Category Archives: SaaS
Informatica joins new ServiceMax Marketplace – offers rapid, cost effective integration with ERP and Cloud apps for Field Service Automation
To deliver flawless field service, companies often require integration across multiple applications for various work processes. A good example is automatically ordering and shipping parts through an ERP system to arrive ahead of a timely field service visit. Informatica has partnered with ServiceMax, the leading field service automation solution, and subsequently joined the new ServiceMax Marketplace to offer customers integration solutions for many ERP and Cloud applications frequently involved in ServiceMax deployments. Comprised of Cloud Integration Templates built on Informatica Cloud for frequent customer integration “patterns”, these solutions will speed and cost contain the ServiceMax implementation cycle and help customers realize the full potential of their field service initiatives.
Existing members of the ServiceMax Community can see a demo or take advantage of a free 30-day trial that provides full capabilities of Informatica Cloud Integration for ServiceMax with prebuilt connectors to hundreds of 3rd party systems including SAP, Oracle, Salesforce, Netsuite and Workday, powered by the Informatica Vibe virtual data machine for near-universal access to cloud and on-premise data. The Informatica Cloud Integration for Servicemax solution:
- Accelerates ERP integration through prebuilt Cloud templates focused on key work processes and the objects on common between systems as much as 85%
- Synchronizes key master data such as Customer Master, Material Master, Sales Orders, Plant information, Stock history and others
- Enables simplified implementation and customization through easy to use user interfaces
- Eliminates the need for IT intervention during configuration and deployment of ServiceMax integrations.
We look forward to working with ServiceMax through the ServiceMax Marketplace to help joint customers deliver Flawless Service!
With Informatica’s Data Mania on Wednesday, I’ve been thinking a lot lately about REST APIs. In particular, I’ve been considering how and why they’ve become so ubiquitous, especially for SaaS companies. Today they are the prerequisite for any company looking to connect with other ecosystems, accelerate adoption and, ultimately, separate themselves from the pack.
Let’s unpack why.
To trace the rise of the REST API, we’ll first need to take a look at the SOAP web services protocol that preceded it. SOAP is still very much in play and remains important to many application integration scenarios. But it doesn’t receive much use or love from the thousands of SaaS applications that just want to get or place data with one another or in one of the large SaaS ecosystems like Salesforce.
Why this is the case has more to do with needs and demands of a SaaS business than it does with the capabilities of SOAP web services. SOAP, as it turns out, is perfectly fine for making and receiving web service calls, but it does require work on behalf of both the calling application and the producing application. And therein lies the rub.
SOAP web service calls are by their very nature incredibly structured arrangements, with specifications that must be clearly defined by both parties. Only after both the calling and producing application have their frameworks in place can the call be validated. While the contract within SOAP WSDLs makes SOAP more robust, it also makes it too rigid, and less adaptable to change. But today’s apps need a more agile and more loosely defined API framework that requires less work to consume and can adapt to the inevitable and frequent changes demanded by cloud applications.
Enter REST APIs
REST APIs are the perfect vehicle for today’s SaaS businesses and mash-up applications. Sure, they’re more loosely defined than SOAP, but when all you want to do is get and receive some data, now, in the context you need, nothing is easier or better for the job than a REST API.
With a REST API, the calls are mostly done as HTTP with some loose structure and don’t require a lot of mechanics from the calling application, or effort on behalf of the producing application.
SaaS businesses prefer REST APIs because they are easy to consume. They also make it easy to onboard new customers and extend the use of the platform to other applications. The latter is important because it is primarily through integration that SaaS applications get to become part of an enterprise business process and gain the stickiness needed to accelerate adoption and growth.
Without APIs of any sort, integration can only be done through manual data movement, which opens the application and enterprise up to the potential errors caused by fat-finger data movement. That typically will give you the opposite result of stickiness, and is to be avoided at all costs.
While publishing an API as a way to get and receive data from other applications is a great start, it is just a means to an end. If you’re a SaaS business with greater ambitions, you may want to consider taking the next step of building native connectors to other apps using an integration system such as Informatica Cloud. A connector can provide a nice layer of abstraction on the APIs so that the data can be accessed as application data objects within business processes. Clearly, stickiness with any SaaS application improves in direct proportion to the number of business processes or other applications that it is integrated with.
The Informatica Cloud Connector SDK is Java-based and enables you easily to cut and paste the code necessary to create the connectors. Informatica Cloud’s SDKs are also richer and make it possible for you to adapt the REST API to something any business user will want to use – which is a huge advantage.
In addition to making your app stickier, native connectors have the added benefit of increasing your portability. Without this layer of abstraction, direct interaction with a REST API that’s been structurally changed would be impossible without also changing the data flows that depend on it. Building a native connector makes you more agile, and inoculates your custom built integration from breaking.
Building your connectors with Informatica Cloud also provides you with some other advantages. One of the most important is entrance to a community that includes all of the major cloud ecosystems and the thousands of business apps that orbit them. As a participant, you’ll become part of an interconnected web of applications that make up the business processes for the enterprises that use them.
Another ancillary benefit is access to integration templates that you can easily customize to connect with any number of known applications. The templates abstract the complexity from complicated integrations, can be quickly customized with just a few composition screens, and are easily invoked using Informatica Cloud’s APIs.
The best part of all this is that you can use Informatica Cloud’s integration technology to become a part of any business process without stepping outside of your application.
For those interested in continuing the conversation and learning more about how leading SaaS businesses are using REST API’s and native connectors to separate themselves, I invite you to join me at Data Mania, March 4th in San Francisco. Hope to see you there.
It’s no secret that the explosion of software-as-a-service (SaaS) apps has revolutionized the way businesses operate. From humble beginnings, the titans of SaaS today include companies such as Salesforce.com, NetSuite, Marketo, and Workday that have gone public and attained multi-billion dollar valuations. The success of these SaaS leaders has had a domino effect in adjacent areas of the cloud – infrastructure, databases, and analytics.
Amazon Web Services (AWS), which originally had only six services in 2006 with the launch of Amazon EC2, now has over 30 ranging from storage, relational databases, data warehousing, Big Data, and more. Salesforce.com’s Wave platform, Tableau Software, and Qlik have made great advances in the cloud analytics arena, to give better visibility to line-of-business users. And as SaaS applications embrace new software design paradigms that extend their functionality, application performance monitoring (APM) analytics has emerged as a specialized field from vendors such as New Relic and AppDynamics.
So, how exactly did the growth of SaaS contribute to these adjacent sectors taking off?
The growth of SaaS coincided with the growth of powerful smartphones and tablets. Seeing this form factor as important to the end user, SaaS companies rushed to produce mobile apps that offered core functionality on their mobile device. Measuring adoption of these mobile apps was necessary to ensure that future releases met all the needs of the end user. Mobile apps contain a ton of information such as app responsiveness, features utilized, and data consumed. As always, there were several types of users, with some preferring a laptop form factor over a smartphone or tablet. With the ever increasing number of data points to measure within a SaaS app, the area of application performance monitoring analytics really took off.
Simultaneously, the growth of the SaaS titans cemented their reputation as not just applications for a certain line-of-business, but into full-fledged platforms. This growth emboldened a number of SaaS startups to develop apps that solved specialized or even vertical business problems in healthcare, warranty-and-repair, quote-to-cash, and banking. To get started quickly and scale rapidly, these startups leveraged AWS and its plethora of services.
The final sector that has taken off thanks to the growth of SaaS is the area of cloud analytics. SaaS grew by leaps and bounds because of its ease of use, and rapid deployment that could be achieved by business users. Cloud analytics aims to provide the same ease of use for business users when providing deep insights into data in an interactive manner.
In all these different sectors, what’s common is the fact that SaaS growth has created an uptick in the volume of data and the technologies that serve to make it easier to understand. During Informatica’s Data Mania event (March 4th, San Francisco) you’ll find several esteemed executives from Salesforce, Amazon, Adobe, Microsoft, Dun & Bradstreet, Qlik, Marketo, and AppDynamics talk about the importance of data in the world of SaaS.
I have always loved making connections: between people, between a product and its message, between partner companies and their messages. Coming from a creative agency background where I worked with our clients, created messaging, found images, and wrote copy all day, what I did not love was cold hard data. In fact, I’m embarrassed to admit I rarely thought about it. I handed off my creative work and let the client worry about the boring details. As long as they kept coming back, all was well.
Enter year 2008. I decided to go in-house for an IaaS provider, with a laser focus on SaaS companies. In many ways it was an easy transition, with one glaring difference – METRICS. I used every trick in my book to escape tracking and reporting. I was “too busy” with “more important” things. Needless to say, this did not go over well. But my background, along with our non-compatible (how I saw it at the time) systems, had me up nights worrying about the reports I should be doing. In truth, I was too busy to spend an extra several hours pulling information from three systems, sifting through and manually mashing it together in a spreadsheet to get the report I needed. And by the end I always had a huge headache and wasn’t even sure my information was correct. But none of that got me out of doing the work I hated.
Then came the first time I was able to prove a program’s worth; there was a spark of excitement – an awakening to the power of data. For the next several years, through both start-up and enterprise environments, I had a love / hate relationship with data. No company I worked for had integrated SaaS/software systems, and reporting took hours of manual work for me, and my teams. The desire was there, even the occasional win – but it was laden with bitter feelings, from the pain of wasted time and uncertain results.
Everything changed last year when I joined Informatica. For the first time, my marketing automation was integrated with my CRM, which was integrated with my… you know the rest. And reporting? Even that was now easy. For a company that lives and breathes data integration, obviously this makes sense. As a person who’s never experienced this before, I had no idea what a relief it would be until I lived it.
Now imagine unlocking this ease of use not only for your employees (very important), but also for your customers (maybe even more important). I’d like to invite you to Informatica’s first SaaS ecosystem event where data-driven executives from Salesforce.com, AWS, Tableau, Marketo, AppDynamics, D&B, Adobe, NewRelic, and more will share their stories around data and the difference it’s made in their competitive differentiation.
Data Mania is a private event for SaaS leaders, March 4, in San Francisco. Right now, it’s the stealth version of Dreamforce or Oracle Openworld. And like any A-list after party, it’s drawing a who’s-who of SaaS & data industry insiders. It is the event to attend if you are a product management, engineering, professional services or customer success executive at a SaaS company and want to know the data story behind some of the most successful companies in your space.
Planned sessions and panels include something for everyone.
For customer success management, we offer the chance to learn firsthand how native connectors quickly onboard new customers, improve business processes and establish connectivity with other best-of-breed applications.
Engineers and developers – and anyone involved with R&D – will hear how their peers have figured out a way to refocus their attention on developing new products and enhanced features while still providing the data integration required for mass adoption.
And, finally, for product management, we offer freedom — to consider all the potential opportunities and applications that open up when you quit worrying about how “to make the data work and scale” and instead focus on “all the ways data can make your product better” and provide your customers with greater insights and value.
Leading up to Data Mania, we’re also holding Connect-a-thon, a hackathon-like event to get you connected to hundreds of your customers’ cloud and on-premises apps. Connect-a-thon will give your dev team direct access to Informatica Cloud R&D resources – at no cost – to help them develop connectors and custom mappings to make these connections. And if your company is under $5M in annual bookings, and you choose to embed Informatica Cloud, we have a very special offer* for you (think free software and services). Then come to the show for advice on the next steps from your peers and data-driven leaders.
In the end, if you think Salesforce, Adobe, Amazon Web Services, Tableau, Qlik, Dun & Bradstreet and Informatica have something to say about connection and data — and the role they play helping to create the customer-driven enterprise – then you want to be at Data Mania to hear it.
I’m proud of the event we’ve put together and I know you won’t be disappointed. Conceiving and producing Data Mania with a small team here has been my chance to come full circle back to my love of making connections in the SaaS community, using my creative background AND working with the data and metrics I’ve learned to love. I’m counting down the days to the event on March 4th, and I hope you’ll join me. I’ll be the Data Maniac with the biggest smile.
*Offer applies to the first 25 participants
Back in 2004, we saw the rapid growth of SaaS providers such as Salesforce.com. However, there was typically no consistent data integration strategy to go along with the use of SaaS. In many instances, SaaS-delivered applications became the new data silos in the enterprise, silos that lacked a sound integration plan and integration technology.
10 years later, we’ve gotten to a point where we have the ability to solve problems using SaaS and data integration problems around the use of SaaS. However, we typically lack the knowledge and understanding of how to effectively use data integration technology within an enterprise to integrate SaaS problem domains.
Lawson looks at both sides of the SaaS integration argument. “Surveys certainly show that integration is less of a concern for SaaS than in the early days, when nearly 88 percent of SaaS companies said integration concerns would slow down adoption and more than 88 percent said it’s an important or extremely important factor in winning new customers.”
Again, while we’ve certainly gotten better at integration, we’re nowhere near being out of the woods. “A Dimensional Research survey of 350 IT executives showed that 67 percent cited data integration problems as a challenge with SaaS business applications. And as with traditional systems, integration can add hidden costs to your project if you ignore it.”
As I’ve stated many times in this blog, integration requires a bit of planning and the use of solid technology. While this does require some extra effort and money, the return on the value of this work is huge.
SaaS integration requires that you take a bit of a different approach than traditional enterprise integration. SaaS systems typically place your data behind well-defined APIs that can be accessed directly or through a data integration technology. While the information can be consumed by anything that can invoke an API, enterprises still have to deal with structure and content differences, and that’s typically best handled using the right data integration technology.
Other things to consider, things that are again often overlooked, is the need for both data governance and data security around your SaaS integration solution. There should be a centralized control mechanism to support the proper management and security of the data, as well as a mechanism to deal with data quality issues that often emerge when consuming data from any cloud computing services.
The reality is that SaaS is here to stay. Even enterprise software players that put off the move to SaaS-delivered systems, are not standing up SaaS offerings. The economics around the use of SaaS are just way to compelling. However, as SaaS-delivered systems become more common place, so will the emergence of new silos. This will not be an issue, if you leverage the right SaaS integration approach and technology. What will your approach be?
Like me, you probably just returned from an inspiring Sales Kick Off 2015 event. You’ve invested in talented people. You’ve trained them with the skills and knowledge they need to identify, qualify, validate, negotiate and close deals. You’ve invested in world-class applications, like Salesforce Sales Cloud, to empower your sales team to sell more effectively. But does your sales team have what they need to succeed in 2015?
Gartner predicts that as early as next year, companies will compete primarily on the customer experiences they deliver. So, every customer interaction counts. Knowing your customers is key to delivering great sales experiences.
But, inaccurate, inconsistent and disconnected customer information may be holding your sales team back from delivering great sales experiences. If you’re not fueling Salesforce Sales Cloud (or another Sales Force Automation (SFA) application) with clean, consistent and connected customer information, your sales team may be at a disadvantage against the competition.
To successfully compete and deliver great sales experiences more efficiently, your sales team needs a complete picture of their customers. They don’t want to pull information from multiple applications and then reconcile it in spreadsheets. They want direct access to the Total Customer Relationship across channels, touch points and products within their Salesforce Sales Cloud.
Watch this short video comparing a day-in-the-life of two sales reps competing for the same business. One has access to the Total Customer Relationship in Salesforce Sales Cloud, the other does not. Watch now: Salesforce.com with Clean, Consistent and Connected Customer Information.
Is your sales team spending time creating spreadsheets by pulling together customer information from multiple applications and then reconciling it to understand the Total Customer Relationship across channels, touch points and products? If so, how much is it costing your business? Or is your sales team engaging with customers without understanding the Total Customer Relationship? How much is that costing your business?
Many innovative sales leaders are gaining a competitive edge by better leveraging their customer data to empower their sales teams to deliver great sales experiences. They are fueling business and analytical applications, like Salesforce Sales Cloud, with clean, consistent and connected customer information. They are arming their sales teams with direct access to richer customer profiles, which includes the Total Customer Relationship across channels, touch points and products.
What measurable results have these sales leaders acheived? Merrill Lynch boosted sales productivity by 15%, resulting in $50M in annual impact. A $60B manufacturing company improved cross-sell and up-sell success by 5%. Logitech increased across channels: online, in their retail partner’s stores and through distribution partners.
This year, I believe more sales leaders will focus on leveraging their customer information for competitive advantage. This will help them shift from sales automation to sales optimization. What do you think?
A friend of mine recently reached out to me about some advice on CRM solutions in the market. Though I have not worked for a CRM vendor, I’ve had both direct experience working for companies that implemented such solutions to my current role interacting with large and small organizations regarding their data requirements to support ongoing application investments across industries. As we spoke, memories started to surface when he and I had worked on implementing Salesforce.com (SFDC) many years ago. Memories that we wanted to forget but important to call out given his new situation.
We worked together for a large mortgage lending software vendor selling loan origination solutions to brokers and small lenders mainly through email and snail mail based marketing. He was responsible for Marketing Operations, and I ran Product Marketing. The company looked at Salesforce.com to help streamline our sales operations and improve how we marketed and serviced our customers. The existing CRM system was from the early 90’s and though it did what the company needed it to do, it was heavily customized, costly to operate, and served its life. It was time to upgrade, to help grow the business, improve business productivity, and enhance customer relationships.
After 90 days of rolling out SFDC, we ran into some old familiar problems across the business. Sales reps continued to struggle in knowing who was a current customer using our software, marketing managers could not create quality mailing lists for prospecting purposes, and call center reps were not able to tell if the person on the other end was a customer or prospect. Everyone wondered why this was happening given we adopted the best CRM solution in the market. You can imagine the heartburn and ulcers we all had after making such a huge investment in our new CRM solution. C-Level executives were questioning our decisions and blaming the applications. The truth was, the issues were not related to SFDC but the data that we had migrated into the system and the lack proper governance and a capable information architecture to support the required data management integration between systems that caused these significant headaches.
During the implementation phase, IT imported our entire customer database of 200K+ unique customer entities from the old system to SFDC. Unfortunately, the mortgage industry was very transient and on average there were roughly 55K licenses mortgage brokers and lenders in the market and because no one ever validated the accuracy of who was really a customer vs. someone who had ever bought out product, we had a serious data quality issues including:
- Trial users who purchased evaluation copies of our products that expired were tagged as current customers
- Duplicate records caused by manual data entry errors consisting of companies with similar but entered slightly differently with the same business address were tagged as unique customers
- Subsidiaries of parent companies in different parts of the country that were tagged again as a unique customer.
- Lastly, we imported the marketing contact database of prospects which were incorrectly accounted for as a customer in the new system
We also failed to integrate real-time purchasing data and information from our procurement systems for sales and support to handle customer requests. Instead of integrating that data in real-time with proper technology, IT had manually loaded these records at the end of the week via FTP resulting in incorrect billing information, statement processing, and a ton of complaints from customers through our call center. The price we paid for not paying attention to our data quality and integration requirements before we rolled out Salesforce.com was significant for a company of our size. For example:
- Marketing got hit pretty hard. Each quarter we mailed evaluation copies of new products to our customer database of 200K, each costing the company $12 per to produce and mail. Total cost = $2.4M annually. Because we had such bad data, we would get 60% of our mailings returned because of invalid addresses or wrong contact information. The cost of bad data to marketing = $1.44M annually.
- Next, Sales struggled miserably when trying to upgrade a customer by running cold call campaigns using the names in the database. As a result, sales productivity dropped by 40% and experienced over 35% sales turnover that year. Within a year of using SFDC, our head of sales got let go. Not good!
- Customer support used SFDC to service customers, our average all times were 40 min per service ticket. We had believed that was “business as usual” until we surveyed what reps were spending their time each day and over 50% said it was dealing with billing issues caused by bad contact information in the CRM system.
At the end of our conversation, this was my advice to my friend:
- Conduct a data quality audit of the systems that would interact with the CRM system. Audit how complete your critical master and reference data is including names, addresses, customer ID, etc.
- Do this before you invest in a new CRM system. You may find that much of the challenges faced with your existing applications may be caused by the data gaps vs. the legacy application.
- If they had a data governance program, involve them in the CRM initiative to ensure they understand what your requirements are and see how they can help.
- However, if you do decide to modernize, collaborate and involve your IT teams, especially between your Application Development teams and your Enterprise Architects to ensure all of the best options are considered to handle your data sharing and migration needs.
- Lastly, consult with your technology partners including your new CRM vendor, they may be working with solution providers to help address these data issues as you are probably not the only one in this situation.
CRM systems have come a long way in today’s Big Data and Cloud Era. Many firms are adopting more flexible solutions offered through the Cloud like Salesforce.com, Microsoft Dynamics, and others. Regardless of how old or new, on premise or in the cloud, companies invest in CRM not to just serve their sales teams or increase marketing conversion rates, but to improve your business relationship with your customers. Period! It’s about ensuring you have data in these systems that is trustworthy, complete, up to date, and actionable to improve customer service and help drive sales of new products and services to increase wallet share. So how to do you maximize your business potential from these critical business applications?
Whether you are adopting your first CRM solution or upgrading an existing one, keep in mind that Customer Relationship Management is a business strategy, not just a software purchase. It’s also about having a sound and capable data management and governance strategy supported by people, processes, and technology to ensure you can:
- Access and migrate data from old to new avoiding develop cost overruns and project delays.
- Identify, detect, and distribute transactional and reference data from existing systems into your front line business application in real-time!
- Manage data quality errors including duplicate records, invalid names and contact information due to proper data governance and proactive data quality monitoring and measurement during and after deployment
- Govern and share authoritative master records of customer, contact, product, and other master data between systems in a trusted manner.
Will your data be ready for your new CRM investments? To learn more:
- Download Salesforce Integration for Dummies
- Download a new Whitepaper on how to Maximize Integration ROI with a Hybrid Approach
- Consolidating Multiple Salesforce Orgs: A Best Practice Guide
- Sign up for a 30 Day Trial of Informatica Cloud Integration
Follow me on Twitter @DataisGR8
Happy Holidays, Happy HoliData
In case you have missed our #HappyHoliData series on Twitter and LinkedIn, I decided to provide a short summary of best practices which are unleashing information potential. Simply scroll and click on the case study which is relevant for you and your business. The series touches on different industries and use cases. But all have one thing in common: All consider information quality as key value to their business to deliver the right services or products to the right customer.
Thanks a lot to all my great teammates, who made this series happen.
Happy Holidays, Happy HoliData.
The Informatica Cloud team has been busy updating connectivity to Hadoop using the Cloud Connector SDK. Updated connectors are available now for Cloudera and Hortonworks and new connectivity has been added for MapR, Pivotal HD and Amazon EMR (Elastic Map Reduce).
Informatica Cloud’s Hadoop connectivity brings a new level of ease of use to Hadoop data loading and integration. Informatica Cloud provides a quick way to load data from popular on premise data sources and apps such as SAP and Oracle E-Business, as well as SaaS apps, such as Salesforce.com, NetSuite, and Workday, into Hadoop clusters for pilots and POCs. Less technical users are empowered to contribute to enterprise data lakes through the easy-to-use Informatica Cloud web user interface.
Informatica Cloud’s rich connectivity to a multitude of SaaS apps can now be leveraged with Hadoop. Data from SaaS apps for CRM, ERP and other lines of business are becoming increasingly important to enterprises. Bringing this data into Hadoop for analytics is now easier than ever.
Users of Amazon Web Services (AWS) can leverage Informatica Cloud to load data from SaaS apps and on premise sources into EMR directly. Combined with connectivity to Amazon Redshift, Informatica Cloud can be used to move data into EMR for processing and then onto Redshift for analytics.
Self service data loading and basic integration can be done by less technical users through Informatica Cloud’s drag and drop web-based user interface. This enables more of the team to contribute to and collaborate on data lakes without having to learn Hadoop.
Bringing the cloud and Big Data together to put the potential of data to work – that’s the power of Informatica in action.
Free trials of the Informatica Cloud Connector for Hadoop are available here: http://www.informaticacloud.com/connectivity/hadoop-connector.html
Now in its third year (2012, 2013), The State of Salesforce Annual Review continues to be the most comprehensive report on the Salesforce ecosystem. Based on the data from over 1,000 global Salesforce users, this report highlights how companies are using the Salesforce platform, where resources are being allocated, and where industry hype meets reality. Over the past three years, the report has evolved much like the technology, shifting and transforming to address recent advancements, and well as tracking longitudinal trends in the space.
We’ve found that key integration partners like Informatica Cloud continue to grow in importance within the Salesforce ecosystem. Beyond the core platform offerings from Salesforce, third-party apps and integration technologies have received considerable attention as companies look to extend the value of their initial investments and unite systems. The need to sync multiple platforms and applications is an emerging need in the Salesforce ecosystem—which will be highlighted in the 2014 report.
As Salesforce usage expands, so does our approach to survey execution. In line with this evolution, here’s what we’ve learned over the last three years from data collection:
Functions, Departments Make a Difference
Sales, Marketing, IT, and Service all have their own needs and pain points. As Salesforce moves quickly across the enterprise, we want to recognize the values, priorities, and investments by each department. Not only are the primary clouds for each function at different stages of maturity, but the ways in which each department uses their cloud are unique. We anticipate discovery of how enterprises are collaborating across functions and clouds.
Focus on Region
As our international data set continues to grow we are investing in regionalized reports for the US, UK, France, and Australia. While we saw indications of differences between each region in last year’s survey, they were not statistically significant.
Customer Engagement is a Top Priority
Everyone agrees that customer engagement is important, but what are companies actually doing about it? A section on predictive analytics and questions about engagement specific to departments has been included in this year’s survey. We suspect that the recent trend of companies empowering employees with a combination of data and mobile will be validated in the survey results.
Variation Across Industries
As an added bonus, we will build a report targeting specific insights from the Financial Services industry.
We Need Your Help
Our dataset depends on input from Salesforce users spanning all functions, roles, industries, and regions. Every response matters. Please take 15 minutes to share your Salesforce experiences, and you will receive a personalized report, comparing your responses to the aggregate survey results.