Annual Review – The State of CRM
Global Insight on Digital Disruption & Business Outcomes

Sponsored By: Informatica Cloud

This annual analysis will show you how the best companies use Salesforce. Based on global data collected in collaboration with the MIT Sloan School of Management, this annual review distills insights from more than one thousand Salesforce customers.

In this paper, you’ll learn these key findings:

  • Enterprise strategies are driven by business outcomes. Technology should align to company strategy, not drive it.
  • Customers expect a personalized digital experience. Businesses are experiencing massive digital disruption, as the internet, social media, and mobile applications have changed traditional market and value frameworks.

Cloud Governance and ALM are essential to innovation. Digital disruption informs a new imperative. There is now a business cost to not innovating.