Salesforce, Inc. (Salesforce) is a global leader in customer relationship management ('CRM') technology, enabling companies of every size and industry to connect with their customers through the power of data, artificial intelligence ('AI'), CRM and trust.
The company's AI-powered Salesforce Platform unites its offerings - spanning sales, service, marketing, commerce, collaboration, integration, AI, analytics, automation, industries and more - by connecting customer data across systems, applica...
Salesforce, Inc. (Salesforce) is a global leader in customer relationship management ('CRM') technology, enabling companies of every size and industry to connect with their customers through the power of data, artificial intelligence ('AI'), CRM and trust.
The company's AI-powered Salesforce Platform unites its offerings - spanning sales, service, marketing, commerce, collaboration, integration, AI, analytics, automation, industries and more - by connecting customer data across systems, applications and devices to create a complete view of customers.
The company's service offerings are designed to be flexible, scalable and easy to use. They can generally be configured easily, deployed rapidly and integrated with other platforms and enterprise applications. The company sells to businesses worldwide, primarily on a subscription basis, through its direct sales efforts and indirectly through partners. In addition, the company enables third parties to use its platform and developer tools to create additional functionality and new applications that run on the company's platform, which are sold separately from, or in conjunction with, its service offerings.
Service Offerings
Through Agentforce, the company's suite of customizable AI agents and tools, Salesforce brings autonomous AI, unified data and applications together on one deeply unified platform that enables companies of any industry or size to deliver AI-powered, personalized engagement across every customer touchpoint with the ability to hyperscale data and automation.
The company's service offerings are designed to work together and include:
Sales
The company's Sales offering is an integrated platform that brings together the power of humans with AI agents to help sales teams sell faster and smarter, and to efficiently manage and automate entire sales processes. It provides sales capabilities and tools built for an entire sales organization - across prospecting, sales engagement, team collaboration, sales analytics and AI, sales programs, sales performance, partner management, and revenue and orders. With the company's Sales offering, businesses can create lifelong customers by connecting their entire organization and unifying all data sources on a single integrated platform. Further, with Agentforce for Sales, customers can build a sales team augmented by a digital labor force and empower every seller with their own AI agent to help accelerate productivity and drive growth.
Service
The company's Service offering enables companies in every industry to bring all their customer service and field service needs onto one integrated, AI-powered platform to deliver trusted, highly personalized customer support at scale. It also helps the company's customers maximize productivity, resolve cases faster and improve customer satisfaction by automating routine tasks. With Agentforce for Service, customers can tap the power of digital labor to handle low-touch interactions and help their teams with high-touch tasks, unlocking new levels of efficiency. The company's AI technology enables service teams to automatically route cases to the best service agent for the job, respond to customers with personalized, relevant answers grounded in company data and perform tasks like auto-summarizing support cases and field work orders. The company's service offering also provides a field service solution that enables companies to connect service agents, dispatchers and mobile employees through one centralized platform, on which they can intelligently schedule and dispatch work, as well as track and manage jobs.
Platform and Other
The company's Salesforce Platform enables companies of all industries, sizes, and locations to build business workflows, applications and AI agents on a single, comprehensive platform to help boost efficiency, increases productivity and automation and save on information technology costs. It facilitates development with no-code and low-code tools that are easy to use and free to learn, empowering anyone to build trusted applications, AI agents, models, code, prompts, automations, and much more. The company's Trust Layer is built into the Salesforce Platform to help customers safely use their data and set guardrails on what AI agents do with that data. The Salesforce Platform is built on Hyperforce, the company's infrastructure that helps customers manage data governance and compliance at a local level, all over the world. The company's technology partners help customers to easily add the applications they need and utilize the data lakes and systems they have already invested in, and because the platform is open source, customers can integrate and build with any data or partner application they choose to make the platform work for their business.
Slack
The company's Slack offering is a workplace communication and productivity platform where work happens for millions of people every day. It centralizes conversations and collaboration, automates business processes, makes search and knowledge sharing seamless, and delivers trusted generative and agentic AI that augments employees so they can work smarter, make decisions faster, and drive real outcomes. Slack is also deeply integrated with every Salesforce offering, including Agentforce, bringing a digital labor force into the messages and channels where work is happening. With Agentforce in Slack, employees across every department can collaborate with specialized AI agents and accelerate high-impact work directly in the flow of work.
Marketing and Commerce
Marketing
The company's marketing offers a complete marketing platform designed to help customers personalize engagement across the customer lifecycle. By connecting departments through actionable data, trusted AI, and autonomous AI agents, the company empowers teams to work together to build lasting customer relationships. With Agentforce, marketers can save time on every step of the campaign process by using prompts to generate briefs, content, and journeys, as well as optimize performance and spend with actionable insights and predictive AI. With operational customer profiles, marketers and AI agents can easily act on structured and unstructured data to build segments, calculate insights, analyze performance, and power AI recommendations, decisioning, and automations. The company's marketing offering is built on the Salesforce Platform, so that marketing teams are able to seamlessly provide sales next-best-offer recommendations, help service retain customers with proactive promotions, and re-engage inactive shoppers.
Commerce
The company's commerce offering helps connect every aspect of commerce-from marketing and sales to service and fulfillment-on a single, connected, AI-powered platform, enabling brands to deliver personalized, seamless shopping experiences across every customer touchpoint. With Agentforce for Commerce, brands can autonomously manage a range of tasks with AI agents, such as product recommendations and order lookup, helping to boost capacity and productivity across marketing, commerce, merchandising, and store operations. With trusted AI and AI agents, businesses can generate product descriptions and web pages; and deliver personalized shopping assistance using natural language. Native integrations between the company's Commerce, Sales, Service, and Marketing offerings enable brands to tackle complex challenges and build cohesive digital experiences. Additionally, the company's Commerce offering delivers click-to-code tools, which provide customers with the ability to quickly builds and deploys its solutions around their customers as markets, industries, and customers evolve.
Integration and Analytics
Integration
The company's unified Integration, Automation and API Management offerings, powered by MuleSoft, provide the essential building blocks to deliver AI-powered, end-to-end, connected experiences and innovate faster. Customers use MuleSoft to connect data across any system, act on their data using no-code or low-code to automate tasks across any system, and scale API governance to help secure and monitor all their data in transit. With MuleSoft, customers can extend Agentforce to any system to act outside of Salesforce.
Analytics
The company's analytics offerings, including Tableau, provide advanced, end-to-end solutions for a wide range of business use cases, powered by agentic AI. With Tableau, customers can visualize, analyze, and act on business data from any source. Tableau helps users work more efficiently, spot trends, predict outcomes, receive timely recommendations, and act with autonomous AI agents. Additionally, Tableau enriches Agentforce with best-in-class data visualizations and business context, lowering the barriers of data access for everyone.
Other Salesforce Offerings
In addition to the company's solution specific service offerings, it has specialized solutions that work across the company's offerings to support its customers' business needs. These additional service offerings include:
Agentforce
Agentforce is the agentic layer of the Salesforce Platform for deploying autonomous AI agents that can understand and respond to customer inquiries without human intervention across business functions. Agentforce includes a set of tools to create and customize AI agents, as well as a library of ready-to-use skills for most any use cases across sales, service, marketing and commerce, Tableau, Slack, partners and more. Agentforce is a complete AI system for building a digital labor force, integrating data, AI, automation, and humans to deploy trusted AI agents for concrete business outcomes. It works by giving teams tools, services, and AI agents that can tap into the power of a large language model ('LLM') and their connected business data to autonomously identify what work needs to be done, build a plan to complete the work, and then execute the plan.
Data Cloud
Data Cloud is the company's hyperscale, trusted data engine native to Salesforce. It brings a company's enterprise data into Salesforce to deliver an actionable, comprehensive and robust view of a customer by connecting enterprise data from disparate sources and harmonizing it into a single, trusted model that is easy to access and understand. By leveraging Data Cloud's robust framework for data ingestion, transformation and indexing, integrations with retrieval-augmented generation improve customer experiences by transforming unstructured text and data into searchable insights, empowering companies to respond to customer queries with more context, relevance, knowledge, and advanced reasoning. Data Cloud leverages the power of Salesforce metadata to enable companies to ingest and federate data to power automation, analytics, and AI agents across Salesforce applications.
Industries
The company's industry vertical offerings meet the specific needs of its customers across different industries, such as financial services, healthcare and life sciences, manufacturing, automotive and government. Each of the company's distinct industry offerings provide out-of-the-box, AI-powered capabilities that make it easy for industry customers to leverage the full Salesforce Platform with purpose-built tools that address industry-specific needs and enable the speed and flexibility to keep up with changing times and customer demands. Salesforce's industry offering also includes Industries AI - a suite of more than 100 industries capabilities and a library with resources on how to get started for every industry offering. Industries AI capabilities serve as the foundation for creating industry-specific AI agents with Agentforce that can be set up in minutes, work around the clock, and autonomously perform industry-specific business tasks and actions.
Salesforce Starter
The company offers Starter Suite, an all-in-one, easy-to-use solution for small and medium-size businesses that brings sales. service, marketing and commerce together. Starter Suite helps businesses get set up with Salesforce quickly and easily, so they can save time, boost productivity, and manage relationships with all their customer operations in one, centralized location. Starter Suite allows businesses to build a trusted foundation of customer data for advanced AI technology to support efficient business growth.
Business and Growth Strategy
The company continues to expand in the growing addressable markets across all its service offerings. The company continues to focus on several key growth levers, including driving multiple service offering adoption, increasing its penetration with enterprise and international customers and its industry-specific reach with more vertical software solutions.
The company orients its business strategy and invest for future growth by focusing on the following key priorities: expanding relationships with existing customers; increasing geographic reach; focusing on industries and new products; leveraging its partner ecosystem; and promoting strong customer adoption and reduce customer attrition.
Mergers and Acquisitions and Strategic Investments
The company evaluates opportunities to acquire or invest in complementary businesses, services, technologies and intellectual property to complement its organic innovation and advance the development of the company's Salesforce Platform.
The company also manages a portfolio of strategic investments in both privately held and publicly traded companies focused primarily on enterprise cloud companies, technology startups and SIs. The company's investments range from early to late-stage companies, including investments made concurrent with a company's initial public offering. The company invests in companies that it believes are digitally transforming their industries, improving customer experiences, helping the company expands its solution ecosystem or supporting other corporate initiatives, including AI. The company's strategy includes growing its strategic investment portfolio, in part, by reinvesting proceeds from the sales of strategic investments.
Technology, Development and Operations
The company primarily delivers its solutions as highly scalable cloud computing application and platform services on a multi-tenant technology architecture. Multi-tenancy is an architectural approach that allows the company to operate a single application instance for multiple organizations, treating all customers as separate tenants who run in virtual isolation from each other. This approach allows the company to spread the cost of delivering its services across its user base and scale the company's business faster than traditional software vendors while focusing its resources on building new functionality and enhancing existing offerings.
The company provides its services through cloud computing platform partners who offer Infrastructure-as-a-Service, including servers, storage, databases and networking, as well as through infrastructure designed and operated by the company but secured within third-party data center facilities. The company continues to invest and expand the deployment of Hyperforce, which allows its platform and applications to be delivered rapidly and reliably to locations worldwide and provides the company's customers autonomy and control over data residency.
Customers
The company sells to businesses of all sizes and in almost every industry worldwide.
Customer Service and Support
The company offers professional services to help customers achieve business results faster with Salesforce solutions. The company architects and innovation program teams act as advisors to plan and execute digital transformations for its customers. This includes implementation services for multi-offering and complex deployments. The company provides best-practices and AI-based recommendations and adoption programs globally. In addition, the company provides advanced education, including in-person and online courses, to certify its customers and partners on architecting, administering, deploying and developing the company's service offerings.
The company's global customer support group responds to both business and technical inquiries about the use of its products via the web, telephone, email, social networks and other channels. The company provides standard customer support during regular business hours to customers as part of its paying subscription editions. The company also offers premier customer support that is either included in a premium success offering or sold for an additional fee, which can include services, such as priority access to technical resources, developer support and system administration. In addition, the company offers a premier priority support add-on that includes proactive monitoring, rapid incident response and instruction from a dedicated support team knowledgeable about the customer's specific enterprise architecture.
Sales and Marketing
The company sells its services primarily through the company's direct sales force, which comprises sales personnel based in regional hubs, field sales personnel based in territories close to their customers and self-service offerings.
To a lesser extent, the company also utilizes a network of partners who refer sales leads to it and assist in selling to prospects. This network includes global consulting firms, SIs and other partners. In return, the company typically pays these partners a fee based on the first-year subscription revenue generated by the customers they refer. The company continues to invest in developing additional distribution channels for its subscription services.
The company uses a variety of marketing programs across traditional and social channels to target its prospective and customers, partners and developers. The company focuses its marketing activities on the cities and countries with the largest market opportunities. The company's primary marketing activities include:
multichannel marketing campaigns that span email, social media, the web, television and more, which align to a broader customer journey;
in-person and virtual customer events of all sizes to create customer and prospect awareness, including proprietary events such as Dreamforce and the company's virtual Dreamforce to You, World Tours and other virtual events, as well as participation in trade shows and industry events;
live events and original programming on the company's Salesforce+ streaming service, which includes discussions about the future of technology in the AI-first, work anywhere world and educational content to learn new skills and pursue new career opportunities;
press and industry analyst relations to garner third-party validation and generate positive coverage for the company, brand, service offerings and value proposition;
partner co-marketing activities with global and regional implementation partners;
customer testimonials and the company's community of Trailblazers: individuals who drive innovation, grow their careers and transform their businesses using the Salesforce Platform;
in-person and virtual technology event sponsorships; and
event partnerships with high-profile global brands and organizations.
History
Salesforce, Inc. was founded in 1999. The company was incorporated in 1999.
