Salesforce Announces CRM Analytics, AI-Based Guides for Sales, Marketing, and Service Teams

Today at World Tour Washington, D.C., Salesforce launched CRM Analytics, new tools that surface AI-powered, actionable insights directly in the flow of work. These technologies help sales leaders, service leaders, and employees across any industry — including financial services, manufacturing, consumer goods, and communications — put data at the center of every customer relationship and ultimately, deliver more personalized experiences.

Recent studies reveal that data-driven experiences are critical to customer relationships and business success:

• Most customers (78%) are more likely to repurchase from companies that personalize experiences (McKinsey).
• When companies use data-driven practices, they can see +15% growth (McKinsey).

“Every Customer 360 digital transformation is a data transformation,” said Susan Emerson, Senior Vice President, Global Product Go-to-Market, Salesforce. “That’s why we built CRM Analytics — a complete, scalable, data, machine learning, and analytics platform native to Salesforce. It enables Salesforce CRM customers across every industry to inject visual and predictive insights and recommendations on the next best action deeply into the flow of work.”

CRM-native innovations infuse predictive and prescriptive insights to any CRM user or industry

Salesforce’s CRM Analytics, formerly known as Tableau CRM, helps turn customer-facing teams across industries into trusted advisors by allowing them to act and collaborate on transparent, AI-powered predictions. CRM-native innovations announced today include:

• CRM Analytics App for Slack puts data at the center of every conversation by integrating directly into their flow of work. The app also makes analytics more visible, collaborative, and actionable.
• Predictions in Slack connects Predictions directly into Salesforce Reports, serving up aggregated predictions from anywhere.
• Search Insights uses natural language to search from the comfort of your Analytics home. Search Insights also helps all salesforce users* discover any dashboard, dataset, and next best groupings related to the search.
• Energy & Utilities Analytics gets deeper content on opportunities likely to close and reduces time to quote with guided, flexible, and actionable next steps built right into the Salesforce workflow.
• Public Sector Analytics offers greater insight into department efficiency and compliance management with actionable intelligence inside the Salesforce workflow.

Industry Intelligence leverages out-of-box best practices to boost sales and revenue cycles

In February, Salesforce announced Revenue Intelligence, which brings Sales Cloud 360 together with CRM Analytics for a unified revenue management command center that equips sales leaders with insights throughout the sales and revenue cycles. In Summer ‘22, Salesforce will also introduce four new, industry-tailored versions of Revenue Intelligence, including:

• Financial Services Intelligence for Financial Services Cloud
• Manufacturing Intelligence for Manufacturing Cloud
• Consumer Goods Intelligence for Consumer Goods Cloud
• Communications Intelligence for Communications Cloud

NI taps CRM Analytics to identify insights and achieve sales goals

NI,  producer of automated test equipment and virtual instrumentation software, is using CRM Analytics to drive revenue:

• "CRM Analytics allows sellers to look beyond opportunity data to identify key trends and behaviors for insights that support higher customer intimacy. These insights help drive additional pipeline opportunities to achieve their growth targets,” said Tom Vonderach, SVP, Global Sales & Support, NI.