Salesforce was first conceived in 1999 as a CRM SaaS. The idea was to eliminate the need to download software and interface over the internet, which back in 1999, was a difficult concept to help users understand. This was just the beginning for Salesforce. Since their founding, they have done an excellent job keeping up with various technology trends, and expanding their platform beyond a CRM system.
At the forefront, Salesforce is and always will be a CRM platform. However, there is ultimately more to the integrations that drive this tool. Salesforce serves to be a cornerstone in your digital transformation journey. The first step of the digital transformation journey is getting a complete view of your customer. As the author and customer experience expert Annette Franz puts it,
“You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?”