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1、The Stateof Salesforce202223Unlocking the next wave of business valueSalesforce continues to be a significant force in the customer success strategy of many businesses. This years report highlights thata majority of customers surveyed plan to increase their Salesforce investments next year.11In the
2、past few years, we have experienced a time of accelerated technology investments to stay operational amid massive market disruptions. Social, economic, political and environmental conditions have exposed a number of vulnerabilities in existing systems, processes and networks. Companies firmly rooted
3、 in digital and cloud technology have demonstrated an ability to endure these challenges more effectively than their counterparts. Now, as the status quo has shifted decisively toward cloud technology, the question isnt whether to invest its how to strategically optimize those investments to acceler
4、ate business value.We are witnessing a pervasive shift in peoples values, expectations and needs in the face of crises, as well as revolutionary advancements in technology. With the global economy on the edge of another potential recession and rising global inflation, businesses are working to meet
5、customer and employee needs while also preparing their organizations to keep pace in this new state of perennial change. But a few crucial things havent changed.What hasnt changed:The value of innovation and its abilityto drive meaningful progressThe potential of technology to transformhow the world
6、 does businessOur ability to imagine a better worldand act on that visionThis year, The State of Salesforce report celebrates theresilience and combined impact of people, process andtechnology. We explore the powerful ways organizationscan engage with the Salesforce product suite to continuegrowing
7、and evolving their businesses.Enterprise leaders are looking to unlock the next waveof business value by improving how they use Salesforcetechnology to advance human-centered experiences.IBM is proud to share the latest research and insights intothe Salesforce ecosystem. Were excited to continue our
8、work, helping organizations advance in their ongoingtransformation journey, as we also work together toimprove the state of the world.Al JenkinsManaging Partner, SalesforceIBM Consulting2Salesforces Clouds and suite of product solutions arestill underexploited in many businesses. Growth opportunitie
9、s abound for organizations that look to use the platforms capabilities to their fullest extent.Leading companies are maximizing the value of the Salesforce platform through a holistic approach to business transformation. Theyre using Salesforce technology to advance their business mission while also
10、 creating an essential business system thats agile enough to withstand and thrive in a world constantly in flux.Todays modern enterprise, while large and complex, must also be flexible, adaptable and innovative. Optimizing the Salesforce platform is a marathon, not a sprint. Businesses are realizing
11、 that to achieve ongoing innovation and drive real value, they need to use the power of the Salesforce platform across their entire business, not only in discrete units or departments.The companies that will outperform competitors are building momentum with Salesforce products to deliver consistent
12、advancements that snowball and accelerate progress.The State of Salesforce 202223 report has identified four key trends that offer insights into how companies are unlocking the next wave of value with Salesforce.Trend 1Harmonize operationswith cross-cloudTrend 2Thrive in atrust economyTrend 3Innovat
13、e smarter,not harderTrend 4Make sustainability atransformation catalyst4The State of Salesforce 2022 23Trend 1Harmonize operations with cross-cloudWith the massive shift to remote and hybrid workenvironments, businesses are filtering everythingthey do through a virtual lens from marketing andsales t
14、o operations and service. Modernizing workso employees stay productive and connected nowmeans embracing cross-cloud experiences andoperations that make their work easier, faster andmore insightful. Salesforce technology becomesan engagement layer, facilitating connections andexperiences for the netw
15、ork of employees, partnersand customers that drive success.A next wave of business value lies in using theSalesforce platforms cross-cloud capabilitiesto optimize digital operations. Enterprisesneed to allow the platform to empower humanconnection in every environment, whether virtualor in person. L
16、eading companies are pursuingoperational excellence reducing costs, rampingup productivity, streamlining processes and retainingemployees and using Salesforce technology to:1. Go with the workflow2. Accelerate revenue streams3. Deliver true Customer 360Customers surveyed believeSalesforce products c
17、reatebusiness value against thesetop objectives 181%businessproductivity81%customersatisfaction76%employeesatisfaction6The State of Salesforce 2022 237Trend 01: Harmonize operations with cross-cloudGo with theworkflowSurveyed customers usingthe Salesforce platform tostreamline workflows report1Many
18、business leaders are using or planning to use AI to improve and automate business processes within the Salesforce platform.Most leaders understand AIs ability to impact automation, productivity and employee satisfaction. But the biggest competitive advantage will likely go to the enterprises that us
19、e intelligent workflows to build a digital headquarters that shrink geographical divides, accelerate productivity and eliminate silos.Salesforces Slack messaging application has thepotential to be much more than a communicationstool, but it will take vision to fully realize itspossibilities across t
20、he enterprise. If companiesembed AI, natural language processing (NLP)and workflow processing into Slack, it can becomea fully digital employee experience, managinginternal operations like HR and IT support whilealso facilitating external engagement with partnersand clients.These incremental improve
21、ments have the potential to free up employees for higher-value, customer-focused tasks. In a increasingly virtual world, where businesses are focused on amplifying human talents through digitization, the companies that centralize their operations into a digital headquarters, and power that headquart
22、erswith intelligent workflows, are poised to come out ahead when it comes to service, productivity and innovation.85%of customers surveyedplan to pair data withAI technologies tostreamline and automatebusiness processes inthe Salesforce platform.1costs60%52%lower65%increaseincrease inin employeeacti
23、onable businesssatisfactioninsights8The State of Salesforce 2022 239Trend 01: Harmonize operations with cross-cloudCase StudyIBM made the executive decision in 2015 to become amore agile organization to spur faster decision-making,IBMs digital HQ: On themore transparency and accelerated operations.
24、It sawbuilding a digital HQ with Slack and Customer 360cutting edge of innovationas a path to improve IBM sales, client service, HR, ITsupport and more to strengthen company culture andand excellenceperformance and streamline workforce management.Streamlining onboarding and retentionNew employees ar
25、e onboarded through Slack andconnected directly into the channels and conversationsthey need for success without missing a beat.Ramping up sales performanceSlack plus Sales Cloud accelerates sales cycles byautomating processes and making it easy to bring incross-functional partners to swarm on a dea
26、l with lesscontext switching.Accelerating service resolutionSlack plus Service Cloud extends workflows acrossthe business, mobilizing teams to swarm on real-timedata and find answers faster. AI recommendationshelp simplify the service experience for agents, andemployees execute joint solutions direc
27、tly in Slack.The tangible impact26%of IBMs Slack digital HQis significant.decrease in time to resolutionwith Slack and Service Cloud.2545 minspoint increase in case supportsis the average time employeesnet promoter score. Channelssave per day because 3,500+flattened the organization,off-the-shelf an
28、d custom appsspurring unprecedentedare integrated and running 3,400collaboration, transparency, andworkflows each month.decision-making.10The State of Salesforce 2022 2311Trend 01: Harmonize operations with cross-cloudAcceleraterevenue streamsCase StudyGlobal partnercommunity drives salesand engagem
29、entA leading HVAC provider with a global contractor and distributor partner community needed to modernize its partner relationship management. Using Salesforce Experience Cloud integrated with Sales Cloud and Service Cloud, plus CPQ they built a single-sign-on digital community that gave contractors
30、 and distributors easy access to relevant information and incentivized them to move up within a tiered program.Partners are customers they need the same quality experiences and support as the customers they impact downstream. The growth of global partner networks as a revenue stream makes it imperat
31、ive for organizations to forge deeper, faster and more informative relationships with suppliers, resellers and service providers.Cross-cloud alignment between Sales Cloud, Service Cloud, Marketing Cloud and Experience Cloud can provide your business with the knowledge, connection and service that pa
32、rtners require to deliver timely and consistent brand experiences. When partner experiences are static, they seek alternatives to serve their customers, decreasing loyalty and handing deals to competitors.Partners have growth goals too, and theyll prioritize relationships with businesses that active
33、ly work with them to improve revenue. Organizations that modernize their partner relationship management through cross-cloud integration can make their partners jobs easier and faster, unlocking new value for everyone.80%of B2B sales interactionsbetween suppliers andbuyers will occur in digitalchann
34、els by 2025.2Partners can monitor all leads, view and update leadstatus, review service cases and contractor score cards,and sign up for training within the community. Theorganization has streamlined processes for its partners,driving deeper engagement and improving projecttracking while also assist
35、ing with faster quote approvaland reduced training times.Since launching, the30%organization experienced:increase in partneropportunities12+80%hours saved per week on pricedecrease in the time spentquote verificationmanaging contractorcertification and accreditation12The State of Salesforce 2022 231
36、3Trend 01: Harmonize operations with cross-cloudDeliver trueCustomer 360Whatsnext?Integration is the unsung hero of Customer 360. Its the technology layer that can link every data point and touchpoint inside and outside the enterprise. Integration enables more than the business-focused 360-degree vi
37、ew; it powers the customer-focused 360-degree experience. However, just 14% of organizations surveyed have an innovative data integration strategy, and only one-third of businesses surveyed have integrated all the data they need to deliver strategic outcomes into the Salesforce platform.Enterprises
38、that want to move up the maturity curve and provide a true 360-degree experience for customers need to embed their data integration strategy into their digital culture. This progressis achieved through technology integrations that enable data sharing, automation and transparency. Leading companies u
39、se integration software like MuleSoft to reduce friction, cut down manual work and provide transparency and insight across a companys data sources.Immature data integration strategies are likely holding companies back from additional Salesforce cloud value.114%of customers surveyed claim theirbusine
40、sses have an innovative dataintegration strategy.33%of customers surveyed claim theirbusinesses have integrated all thedata they need to deliver strategicoutcomes in Salesforce.1Success in todays digital-first world takes morethan a single Salesforce Cloud. Businesses should tap into the power of th
41、e entire Salesforce Platform and product suite for a true cross-cloud experience and approach digital transformation in a holistic, rather than piecemeal, fashion.Organizations that use the cross-cloud capabilities of Salesforce are investing in people-focused teams and systems that can weather any
42、conditions and deliver exceptional experiences at scale. Theyre unlocking new value through automation, integration and collaboration across the platform to reduce costs, ramp up productivity and deepen connections between employees, partners and customers.For additional learning on this topic explo
43、re IBM resources:Intelligentworkflowsfor digitaltransformationThe intelligentoperationsadvantageIBM Consultingservices for cloud1415Trend 01: Harmonize operations with cross-cloudTrend 2Thrive in atrust economyWeve entered the era of trust for enterprises,governed by peoples desire for checks andbal
44、ances in our digital-first world. People wantto engage with businesses they trust, whetheras customers, partners or employees.The question on many business leaders minds ishow to build within their enterprise and establisha trustworthy reputation. Ultimately, building trustin their enterprise comes down to using digitaltechnology in ways that align and reinforce valuesregarding ethics, transparency, security, privacy and