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Awards and Recognition

Dresner Advisory Recognizes Salesforce as a Customer Experience Leader in Business Intelligence

We’re proud to announce that Salesforce was awarded an Industry Excellence Award and recognized as a Customer Experience leader for Business Intelligence based on Dresner Advisory’s Customer Experience model, one of two models used to examine the business intelligence (“BI”) market in their 2019 Wisdom of Crowds® Business Intelligence Market Study.

The Customer Experience model “considers the real-world experience of customers working with BI products on a daily basis,” comparing vendor touchpoints (sales and acquisition process, technical support, and consulting services) and customer sentiment. The study notes that “Salesforce has key improvements in its product scores versus 2018, as well as for several key sales and technical support measures.” Overall leadership recognizes vendors who demonstrate excellence across all categories of measurement.

Salesforce is also recognized as a Trust Leader in the Vendor Credibility model, which “considers a vendor’s relationship with customers, plotting perceived value for price paid against a calculated ‘confidence’ score.” Trust Leaders are vendors whose customers report a solid perceived confidence.

“We are thrilled to be recognized as a leader in the industry by Dresner Advisory Services,” said Ketan Karkhanis, GM and SVP of Salesforce Einstein Analytics. “As we strive to make actionable insights accessible to everyone, we’re honored that our customers and Trailblazers have that trust and confidence in us, and that in turn inspires us to continue innovating with them in mind.”

This is the 10th anniversary of the report, and includes analyses of adoption and deployment, staffing, budgets, technology, state of data, action on insights, success with BI, and more.


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