Customers with mature Salesforce
environments seek help navigating a changing market and optimizing
their processes, ISG Provider Lens™ report says
U.S. enterprises are seeking more Salesforce-related services as
use of the cloud-based customer relationship management (CRM)
platform soars, according to a new research report published today
by Information Services Group (ISG) (Nasdaq: III), a leading global
technology research and advisory firm.
The 2023 ISG Provider Lens™ Salesforce Ecosystem Partners report
for the U.S. finds that many enterprises here, in Salesforce’s home
country and the most mature market for the platform, are turning to
service providers for both process optimization and guidance.
“Post-pandemic business challenges have created a fertile ground
for digital transformation, including SaaS adoption,” said Bill
Huber, ISG partner, Digital Platforms and Solutions. “Many U.S.
companies have already deployed Salesforce and are exploring how to
move forward.”
Salesforce’s revenue has risen 24 percent or more in each of the
past five years and is likely to continue growing at a rapid pace
in the coming years, ISG says. Rising demand for the platform and
for related services and solutions has created a tight market for
Salesforce skills. The boom has also shaken up the competitive
landscape, with Salesforce itself entering the market for
implementations tailored to specific industries.
In addition to introducing vertical offerings such as Financial
Services Cloud, the company has made inroads into the vertical
solutions business by acquiring U.S.-based service provider Vlocity
in 2020. Some customers weighing the option of buying an
industry-specific product from Salesforce are seeking an outside
partner to help them assemble an appropriate mix of products, the
report says. Software vendors selling products through the
Salesforce AppExchange Store also provide critical enhancements to
many enterprises.
Enterprises with mature Salesforce environments, especially in
the U.S., are now working with Salesforce managed services
providers to optimize their business processes and use of data, ISG
says. Providers are analyzing data on clients’ Salesforce usage to
determine how effective and efficient their operations are.
Midsize enterprises using Salesforce in the U.S. are focused on
agile implementations and in many cases turn to service providers
for assistance with marketing functions such as revenue generation
and customer acquisition and retention, the report says. Marketing
automation is in high demand.
“Across the board, enterprises are looking for quality and
consistency from Salesforce service providers,” said Jan Erik Aase,
partner and global leader, ISG Provider Lens Research. “To deliver
it, providers are making big investments in training and employee
development.”
The report also examines other trends affecting the Salesforce
ecosystem in the U.S., including the effects of growing pressure
for consolidation among providers.
For more insights into Salesforce-related enterprise challenges
and advice on how to make the most of the platform, see the ISG
Provider Lens™ Focal Points briefing here.
The 2023 ISG Provider Lens™ Salesforce Ecosystem Partners report
for the U.S. evaluates the capabilities of 44 providers across six
quadrants: Multicloud Implementation and Integration Services for
Large Enterprises, Implementation Services for Core Clouds
Midmarket, Implementation Services for Marketing Automation
Midmarket, Managed Application Services for Large Enterprises,
Managed Application Services for Midmarket and Implementation
Services for Industry Clouds.
The report names Perficient and Persistent Systems as Leaders in
four quadrants each. It names Accenture, Coastal Cloud, Cognizant,
HCLTech, Infosys, Silverline, TCS and Wipro as Leaders in three
quadrants each. Birlasoft, Capgemini, Deloitte Digital, Hexaware
and IBM are named as Leaders in two quadrants each. Brillio,
Customertimes, Dentsu, LTIMindtree, Slalom and Tech Mahindra are
named as Leaders in one quadrant each.
In addition, LTIMindtree is named as a Rising Star — a company
with a “promising portfolio” and “high future potential” by ISG’s
definition — in two quadrants. Brillio, Coforge and Tech Mahindra
are named as Rising Stars in one quadrant each.
Customized versions of the report are available from Coastal
Cloud, Cognizant, Customertimes, Grazitti Interactive, Hexaware and
Persistent Systems.
The 2023 ISG Provider Lens™ Salesforce Ecosystem Partners report
for the U.S. is available to subscribers or for one-time purchase
on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only
service provider evaluation of its kind to combine empirical,
data-driven research and market analysis with the real-world
experience and observations of ISG's global advisory team.
Enterprises will find a wealth of detailed data and market analysis
to help guide their selection of appropriate sourcing partners,
while ISG advisors use the reports to validate their own market
knowledge and make recommendations to ISG's enterprise clients. The
research currently covers providers offering their services
globally, across Europe, as well as in the U.S., Canada, Brazil,
the U.K., France, Benelux, Germany, Switzerland, the Nordics,
Australia and Singapore/Malaysia, with additional markets to be
added in the future. For more information about ISG Provider Lens
research, please visit this webpage.
A companion research series, the ISG Provider Lens Archetype
reports, offer a first-of-its-kind evaluation of providers from the
perspective of specific buyer types.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading
global technology research and advisory firm. A trusted business
partner to more than 900 clients, including more than 75 of the
world’s top 100 enterprises, ISG is committed to helping
corporations, public sector organizations, and service and
technology providers achieve operational excellence and faster
growth. The firm specializes in digital transformation services,
including automation, cloud and data analytics; sourcing advisory;
managed governance and risk services; network carrier services;
strategy and operations design; change management; market
intelligence and technology research and analysis. Founded in 2006,
and based in Stamford, Conn., ISG employs more than 1,600
digital-ready professionals operating in more than 20 countries—a
global team known for its innovative thinking, market influence,
deep industry and technology expertise, and world-class research
and analytical capabilities based on the industry’s most
comprehensive marketplace data. For more information, visit
www.isg-one.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230411005653/en/
Press Contacts: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978-518-4520
isg@matternow.com
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