the union of discrete pieces of customer data into a robust whole and shared securely throughout a company’s applications and departments. The Trailhead Training Platform, Lightning App Builder, and other offerings bring businesses greater control of their cloud-based infrastructure, automation-powered sales and marketing processes, and next-level commerce and analytics solutions. For SMBs as well as large enterprises, Salesforce remains the gold standard when it comes to CRM.
Already considered a top CRM company in the world over the previous decade, Salesforce is raising the bar still higher, now boasting an ARR in excess of $24 billion. Its Dreamforce conference will be held globally for the first time in 2021, bringing its unique portfolio of products to the broadest audience yet.
Salesforce Sales Cloud
This CRM tool enables users to drive growth to accounts by finding new customers and closing deals. Features such as contact and opportunity management, reports, dashboards, sales forecasting, and more add to the quality of the business-customer relationship. The Sales Cloud can also cover territory management and collaboration on sales processes.
Salesforce Service Cloud
A specialized customer service application, Salesforce Service Cloud makes for a more personalized support experience for customers by optimizing channel communications like email, phone, and live chat. The application’s console gives sales staff a sweeping overview and the relevant details of cases to bolster productivity and turnover. On the customer side, a self-service portal and community within the application puts the power of problem solving in their hands in order to reduce ticket volume and potential case load.
Salesforce Marketing Cloud
The Marketing Cloud is an automation platform that brings advertising mastery to users. Instead of a full-court press on a big-picture marketing campaign, the platform can carve out specific paths for personalized plays across different devices and channels. Essentially, marketers can deliver a tailored message at the optimal time to enhance return on effort metrics throughout all phases of a customer relationship. By being able to cover a large customer base without internalizing every particular facet of customer interactions, marketers can more easily guide their campaigns and earn positive feedback.
Salesforce Community Cloud
This platform is a true community-builder, connecting all relevant parties in a business ecosystem. It extends beyond the basic customer-employee-partner relationships to associate job applicants, vendors, suppliers, and other seemingly tangential partakers of the business chain. The Community Cloud social platform is a surefire win for collaboration and communication, and provides a home for file, data, and record sharing on any device.
Salesforce has achieved net-zero emissions for all of its global operations and carries out its business with customers on a carbon-neutral cloud platform.
Sustainability Cloud allows customers full insight into green initiative progress. They can track the Scope 3 emissions of the company, in addition to value chain emissions produced from purchased goods or business travel.
Salesforce’s 1.5 degree Science Based Target invokes 250 of its top suppliers to set SBTs of their own by 2024. Those suppliers account for 60% of Salesforce’s total Scope 3 emissions, and as of 2020, suppliers representing 28% of emissions have committed to SBT goals.
The company recently hit the 10 million milestone of its decade-long pledge to conserve, restore, and foster 100 million trees by 2030, in solidarity with the 1t.org mission.
The Salesforce Foundations assists children and teens in realizing their full potential by funding programs in education, workforce development, and child welfare. He foundation has partnered with school districts and education nonprofits such as Oakland Unified School District (U.S.), Big Education (U.K.), Ada, the National College for Digital Skills (U.K.) and Compass Family Services (U.S).
Salesforce’s Philanthropy Cloud is a tool for nonprofits to maximize their value and meet desired outcomes with the power of the Salesforce Platform.
Diversity & Inclusion
The company has made public a representation goal for 2023 that seeks to raise the amount of underrepresented staff by 50%. Currently, 47.4% of Salesforce’s U.S. workforce is comprised of women, Black, Latinx, indigenous, and other underrepresented groups. The company has also set a goal to double the representation of Black staffers in executive or leadership roles, in addition to all underrepresented ethnic minorities in leadership, by 2023.