SOURCE: Bluewolf


October 06, 2014 10:00 ET

Bluewolf's Annual 'The State of Salesforce' Report Reveals Business Outcomes Drive Strategy and Digital Customer Experiences

Global Research Uncovers Growing Investments in Multi-Cloud, Salesforce1, and Predictive Analytics to Boost Digital Innovation

NEW YORK, NY--(Marketwired - October 06, 2014) - Bluewolf, a leading global business consulting firm, today released its third annual "The State of Salesforce" report that evaluates how companies use, innovate, and prioritize spending on the world's leading CRM platform. Using data gathered in collaboration with the MIT Sloan School of Management and based on insights from more than 1,000 customers worldwide, the 2014-2015 report dives deep into the business impact being realized by enterprise organizations using Salesforce and its leading role in driving digital transformation and customer engagement.

The report indicates that business outcomes have re-emerged as a primary driver of how organizations prioritize strategic initiatives and digital customer experiences. Enterprise organizations are moving away from the idea that technology drives company strategy. Instead, they're re-emphasizing business strategies and focusing on how digital customer experiences accelerate lasting and meaningful business outcomes.

Top line growth and an improved customer experience were cited three times more often than any other business challenge, and are guiding new technology investments. Bluewolf's report revealed that 70 percent of companies are diverting budget from on-premise infrastructure to fund cloud-based solutions. This investment growth and expansion is having a direct impact as 46 percent of C-level executives say that Salesforce has measurably improved their customer experience.

Digital disruption and increasing customer expectations are forcing organizations to compete on the basis of customer experience. To remain competitive, companies are increasing their focus on frictionless experiences that span the entire customer lifecycle. Not innovating, or even just adapting to customer and market pressures, will result in a negative impact on the business.

Budget owners see's products and Platform as critical to this mission, as 71 percent are planning to increase their spend with over the coming year, with 12 percent of those influencers increasing budgets by more than 50 percent. Bluewolf anticipates that multi-cloud investments, mobile, and, intelligent data stand to gain the largest share of new investments and existing budgets.

"This year's report is our largest and most in-depth report yet," said Eric Berridge, CEO of Bluewolf. "Bluewolf continues to deliver critical market insights, with both context and action into how customers worldwide -- across marketing, services, sales, and IT -- use Salesforce to accelerate business outcomes. We have also drilled down the data further with a separate Financial Services-specific analysis, and have planned versions for the UK and APAC regions forthcoming."

Bluewolf's "State of Salesforce" uncovered several key trends tied to achieving business outcomes, including:

  • Multi-Cloud is the new standard -- 54 percent of companies are using two or more Salesforce clouds, spanning sales, service, marketing, and communities. Organizations are quickly taking a more encompassing cloud approach in an effort to have a broader impact on customer experience and business outcomes:
    • Service Cloud is the command center of the customer voice -- 46 percent of customers have invested in Service Cloud. It has emerged as the second most adopted cloud and is helping to transform customer service departments and revolutionize the way agents interact with their customers.
    • Marketing is leading digital transformation strategies -- 91 percent of companies using Salesforce say that marketing has a strong voice at the executive level. With expanded influence over business strategy, marketing is leading the shift to meet customers' digital expectations. Bluewolf predicts that customer investments in Salesforce ExactTarget Marketing Cloud will grow significantly over the next year, as 65 percent of customers who have synced Salesforce with Marketing Automation see more innovation potential with Salesforce.
  • Mobile is the cornerstone of digital disruption -- 89 percent of customers are already using Salesforce1 mobile solutions, and 45 percent of customers are increasing their investment in mobile initiatives over the next 12 months. Mobile is the largest digital enabler affecting customer and business interactions -- and they're only getting smarter, adding more context and intelligence to get closer to their customers.
  • Data predicts what customers want -- 71 percent of companies will increase their investments in data and analytics in the coming year. There is now a business cost to not innovating, and companies investing in predictive analytics are three times more likely to be experiencing the full innovation potential of Salesforce.

"Bluewolf's goal is to put every client conversation into the broader context of 'what is the outcome your business is looking to drive,'" continued Berridge. "This annual report is an essential tool that our experts use to guide strategic conversations with clients around the alignment of people, process, and how cloud technology unlocks customer engagement and will power new levels of business performance."

Bluewolf's annual review surveyed more than 1,000 business and technology leaders worldwide. The respondents were employees in very large enterprises (more than 1,000 employees), large enterprises (up to 1,000 employees), and medium to small enterprises (fewer than 500 employees). The study was conducted via online survey from June to August 2014. Data collection was done in collaboration with the MIT Sloan School of Management.

  • Click here to download the full report and the Financial Services report insert.
  • Benchmark yourself - Receive a personalized report comparing your Salesforce use and investment to leading customers. 

About Bluewolf
Bluewolf is a global business consulting firm that helps companies produce extraordinary customer moments to transform their business. Named a global leader in the ecosystem by IDC MarketScape, Bluewolf's strategic business consulting, cloud implementation, change management and learning, and cloud management and governance services help customer-obsessed enterprises realize business outcomes in weeks, not years. With 14+ years of expertise in cloud computing, our proven Agile Business Transformation methodology, and entrepreneurial people, rapidly innovates business processes and technologies to accelerate business results. To learn more, visit or connect with us on Twitter, Facebook, LinkedIn and YouTube.

Salesforce, Salesforce1 and others are among the trademarks of, inc.

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