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Salesforce Services

Market Analysis

by Dominique Raviart

published on Dec 05, 2018

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Report Overview:

NelsonHall's market analysis of the Salesforce services consists of 62 pages. It provides an in-depth understanding of the dynamics at play in the Salesforce services market. 

Who is this Report for:

NelsonHall’s “Salesforce Services” report is a comprehensive market assessment report designed for:

  • Sourcing managers investigating sourcing developments within IT services
  • Vendor marketing, sales and business managers developing strategies to target Salesforce service opportunities
  • Financial analysts and investors specializing in the IT services.

Scope of this Report:

The report analyzes the worldwide services market for Salesforce services. It addresses the following questions:

  • What is the current and future market for Salesforce services?
  • What are the client segments for Salesforce services, and their characteristics? What are the drivers, benefits, and inhibitors for each segment?
  • What is the size and growth of the Salesforce services markets by client segment, geography, service line, activity, and sector?
  • How did spending grow in 2017 and how will it increase in 2018 and onwards, until 2022?
  • How is the market organized? Who are the main vendors? How can they be assessed and compared? What are vendors’ challenges and critical success factors by market segment?
  • What are the offerings in the market?
  • How are Salesforce services shaping?

Key Findings & Highlights:

The Salesforce services market is a dynamic market. Current spending is limited, to ~$5.6bn. But growth potential is very high (2017-2022 CAGR of 17%).

There are two main drivers for the growth of the Salesforce services. At the core is the success of Salesforce, which has emerged from a niche (sales force automation) and has become the leader in front-office software (including CRM, e-commerce, contact center, and marketing applications) and also a platform on which clients are creating their software. Also, Salesforce is a high-growth story with its service ecosystem growing as fast.

North America is the largest geography for Salesforce services. By far, with spending in 2022 reaching $8.3bn, three times as much as in EMEA.

Systems integration is the largest area of spending.

Sales Cloud (the former CRM product) currently is the largest service market, with $2.0bn in spending in 2017. Service Cloud (contact center software) is the second largest, with $1.7bn in related service spending.

Salesforce has indicated that it would focus its vertical efforts on six large industries: financial services, manufacturing, communication & media, healthcare, and life science, retail, and public sector. These six industries represent 80% of the subscription revenues of Salesforce and its largest service opportunity.

Accenture, Salesforce, and Deloitte lead the market and challenged by IBM - Bluewolf, Capgemini, and Cognizant.

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