Salesforce Sales Cloud Supercharged — Einstein’s next Move

The News

A few days ago Salesforce announced an update to its sales cloud that features Einstein powered predictions, insights, and productivity. The press release is linked above or alternatively you can read it below, along with some comments of mine.

  1. Sales managers do not have enough visibility into what is going on in their area of responsibility, what their team is doing (and why), whether they are doing the right thing. The same problem, of course, applies to the Head of Sales, just at a bigger scale.
  2. Sales operations is charged with creating meaningful reports that tell the one single truth. This they need to do using data that resides somewhere, data that is distributed, instead of some central consolidated place. Data that is essentially not fully trustworthy.
  • The Salesforce Inbox that increases productivity by attributing emails to the right accounts as well as connecting to the calendar
  • Sales Analytics to help salespeople and their management to visualize, interpret, and use the available data

The Press Release

Ask any rep what their favorite part of the day is, and chances are that their answers won’t involve the words “logging” or “data.” Ask managers what they really want from their sales teams, and I bet you that they’ll ask for more visibility into what their reps are doing and for their reps to spend more time talking to customers, building relationships. As for sales operations? They probably would prefer if answering business questions didn’t involve four systems, two excel sheets, and a pivot table.

The Bigger Picture

Artificial intelligence / machine learning will continue to permeate business applications. The good news is that there is less and less talk about AI, if not in a kind of personal way, like Einstein or Leonardo (and yeah, I know that Leonardo does not only cover AI). This shows that the big vendors are more and more going away from a technology narrative to a results narrative. AI is not a means by itself but a means to an end. And this end is doing more with less effort.

My PoV and Analysis

By addressing these three pain points of sales teams Salesforce is partly using some pages out of the Nimble playbook. Especially the mobile app for the Salesforce Inbox looks remarkably familiar to me. I do not say that this is a copy, but that moves like this one are actually inevitable, and that CRM (and CEM) solutions will become ever more similar.

Helping businesses to improve in Digital Transformation, Customer Engagement, Customer Experience, CRM, Innovation