New Independent Survey Reports Salesforce.com Customers Are Growing Their Businesses with Cloud Computing
SAN FRANCISCO, February 11, 2009
Salesforce CRM customers report exceptional business results: 34% revenue growth, 17% profit margin
improvement, and 25% increase in overall customer satisfaction
Free from the high costs of software, salesforce.com customers confirm that cloud computing
is the right answer for right now
-- Salesforce.com [NYSE:
CRM], the enterprise cloud computing company, today released the results of its biannual customer
satisfaction survey of more than 3,000 global customers conducted by independent research firm
MarketTools Inc., in December 2008. The business executives surveyed are growing their businesses
using Salesforce CRM with a reported 34 percent increase in revenue growth, 17 percent increase in
profit margin improvement, and a 25 percent increase in overall customer satisfaction. They are
also controlling costs using Salesforce CRM with a 23 percent decrease in customer service and
support costs and a 27 percent increase in sales productivity.
"In times like these, Salesforce CRM customers are continuing to experience significant
success due to our cloud computing model, which frees them from the high cost and constraints of
traditional software," said Marc Benioff, chairman and CEO at salesforce.com. "It is critical in
today's economy that customers are able to grow their businesses and not their costs. We are proud
of the successes our customers are experiencing with Salesforce CRM."
"We had a 44% increase in sales revenue," said Gigi Ochoa, Business Systems Developer,
"Salesforce CRM has been a great investment for us," said Doug Liljegren, Director of Sales
Operations, Data Systems International. "It has improved visibility to our global sales
opportunities, accelerated our sales processes and enabled us to better analyze our sales
territories across multiple lines of business. It will be a great tool to maintain sales volume in
this current economy."
Demonstrating the loyalty of salesforce.com's customer base, 94 percent of customers surveyed
indicate they "definitely" or "probably will" continue to use Salesforce CRM in the future.
Ninety-two percent indicate they "definitely" or "probably will" recommend Salesforce CRM to
others. In fact, 77 percent of those surveyed have already recommended salesforce.com to a
The survey also found that Salesforce CRM is yielding a strong return on investment for its
customers. The business executive respondents in the survey report rapid time-to-benefit with
Salesforce CRM implementations taking an average of 44 days without the burden of having to
purchase, install or maintain software or infrastructure. They also report achieving an average
return on investment of 65 percent in less than one year of implementing Salesforce CRM.
In addition, these same executives report achieving the following business improvements with
- 52% Increase in lead volume
- 36% Increase in service and support productivity
- 33% Increase in lead conversion rate
- 30% Increase in customer retention
- 27% Increase in win rates
Overall, Salesforce CRM's highest customer satisfaction rating continues to come from the
reliability of the Salesforce service. Salesforce CRM benefits from the proven security,
reliability and scalability of the multi-tenant Force.com platform, which allows salesforce.com to
continuously deliver new applications and features seamlessly to all 51,800 customers. Other top
customer satisfaction ratings are the consistency and readability of the Salesforce CRM user
interface; ease of use; and depth of CRM features.
About CustomerSat, Inc.
CustomerSat, acquired by MarketTools, Inc. in 2008, 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.
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.