Building the World's Largest Community of CX Professionals

Learn More
Salesforce CRM Analytics

Salesforce Launches CRM Analytics With New Features

Retooled AI-Driven Solution Infuses Insights Directly Into Customer Workflows

  • Share

A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help companies perform more efficiently, predict outcomes, and obtain AI-based guidance.

The reworked Salesforce solution is CRM Analytics, formerly known as Tableau CRM. By employing data, analytics, and AI, CRM Analytics produces insights and intelligence that can be used by service teams to deliver a more personalized CX.

“Every Customer 360 digital transformation is a data transformation,” says Susan Emerson, senior vice president of global product go-to-market at Salesforce, referring to the integrated CRM platform of Salesforce in her mention of Customer 360. “That’s why we built CRM Analytics—a complete, scalable, AI-powered data and analytics platform native to Salesforce. It enables Salesforce customers across every industry to inject visual and predictive insights and recommendations on the next best action deeply into the flow of work.”

The new features in CRM Analytics include CRM Analytics App for Slack and Predictions in Slack, two tools that integrate and flow into Slack, the enterprise messaging platform acquired by Salesforce in 2021. Another feature is Search Insights, which uses natural language to search from the analytics landing page within CRM Analytics. Energy & Utilities Analytics provides deeper insights into sales processes in energy and utilities, including opportunities likely to close. And Public Sector Analytics offers insight into department efficiency and compliance management with intelligence inside the Salesforce workflow.

In February, Salesforce announced a solution, Revenue Intelligence, that brought together CRM Analytics and Sales Cloud, its sales automation and forecasting app, for a unified revenue management command center to equip sales leaders with insights throughout the sales and revenue cycles.

One company that uses CRM Analytics to identify insights and achieve sales goals is NI, the company formerly known as National Instruments Corporation and currently a producer of automated test equipment and virtual instrumentation software. Tom Vonderach, senior vice president of global sales and support at NI, says CRM Analytics has allowed its sellers to look beyond opportunity data to identify key trends and behaviors for insights to support higher customer intimacy. The insights then help drive additional pipeline opportunities for sellers to achieve their own growth targets, Vonderach adds.

Latest Research

omnichannel customer engagement

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

CX for contact centers

CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

CX in the Travel & Hospitality Industry

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts

Related Articles

Customer loyalty

Reducing Customer Effort to Improve CX and Loyalty

One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely…

Read More
Salesforce CRM Analytics

Salesforce Launches CRM Analytics With New Features

A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help…

Read More
Senior citizen customer experience

Providing Better CX for Seniors

Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both…

Read More
Business growth

SugarCRM Has Banner Fiscal 2022, Looks Ahead to Continue Thriving

SugarCRM, the Silicon Valley-based provider of an artificial intelligence (AI)-driven platform for customer relationship management (CRM), enjoyed a banner year as it reported double-digit growth in attracting new customers, a triple-digit surge in…

Read More
More related articles