Our customers are important to us
At salesforce.com, we’re 100 percent dedicated to the success of our customers. We know they trust their data—and their businesses—to us. That’s why twice a year we send them a survey so they can tell us what’s important to them and let us know how we’re doing. We take what they have to say very seriously. And although we’re pleased with the results, we’re working hard to make them even happier.
Our most recent survey was conducted online in December 2008 by CustomerSat, an independent consulting firm. The participants were randomly selected from organizations of all sizes and from a variety of industries across the world. An overwhelming number—more than 3,000—responded, which in “research-speak” gives us a 95% confidence level in the results. Here’s what they told us:
Salesforce CRM customers are loyal, thanks to our industry-leading reliability
- 92% of our customers would recommend salesforce.com to others
- Their #1 driver of satisfaction: Salesforce CRM's reliability
- 77 % have already recommended Salesforce CRM to others
Salesforce CRM yields a high ROI that helps increase revenues and decrease costs
- Salesforce.com customers realize an average ROI of almost 65% in 10.5 months
- Increased sales revenues—on average by 34%
- Increased win rates—on average by 27%
- 78% reduced sales, service, marketing, or other operational costs
- Service and support costs decreased by 23%
Salesforce CRM helps customers better serve their customers
- 85% of salesforce.com customers improved customer service and support
- Increased their own customer satisfaction—on average by 25%
- Increased customer retention—on average by 30%
Salesforce CRM helps customers be more productive
- Salesforce.com customers realized a 33% increase in lead conversion
- They increased sales productivity 33%
- They increased service and support productivity 36%
Salesforce CRM helps customers get more out of their data
- 91% of salesforce.com customers improved customer data quality and data management
- 90% improved sales pipeline visibility
Salesforce CRM helps customers market more effectively
- 72% of salesforce.com customers increased marketing campaign effectiveness
- 72% enhanced cross-sell and up-sell opportunities
- Salesforce.com customers realized a 52% increase in lead volume
Read more about the success our customers experience in our customer showcase.
