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Future of Salesforce Ecosystem: Rise of the “Ecosystem of Ecosystems”

Suraj Gupta • August 16, 2020

Consider why once fierce competitors are now collaborating and co-existing. With Salesforce partnering with Microsoft and AWS, Apple partnering with Microsoft, what we are seeing is the rise of the “ecosystem of ecosystems” – a silent trend that is changing the way businesses compete and operate.

The “people-first approach” taken by companies to create ecosystems around their customer’s needs only has been tremendously accelerated in the wake of the sweeping impact of the COVID-19 crisis. While each of these ecosystems grow and expand the art of possible, but, the speed of the change continues to force them to look at rapid integration of best of breed capabilities outside of their ambit to drive the next wave of innovation.

Google search, Amazon’s voice-based applications, Microsoft’s cloud hosting play are themselves result of an enormous amount innovation but to truly be centered around your customer’s needs will require one to be able to drive this innovation in combination for the end user – a game that Salesforce is acing.

Salesforce championing the ecosystem of ecosystem trend

Salesforce supports and works closely with its partners giving them ample opportunity to grow, innovate and invest in ways that transforms business. It has one of the largest diverse partner ecosystems including in-depth connections with leading market players such as Google, Microsoft, IBM, and AWS. 

According to International Data Corporation (IDC) research conducted in October 2019, Salesforce and its ecosystem of partners are projected to create 4.2 million new jobs with over $1.2 trillion new business revenue between 2019 and 2024. In addition, Salesforce is expected to help partner ecosystem thrive with $5.80 in gains for every $1 that Salesforce makes by 2024.  Key drivers contributing to the ecosystem growth includes:

Accelerating customer success with Microsoft’s strategic partnership:

Salesforce named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud to help customers scale and grow. This integration between Salesforce Sales and Service Clouds with Microsoft Teams is expected to boost productivity.

Superior customer experience through expansion of global strategic partnership with Amazon Web Services (AWS):

In this partnership, Salesforce will integrate and offer Amazon Connect as part of Salesforce Service Cloud Voice, enabling customers to provide superior customer service. Also, the AWS learning content will be available on Trailhead, empowering everyone to skill up for the future. Lastly, Salesforce is exploring ways to make Einstein Voice Skills compatible with Amazon Alexa.

Leap frogging capability expansions that deliver holistic customer experiences:

Building skills and capability internally is expensive, risky and requires time. Salesforce’s acquisition with MuleSoft and hen Tableau acquisition has helped them launch digital platforms with integrated built-in innovation.

Focusing on the absolute core and leave other parts to competing products:

Getting closer with customers with what they need, when they need and in a manner that they best relish requires unwavering focus on understanding their customer journey. Crafting broader partnerships across technology stacks that form the machinery behind delivering these delightful experiences, help Salesforce bring the innovation outside their borders. For instance, to help organization deliver the scale and availability of applications, Salesforce planned to host their Marketing products on Azure exclusively.

Navigate market shakers like COVID-19:

Markets are volatile, and events, such as COVID-19, can change the business direction overnight. Banking on an open ecosystem ensures that Salesforce is able to respond faster, minimize economic impact and sustain their investments, and yet be able to align business to the new world order.

Adapting to the new world order requires a different mindset and skillset. It needs organizations to focus on multi-skilled workforce and develop training programs across different ecosystems. And above all, having an ecosystem mindset that would help to bring products faster to market with a competitive edge over other firms. Read the full article here published by CloudTweaks

About the Author
Suraj Gupta

A CRM and Customer Engagement Transformation Practitioner. Loves working with clients to transform their customer experience to make them Digital Native. Specializes in IT Consulting, Salesforce, Cloud Solutions, Digital transformation, Organization Strategy & Transformation, Design Thinking

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