Salesforce.com Achieves Outstanding Customer Satisfaction
SAN FRANCISCO - April 2, 2008
Independent research firm CustomerSat finds that 94% of Salesforce users surveyed plan to
continue using the solution and would recommend it to colleagues
- Salesforce.com [NYSE: CRM],
the market and technology leader in Software-as-a-Service (SaaS) and Platform-as-a-Service (PaaS),
today shared results from customer satisfaction surveys conducted by independent research firm
CustomerSat. More than 4100 Salesforce users from around the globe responded to the
surveys. Of the respondents, a full 94 percent said they "definitely will" or "probably will"
continue to use Salesforce solutions .
"Salesforce.com continues to set an incredibly high standard for customer loyalty, a
requirement of our subscription-based Software-as-a-Service model," said Marc Benioff, chairman and
CEO at salesforce.com. "We value the loyalty of our customers and applaud the ROI they have
been able to achieve, both of which reflect the tremendous value of our Force.com platform,
award-winning applications, and our maniacal commitment to the success of Salesforce users."
In conducting the July 2007 and February 2008 surveys, CustomerSat received 4165 responses
from a random selection of Salesforce users. Along with ongoing use, customers were asked
about their likeliness to recommend Salesforce to a colleague and their history of recommending
Salesforce. Here also, 94 percent of respondents said they "definitely will" or probably
will" recommend Salesforce. In addition, 74 percent of those surveyed have already
recommended salesforce.com to colleagues.
The survey also found that executives are achieving their desired business goals with
Salesforce. Of the 1192 executive-level respondents in the sample:
- 90% had improved customer data quality and data management
- 89% improved sales pipeline visibility
- 87% had improved customer service and support
- 78% had reduced sales, service, marketing or other operational costs
- 78% had increased customer satisfaction
- 77% had acquired new customers
- 71% had increased marketing campaign effectiveness
- 71% had increased customer retention
- 71% had enhanced cross-sell and up-sell opportunities
- 70% had increased sales revenue
In addition to achieving their business goals, the survey specifically asked executives to
quantify the impact of Salesforce upon productivity and profitability. On average, Salesforce
- 43% increase in sales productivity
- 41% increase in sales revenues
- 29% increase in profit margin
- 25% increase in win rate
The ease of use of the Salesforce service continues to be the main reason why executives
choose salesforce.com. It's also a key driver of customer satisfaction, along with related
attributes such as interface consistency, interface readability, ease of learning, and ease of
training new users. The reliability of the Salesforce service is the number one driver of customer
satisfaction. The remaining top 10 drivers of customer satisfaction with the Salesforce service are
breadth and depth of features; performance and speed; and ease of administration.
"I've said it before and I'll reiterate today that we challenge our competitors to be as
transparent with their customer survey ratings," added Benioff. "We're confident no other
company will be able to match our outstanding level of customer satisfaction."
About CustomerSat, Inc.
CustomerSat, founded in 1997, is the leading provider of real-time enterprise feedback
management systems. With solutions designed to capture data from a variety of "touch points,"
CustomerSat helps clients pinpoint actions and prioritize efforts to help optimize business
performance and provides executives across the management enterprise with customized reports and
analytics. CustomerSat is headquartered in Mountain View, California, with offices in Europe.
For news, product demonstrations, and other company information, visit www.CustomerSat.com or call
Salesforce.com is the world’s largest provider of customer relationship management (CRM) software. For more information about salesforce.com (NYSE: CRM), visit: www.salesforce.com/ap/.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://salesforce.com/ap/, or call 800 1301 448 (Singapore) or 800 967 655 (Hong Kong) or +65 6302 5700.