Salesforce CRM Gets Industry Specific for Internet of Customers

Cloud CRM company Salesforce.com has a new industry-specific strategy to help drive its own growth and popularity to the next level. With its new Industries Business Unit in place, Salesforce plans to target a number of vertical markets individually with optimized solutions for customer relationship management (CRM), sales automation, and social marketing, offering both mobile and cloud-connected services.

The first six vertical markets that Salesforce plans to tackle include financial services & insurance; health care & life sciences; retail & consumer products; communications & media; automotive & manufacturing; and the public sector.

Why an Industries Business Unit -- and why now? Salesforce points out that with the Internet of Things (IoT), the world is becoming completely connected. Millions of new products, apps and devices from every industry are connecting to the Internet every day. That brings new opportunities as well as new challenges for customer service and sales organizations.

In fact, Salesforce projects there will be more than 50 billion connected things, from smartphones and wearable smart devices to jet engines and cars by 2020. Beyond every product, app and device, the company points out, there is a customer. As Salesforce sees it, the world is moving not just toward an Internet of Things, but even more so toward an Internet of Customers, an era where CRM and customer relationship management is more important than ever.

A Huge Opportunity

Salesforce president and vice chairman Keith Block says the company is looking to grow to $10 billion and beyond. He expects the new industry-specific strategy will help Salesforce.com achieve that goal by expanding its footprint with existing customers and also by helping reach new enterprise customers.

The company is leveraging its popular Salesforce1 customer platform to power the Industries Business Unit. Salesforce markets its platform as a way for companies to implement new solutions, and eliminate the...

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